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WorksheetsNRF Customer Service - Quiz 5
Total questions: 15
Worksheet time: 8mins
You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
True
False
To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.
True
False
You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.
True
False
You should go out of your way to make customers with disabilities feel like they don't have to do anything.
True
False
Your manager should warn you in advance if you will be giving service to a customer with significant disabilities
True
False
You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.
True
False
What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
One-third
Two-thirds
One-fourth
When working with customers with disabilities be sure to take your time, be patient, and:
Speak loudly, using a lot of hand gestures
Let the customer help you understand his needs
When you can, make decisions for the customer
When customers request any of the service "extras" your store offers:
Tell them they'll have to contact Customer Service for further information
Make a note in your client record system so you can provide more personalized service when those customers return in the future
Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time
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
All of the above
You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests.
True
False
To assist your customers in a personal way, you should become familiar with:
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
Resources in and near your store
Small kindnesses to your customers may include:
Letting the customer make a local call to verify appropriateness or preference
Consolidating many small packages into one large shopping bag
Bringing merchandise to an older or disabled customer while he sits down
Telling a customer about a lounge where she may tend to her baby's needs
All of the above
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
Free coffee and doughnuts, and a clean restroom
Sales associates who look snazzy and take turns helping customers
As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience.
True
False
