NRF Customer Service - Quiz 3

If you find yourself having to resolve a very difficult issue, you may want to:

• Ask the customer to come back another time

• Tell the customer that he is being unreasonable

• Get help from a more senior employee

• Ignore the issue and move on

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment.

• You'll have to take this to Customer Service; I can't help you here.

• Someone in Customer Service can help you with that; I'll show you the way.

• A and C

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• Check with your immediate supervisor or manager

• Make the exception without consulting anyone

• Tell the customer that exceptions are not allowed

• Refer the customer to the company website

The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.

• True

• False

• It depends on the product

• Only for online sales

Customer complaints should be welcomed because they provide an opportunity to:

• Learn about problems so improvements can be made

• Ignore issues and maintain the status quo

• Increase customer dissatisfaction

• Reduce the need for feedback

When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in."

• True

• False

• Always prioritize the current customer over others.

• Acknowledge the problem but do not excuse yourself.

When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention."

• True

• Thank the customer for their patience.

• Thank the customer for their feedback.

• Thank the customer for their loyalty.

When customers return merchandise, you should:

• Treat them with the same respect you would if they were making a purchase

• Ignore their concerns and focus on new sales

• Ask them to leave the store immediately

• Offer them a discount on future purchases

The customer's return policy should always be clearly displayed in writing.

• True

• False

• Sometimes

• Only for online purchases

When the customer presents you with a problem, you should ask her:

• What the problem is

• How she would like the situation solved

• Why the problem occurred

• When the problem started