NRF Rise Up - Customer Service and Sales Review #1

The warranty is an excellent tool for you to:

• Reassure the customer about a product's quality.

• Encourage customers to buy more products.

• Limit the company's liability for defects.

• Provide a discount on future purchases.

When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.

• True

• False

• Sometimes

• Only for children

A retailer may allow for a more flexible return policy because it

• Increases customer dissatisfaction by making returns difficult.

• Keeps customers from being dissatisfied by allowing them to return or exchange.

• Reduces the number of customers who make purchases.

• Encourages customers to buy more items without considering their choices.

Which is not a way to provide consistent and reliable service?

• Product knowledge

• Dealing with problems

• Long waiting time

• Short waiting time

A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?

• Ignore the mark and continue loading the table.

• Acknowledge the mark, take the item back to the store, and exchange it for a new one.

• Offer a discount to the customer for the scratched table.

• Apologize to the customer and leave the table as is.

Turn your phone interaction into a loyal customer by: Letting the customer know about sales events, Mentioning services he may not be aware of, Offering to ship items directly to the customer

• Letting the customer know about sales events

• Offering to ship items directly to the customer

• Mentioning services he may not be aware of

• All of the above

The customer returns to the store for the second time today to take another look at a bicycle for her child. She says she has decided on the one to buy and asks whether someone can help her get it into her car. The Associate should respond with:

• Yes, I’d be happy to carry it out for you. I also noticed another bike you might be interested in. Do you want to see it first?

• I'm sorry, but we cannot assist with that.

• You can take it to your car yourself, it's not that heavy.

• Let me check if we have someone available to help you.

The company’s return policy should always be clearly displayed in writing.

• True

• False

• It depends on the company

• Only for online purchases

Which statement about customer service is correct?

• Excellent customer service results in a more positive business reputation.

• Customer service has no impact on business success.

• Poor customer service can lead to increased sales.

• Customer service is only important for large companies.

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