NRF Customer Service Lesson 3

What is one way to reassure a customer about product performance?

• Offer a discount

• Use the warranty

• Provide free samples

• Extend the return period

When should you explain the warranty to a customer?

• After the sale is complete

• During the product demonstration

• As you close the sale

• When the customer asks for it

Who should be the first point of contact when a customer is not satisfied?

• The store manager

• The customer service hotline

• The salesperson

• The warranty department

Why is it important to make the return policy known?

• To confuse customers

• To hide company rules

• To ensure customers are aware of their options

• To discourage returns

What opportunity can be created by handling returns well?

• Increase in product prices

• Build customer loyalty

• Reduce customer visits

• Eliminate customer complaints

When should customers be informed about the return policy?

• After the purchase

• During a sale event

• At the time of purchase

• When they return an item

What is important to know if an issue is beyond your authority?

• Who can help the customer

• How to ignore the issue

• How to avoid the customer

• How to refuse assistance

What is the first step in handling customer complaints according to the lesson?

• Apologize for the inconvenience

• Thank the customer for bringing the problem to your attention

• Know a solution

• Solve the problem or find someone who can

What does the 'K' in the acronym THANKS stand for in handling customer complaints?

• Know a solution

• Keep calm

• Kindly respond

• Kickstart the process

How should complaints be viewed according to the lesson?

• As a nuisance

• As a chance to improve customer loyalty

• As a reason to terminate service

• As a minor issue