NRF Customer Service & Sales: "Go the Extra Mile"

1. Customer follow-up is always a good idea, now matter what the situation or who the customer.

• True

• False

2. If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• A. That the delivery people were courteous and careful

• B. If the customer really liked the deal you gave him

• C. If the customer has any friends that might like the item

3. If you are making a follow-up call, it’s a good idea to call during the dinner hour to make sure you contact the customer on the first try.

• True

• False

4. When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not.

• True

• False

5. Which of the following items would NOT be an appropriate finishing touch to your service?

• A. Call the customer to make sure he is satisfied with his purchase

• B. Send a handwritten note thanking the customer for his business

• C. Send a postcard thanking a customer for letting you help him select a gift for his wife

• D. Give the customer your business card and encourage him to return to the store

• E. Remember the customer’s name and use it when he comes in again

6. Which of the following are appropriate reasons for following up with a customer?

• A. You are curious whether a gift your customer purchased was well received

• B. You want to know why a customer did not make it in for a special sale

• C. You finally located an item the customer asked for a while back

• D. You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

7. You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.

• True

• False

8. Keeping records about customer preferences:

• A. Will make customers suspicious of your ability to remember details

• B. Requires an expensive computer system

• C. Can help you provide more personalized service to returning customers

9. In your client record system, you should record:

• A. Customer purchases

• B. Customer interests

• C. Follow-up activities

• D. All of the above

10. Which of the following statements best describes why a client record system is called a “living” record?

• A. It should be accessible to anyone who wants to read it

• B. You should constantly refer to it and update it with new information

• C. You will spend more time maintaining your records than you do actually serving customers