NRF Customer service exam study guide Latest

NRF Customer service exam study guide Latest Update - Sources with 100 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor

A good reason for creating an opening for discussion is to:

• Break down the customer's sales resistance • Convince the customer how much you know about the product

• Get to know what the customer wants - CORRECT ANSWER: Get to know what the

customer wants

A new customer comes into your department, but you are helping another customer.

You should:

• Focus all your attention on your current customer • Let the new customer wait his turn until you have completed your current sale • Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him • Help the customer who looks like he will spend the most money - CORRECT

ANSWER: Acknowledge the new customer's presence with eye contact and/or a brief

comment that you'll be right with him

According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?

• 25%

• 32%

• 45% - CORRECT ANSWER: 45% 1 / 3

Acting as a personal shopper:

• Can add interest and challenge to your job • Should be avoided since it takes you away from other customers • Does not require any special skills or talents - CORRECT ANSWER: Can add interest and challenge to your job

Any personal information a customer gives you becomes public knowledge and you

may share it with other sales associates. True or False - CORRECT ANSWER: False

As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information. True or False -

CORRECT ANSWER: True

As a sales associate, you can help build trust by making sure customers understand

and benefit from the product warranties. True or False - CORRECT ANSWER: True

As a sales associate, you can influence a shopper's decision to return to your store by

making shopping a more enjoyable experience. True or False - CORRECT ANSWER:

True

As a sales associate, your goal is to:

• Decide who's right or wrong • Keep the returns to a minimum

• Keep the customer coming back - CORRECT ANSWER: Keep the customer coming

back

By becoming an expert at special orders, you may benefit by:

• / 3

• Learning more about the products you sell • Learning more about customer needs and interests • Getting to know people in other departments

• All of the above - CORRECT ANSWER: All of the above

Communication is important! When providing service to a person who is hearing

impaired, you should:

• Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers?• Ask the customer how he would like to communicate • Speak as loudly as you can. speak clearly, and stand very close to his ear while you

talk - CORRECT ANSWER: Ask the customer how he would like to communicate

Creating customer loyalty is rewarding for:

• The store • The sales associate • The customer

• All of the above - CORRECT ANSWER: All of the above

Customer complaints should be welcomed because they provide an opportunity to:

• Do something different for a change • Get customers back to the store so they'll buy more • Learn about problems so improvements can be made • Learn who the potential "problem customers" are - CORRECT ANSWER: Learn about problems so improvements can be made

Customer follow-up is always a good idea, no matter what the situation

• / 3