NRF Customer Service - Quiz 5

You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.

• True

• False

To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.

• True

• False

You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.

• True

• False

You should go out of your way to make customers with disabilities feel like they don't have to do anything.

• True

• False

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities

• True

• False

You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.

• True

• False

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

• One-third

• Two-thirds

• One-fourth

When working with customers with disabilities be sure to take your time, be patient, and:

• Speak loudly, using a lot of hand gestures

• Let the customer help you understand his needs

• When you can, make decisions for the customer

When customers request any of the service "extras" your store offers:

• Tell them they'll have to contact Customer Service for further information

• Make a note in your client record system so you can provide more personalized service when those customers return in the future

• Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time

In preparing a resource list for your customers, you should consider including:

• Local companies that have complementary services to the products you sell

• Phone numbers that customers have requested in the past, such as a taxi service

• Information about companies you recommend, such as repair shops

• All of the above