NRF Customer Service Sections 2 & 3

Who benefits from customer loyalty?

• the customer

• the sales associate

• the store

• everyone involved

If you don't have the item a customer wants and nother you have is a good substitute, why should you help them find what they need at a competitor's store?

• the customer will trust you and come back to you next time

• the other store might return the favor and send cusotmers to you next time

• you will be helping someone else at another store meet their quota

• you should NEVER send a customer to a competitor

When a customer comes in and seems to know exacly what they want and where to find it, you should...

• stay out of their way

• engage them in conversation

• be ready to complete the sale efficiently

• try to get them to buy something additional or more expensive

If you do not know the answer to a phone cusomer's question, what should you do?

• tell him what you DO know so you appear professional

• transfer his call to someone who can answer the question

• tell him to call back another time

• tell him you'll try to find out the answer and call him back

If you don't know the answer to an in-person customer's question, your BEST option is to...

• take your best guess

• walk the person to your supervisor's office to ask

• try to look it up on the internet

• call someon who can answer the question so you will BOTH learn the answer

Which one of these options is the BEST way to learn about your product if you can't experience it for yourself and you've had no company training?

• see if any of your coworkers can teach you what they know

• call the manufacturer and ask about the product

• ask your customers what they know

• read the box, labels, manual, etc.

What's the first thing you should do when you get a new product?

• learn all you can about it

• make sure it meets all safety requirements

• make it look nice on display

• put up advertising in your store so people know you have it

What should you do if you are transferred to a new department and feel like you don't know your product very well, even after company training?

• ask to be transferred back to your old department

• start looking for a new job

• try out the product for yourself

• trade hours with another employee so you work when there are fewer customers

What type of questions are best to askwhen trying to learn what the customer needs?

• yes/no

• open-ended

• short and direct

• closed-ended

What words are usually used to begin open-ended questions?

• who, what, where, when, why, how

• Do, can, is, will