NRF/Mera Customer Service Certification Flashcard

Front

What question do you ask to get feedback to see if the computer software met expectations of the customer?

Back

How has the software worked for what you were using it for?

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

Which of the following would be the best option when trying to find out what a customer wants to buy? Options: What color do you prefer in that brand?, Is that the brand you want?, Are you looking for anything special?, Can I help you?

Back

What color do you prefer in that brand?

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:

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

A retail association sees that an electrical socket has wires exposed in an area where customers shop. What must the retail associate do?

Back

Secure the area and report the situation to management.

Front

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

Back

Giving other service to those in the party, such as offering a chair or a cup of refreshment.

Front

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

Back

Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

Front

Which store offers the best price?  Store 1:  Price $27; Discount 0 Warranty 5 year.  Store 2 Price:  $27; Discount 0; 3 year Warranty.  Store 3:  Price $30; Discount 10%; Warranty:  4 year

Back

Store 1 offers the best price