NRF Customer Service - Quiz 2

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

• True

• False

• Sometimes

• Only for important clients

Which of the following statements best describes why a client record system is called a "living" record?

• It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

• You will spend more time maintaining your records than you do actually serving customers

• It is only updated once a year

When customers come to you with complaints, you need to: Listen carefully, Be patient, Get information

• Listen carefully

• Be patient

• Get information

• All of the above

In your client record system, you should record: Customer purchases, Customer interests, Follow-up activities

• Customer purchases only

• Customer interests only

• Follow-up activities only

• All of the above

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

• True

• False

• It depends on the situation

• Only for important customers

If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you contact the customer on the first try.

• True

• False

• Only on weekends

• During business hours

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• That the delivery people were courteous and careful

• That the package was undamaged and intact

• That the delivery was made within the scheduled time

• That the customer received a discount on their next purchase

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

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

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

Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future.

• True

• False

• Sometimes

• Not sure

Once you have sent the product out for repair or ordered a replacement, your work is finished.

• True

• False

• Your work is only beginning.

• You must wait for confirmation.