NRF Customer Service & Sales: Getting to Know Your Customer

1. It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

• A. Make sure your clothes are neat and you look professional

• B. Find your sales book and get it ready for your next sale

• C. Tidy up the product display before showing it to the customer

• D. Greet the customer and make him feel welcome

2. A new customer comes into your department, but you are helping another customer. You should:

• A. Focus all your attention on your current customer

• B. Let the new customer wait his turn until you have completed your current sale

• C. Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him

• D. Help the customer who looks like he will spend the most money

3. Projecting a professional and friendly image includes:

• A. Dressing in expensive, professional looking clothing

• B. Shaking the hand of each customer

• C. Behaving in an alert and courteous manner

• D. Standing behind your cash register and waiting for the customer to come to you

4. A good reason for creating an opening for discussion is to:

• A. Break down the customer’s sales resistance

• B. Get to know what the customer wants

• C. Convince the customer how much you know about the product

5.The best way to talk to a new customer is to:

• A. Flatter her—tell her she has taste and looks great

• B. Interact as if you are old friends

• C. Match what you say and your tone of voice to her personality

• D. Convince her that you know what is best for her to buy

6. 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:

• A. Suggesting that he buy “top of the line” products

• B. Stating that the products in your store are far better than those in other stores

• C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

7. The customer has said “No, thank you” when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed.

• True

• False

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

• A. Telling any children to behave themselves while their parent makes this important decision

• B. Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

• C. Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

9. The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.

• True

• False

10. As a customer service professional, the best way for you to remember your regular customers’ interests is to keep a written record of the vital information.

• True

• False