NRF Customer Service - Quiz 5

To assist your customers in a personal way, you should become familiar with:

• Their relatives, special friends, and loved ones

• Entertainment centers and movie theaters in the district

• Resources in and near your store

• Local restaurants and cafes

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities

• True

• False

• It depends on the situation

• Only if the customer requests it

You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.

• True

• False

• Sometimes

• Only in certain situations

You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.

• True

• False

• Sometimes

• Only if requested

When customers request any of the service "extras" your store offers:

• Make a note in your client record system so you can provide more personalized service when those customers return in the future

• Ignore the request and continue with the standard service

• Offer a discount on the next purchase

• Ask the customer to fill out a feedback form

When working with customers with disabilities be sure to take your time, be patient, and:

• Let the customer help you understand his needs

• Assume you know what they need

• Speak louder to ensure they hear you

• Limit the time spent with them

To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.

• True

• False

• Only if the shopper requests it

• It depends on the situation

You should go out of your way to make customers with disabilities feel like they don't have to do anything.

• True

• False

• It depends on the situation

• Only for certain disabilities

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

• One-third

• Half

• Two-thirds

• Three-quarters

Small kindnesses to your customers may include: Letting the customer make a local call to verify appropriateness or preference, Consolidating many small packages into one large shopping bag, Bringing merchandise to an older or disabled customer while he sits down, Telling a customer about a lounge where she may tend to her baby's needs

• Letting the customer make a local call to verify appropriateness or preference

• Consolidating many small packages into one large shopping bag

• Bringing merchandise to an older or disabled customer while he sits down

• All of the above