nrf customer service 2023 with verified questions and answers

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:• An excuse for the product's failure • A cup of coffee• Service with a smile ... You can best determine the customer's needs by gathering information through careful observation and by:• Telling the customer everything you know about your products• Asking the customer thoughtful questions• Deciding the type of products you think the customer should buy ... Which of the following items would NOT be an appropriate finishing touch to your service?• Send a postcard thanking the customer for letting you help him select a gift for his wife• Send a handwritten note thanking the customer for his business• Call the customer to make sure he is satisfied with his purchase• Give the customer your business card and encourage him to return to the store• Remember the customer's name and use it when he comes in again ... When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention." True or False ... You should explain all warranty conditions to your customer at the time of purchase. True or False ... Which of the following are acceptable ways to ask a customer's permission to provide alternatives?• We don't carry that specific brand, but may I suggest. • Is that the only brand you were interested in?• Is ther anything else you were looking for?• We don't recommend that item. May I show you a better product?• All of the above ... If your store does not offer the particular product of service the customer is looking for, your first option should always be to:• Suggest alternatives that your store does carry• Inform him of the drawbacks of the product he is seeking• Convince the customer he doesn't need it anyway• Immediately refer him to a competitor ... 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 ... TYPE THE ANSWER ... You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. ... True or False ... TYPE THE ANSWER ... Which of the following are appropriate reasons for following up with a customer? ... • You are curious whether a gift your customer purchased was well received ... • You finally located an item the customer asked for a while back ... • You want to know why a customer did not make it in for a special sale ... • You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now ... TYPE THE ANSWER ... If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. ... True or false ... TYPE THE ANSWER ... When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not. True or False ... TYPE THE ANSWER ... If you find yourself having to resolve a very difficult issue, you may want to: ... • Get help from a more senior employee ... • Ask the customer to come back another time ... • Tell the customer that he is being unreasonable ... TYPE THE ANSWER ... When customers return merchandise, you should: ... • Treat them with the same respect you would if they were making a purchase ... • Not worry about how you treat them, because you don't want them to come back again ... • Make sure they have a good reason for doing so ... TYPE THE ANSWER ... The customer's return policy should always be clearly displayed in writing. True or False ... TYPE THE ANSWER ... Projecting a professional and friendly image includes: ... • Behaving in an alert and courteous manner ... • Dressing in expensive, professional looking clothing ... • Standing behind your cash register and waiting for the customer to come to you ... • Shaking the hand of each customer ... TYPE THE ANSWER ... Small kindnesses to your customers may include: ... • Letting the customer make a local call to verify appropriateness or preference ... • Consolidating many small packages into one large shopping bag ... • Bringing merchandise to an older or disabled customer while he sits down ... • Telling a customer about a lounge where she may tend to her baby's needs ... • All of the above ... TYPE THE ANSWER ... When working with customers with disabilities be sure to take your time, be patient, and: ... • When you can, make decisions for the customer ... • Let the customer help you understand his needs ... • Speak loudly, using a lot of hand gestures ... TYPE THE ANSWER ... If a customer's business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted. True or False ... TYPE THE ANSWER ... 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 ... TYPE THE ANSWER ... It is appropriate to call the competition to make sure they carry the item the customer is looking for. True or False ... TYPE THE ANSWER ... When customers request any of the service "extras" your store offers: ... • Make a note in your client record system so you can provide more personalized service when those customers return in the future ... • Tell them they'll have to contact Customer Service for further information ... • Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time ... TYPE THE ANSWER ... The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information. ... True or False ... TYPE THE ANSWER ... In preparing a resource list for your customers, you should consider including: ... • Local companies that have complementary services to the products you sell ... • Phone numbers that customers have requested in the past, such as a taxi service ... • Information about companies you recommend, such as repair shops ... • All of the above ... TYPE THE ANSWER ... 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 ... TYPE THE ANSWER ... When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. True or False ... TYPE THE ANSWER ... How would you handle a situation where a customer wants a brand that you don't carry? ... • Convince him that your brands are better ... • Get permission from him to show the items you do have that meet his needs ... • Tell him that he won't find anything better than what you have ... • Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway ... • Tell him you don't carry that brand then excuse yourself to serve someone else ... TYPE THE ANSWER ... If your company does not supply business cards, you should: ... • Tell the customer that the company is too cheap to give you business cards ... • Tell customers that they can find the store number in the phone directory ... • Check to make sure creating your own will not violate company policy ... • Tell customers your name and phone number and offer them a pen to write it down ... TYPE THE ANSWER ... Showing respect for a customer's business card means you should: ... • Put it in your purse or wallet for safe keeping ... • Make some comment to indicate you have read it ... • Never write on it ... TYPE THE ANSWER ... Your ultimate goal as a sales associate is to: ... • Satisfy the customer ... • Provide service to as many customers as you can ... • Meet your quota each month ... TYPE THE ANSWER ... When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in." True or False ... TYPE THE ANSWER ... What portion of the general population may have disabilities which are not obvious and may be difficult to perceive? ... • One-third ... • Two-thirds ... • One-fourth ... TYPE THE ANSWER ... When customers enlist you as their personal shopper, they probably should expect: ... • To save time and effort looking for items themselves ... • Several discounts ... • You to be available at all times ... TYPE THE ANSWER ... When acting as a personal shopper, you should: ... • Choose a wide selection of items from which the customer can choose ... • Ignore the customer's bad taste and choose the items that you think she should wear ... • Select only items that fit her interest ... TYPE THE ANSWER ... You should make sure that, in your absence, other sales associates do not have access to information about your special orders. True or False ... TYPE THE ANSWER ... You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests. True or False ... TYPE THE ANSWER ... You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. True or False ... TYPE THE ANSWER ... Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. True or False ... TYPE THE ANSWER ... Your business card or the sales receipt is a good place to make notes for a customer regarding: ... • Your work schedule so the customer can contact you in the future ... • The date a special order is due ... • An upcoming sale ... • All of the above ... TYPE THE ANSWER ... If a customer walks directly to an item, this may indicate that he: ... • Knows what he wants and would probably appreciate quick, efficient service ... • Just wants to look at the item and has no interest in buying ... TYPE THE ANSWER ... It's a good idea to offer customers several of your business cards and ask them to hand them out to their friends. ... True or False ... TYPE THE ANSWER ... You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences. ... True or False ... TYPE THE ANSWER ... The customer has said, "No thank you" when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed. True or False ... TYPE THE ANSWER ...