NRF Customer Service 100 questions
According to market research, what percentage of customers are likely to spend more if the sales associate is helpful? • 25% • 32% • 45%
45%
Which of the following might be acceptable techniques for directing a customer to the Customer Service department? A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment." B). "You'll have to take this to Customer Service; I can't help you here." C). "Someone in Customer Service can help you with that; I'll show you the way."
A and C
A new customer comes into your department, but you are helping another customer. You should: • Focus all your attention on your current customer • Let the new customer wait his turn until you have completed your current sale • Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him • Help the customer who looks like he will spend the most money
Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him
Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above
All of the above
If you schedule a personal shopping appointment with a customer, it would be a good idea to: • Call and confirm the appointment the day before • Set aside some items you think the customer will be interested in • Keep your appointment book with you at all times so you don't double-book yourself • All of the above
All of the above
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
All of the above
Turn the phone interaction into a powerful tool by: • a) Letting the customer know about sales events • b) Mentioning services he may not be aware of • c) Offering to ship items directly to the customer • c) All of the above
All of the above
When customers come to you with complaints, you need to: • Listen carefully • Be patient • Get information • All of the above
All of the above
Your business card or the sales receipt is a good place to make notes for a customer regarding: • Your work schedule so the customer can contact you in the future • The date a special order is due • An upcoming sale • All of the above
All of the above
When fitting the products to the customer, you should: • Ask questions that will help her define the right fit • Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Communication is important! When providing service to a person who is hearing impaired, you should: • Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers? • Ask the customer how he would like to communicate • Speak as loudly as you can. speak clearly, and stand very close to his ear while you talk
Ask the customer how he would like to communicate
You can best determine the customer's needs by gathering information through careful observation and by: • Telling the customer everything you know about your products • Asking the customer thoughtful questions • Deciding the type of products you think the customer should buy
Asking the customer thoughtful questions
Personal shopping services may be appropriate for which of the following customers? A). A shopper who says she just wants to browse B). A shopper who asks you to help select gift items for the holidays C). A customer who is in a hurry and does not have time to look for specific items
B). and C).
Projecting a professional and friendly image includes: • Behaving in an alert and courteous manner • Dressing in expensive, professional looking clothing • Standing behind your cash register and waiting for the customer to come to you • Shaking the hand of each customer
Behaving in an alert and courteous manner
Acting as a personal shopper: • Can add interest and challenge to your job • Should be avoided since it takes you away from other customers • Does not require any special skills or talents
Can add interest and challenge to your job
When your customer asks you to make an exception to the company policy regarding warranties, you should probably: • Make the exception, but only if the customer promises to make additional purchases • Check with your immediate supervisor or manager • Tell him you do not make exceptions
Check with your immediate supervisor or manager
Even if your company's return policy restricts what you can do for the customer, you should: • Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it • Do what the customer asks; management will have to support your decision • Consider alternatives, such as offering a discount coupon or a free sample
Consider alternatives, such as offering a discount coupon or a free sample
If your company does not have a manual that describes all the major product warranties, you should: • Decide on a general, neutral comment you can make if customers ask you about a warranty • Avoid talking about warranties with your customers • Create your own by making copies of the various product warranties and related information
Create your own by making copies of the various product warranties and related information
Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. True or False
False
Customer follow-up is always a good idea, no matter what the situation. True or False
False
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 or False
False
It's a good idea to offer customers several of your business cards and ask them to hand them out to their friends. True or False
False
Most customers respond favorably to a salesperson who insists on selling a product because it shows them your believe in the product. True or False
False
Once you have sent the product out for repair or ordered a replacement, your work is finished. True or False
False
The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale. True or False
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 or False
False
When a customer comes in, let him/her use some extra minutes to look around. True or False
False
When a customer do not make a purchase, I should ignore him next time. True or False
False
You should make sure that, in your absence, other sales associates do not have access to information about your special orders. True or False
False
Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. True or False
False
If you find yourself having to resolve a very difficult issue, you may want to: • Get help from a more senior employee • Ask the customer to come back another time • Tell the customer that he is being unreasonable
Get help from a more senior employee
It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should: • a) Find your sales book and get it ready for your next sale • b) Make sure your clothes are neat and you look professional • c) Tidy up the product display before showing it to the customer • d) Greet the customer and make him feel welcome
Greet the customer and make him feel welcome
Which of the following phrases might be appropriate when discussing clothing size with your customer? • Have you worn this brand before? What size was most comfortable for you? • You look to be about a siz XX. • You wear a bigger size on the bottom than on the top. • How big are you?
Have you worn this brand before? What size was most comfortable for you?
Three ways to create a positive impression of you an the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and: • a) Stating that the products in your store are far better than those in other stores • b) Suggesting that he buy "top of the line" products • c) Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
As a sales associate, your goal is to: • Decide who's right or wrong • Keep the returns to a minimum • Keep the customer coming back
Keep the customer coming back
Customer complaints should be welcomed because they provide an opportunity to: • Do something different for a change • Get customers back to the store so they'll buy more • Learn about problems so improvements can be made • Learn who the potential "problem customers" are
Learn about problems so improvements can be made
One of the most important skills in being a personal shopper is to: • Always guess correctly at what the customer wants • Listen carefully for clues about the customer's preferences • Convince customers to follow your advice
Listen carefully for clues about the customer's preferences
When customers request any of the service "extras" your store offers: • 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 contact Customer Service for further information • 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
Make a note in your client record system so you can provide more personalized service when those customers return in the future
The best way to talk to a new customer is to: • Flatter her--tell her she has taste and looks great • Interacct as if you are old friends • Convince her that you know what is best for her to buy • Match what you say and your tone of voice to her personality
Match what you say and your tone of voice to her personality
Referring a customer to a competitor because you do not carry a certain item will likely result in: • a) The customer seeking you out for future needs • b) The customer never returning to your store • c) A lost sales opportunity for you • d) None of the above
None of the above
To assist your customers in a personal way, you should become familiar with: • Resources in and near your store • Their relatives, special friends, and loved ones • Entertainment centers and movie theaters in the district
Resources in and near your store
Your ultimate goal as a sales associate is to: • Satisfy the customer • Provide service to as many customers as you can • Meet your quota each month
Satisfy the customer
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: • An excuse for the product's failure • A cup of coffee • Service with a smile
Service with a smile
If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave themselves while their parent makes this important decision
Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
A customer who likes the top of the line products and is always looking for new releases is known as the trendy customer. True or False
True
As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information. True or False
True
As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. True or False
True
As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience. True or False
True
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. True or False
True
If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. True or false
True
Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. True or False
True
One of the best ways to turn the customer into a loyal customer is to treat the customer with high quality customer service. True or False
True
The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information. True or False
True
The customer has said, "No thank you" when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed. True or False
True
The customer's return policy should always be clearly displayed in writing. True or False
True
When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. True or False
True
When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not. True or False
True
When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. True or False
True
When using the T.H.A.N.K.S. method, "S" stands for "Solve the problem, or find someone who can." True or False
True
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention." True or False
True
You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. True or False
True
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 or False
True
You should explain all warranty conditions to your customer at the time of purchase. True or False
True
You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. True or False
True
You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests. True or False
True
You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. True or False
True
Which of the following are acceptable ways to ask a customer's permission to provide alternatives? • We don't carry that specific brand, but may I suggest. . . • Is that the only brand you were interested in? • Is ther anything else you were looking for? • We don't recommend that item. May I show you a better product? • All of the above
We don't carry that specific brand, but may I suggest. . .
Which of the following are examples of open-ended questions? • Is this all for you today? • Do you like blue or brown? • What features are important to you? Can I help you?
What features are important to you?
If you do not have business cards, you can help the customer remember you by: • Asking the customer for something on which to write your name and number • Writing "thank you" on the sales receipt and signing your name • Telling the customer how many sales awards you have won • Using your own name often in the conversation
Writing "thank you" on the sales receipt and signing your name
Which of the following statements best describes why a client record system is called a "living" record? • You will spend more time maintaining your records than you do actually serving customers • It should be accessible to anyone who wants to read it • You should constantly refer to it and update it with new information
You should constantly refer to it and update it with new information
When balancing service between phone customers and those you may already be helping in the store, you should: • a) Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone • b) Move your in-store customer over by the phone and help both customers at the same time • c) Tell your in-store customer that you need to get the phone and she should look around for awhile
a) Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone
When the customer presents you with a problem, you should ask her: • a) How she would like the situation solved • b) If she stops at your store on a regular basis • c) Who is at fault in the situation
a) How she would like the situation solved
If a customer walks directly to an item, this may indicate that he: • a) Knows what he wants and would probably appreciate quick, efficient service • b) Just wants to look at the item and has no interest in buying
a) Knows what he wants and would probably appreciate quick, efficient service
Which of the following items would NOT be an appropriate finishing touch to your service? • a)Send a postcard thanking the customer for letting you help him select a gift for his wife • b) Send a handwritten note thanking the customer for his business • c) Call the customer to make sure he is satisfied with his purchase • 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
a) Send a postcard thanking the customer for letting you help him select a gift for his wife
Showing the customer that you and your store stand behind the products and services you sell: • a) Shows a professionalism that builds customer loyalty • b) Encourages customers to return items more frequently • c) Limits the profit on some items
a) Shows professionalism that builds customer loyalty
If your store does not offer the particular product of service the customer is looking for, your first option should always be to: • a) Suggest alternatives that your store does carry • b) Inform him of the drawbacks of the product he is seeking • c) Convince the customer he doesn't need it anyway • d) Immediately refer him to a competitor
a) Suggest alternatives that your store does carry
A customer walks in the store asking for an specific item you always have in store and seems to be very popular. The item is right in the front display but the customer missed it. What should the sales associate do? • a) Take the customer to the display and hand the item to him. • b) Tell the customer to check the displays in the store. • c) Tell the customer that the item is in the first display of the store. • d) Take the customer to the display and tell him that the item he is looking was right in the front. You don`t believe he was able to miss it.
a) Take the customer to the display and hand the item to him.
When customers enlist you as their personal shopper, they probably should expect: • a) To steer customers towards slow-moving merchandise • b) to decrease returns • c) to answer questions and satisfy customer needs
a) To answer questions and satisfy customer needs
When customers return merchandise, you should: • a) Treat them with the same respect you would if they were making a purchase • b) Not worry about how you treat them, because you don't want them to come back again • c) Make sure they have a good reason for doing so
a) Treat them with the same respect you would if they were making a purchase
How would you handle a situation where a customer wants a brand that you don't carry? • a) Convince him that your brands are better • b) Get permission from him to show the items you do have that meet his needs • c) Tell him that he won't find anything better than what you have • d) Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway • e) Tell him you don't carry that brand then excuse yourself to serve someone else
b) Get permission from him to show the items you do have that meet his needs
When working with customers with disabilities be sure to take your time, be patient, and: • a) When you can, make decisions for the customer • b) Let the customer help you understand his needs • c) Speak loudly, using a lot of hand gestures
b) Let the customer help you understand his needs
In addition to explaining features and benefits of a product, what should a sales associate suggest to customers? • a) Purchase products that for now will help them but in the future save more money to buy more quality products • b) Purchase products that will help the customer enjoy the experience of having a new item (add-on) • c) Purchase accessories weeks later so that they know they like the product
b) Purchase products that will help the customer enjoy the experience of having a new item (add-on)
What portion of the general population may have disabilities which are not obvious and may be difficult to perceive? • a) One-third • b) Two-thirds • c) One-fourth
b) Two-thirds
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 finally located an item the customer asked for a while back • c) You want to know why a customer did not make it in for a special sale • d) You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now
b) You finally located an item the customer asked for a while back
When using the T.H.A.N.K.S. method, "K" stands for: • a) "Keep asking what the customer wants, even when the solution is obvious to you" • b) "Know when to give in to the customer's demands" • c) "Know a solution if the customer does not suggest one" • d) "Keep the customer from asking for a refund"
c) "Know a solution if the customer does not suggest one"
If your company does not supply business cards, you should: • a) Tell the customer that the company is too cheap to give you business cards • b) Tell customers that they can find the store number in the phone directory • c) Check to make sure creating your own will not violate company policy • d) Tell customers your name and phone number and offer them a pen to write it down
c) Check to make sure creating your own will not violate company policy
If a customer becomes abusive, you should probably: • a) Tell him he is being abusive and call security • b) Refund his money immediately • c) Contact your manager
c) Contact your manager
A good reason for creating an opening for discussion is to: • a) Break down the customer's sales resistance • b) Convince the customer how much you know about the product • c) Get to know what the customer wants
c) Get to know what the customer wants
The warranty is an excellent tool for you to use to: • a) Prove that your company has the best price. • b) Explain your company's return policy. • c) Reassure the customer about a product's quality. • d) All of the above
c) Reassure the customer about a product's quality.
When helping a customer, the sales associate should: • a) Choose a wide selection of items from which the customer can choose • b) Ignore the customer's bad taste and choose the items that you think she should wear • c) Select only items that fit her interest
c) Select only items that fit her interest
Which is the BEST way to communicate the benefits of a product? a) Compare the product to a competitor`s product b) Refer the customer to the product label c) Share personal experience about using the product d)Ask the store manager to demonstrate the product
c) Share personal experience about the product
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) If the customer really liked the deal you gave im • b) If the customer has any friends that might like the item • c) That the delivery people were courteous and careful
c) That the delivery people were courteous and careful
To become familiar with products, you should: • a) Read labels, spend time with other sells associate and ask questions • b) Ask the customer to read the manual • c) Attend company trainings • d) A and C
d) A and C
By becoming an expert at special orders, you may benefit by: • a) Learning more about the products you sell • b) Learning more about customer needs and interests • c) Getting to know people in other departments • d) All of the above
d) All of the above
In preparing a resource list for your customers, you should consider including: • a) Local companies that have complementary services to the products you sell • b) Phone numbers that customers have requested in the past, such as a taxi service • c) Information about companies you recommend, such as repair shops • d) All of the above
d) All of the above
In your client record system, you should record: • a) Customer purchases • b) Customer interests • c) Follow-up activities • d) All of the above
d) All of the above
To keep the lines of communication open, the best question to ask: • a) Are the ones that are able to direct the customer to a decision • b) Are the ones that can be quickly answered with a "yes" or a "no" • c) Are structured to save the customer's time • d) Begin with who, what, where, when, how, or why
d) Begin with who, what, where, when, how, or why
helping customers over the phone. Which of the following steps will help you keep commitments to customers? • a) Promising customers you will find the items they request • b) Calling customers back only when you can find the requested item or information • c) Immediately stopping whatever you're doing to take care of phone customer requests • d) Calling customers back in a timely manner
d) Calling customers back in a timely manner
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: • a) An enjoyable atmosphere and quality customer service • b) Sales associates who look snazzy and take turns helping customers • c) Free coffee and doughnuts, and a clean restroom
• a) An enjoyable atmosphere and quality customer service
Keeping records about customer preferences: • a) Can help you provide more personalized service to returning customers • b) Will make customers suspicious of your ability to remember details • c) Requires an expensive computer system
• a) Can help you provide more personalized service to returning customers