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NRF Customer Service - Quiz 4

Authored by Wayground Content

Business

9th - 12th Grade

Used 16+ times

NRF Customer Service - Quiz 4
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15 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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