NRF Customer Service - Quiz 4

The warranty is an excellent tool for you to use to:

• Reassure the customer about a product's quality.

• Increase the product's price.

• Limit the customer's return options.

• Encourage customers to buy more products.

Turn your phone interaction into a loyal customer by: Letting the customer know about sales events, Mentioning services he may not be aware of, Offering to ship items directly to the customer

• Letting the customer know about sales events

• Offering discounts on future purchases

• All of the above

• Providing a loyalty card

Communication is important! When providing service to a person who is hearing impaired, you should:

• Ask the customer how he would like to communicate.

• Speak loudly and clearly to the customer.

• Use written notes to communicate without asking.

• Assume the customer can read lips.

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

• Service with a smile

• Apologize and offer a discount

• Ignore the complaint

• Redirect to another department

By becoming an expert at special orders, you may benefit by: Learning more about the products you sell, Learning more about customer needs and interests, Getting to know people in other departments

• Improving your sales techniques

• Learning more about the products you sell

• All of the above

• Focusing solely on customer complaints

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.

• True

• False

• Sometimes

• Not sure

When balancing service between phone customers and those you may already be helping in the store, you should:

• Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone

• Ignore the phone and focus solely on the in-store customer

• Put the in-store customer on hold while you answer the phone

• Ask the in-store customer to leave so you can take the phone call

Which of the following steps will help you keep commitments to customers?

• Promising customers you will find the items they request

• Calling customers back only when you can find the requested item or information

• Immediately stopping whatever you're doing to take care of phone customer requests

• Calling customers back in a timely manner

When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.

• True

• False

• Always provide assistance

• Assistance is optional

When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.

• True

• False

• Sometimes

• Only for certain disabilities