NRF Customer Service - Quiz 3

If you find yourself having to resolve a very difficult issue, you may want to:

• Ask the customer to come back another time

• Tell the customer that he is being unreasonable

• Get help from a more senior employee

When the customer presents you with a problem, you should ask her:

• How she would like the situation solved

• Who is at fault in the situation

• If she stops at your store on a regular basis

If a customer becomes abusive, you should probably:

• Refund his money immediately

• Contact your manager

• Tell him he is being abusive and call security

When using the T.H.A.N.K.S. method, "S" stands for "Solve the problem, or find someone who can."

• True

• False

When using the T.H.A.N.K.S. method, "K" stands for:

• "Know when to give in to the customer's demands"

• "Keep the customer from asking for a refund"

• "Know a solution if the customer does not suggest one"

• "Keep asking what the customer wants, even when the solution is obvious to you"

When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in."

• True

• False

When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention."

• True

• False

Customer complaints should be welcomed because they provide an opportunity to:

• Get customers back to the store so they'll buy more

• Do something different for a change

• Learn about problems so improvements can be made

• Learn who the potential "problem customers" are

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you. but I can't leave this area unattended at the moment."

• "You'll have to take this to Customer Service; I can't help you here."

• "Someone in Customer Service can help you with that; I'll show you the way."

• A and C

Even if your company's return policy restricts what you can do for the customer, you should:

• Consider alternatives, such as offering a discount coupon or a free sample

• Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it

• Do what the customer asks; management will have to support your decision