NRF Customer Service Exam Study Guide b b b b b
With All Needed To Pass b b b b b
A bgood breason bfor bcreating ban bopening bfor bdiscussion bis bto:
b b b b b b b b b b
• bBreak bdown bthe bcustomer's bsales bresistance
b b b b b b
• bConvince bthe bcustomer bhow bmuch byou bknow babout bthe bproduct
b b b b b b b b b b
• bGet bto bknow bwhat bthe bcustomer bwants b- b bcorrect banswer- bGet bto bknow bwhat bthe
b b b b b b b b b b b b b b b b
bcustomer bwants
b b
b bWhich bof bthe bfollowing bare bappropriate breasons bfor bfollowing bup bwith ba bcustomer?
b b b b b b b b b b b b
• bYou bare bcurious bwhether ba bgift byour bcustomer bpurchased bwas bwell breceived
b b b b b b b b b b b b
• bYou bfinally blocated ban bitem bthe bcustomer basked bfor ba bwhile bback b
b b b b b b b b b b b b b
• bYou bwant bto bknow bwhy ba bcustomer bdid bnot bmake bit bin bfor ba bspecial bsale
b b b b b b b b b b b b b b b b
• bYou bhaven't bseen bthe bcustomer bin ba blong btime band bare bwondering bif bshe bis
b b b b b b b b b b b b b b b
bshopping bsomewhere belse bnow b- b bcorrect banswer- bYou bfinally blocated ban bitem bthe
b b b b b b b b b b b b b b
bcustomer basked bfor ba bwhile bback
b b b b b b
bCustomer bfollow-up bis balways ba bgood bidea, bno bmatter bwhat bthe bsituation
b b b b b b b b b b b b
True bor bFalse b- b bcorrect banswer- bFalse
b b b b b b b
b bHow bwould byou bhandle ba bsituation bwhere ba bcustomer bwants ba bbrand bthat byou
b b b b b b b b b b b b b
bdon't bcarry? b
b b b
• bConvince bhim bthat byour bbrands bare bbetter
b b b b b b b
• bGet bpermission bfrom bhim bto bshow bthe bitems byou bdo bhave bthat bmeet bhis bneeds b
b b b b b b b b b b b b b b b b
• bTell bhim bthat bhe bwon't bfind banything bbetter bthan bwhat byou bhave
b b b b b b b b b b b b
• bSmile band blisten bpolitely, bbut bdon't btell bhim byou bdon't bhave bhis bbrand; bshow bhim
b b b b b b b b b b b b b b b
byour bitems banyway
b b b
• bTell bhim byou bdon't bcarry bthat bbrand bthen bexcuse byourself bto bserve bsomeone belse
b b b b b b b b b b b b b b
b- b bcorrect banswer- bGet bpermission bfrom bhim bto bshow bthe bitems byou bdo bhave bthat
b b b b b b b b b b b b b b b b
bmeet bhis bneeds
b b b
,b bWhen bthe bcustomer bpresents byou bwith ba bproblem, byou bshould bask bher:
b b b b b b b b b b b
• bHow bshe bwould blike bthe bsituation bsolved b
b b b b b b b b
• bIf bshe bstops bat byour bstore bon ba bregular bbasis
b b b b b b b b b b
• bWho bis bat bfault bin bthe bsituation b- b bcorrect banswer- bHow bshe bwould blike bthe
b b b b b b b b b b b b b b b b
bsituation bsolved
b b
b bShowing brespect bfor ba bcustomer's bbusiness bcard bmeans byou bshould:
b b b b b b b b b
• bPut bit bin byour bpurse bor bwallet bfor bsafe bkeeping
b b b b b b b b b b
• bMake bsome bcomment bto bindicate byou bhave bread bit b
b b b b b b b b b b
• bNever bwrite bon bit b- b bcorrect banswer- bMake bsome bcomment bto bindicate byou bhave
b b b b b b b b b b b b b b b
bread bit
b b
b bIf byou bdon't bhave ba bwarranty bmanual bavailable bor bare bunsure babout ba bwarranty
b b b b b b b b b b b b b
banswer, ba bresource bto bconsider bis bco-workers bor byour bsupervisor.
b b b b b b b b b b
True bor bfalse b- b bcorrect banswer- bTrue
b b b b b b b
b bYou bshould bkeep byour bclient brecords bup-to-date band bnotify bcustomers bof
b b b b b b b b b b
bmerchandise byou bknow bis bof binterest bto bthem.
b b b b b b b b
True bor bFalse b- b bcorrect banswer- bTrue
b b b b b b b
b bWhen bacting bas ba bpersonal bshopper, byou bshould:
b b b b b b b
• bChoose ba bwide bselection bof bitems bfrom bwhich bthe bcustomer bcan bchoose b
b b b b b b b b b b b b b
• bIgnore bthe bcustomer's bbad btaste band bchoose bthe bitems bthat byou bthink bshe bshould
b b b b b b b b b b b b b b
bwear
b
• bSelect bonly bitems bthat bfit bher binterest b- b bcorrect banswer- bSelect bonly bitems bthat
b b b b b b b b b b b b b b b
bfit bher binterest
b b b
b bTo bkeep bthe blines bof bcommunication bopen, bthe bbest bquestion bto bask:
b b b b b b b b b b b
• bAre bthe bones bthat bare bable bto bdirect bthe bcustomer bto ba bdecision
b b b b b b b b b b b b b
• bAre bthe bones bthat bcan bbe bquickly banswered bwith ba b"yes" bor ba b"no"
b b b b b b b b b b b b b b
• bAre bstructured bto bsave bthe bcustomer's btime
b b b b b b b
• bBegin bwith bwho, bwhat, bwhere, bwhen, bhow, bor bwhy b- b bcorrect banswer- bBegin bwith
b b b b b b b b b b b b b b b
bwho, bwhat, bwhere, bwhen, bhow, bor bwhy
b b b b b b b
b bYou bshould brecord bbasic binformation bthat ballows byou bto bstay bin btouch bwith
b b b b b b b b b b b b
bcustomers band bspecific binformation bthat breminds byou bof btheir bpurchases band
b b b b b b b b b b b
bpreferences.
b
True bor bFalse b- b bcorrect banswer- bTrue
b b b b b b b
b bIt bis bimportant bto bbuild ba brelationship bwith byour bcustomer. bIn bthe bfirst bfew bseconds
b b b b b b b b b b b b b b
bafter byou bnotice bthe bcustomer's barrival, byou bshould:
b b b b b b b b
, • bFind byour bsales bbook band bget bit bready bfor byour bnext bsale
b b b b b b b b b b b b
• bMake bsure byour bclothes bare bneat band byou blook bprofessional
b b b b b b b b b b
• bTidy bup bthe bproduct bdisplay bbefore bshowing bit bto bthe bcustomer
b b b b b b b b b b b
• bGreet bthe bcustomer band bmake bhim bfeel bwelcome b- b bcorrect banswer- bGreet bthe
b b b b b b b b b b b b b b
bcustomer band bmake bhim bfeel bwelcome
b b b b b b
b bMost bcustomers brespond bfavorably bto bthe bhard bsell btechnique bbecause bit bshows
b b b b b b b b b b b
bthem byour bbelief bin bthe bproduct. bTrue bor bFalse b- b bcorrect banswer- bFalse
b b b b b b b b b b b b b b
b bWhich bof bthe bfollowing bare bgood breasons bto bask bcustomers bfor btheir bbusiness
b b b b b b b b b b b b
bcards?
b
• bSo byou bcan bbuild bup byour bclient brecords bwith bnames bof bpotential bcustomers b
b b b b b b b b b b b b b b
• bSo byou bcan bclaim bthese bcustomers bas byour bown band bkeep bco-workers bfrom
b b b b b b b b b b b b b
bmaking bsales bto bthem
b b b b
• bTo blearn bmore babout bthem bso byou bcan bsuggest bitems bthat byou bthink bthey bcan
b b b b b b b b b b b b b b b
bafford
b
• bWhen bcustomers bshow binterest bin ban bupcoming bevent band byou boffer bto bremind
b b b b b b b b b b b b b
bthem b- b bcorrect banswer- bWhen bcustomers bshow binterest bin ban bupcoming bevent
b b b b b b b b b b b b b
band byou boffer bto bremind bthem
b b b b b b
b bShowing bthe bcustomer bthat byou band byour bstore bstand bbehind bthe bproducts band
b b b b b b b b b b b b
bservices byou bsell:
b b b
• bShows ba bprofessionalism bthat bbuilds bcustomer bloyalty b
b b b b b b b b
• bEncourages bcustomers bto breturn bitems bmore bfrequently
b b b b b b b
• bLimits bthe bprofit bon bsome bitems b- b bcorrect banswer- bShows ba bprofessionalism bthat
b b b b b b b b b b b b b b
bbuilds bcustomer bloyalty
b b b
b bWhen bgiving bservice bto ba bperson bwith bdevelopmental bdisabilities, bit bmay bbe
b b b b b b b b b b b
bhelpful bto bexplain bcomplex btasks bone bstep bat ba btime. bTrue bor bFalse b- b bcorrect
b b b b b b b b b b b b b b b b
banswer- bTrue
b b
b bYou bshould ballow bcustomers bwith bdisabilities bto bexpress btheir bown bneeds band
b b b b b b b b b b b
blimits; byour bjob bis bto baccommodate bthose bneeds band bmake bshopping ba bpositive
b b b b b b b b b b b b b
bexperience. b
b b
True bor bFalse b- b bcorrect banswer- bTrue
b b b b b b b
b bKeeping brecords bof bcustomer bcomplaints band bthe bmethods bused bto bresolve bthem
b b b b b b b b b b b
bwill bhelp byou bresolve bsimilar bsituations bin bthe bfuture. bTrue bor bFalse b- b bcorrect
b b b b b b b b b b b b b b b
banswer- bTrue
b b
b bIf ba bcustomer bwalks bdirectly bto ban bitem, bthis bmay bindicate bthat bhe:
b b b b b b b b b b b b
b b• bKnows bwhat bhe bwants band bwould bprobably bappreciate bquick, befficient bservice
b b b b b b b b b b b
With All Needed To Pass b b b b b
A bgood breason bfor bcreating ban bopening bfor bdiscussion bis bto:
b b b b b b b b b b
• bBreak bdown bthe bcustomer's bsales bresistance
b b b b b b
• bConvince bthe bcustomer bhow bmuch byou bknow babout bthe bproduct
b b b b b b b b b b
• bGet bto bknow bwhat bthe bcustomer bwants b- b bcorrect banswer- bGet bto bknow bwhat bthe
b b b b b b b b b b b b b b b b
bcustomer bwants
b b
b bWhich bof bthe bfollowing bare bappropriate breasons bfor bfollowing bup bwith ba bcustomer?
b b b b b b b b b b b b
• bYou bare bcurious bwhether ba bgift byour bcustomer bpurchased bwas bwell breceived
b b b b b b b b b b b b
• bYou bfinally blocated ban bitem bthe bcustomer basked bfor ba bwhile bback b
b b b b b b b b b b b b b
• bYou bwant bto bknow bwhy ba bcustomer bdid bnot bmake bit bin bfor ba bspecial bsale
b b b b b b b b b b b b b b b b
• bYou bhaven't bseen bthe bcustomer bin ba blong btime band bare bwondering bif bshe bis
b b b b b b b b b b b b b b b
bshopping bsomewhere belse bnow b- b bcorrect banswer- bYou bfinally blocated ban bitem bthe
b b b b b b b b b b b b b b
bcustomer basked bfor ba bwhile bback
b b b b b b
bCustomer bfollow-up bis balways ba bgood bidea, bno bmatter bwhat bthe bsituation
b b b b b b b b b b b b
True bor bFalse b- b bcorrect banswer- bFalse
b b b b b b b
b bHow bwould byou bhandle ba bsituation bwhere ba bcustomer bwants ba bbrand bthat byou
b b b b b b b b b b b b b
bdon't bcarry? b
b b b
• bConvince bhim bthat byour bbrands bare bbetter
b b b b b b b
• bGet bpermission bfrom bhim bto bshow bthe bitems byou bdo bhave bthat bmeet bhis bneeds b
b b b b b b b b b b b b b b b b
• bTell bhim bthat bhe bwon't bfind banything bbetter bthan bwhat byou bhave
b b b b b b b b b b b b
• bSmile band blisten bpolitely, bbut bdon't btell bhim byou bdon't bhave bhis bbrand; bshow bhim
b b b b b b b b b b b b b b b
byour bitems banyway
b b b
• bTell bhim byou bdon't bcarry bthat bbrand bthen bexcuse byourself bto bserve bsomeone belse
b b b b b b b b b b b b b b
b- b bcorrect banswer- bGet bpermission bfrom bhim bto bshow bthe bitems byou bdo bhave bthat
b b b b b b b b b b b b b b b b
bmeet bhis bneeds
b b b
,b bWhen bthe bcustomer bpresents byou bwith ba bproblem, byou bshould bask bher:
b b b b b b b b b b b
• bHow bshe bwould blike bthe bsituation bsolved b
b b b b b b b b
• bIf bshe bstops bat byour bstore bon ba bregular bbasis
b b b b b b b b b b
• bWho bis bat bfault bin bthe bsituation b- b bcorrect banswer- bHow bshe bwould blike bthe
b b b b b b b b b b b b b b b b
bsituation bsolved
b b
b bShowing brespect bfor ba bcustomer's bbusiness bcard bmeans byou bshould:
b b b b b b b b b
• bPut bit bin byour bpurse bor bwallet bfor bsafe bkeeping
b b b b b b b b b b
• bMake bsome bcomment bto bindicate byou bhave bread bit b
b b b b b b b b b b
• bNever bwrite bon bit b- b bcorrect banswer- bMake bsome bcomment bto bindicate byou bhave
b b b b b b b b b b b b b b b
bread bit
b b
b bIf byou bdon't bhave ba bwarranty bmanual bavailable bor bare bunsure babout ba bwarranty
b b b b b b b b b b b b b
banswer, ba bresource bto bconsider bis bco-workers bor byour bsupervisor.
b b b b b b b b b b
True bor bfalse b- b bcorrect banswer- bTrue
b b b b b b b
b bYou bshould bkeep byour bclient brecords bup-to-date band bnotify bcustomers bof
b b b b b b b b b b
bmerchandise byou bknow bis bof binterest bto bthem.
b b b b b b b b
True bor bFalse b- b bcorrect banswer- bTrue
b b b b b b b
b bWhen bacting bas ba bpersonal bshopper, byou bshould:
b b b b b b b
• bChoose ba bwide bselection bof bitems bfrom bwhich bthe bcustomer bcan bchoose b
b b b b b b b b b b b b b
• bIgnore bthe bcustomer's bbad btaste band bchoose bthe bitems bthat byou bthink bshe bshould
b b b b b b b b b b b b b b
bwear
b
• bSelect bonly bitems bthat bfit bher binterest b- b bcorrect banswer- bSelect bonly bitems bthat
b b b b b b b b b b b b b b b
bfit bher binterest
b b b
b bTo bkeep bthe blines bof bcommunication bopen, bthe bbest bquestion bto bask:
b b b b b b b b b b b
• bAre bthe bones bthat bare bable bto bdirect bthe bcustomer bto ba bdecision
b b b b b b b b b b b b b
• bAre bthe bones bthat bcan bbe bquickly banswered bwith ba b"yes" bor ba b"no"
b b b b b b b b b b b b b b
• bAre bstructured bto bsave bthe bcustomer's btime
b b b b b b b
• bBegin bwith bwho, bwhat, bwhere, bwhen, bhow, bor bwhy b- b bcorrect banswer- bBegin bwith
b b b b b b b b b b b b b b b
bwho, bwhat, bwhere, bwhen, bhow, bor bwhy
b b b b b b b
b bYou bshould brecord bbasic binformation bthat ballows byou bto bstay bin btouch bwith
b b b b b b b b b b b b
bcustomers band bspecific binformation bthat breminds byou bof btheir bpurchases band
b b b b b b b b b b b
bpreferences.
b
True bor bFalse b- b bcorrect banswer- bTrue
b b b b b b b
b bIt bis bimportant bto bbuild ba brelationship bwith byour bcustomer. bIn bthe bfirst bfew bseconds
b b b b b b b b b b b b b b
bafter byou bnotice bthe bcustomer's barrival, byou bshould:
b b b b b b b b
, • bFind byour bsales bbook band bget bit bready bfor byour bnext bsale
b b b b b b b b b b b b
• bMake bsure byour bclothes bare bneat band byou blook bprofessional
b b b b b b b b b b
• bTidy bup bthe bproduct bdisplay bbefore bshowing bit bto bthe bcustomer
b b b b b b b b b b b
• bGreet bthe bcustomer band bmake bhim bfeel bwelcome b- b bcorrect banswer- bGreet bthe
b b b b b b b b b b b b b b
bcustomer band bmake bhim bfeel bwelcome
b b b b b b
b bMost bcustomers brespond bfavorably bto bthe bhard bsell btechnique bbecause bit bshows
b b b b b b b b b b b
bthem byour bbelief bin bthe bproduct. bTrue bor bFalse b- b bcorrect banswer- bFalse
b b b b b b b b b b b b b b
b bWhich bof bthe bfollowing bare bgood breasons bto bask bcustomers bfor btheir bbusiness
b b b b b b b b b b b b
bcards?
b
• bSo byou bcan bbuild bup byour bclient brecords bwith bnames bof bpotential bcustomers b
b b b b b b b b b b b b b b
• bSo byou bcan bclaim bthese bcustomers bas byour bown band bkeep bco-workers bfrom
b b b b b b b b b b b b b
bmaking bsales bto bthem
b b b b
• bTo blearn bmore babout bthem bso byou bcan bsuggest bitems bthat byou bthink bthey bcan
b b b b b b b b b b b b b b b
bafford
b
• bWhen bcustomers bshow binterest bin ban bupcoming bevent band byou boffer bto bremind
b b b b b b b b b b b b b
bthem b- b bcorrect banswer- bWhen bcustomers bshow binterest bin ban bupcoming bevent
b b b b b b b b b b b b b
band byou boffer bto bremind bthem
b b b b b b
b bShowing bthe bcustomer bthat byou band byour bstore bstand bbehind bthe bproducts band
b b b b b b b b b b b b
bservices byou bsell:
b b b
• bShows ba bprofessionalism bthat bbuilds bcustomer bloyalty b
b b b b b b b b
• bEncourages bcustomers bto breturn bitems bmore bfrequently
b b b b b b b
• bLimits bthe bprofit bon bsome bitems b- b bcorrect banswer- bShows ba bprofessionalism bthat
b b b b b b b b b b b b b b
bbuilds bcustomer bloyalty
b b b
b bWhen bgiving bservice bto ba bperson bwith bdevelopmental bdisabilities, bit bmay bbe
b b b b b b b b b b b
bhelpful bto bexplain bcomplex btasks bone bstep bat ba btime. bTrue bor bFalse b- b bcorrect
b b b b b b b b b b b b b b b b
banswer- bTrue
b b
b bYou bshould ballow bcustomers bwith bdisabilities bto bexpress btheir bown bneeds band
b b b b b b b b b b b
blimits; byour bjob bis bto baccommodate bthose bneeds band bmake bshopping ba bpositive
b b b b b b b b b b b b b
bexperience. b
b b
True bor bFalse b- b bcorrect banswer- bTrue
b b b b b b b
b bKeeping brecords bof bcustomer bcomplaints band bthe bmethods bused bto bresolve bthem
b b b b b b b b b b b
bwill bhelp byou bresolve bsimilar bsituations bin bthe bfuture. bTrue bor bFalse b- b bcorrect
b b b b b b b b b b b b b b b
banswer- bTrue
b b
b bIf ba bcustomer bwalks bdirectly bto ban bitem, bthis bmay bindicate bthat bhe:
b b b b b b b b b b b b
b b• bKnows bwhat bhe bwants band bwould bprobably bappreciate bquick, befficient bservice
b b b b b b b b b b b
