NRF Customer Service & Sales: "Go the Extra Mile"

Front

Customer follow-up is always a good idea, no matter what the situation or who the customer.

Back

False

Front

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

Back

That the delivery people were courteous and careful

Front

If you are making a follow-up call, it’s a good idea to call during the dinner hour to make sure you contact the customer on the first try.

Back

False

Front

When leaving phone messages for customers, should you let them know whether it is important for them to call you back or not?

Back

True

Front

Which of the following items would NOT be an appropriate finishing touch to your service? A. Call the customer to make sure he is satisfied with his purchase B. Send a handwritten note thanking the customer for his business D. Give the customer your business card and encourage him to return to the store E. Remember the customer’s name and use it when he comes in again

Back

Send a postcard thanking a customer for letting you help him select a gift for his wife

Front

Which of the following are appropriate reasons for following up with a customer? A. You are curious whether a gift your customer purchased was well received, B. You want to know why a customer did not make it in for a special sale, C. You finally located an item the customer asked for a while back, D. You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

Back

You finally located an item the customer asked for a while back

Front

You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.

Back

True

Front

Keeping records about customer preferences:

Back

Can help you provide more personalized service to returning customers

Front

In your client record system, you should record: A. Customer purchases, B. Customer interests, C. Follow-up activities

Back

All of the above

Front

Which of the following statements best describes why a client record system is called a “living” record?
A. It should be accessible to anyone who wants to read it
B. You should constantly refer to it and update it with new information
C. You will spend more time maintaining your records than you do actually serving customers

Back

You should constantly refer to it and update it with new information