NRF Customer Service & Sales: "Build a Continuing Relationship"

1. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

• A. A cup of coffee

• B. Service with a smile

• C. An excuse for the product’s failure

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

• True

• False

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

• A. Prove that your company has the best price

• B. Explain your company’s return policy

• C. Reassure the customer about a product’s quality

• D. All of the above

4. If your company does not have a manual that describes all the major product warranties, you should:

• A. Avoid talking about warranties with your customers

• B. Create your own by making copies of the various product warranties and related information

• C. Decide on a general, neutral comment you can make if customers ask you about a warranty

5. 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.

• True

• False

6. You should explain all warranty conditions to your customer at the time of purchase.

• True

• False

7. When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• A. Check with your immediate supervisor or manager

• B. Make the exception, but only if the customer promises to make additional purchases

• C. Tell him you do not make exceptions

8. When customers return merchandise, you should:

• A. Make sure they have a good reason for doing so

• B. Treat them with the same respect you would if they were making a purchase

• C. Not worry about how you treat them, because you don’t want them to come back again

9. The company’s return policy should always be clearly displayed in writing.

• True

• False

10. If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.

• True

• False