NRF Customer Service & Sales: "Go the Extra Mile"

11. You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.

• True

• False

15. If your company does not supply business cards, you should:

• A. Tell customers that they can find the store number in the phone directory

• B. Check to make sure creating your own will not violate company policy

• C. Tell the customer that the company is too cheap to give you business cards

• D. Tell customers your name and phone number and offer them a pen to write it down

3. 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

6. Which of the following are appropriate reasons for following up with a customer?

• A. You are curious whether a gift your customer purchased was well received

• B. You want to know why a customer did not make it in for a special sale

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

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

2. 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:

• A. That the delivery people were courteous and careful

• B. If the customer really liked the deal you gave him

• C. If the customer has any friends that might like the item

1. Customer follow-up is always a good idea, now matter what the situation or who the customer.

• True

• False

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

• True

• False

14. If you do not have business cards, you can help the customer remember you by:

• A. Asking the customer for something on which to write your name and number

• B. Writing “thank you” on the sales receipt and signing your name

• C. Telling the customer how many sales awards you have won

• D. Using your own name often in the conversation

13. Your business card or the sales receipt is a good place to make notes for a customer regarding:

• A. Your work schedule so the customer can contact you in the future

• B. The date a special order is due

• C. An upcoming sale

• D. All of the above

9. In your client record system, you should record:

• A. Customer purchases

• B. Customer interests

• C. Follow-up activities

• D. All of the above