NRF Customer Service & Sales: Getting to Know Your Customer

Front

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

Back

Greet the customer and make him feel welcome.

Front

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

Back

Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him.

Front

Projecting a professional and friendly image includes: Dressing in expensive, professional looking clothing, Shaking the hand of each customer, Behaving in an alert and courteous manner, Standing behind your cash register and waiting for the customer to come to you

Back

Behaving in an alert and courteous manner

Front

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

Back

Get to know what the customer wants

Front

The best way to talk to a new customer is to: Match what you say and your tone of voice to her personality

Back

Match what you say and your tone of voice to her personality

Front

Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:

Back

Indicating that based on your professional product knowledge, you feel his purchases are worthwhile.

Front

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.

Back

True

Front

If the customer isn’t shopping alone, you can include the rest of the party by:

Back

Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on.

Front

The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.

Back

True

Front

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.

Back

True