NRF Customer Service - Flashcard 6

Front

It is appropriate to call the competition to make sure they carry the item the customer is looking for.

Back

True

Front

Creating customer loyalty is rewarding for: The store, The sales associate, The customer, All of the above

Back

All of the above

Front

Referring a customer to a competitor will likely result in:

Back

The customer seeking you out for future needs

Front

Which of the following are acceptable ways to ask a customer's permission to provide alternatives? We don't carry that specific brand, but may I suggest. . ., Is that the only brand you were interested in?, We don't recommend that item. May I show you a better product?, All of the above

Back

We don't carry that specific brand, but may I suggest. . .

Front

Most customers respond favorably to the hard sell technique because it shows them your belief in the product.

Back

False

Front

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

Back

Suggest alternatives that your store does carry

Front

How would you handle a situation where a customer wants a brand that you don't carry?

Back

Get permission from him to show the items you do have that meet his needs.

Front

Which of the following phrases might be appropriate when discussing clothing size with your customer? You look to be about a size XX., Have you worn this brand before? What size was most comfortable for you?, How big are you?, You wear a bigger size on the bottom than on the top.

Back

Have you worn this brand before? What size was most comfortable for you?

Front

When fitting the products to the customer, you should:

Back

Ask questions that will help her define the right fit

Front

Which of the following are examples of open-ended questions? Can I help you? What features are important to you? Do you like blue or brown? Is this all for you today?

Back

What features are important to you?