NRF CUSTOMER SALES & SERVICE
REVIEW 2026 LATEST UPDATE
Retailing is comprised of all of the business activities that add value to the products and
services customers buy. This includes:
1) merchandise assortment
2) packaging
3) customer service
4) All of the above - ANSWERAll of the above
List the elements of the distribution channel in the correct order: Men Want Real Chics -
ANSWERManufacturer, Wholesaler, Retailer, and Customer
Ashley Furniture is an example of what type of retailer? - ANSWERSpecialty Store
The terms multichannel and omnichannel are very similar. Which of them places the
focus on creating a seamless customer experience? - ANSWEROmnichannel
The method by which consumers acquire products and services? - ANSWERRetailing
The chain of business through which a good or service passes until it reaches the end
consumer is called--- - ANSWERdistribution channel
Which of the following produces the product?
1) Distribution Channel
2) manufacturer
3) Retailing
4) Retailer
5) Wholesaler - ANSWERManufacturer
Who buy large quantities of products and resells them? - ANSWERwholesaler
Which of the following receives, stores, displays, and presents the products to
customers? - ANSWERretailer
T/F (Closeout stores are owned by the manufacturer or retailer) - ANSWERTrue
Great customer service combines:
1) problem solving
2) Critical thinking
3) Professionalism
4) Respect
5) all answers are correct
6) two of the four answers are correct - ANSWERAll answers are correct
, Open ended questions tend to begin with... - ANSWERWhat
are things that are physical in nature, including color, size, etc. - ANSWERproduct
features
You know that you have all the information you need to successfully sell the products in
your store when you can confidently and intelligently answer all of your customer's
questions and solve routine problems (T/F) - ANSWERTrue
Studies show that customers who are not greeted when they enter a store spend more
money because they like to be left alone - ANSWERFalse
Studies show that customers who wait more than 30-40 seconds to be greeted think
they have waited 3-4 minutes (T/F) - ANSWERTrue
What is not a component of good customer service? - ANSWERasking close-ended
questions to get a definitive yes or no answer
What is one of the best ways to explain features and benefits to a customer?
1) demonstrate the product
2) explain the history of the product
3) show the customer the User's manual
4) discuss reviews of the product - ANSWERdemonstrate the product
When the customer receive good service, they tell ________ to _______ people, and
when they receive poor service, they tell an average of _________ people. -
ANSWER1-3-10
When the service is poor, what percent of retail customers refuse to go back to a store?
- ANSWER90%
What equation shows why customers are important to the employee? -
ANSWERcustomer = revenue = wages = employees
How soon upon a customer's entrance into the store should an associate greet the
customer? - ANSWER30 seconds
Tone is extremely important in customer service interactions over the phone. How long
does it take a customer to decide if they want to deal with you or your company over the
phone? - ANSWER10 seconds
If a customer appears on edge, upset, or angry, then you should: - ANSWERshow
empathy in your replies
REVIEW 2026 LATEST UPDATE
Retailing is comprised of all of the business activities that add value to the products and
services customers buy. This includes:
1) merchandise assortment
2) packaging
3) customer service
4) All of the above - ANSWERAll of the above
List the elements of the distribution channel in the correct order: Men Want Real Chics -
ANSWERManufacturer, Wholesaler, Retailer, and Customer
Ashley Furniture is an example of what type of retailer? - ANSWERSpecialty Store
The terms multichannel and omnichannel are very similar. Which of them places the
focus on creating a seamless customer experience? - ANSWEROmnichannel
The method by which consumers acquire products and services? - ANSWERRetailing
The chain of business through which a good or service passes until it reaches the end
consumer is called--- - ANSWERdistribution channel
Which of the following produces the product?
1) Distribution Channel
2) manufacturer
3) Retailing
4) Retailer
5) Wholesaler - ANSWERManufacturer
Who buy large quantities of products and resells them? - ANSWERwholesaler
Which of the following receives, stores, displays, and presents the products to
customers? - ANSWERretailer
T/F (Closeout stores are owned by the manufacturer or retailer) - ANSWERTrue
Great customer service combines:
1) problem solving
2) Critical thinking
3) Professionalism
4) Respect
5) all answers are correct
6) two of the four answers are correct - ANSWERAll answers are correct
, Open ended questions tend to begin with... - ANSWERWhat
are things that are physical in nature, including color, size, etc. - ANSWERproduct
features
You know that you have all the information you need to successfully sell the products in
your store when you can confidently and intelligently answer all of your customer's
questions and solve routine problems (T/F) - ANSWERTrue
Studies show that customers who are not greeted when they enter a store spend more
money because they like to be left alone - ANSWERFalse
Studies show that customers who wait more than 30-40 seconds to be greeted think
they have waited 3-4 minutes (T/F) - ANSWERTrue
What is not a component of good customer service? - ANSWERasking close-ended
questions to get a definitive yes or no answer
What is one of the best ways to explain features and benefits to a customer?
1) demonstrate the product
2) explain the history of the product
3) show the customer the User's manual
4) discuss reviews of the product - ANSWERdemonstrate the product
When the customer receive good service, they tell ________ to _______ people, and
when they receive poor service, they tell an average of _________ people. -
ANSWER1-3-10
When the service is poor, what percent of retail customers refuse to go back to a store?
- ANSWER90%
What equation shows why customers are important to the employee? -
ANSWERcustomer = revenue = wages = employees
How soon upon a customer's entrance into the store should an associate greet the
customer? - ANSWER30 seconds
Tone is extremely important in customer service interactions over the phone. How long
does it take a customer to decide if they want to deal with you or your company over the
phone? - ANSWER10 seconds
If a customer appears on edge, upset, or angry, then you should: - ANSWERshow
empathy in your replies
