NRF Customer Service & Sales: "Build a Continuing Relationship"

Front

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

Back

Service with a smile

Front

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.

Back

True

Front

The warranty is an excellent tool for you to use to:

Back

Reassure the customer about a product’s quality

Front

If your company does not have a manual that describes all the major product warranties, you should:

Back

Create your own by making copies of the various product warranties and related information.

Front

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.

Back

True

Front

You should explain all warranty conditions to your customer at the time of purchase.

Back

True

Front

When your customer asks you to make an exception to the company policy regarding warranties, you should probably: A. Check with your immediate supervisor or manager, B. Make the exception, but only if the customer promises to make additional purchases, C. Tell him you do not make exceptions

Back

Check with your immediate supervisor or manager

Front

When customers return merchandise, you should:

Back

Treat them with the same respect you would if they were making a purchase.

Front

The company’s return policy should always be clearly displayed in writing.

Back

True

Front

If the return policy is clearly displayed, is it necessary to mention it to the customer at the time of the sale?

Back

False