NRF Customer Service 1.1 - 4.2

Which of the following in the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, its products, and services?

• Brand Promise

• Positive Feeling

• Company Culture

• Company Brand

Which of the following is the term for the unique way that company employees act with each other and with customers?

• Brand Promise

• Positive Feeling

• Company Culture

• Company Brand

Which of the following best defines quality customer service?

• Delivering a positive, memorable, experience that is more than what the customer expected

• Adhering to company policies when processing returns

• Doing exactly what company procedures say to do.

• Offering free items to customers in order to keep them coming back

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?

• $20-$30 million

• $100-$150 million

• $60-$70 billion

• $100-$150 billion

After one negative experience, approximately what percentage of people say they will never do business with the company again?

• 10%

• 20%

• 50%

• 75%

Which of the following does not describe a product feature?

• Price

• Flavor

• Texture

• Color

Which of the following is the valid reason for you, as an employee, not to escort a customer to the location of a product that they're asked to see?

• The location is on the other side of the store, so it would be a long walk

• You're not sure exactly where the product is located

• You're working with another customer and can't leave your area

• The customer doesn't seem likely to be able to afford a product

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

• Admit that you don't know the answer and take the customer to a coworker or supervisor who can help

• Give your best-guess answer and let the customer figure it out from there

• Suggest that the customer consider and alternate product that you are more familiar with

• Look for information on the product's packaging or on relevant signs

The type of mindset that limits your ability to grow and learn as an employee is called:

• Fixed

• Growth

• Product

• Retail

A good way to help a customer form a good impression about you even before you interact with them is to:

• Be sure to always look busy

• Call out to the customer to get their attention

• Use nonverbal communication, such as having confident posture and making eye contact

• Approach the customer as soon as you see them, anywhere