NRF Customer Service & Sales Review

Front

A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?

Back

Please be aware that it is our store policy that personalized items cannot be returned.

Front

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?

Back

Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.

Front

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?

Back

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

Front

A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

Back

“Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”

Front

If a customer asks how to clean a dress, which is the BEST source for this information? Options: a. Manufacturer's customer service department, b. Product care label on the dress, c. Department manager, d. Product warranty

Back

Product care label on the dress

Front

A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?

Back

Show medium-priced sofas and adjust according to the customer's reactions.

Front

An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?

Back

Praising and touching a particular dining room set

Front

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?

Back

$50.63

Front

What should the associate do FIRST when two customers come in for a special on inflatable pools and learn that only one unit is left in the store?

Back

Offer to contact another store to see if they have any pools left.

Front

What should a retail associate do if he or she discovers an electrical hazard?

Back

Secure the area, and report the situation to management.