NRF Customer Service & Sales Chp. 2 Review

___________ is information learned and used to help customers understand how a product or service will meet their needs.

• Product Knowledge

• Product Features

• Company Brand

• Brand Promise

True or False

The assortment of products and/or services offered for purchase by a retailer is an important part of their brand promise to customers and their competitive edge in the marketplace.

• True

• False

True or False

Products are physical goods

• True

• False

True or False

Services are intangible actions

• True

• False

Product __________ can be touched, tasted, seen, smelled and/or heard.

Choose ALL that apply-

Product features include things like:

• color

• flavor

• scent

• size

True or False

Product and service benefits are the advantages that make a certain product or service a good choice for the consumer.

• True

• False

Choose ALL that apply.

Retail employees use product and service knowledge to: 

• Assist customers in locating products within the store.

• Provide general information to answer customer questions.

• Offer customers extensive information about products and services.

• To know which items to use their discount on.

The best way to assist a customer who asks for help locating a product is to:

• Physically take them to its location.

• Tell them where it is.

The best way to assist a customer who asks for help locating a product is to:

• Ask how you can further help them.

• Tell them where to find you if they have questions.