NRF Customer Service - Quiz 6

It is appropriate to call the competition to make sure they carry the item the customer is looking for.

• True

• False

Creating customer loyalty is rewarding for:

• The store

• The sales associate

• The customer

• All of the above

Referring a customer to a competitor will likely result in:

• The customer seeking you out for future needs

• The customer never returning to your store

• A lost sales opportunity for you

• None of the above

Which of the following are acceptable ways to ask a customer's permission to provide alternatives?

• We don't carry that specific brand, but may I suggest. . .

• Is that the only brand you were interested in?

• Is that the only brand you were interested in?

• We don't recommend that item. May I show you a better product?

• All of the above

Most customers respond favorably to the hard sell technique because it shows them your belief in the product.

• True

• False

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Convince the customer he doesn't need it anyway

• Suggest alternatives that your store does carry

• Immediately refer him to a competitor

• Inform him of the drawbacks of the product he is seeking

How would you handle a situation where a customer wants a brand that you don't carry?

• Convince him that your brands are better

• Get permission from him to show the items you do have that meet his needs

• Tell him that he won't find anything better than what you have

• Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway

• Tell him you don't carry that brand then excuse yourself to serve someone else

Which of the following phrases might be appropriate when discussing clothing size with your customer?

• You look to be about a size XX.

• Have you worn this brand before? What size was most comfortable for you?

• How big are you?

• You wear a bigger size on the bottom than on the top.

When fitting the products to the customer, you should:

• Correct her if she tells you the wrong size

• Ask questions that will help her define the right fit

Which of the following are examples of open-ended questions?

• Can I help you?

• What features are important to you?

• Do you like blue or brown?

• Is this all for you today?