nrf customer service Questions AND Answers
1. 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:
2. 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• De- ciding the type of products you think the customer should buy:
3. 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:
4. 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:
5. You should explain all warranty conditions to your customer at the time of purchase. True or False:
6. 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:
7. 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:
8. 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:
9. TYPE THE ANSWER:
10.You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.:
11.True or False:
12.Which of the following are appropriate reasons for following up with a customer?:
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, nrf customer service Questions AND Answers
13.• You are curious whether a gift your customer purchased was well re- ceived:
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1. 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:
2. 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• De- ciding the type of products you think the customer should buy:
3. 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:
4. 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:
5. You should explain all warranty conditions to your customer at the time of purchase. True or False:
6. 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:
7. 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:
8. 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:
9. TYPE THE ANSWER:
10.You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.:
11.True or False:
12.Which of the following are appropriate reasons for following up with a customer?:
1/
11
, nrf customer service Questions AND Answers
13.• You are curious whether a gift your customer purchased was well re- ceived:
2/
11
