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

4. When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not.

• 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

12. Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates.

• True

• False

10. Which of the following statements best describes why a client record system is called a “living” record?

• A. It should be accessible to anyone who wants to read it

• B. You should constantly refer to it and update it with new information

• C. You will spend more time maintaining your records than you do actually serving customers

8. Keeping records about customer preferences:

• A. Will make customers suspicious of your ability to remember details

• B. Requires an expensive computer system

• C. Can help you provide more personalized service to returning customers

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

• A. Customer purchases

• B. Customer interests

• C. Follow-up activities

• D. All of the above

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

5. Which of the following items would NOT be an appropriate finishing touch to your service?

• A. Call the customer to make sure he is satisfied with his purchase

• B. Send a handwritten note thanking the customer for his business

• C. Send a postcard thanking a customer for letting you help him select a gift for his wife

• D. Give the customer your business card and encourage him to return to the store

• E. Remember the customer’s name and use it when he comes in again

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

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