NRF Rise Up - Customer Service and Sales Review #1

To keep the lines of communication open, the BEST questions to ask:

• Are ones that can be quickly answered with a “yes” or a “no”
• Begin with who, what, where, when, how, or why
• Are ones that can direct the customer to a decision
• Are structured to save the customer’s time

Policies that are open to interpretation by store employees

• Customer satisfaction
• Government law
• My safety
• liability of product

Which of the following is a benefit?

• The comforter is white.
• The comforter is versatile.
• The comforter is queen size.
• The comforter has a high thread count.

A sales associate can limit objections in sales presentations by

• Allowing an amount of time for feedback
• Not going over their price limit
• Telling all features
• Build rapport and trust and focus on needs

The BEST follow-up by the sales associate after a washer & dryer are bought & are to be delivered the next day is to:

• Call the day before the delivery
• Call the day after the delivery
• Send a thank you note

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

• Call or email to check if the delivery was received on time and items not damaged
• Ask the customer next time they come in how the item is working
• Put that they bought the appliance in your database

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

• Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit
• Ask them why they didn’t want it and give them store credit
• No returns at this point in time

A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for?

• Do you like a certain brand?
• Is there a price you are staying within?
• How will you be using your phone, for example business or personal use?

A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. Sales associate’s BEST response is

• We can't do anything
• I understand, let me get someone to assist you
• I apologize, here is the corporate office number

Why should a sales associate read a flyer about a competitor’s price?

• Be knowledgeable of prices when informing customer
• To tell the customers about the stores that have products that cost more than yours
• To always price your product a few cents below their products