NRF Customer Service - Flashcard 4

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

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

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

Back

Reassure the customer about a product's quality.

Front

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

Back

True

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

By becoming an expert at special orders, you may benefit by: Learning more about the products you sell, Learning more about customer needs and interests, Getting to know people in other departments

Back

All of the above

Front

You should make sure that, in your absence, other sales associates do not have access to information about your special orders.

Back

False

Front

To help build customer loyalty, you should: Say what you'll do and be very clear on what you are promising; make notes so you will remember; Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

Back

A and C

Front

Which of the following steps will help you keep commitments to customers?
Options:
Promising customers you will find the items they request,
Calling customers back only when you can find the requested item or information,
Immediately stopping whatever you're doing to take care of phone customer requests,
Calling customers back in a timely manner

Back

Calling customers back in a timely manner

Front

Turn your phone interaction into a loyal customer by: Letting the customer know about sales events, Mentioning services he may not be aware of, Offering to ship items directly to the customer

Back

All of the above