NRF Customer Sales & Service 1

What question do you ask to get feedback to see if the computer software met expectations of the customer?

• How has the software worked for what you were using it for?
• What new features have you used?
• Did you have installation problems?
• Did they deliver it on time?

A new customer comes into your department, but you are helping another customer.  You should:

• Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him.
• Focus all your attention on your current customer.
• Let the new customer wait his turn until you have completed your current sale.
• Help the customer who looks like he will spend the most money.

Which of the following would be the best option when trying to find out what a customer wants to buy?

• What color do you prefer in that brand?
• Is that the brand you want?
• Are you looking for anything special?
• Can I help you?

A good reason for creating an opening for discussion is to:

• Get to know what the customer wants.
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Increase your store's sales revenues

The best way to talk to a new customer is to:

• Match what you say and your tone of voice to her personality
• Flatter her--tell her she has taste and looks great
• Convince her that you know what to best for her to buy
• Interact as if you are old friends

Three ways to create a positive impression of you and the store include:  Complimenting the customer's taste; assuring the customer that he is the expert, and:

• Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
• Suggesting that he buy "top of the line" products
• Stating that the products in your store are far better than those in other stores

A retail association sees that an electrical socket has wires exposed in an area where customers shop.  The retail associate must

• Secure the area and report the situation to management
• Call the custodian for assistance
• Do a temporary cleanup as best he/she can
• Nothing; maintenance will clean it up

If the customer isn't shopping alone, you can include the rest of the party by:

• Giving other service to those in the party, such as offering a chair or a cup of refreshment
• Remind the customer of the kids' zone area
• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
• Telling any children to behave themselves while their parent makes this important decision

A customer has looked at several watches and seems to like one best.  She tries it on, sets it to the correct time, and asks if the band can be changed to another style.  You show her the options and she likes one in particular.  What is best to say to close the sale?

• Will that be cash or credit card?
• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
• We'll be having a sale on watches sometime next month
• Do you want to look at a few more styles?

Which store offers the best price?  Store 1:  Price $27; Discount 0 Warranty 5 year.  Store 2 Price:  $27; Discount 0; 3 year Warranty.  Store 3:  Price $30; Discount 10%; Warranty:  4 year

• Store 1 offers the best price
• Store 2 offers the best price
• Store 3 offers the best price.
• They all offer the same exact price