NRF Customer Service Final Practice

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

When the customer presents you with a problem, you should ask her:

• How she would like the situation solved

• Who is at fault in the situation

• If she stops at your store on a regular basis

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

• True

• False

Showing respect for a customer's business card means you should:

• Make some comment to indicate you have read it

• Never write on it

• Put it in your purse or wallet for safe keeping

You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.

• True

• False

To keep the lines of communication open, the best question to ask:

• Are the ones that are able to direct the customer to a decision

• Are the ones that can be quickly answered with a "yes" or a "no"

• Are structured to save the customer's time

• Begin with who, what, where, when, how, or why

You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.

• True

• False

It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:

• Find your sales book and get it ready for your next sale

• Make sure your clothes are neat and you look professional

• Greet the customer and make him feel welcome

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

• True

• False

Showing the customer that you and your store stand behind the products and services you sell:

• Limits the profit on some items

• Encourages customers to return items more frequently

• Shows a professionalism that builds customer loyalty