NRF Customer service Lesson 4

What is one of the key components of conducting customer follow-up?

• Product Development

• Follow-Up Etiquette

• Market Analysis

• Financial Planning

What is one method mentioned for conducting customer follow-up?

• Social media post

• Telephone message

• In-person visit

• Newsletter

What is another method listed for customer follow-up besides a telephone message and thank you card?

• E-mail

• Text message

• Direct mail

• Online chat

What is one aspect of follow-up etiquette mentioned in the lesson?

• To follow up or not

• Be aggressive

• Ignore the customer

• Use informal language

What should you keep in mind to maintain professionalism during follow-up?

• Keep it professional

• Use slang

• Be overly casual

• Ignore etiquette

When is it appropriate to conduct a follow-up according to the Follow-Up Etiquette?

• After the purchase of a 99 cents pen

• On costly merchandise like appliances or computers

• On items that are not shipped

• On any purchase regardless of value

Why should you follow up on merchandise that is shipped or delivered?

• To ensure it was expensive

• To confirm it arrived on time and in good condition

• To check if the customer liked the color

• To see if the customer wants to return it

What is an important aspect of phone etiquette when conducting customer follow-up?

• Call late at night for better chances of reaching the customer

• Consider the most appropriate time and place

• Call when most telemarketers call

• Avoid leaving messages

When is it advisable to call a customer for follow-up?

• During the night

• When most telemarketers call

• During the day and leave a message

• On weekends only

What is an important aspect of follow-up etiquette when conducting customer follow-up?

• Use casual language

• Keep it professional

• Discuss personal issues

• Avoid all communication