NRF: Customer Service Practice Test

A good reason for creating an opening for discussion is to:

• Break down the customer's sales resistance

• Convince the customer how much you know about the product

• Get to know what the customer wants

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You finally located an item the customer asked for a while back

• You want to know why a customer did not make it in for a special sale

• You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now

How would you handle a situation where a customer wants a brand that you don't carry?

• Convince him that your brands are better
  

• Get permission from him to show the items you do have that meet his needs

• Tell him that he won't find anything better than what you have

• Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway

Customer follow-up is always a good idea, no matter what the situation

• True

• False

Showing respect for a customer's business card means you should:

• Put it in your purse or wallet for safe keeping

• Make some comment to indicate you have read it

• Never write on it

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

• True

• False

You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.

• True

• False

You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.

• True

• False

It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:

• Find your sales book and get it ready for your next sale

• Make sure your clothes are neat and you look professional

• Tidy up the product display before showing it to the customer

• Greet the customer and make him feel welcome

Which of the following are good reasons to ask customers for their business cards?

• So you can build up your client records with names of potential customers

• So you can claim these customers as your own and keep co-workers from making sales to them

• To learn more about them so you can suggest items that you think they can afford

• When customers show interest in an upcoming event and you offer to remind them