NRF Customer Service & Sales Chp. 3 Review

True or False

A customer expects an overall purchase experience that satisfies their wants and needs and makes them feel that they are appreciated for shopping with the retailer.

• True

• False

How many customer expectations were listed in Chapter 3

• 6

• 8

• 10

• 12

Four customer expectations are:

• *Solve my problem

  *Understand my situation

  *Offer discounts

  *Surprise Me

• *Solve my problem

  *Understand my expectations

  *Offer options

  *Surprise Me

• *Solve my puzzle

  *Understand my experiences

  *Offer options

  *Surprise Me

• *Solve my problem

  *Understand my expectations

  *Offer options

  *Surprise mom

Four additional customer expectations are:

• *Be consistent and reliable

  *Deliver value

  *Make it quick and easy for me

  *Keep it confidential

• *Be copying and relaying

  *Deliver vitamins

  *Make it quick and easy for me

  *Keep it confidential

• *Be cocky and resistant

  *Deliver value

  *Make it quiet and eary for me

  *Keep it confidential

• *Be confidential and readable

  *Deliver value

  *Make it quick and easy for me

  *Keep it consistent

Choose ALL that apply -

When it's time to tailor the service experience to best fit the needs of each customer, consider the following:

• Explain features as benefits

• Appeal to their senses; demonstrate the product, if possible.

• Share product stories and reviews. 

• Offer options and alternatives.

(a)   alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs.

Features alone are often not enough reason for a customer to buy; there must also be (a)   that meet their needs.

True or False

The benefits, or why the product is an advantage for each customer, may be different.

• True

• False

Choose the 2 that apply-

To tailor the service experience to best fit the needs of each customer.

Consider the following: 

• Explain features as benefits.

• Appeal to their senses; demonstrate the product, if possible.

• Tell them to consider the competition

• Offer them your employee discount

2 additional things you can consider when tailoring the service experience to best fit the needs of each customer.

• Share product stories and reviews.

• Offer options and alternatives.

• Encourage your family and friends to shop.

• Let kids of customers run free around the store.