NRF CUSTOMER SERVICE ||100
QUESTIONS & SOLUTIONS
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 - ANSWERa) Excuse yourself courteously from your in-store
customer saying that you'll be right back and answer the phone
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 - ANSWERc) Contact your manager
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 - ANSWERa) To answer questions
and satisfy customer needs
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
- ANSWERc) Check to make sure creating your own will not violate company policy
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 - ANSWERc) Select only items that fit her
interest
,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 -
ANSWERb) 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 - ANSWERb) Two-thirds
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 - ANSWERGreet the customer and
make him feel welcome
Customer follow-up is always a good idea, no matter what the situation.
True or False - ANSWERFalse
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 - ANSWERTrue
You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them.
True or False - ANSWERTrue
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 - ANSWERTrue
, 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 - ANSWERTrue
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 - ANSWERTrue
Keeping records of customer complaints and the methods used to resolve them will help
you resolve similar situations in the future.
True or False - ANSWERTrue
As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties.
True or False - ANSWERTrue
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. - ANSWERa) Take the customer to
the display and hand the item to him.
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 - ANSWERTrue
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 - ANSWERCreate your own by making copies of the various product
warranties and related information
QUESTIONS & SOLUTIONS
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 - ANSWERa) Excuse yourself courteously from your in-store
customer saying that you'll be right back and answer the phone
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 - ANSWERc) Contact your manager
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 - ANSWERa) To answer questions
and satisfy customer needs
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
- ANSWERc) Check to make sure creating your own will not violate company policy
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 - ANSWERc) Select only items that fit her
interest
,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 -
ANSWERb) 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 - ANSWERb) Two-thirds
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 - ANSWERGreet the customer and
make him feel welcome
Customer follow-up is always a good idea, no matter what the situation.
True or False - ANSWERFalse
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 - ANSWERTrue
You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them.
True or False - ANSWERTrue
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 - ANSWERTrue
, 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 - ANSWERTrue
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 - ANSWERTrue
Keeping records of customer complaints and the methods used to resolve them will help
you resolve similar situations in the future.
True or False - ANSWERTrue
As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties.
True or False - ANSWERTrue
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. - ANSWERa) Take the customer to
the display and hand the item to him.
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 - ANSWERTrue
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 - ANSWERCreate your own by making copies of the various product
warranties and related information
