NRF study guide for exam

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A good reason for creating an opening for discussion is to:

• Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants

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1

A good reason for creating an opening for discussion is to:

• Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants

Get to know what the customer wants

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2

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • You want to know why a customer did not make it in for a special sale • You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now

You finally located an item the customer asked for a while back

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3

Customer follow-up is always a good idea, no matter what the situation True or False

False

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4

How would you handle a situation where a customer wants a brand that you don't carry?

• Convince him that your brands are better • Get permission from him to show the items you do have that meet his needs • Tell him that he won't find anything better than what you have • Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway • Tell him you don't carry that brand then excuse yourself to serve someone else

Get permission from him to show the items you do have that meet his needs

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5

When the customer presents you with a problem, you should ask her:

• How she would like the situation solved • If she stops at your store on a regular basis • Who is at fault in the situation

How she would like the situation solved

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6

Showing respect for a customer's business card means you should:

• Put it in your purse or wallet for safe keeping • Make some comment to indicate you have read it • Never write on it

Make some comment to indicate you have read it

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7

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

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8

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

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9

When acting as a personal shopper, you should:

• Choose a wide selection of items from which the customer can choose • Ignore the customer's bad taste and choose the items that you think she should wear • Select only items that fit her interest

Select only items that fit her interest

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10

To keep the lines of communication open, the best question to ask:

• Are the ones that are able to direct the customer to a decision • Are the ones that can be quickly answered with a "yes" or a "no" • Are structured to save the customer's time • Begin with who, what, where, when, how, or why

Begin with who, what, where, when, how, or why

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11

You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences. True or False

True

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12

It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:

• Find your sales book and get it ready for your next sale • Make sure your clothes are neat and you look professional • Tidy up the product display before showing it to the customer • Greet the customer and make him feel welcome

Greet the customer and make him feel welcome

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13

Most customers respond favorably to the hard sell technique because it shows them your belief in the product. True or False

False

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14

Which of the following are good reasons to ask customers for their business cards?

• So you can build up your client records with names of potential customers • So you can claim these customers as your own and keep co-workers from making sales to them • To learn more about them so you can suggest items that you think they can afford • When customers show interest in an upcoming event and you offer to remind them

When customers show interest in an upcoming event and you offer to remind them

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15

Showing the customer that you and your store stand behind the products and services you sell:

• Shows a professionalism that builds customer loyalty • Encourages customers to return items more frequently • Limits the profit on some items

Shows a professionalism that builds customer loyalty

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16

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

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17

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

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18

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

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19

If a customer walks directly to an item, this may indicate that he:

• Knows what he wants and would probably appreciate quick, efficient service • Just wants to look at the item and has no interest in buying

Knows what he wants and would probably appreciate quick, efficient service

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20

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. True or False

True

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21

When using the T.H.A.N.K.S. method, "K" stands for:

• "Keep asking what the customer wants, even when the solution is obvious to you" • "Know when to give in to the customer's demands" • "Know a solution if the customer does not suggest one" • "Keep the customer from asking for a refund"

"Know a solution if the customer does not suggest one"

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22

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Suggest alternatives that your store does carry • Inform him of the drawbacks of the product he is seeking • Convince the customer he doesn't need it anyway • Immediately refer him to a competitor

Suggest alternatives that your store does carry

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23

When working with customers with disabilities be sure to take your time, be patient, and:

• When you can, make decisions for the customer • Let the customer help you understand his needs • Speak loudly, using a lot of hand gestures

Let the customer help you understand his needs

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24

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 • Sales associates who look snazzy and take turns helping customers • Free coffee and doughnuts, and a clean restroom

• An enjoyable atmosphere and super service

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25

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

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26

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:

• If the customer really liked the deal you gave im • If the customer has any friends that might like the item • That the delivery people were courteous and careful

That the delivery people were courteous and careful

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27

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

All of the above

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28

Turn your phone interaction into a loyal customer by:

• Letting the customer know about sales events • Mentioning services he may not be aware of • Offering to ship items directly to the customer • All of the above

All of the above

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29

You should go out of your way to make customers with disabilities feel like they don't have to do anything. True or False

False

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30

When customers return merchandise, you should:

• Treat them with the same respect you would if they were making a purchase • Not worry about how you treat them, because you don't want them to come back again • Make sure they have a good reason for doing so

Treat them with the same respect you would if they were making a purchase

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31

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

Two-thirds

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32

Keeping records about customer preferences:

• Can help you provide more personalized service to returning customers • Will make customers suspicious of your ability to remember details • Requires an expensive computer system

• Can help you provide more personalized service to returning customers

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33

Referring a customer to a competitor will likely result in:

• The customer seeking you out for future needs • The customer never returning to your store • A lost sales opportunity for you • None of the above

None of the above

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34

When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in." True or False

False

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35

Which of the following steps will help you keep commitments to customers?

• Promising customers you will find the items they request • Calling customers back only when you can find the requested item or information • Immediately stopping whatever you're doing to take care of phone customer requests • Calling customers back in a timely manner

Calling customers back in a timely manner

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36

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:

• Stating that the products in your store are far better than those in other stores • Suggesting that he buy "top of the line" products • 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

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37

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

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38

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

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39

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

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40

You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. True or False

True

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41

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

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42

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?

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43

Personal shopping services may be appropriate for which of the following customers?

• A shopper who says she just wants to browse • A shopper who asks you to help select gift items for the holidays • A customer who is in a hurry and does not have time to look for specific items • B and C

B and C

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44

According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?

• 25% • 32% • 45%

45%

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45

When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. True or False

True

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46

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

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47

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

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48

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

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49

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

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50

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

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51

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

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52

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

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53

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

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54

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. True or False

False

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55

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

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56

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. . .

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57

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

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58

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

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59

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

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60

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

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61

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

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62

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

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63

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

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64

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

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65

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

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66

Creating customer loyalty is rewarding for:

• The store • The sales associate • The customer • All of the above

All of the above

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67

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

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68

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

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69

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

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70

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

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71

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

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72

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?

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73

When customers come to you with complaints, you need to:

• Listen carefully • Be patient • Get information • All of the above

All of the above

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74

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

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75

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

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76

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

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77

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

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78

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

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79

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

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80

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

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81

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

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82

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

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83

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 • Move your in-store customer over by the phone and help both customers at the same time • Tell your in-store customer that you need to get the phone and she should look around for awhile

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

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84

If a customer becomes abusive, you should probably:

• Tell him he is being abusive and call security • Refund his money immediately • Contact your manager

Contact your manager

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85

When customers enlist you as their personal shopper, they probably should expect:

• To save time and effort looking for items themselves • Several discounts • You to be available at all times

To save time and effort looking for items themselves

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86

The warranty is an excellent tool for you to use to:

• Prove that your company has the best price. • Explain your company's return policy. • Reassure the customer about a product's quality. • All of the above

Reassure the customer about a product's quality.

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87

In your client record system, you should record:

• Customer purchases • Customer interests • Follow-up activities • All of the above

All of the above

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88

If a customer's business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted. True or False

True

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89

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

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90

To help build customer loyalty, you should:

• Say what you'll do and be very clear on what you are promising; make notes so you will remember (your response) • Not risk disappointing a customer by telling him when you cannot make an exception • Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices • A and C

A and C

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91

The customer's return policy should always be clearly displayed in writing. True or False

True

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92

It is appropriate to call the competition to make sure they carry the item the customer is looking for. True or False

True

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93

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• "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." • "You'll have to take this to Customer Service; I can't help you here." • "Someone in Customer Service can help you with that; I'll show you the way." • A and C

A and C

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94

You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. True or False

True

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95

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

• Send a postcard thanking the customer for letting you help him select a gift for his wife • Send a handwritten note thanking the customer for his business • Call the customer to make sure he is satisfied with his purchase • Give the customer your business card and encourage him to return to the store • Remember the customer's name and use it when he comes in again

Send a postcard thanking the customer for letting you help him select a gift for his wife

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96

By becoming an expert at special orders, you may benefit by:

• Learning more about the products you sell • Learning more about customer needs and interests • Getting to know people in other departments • All of the above

All of the above

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97

If your company does not supply business cards, you should:

• Tell the customer that the company is too cheap to give you business cards • Tell customers that they can find the store number in the phone directory • Check to make sure creating your own will not violate company policy • Tell customers your name and phone number and offer them a pen to write it down

Check to make sure creating your own will not violate company policy

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98

Once you have sent the product out for repair or ordered a replacement, your work is finished. True or False

False

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99

You should explain all warranty conditions to your customer at the time of purchase. True or False

True

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100

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

False

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