NRF CUSTOMER SERVICE EXAM
STUDY GUIDE QUESTIONS &
ANSWERS
A good reason for creating an opening for discussion is to: - ANSWERGet to know what
the customer wants
Which is an appropriate reasons for following up with a customer? - ANSWERYou
finally located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation. -
ANSWERFalse
How would you handle a situation where a customer wants a brand that you don't carry?
- ANSWERGet permission from him to show the items you do have that meet his needs
When the customer presents you with a problem, you should ask her: - ANSWERHow
she would like the situation solved
Showing respect for a customer's business card means you should: - ANSWERMake
some comment to indicate you have read it
T/F: 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. - ANSWERTrue
T/F: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them. - ANSWERTrue
When acting as a personal shopper, you should: - ANSWERSelect only items that fit her
interest
To keep the lines of communication open, the best question to ask: - ANSWERBegin
with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with customers
& specific information that reminds you of their purchases and preferences. -
ANSWERTrue
It is important to build a relationship with your customer. In the first few seconds after
you notice the customer's arrival, you should: - ANSWERGreet the customer and make
him feel welcome
, T/F: Most customers respond favorably to the hard sell technique because it shows
them your belief in the product. - ANSWERFalse
What is a good reason to ask customers for their business cards? - ANSWERWhen
customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services
you sell: - ANSWERShows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be helpful to
explain complex tasks one step at a time. - ANSWERTrue
T/F: 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. -
ANSWERTrue
T/F: Keeping records of customer complaints and the methods used to resolve them will
help you resolve similar situations in the future. - ANSWERTrue
If a customer walks directly to an item, this may indicate that he: - ANSWERKnows what
he wants and would probably appreciate quick, efficient service
T/F: As a sales associate, you can help build trust by making sure customers
understand & benefit from the product warranties. - ANSWERTrue
When using the T.H.A.N.K.S. method, "K" stands for: - ANSWER"Know a solution if the
customer does not suggest one"
If your store does not offer the particular product of service the customer is looking for,
your first option should always be to: - ANSWERSuggest alternatives that your store
does carry
When working with customers with disabilities be sure to take your time, be patient, and:
- ANSWERLet the customer help you understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience when
he comes to your store are: - ANSWER• An enjoyable atmosphere and super service
True or False: When using the T.H.A.N.K.S. method, "T" stands for - ANSWER"Thank
the customer for bringing the problem to your attention"
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: - ANSWERThat the delivery people
were courteous and careful
STUDY GUIDE QUESTIONS &
ANSWERS
A good reason for creating an opening for discussion is to: - ANSWERGet to know what
the customer wants
Which is an appropriate reasons for following up with a customer? - ANSWERYou
finally located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation. -
ANSWERFalse
How would you handle a situation where a customer wants a brand that you don't carry?
- ANSWERGet permission from him to show the items you do have that meet his needs
When the customer presents you with a problem, you should ask her: - ANSWERHow
she would like the situation solved
Showing respect for a customer's business card means you should: - ANSWERMake
some comment to indicate you have read it
T/F: 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. - ANSWERTrue
T/F: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them. - ANSWERTrue
When acting as a personal shopper, you should: - ANSWERSelect only items that fit her
interest
To keep the lines of communication open, the best question to ask: - ANSWERBegin
with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with customers
& specific information that reminds you of their purchases and preferences. -
ANSWERTrue
It is important to build a relationship with your customer. In the first few seconds after
you notice the customer's arrival, you should: - ANSWERGreet the customer and make
him feel welcome
, T/F: Most customers respond favorably to the hard sell technique because it shows
them your belief in the product. - ANSWERFalse
What is a good reason to ask customers for their business cards? - ANSWERWhen
customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services
you sell: - ANSWERShows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be helpful to
explain complex tasks one step at a time. - ANSWERTrue
T/F: 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. -
ANSWERTrue
T/F: Keeping records of customer complaints and the methods used to resolve them will
help you resolve similar situations in the future. - ANSWERTrue
If a customer walks directly to an item, this may indicate that he: - ANSWERKnows what
he wants and would probably appreciate quick, efficient service
T/F: As a sales associate, you can help build trust by making sure customers
understand & benefit from the product warranties. - ANSWERTrue
When using the T.H.A.N.K.S. method, "K" stands for: - ANSWER"Know a solution if the
customer does not suggest one"
If your store does not offer the particular product of service the customer is looking for,
your first option should always be to: - ANSWERSuggest alternatives that your store
does carry
When working with customers with disabilities be sure to take your time, be patient, and:
- ANSWERLet the customer help you understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience when
he comes to your store are: - ANSWER• An enjoyable atmosphere and super service
True or False: When using the T.H.A.N.K.S. method, "T" stands for - ANSWER"Thank
the customer for bringing the problem to your attention"
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: - ANSWERThat the delivery people
were courteous and careful
