NRF Rise Up - Customer Service and Sales Review #1

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 ensure they hear you.

• Use written notes to communicate without asking.

• Assume they prefer to use sign language without asking.

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

• Call or email to check if the delivery was received on time and items not damaged.

• Offer a discount on future purchases.

• Schedule a follow-up appointment for maintenance.

• Provide a tutorial on how to use the appliance.

Providing quick and efficient service to all customers.

• Promptness

• Delay

• Negligence

• Indifference

A customer wants to purchase a $75 winter coat. She has a 25% off coupon for one item and a 10% coupon for her entire purchase. Both can be used. What is the total of her purchase?

• $50.63

• $55.00

• $60.75

• $62.50

To keep the lines of communication open, the BEST questions to ask:

• Are ones that can be quickly answered with a “yes” or a “no”

• Begin with who, what, where, when, how, or why

• Are ones that can direct the customer to a decision

• Are structured to save the customer’s time

A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. Sales associate’s BEST response is:

• I understand, let me get someone to assist you.

• I cannot match that price, but I can offer you a discount.

• We do not match competitor prices, sorry.

• That's not our policy, but I can help you with something else.

In a department store, a $40 dress is marked, "Save 25%." What is the sale price of the dress?

• $35

• $30

• $25

• $32

The customer has looked at several watches and seems to like one best. She tried it on, sets it to the correct time and asks whether the band can be changed to another style. The associate shows her the options, and she likes one in particular. The Associate should respond with:

• We’ll be having a sale on watches sometime next month.

• This watch is very popular and sells quickly.

• Unfortunately, we don't have any other styles available.

• The band is not changeable for this model.

In preparing a resource list for your customers, you should consider including: Local companies that have complementary services to the products you sell, Phone numbers that customers have requested in the past, such as a taxi service, Information about companies you recommend, such as repair shops

• Only local companies with complementary services

• Phone numbers that customers have requested in the past

• Information about companies you recommend

• All of the above

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