NRF Rise Up - Customer Service and Sales Review #1

What question do you ask to get feedback to see if the computer software met expectations of the customer?

• What new features have you used?

• How satisfied are you with the software?

• What issues have you encountered?

• Would you recommend this software to others?

A sales associate forgot how long it takes to charge the battery of an MP3. What should he do?

• He should ask another person

• He should review online class

• He should look on Internet when he goes home

• He should check the user manual

Which store offers the best price?

• Store 1

• Store 2

• Store 3

• Store 4

When the sale associate is stocking the shelves, he should first make sure he/she:

• Reads the instructions on the manual to know how to use.

• Asks a customer for assistance.

• Checks the inventory list for stock levels.

• Cleans the shelves before stocking.

A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item. What should you do?

• Let them know you can’t accept the return but you can make an exchange.

• Accept the return since it is within the month.

• Offer a full refund since the customer is unhappy.

• Ask the customer to find the price tag and return later.

Customer: “I think this rug would be perfect for my daughter’s room, but I’m afraid that the color might be too dark.” The Associate should respond with:

• That is the only color it comes in. Do you want to look at some other styles?

• We have a lighter color option available if you prefer.

• This rug is very popular and many customers love the color.

• You can always return it if you don't like the color.

Which statement about customer service is correct? Excellent customer service results in a more positive business reputation.

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

• Customer service has no impact on business reputation.

• Poor customer service can enhance a business's reputation.

• Customer service is only important for large businesses.

When balancing service between phone customers and those you may already be helping in the store, you should:

• Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone

• Ignore the phone and focus solely on the in-store customer

• Put the in-store customer on hold while you answer the phone

• Ask the in-store customer to leave so you can take the phone call

A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for?

• What is your budget for a new phone?

• How will you be using your phone, for example business or personal use?

• Do you prefer a specific brand of cell phone?

• Would you like to see the latest models available?

What is T in SMART goals?

• Time

• Task

• Team

• Technology