NRF Customer Service - Quiz 4

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

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

• Avoid talking about warranties with your customers

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

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

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

• Prove that your company has the best price.

• Explain your company's return policy.

• Reassure the customer about a product's quality.

• All of the above

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

• True

• False

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

• A cup of coffee

• Service with a smile

• An excuse for the product's failure

By becoming an expert at special orders, you may benefit by:

• Learning more about the products you sell

• Learning more about customer needs and interests

• Getting to know people in other departments

• All of the above

You should make sure that, in your absence, other sales associates do not have access to information about your special orders.

• True

• False

To help build customer loyalty, you should:

• Say what you'll do and be very clear on what you are promising; make notes so you will remember

• Not risk disappointing a customer by telling him when you cannot make an exception

• Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

• A and C

Which of the following steps will help you keep commitments to customers?

• Promising customers you will find the items they request

• Calling customers back only when you can find the requested item or information

• Immediately stopping whatever you're doing to take care of phone customer requests

• Calling customers back in a timely manner

Turn your phone interaction into a loyal customer by:

• Letting the customer know about sales events

• Mentioning services he may not be aware of

• Offering to ship items directly to the customer

• All of the above