NRF RISE UP CUSTOMER SERVICE
ACTUAL /NEWEST 2024 WITH WELL
SORTED QUESTIONS AND
ANSWERS /GRADED A+/
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 - ANSWER -
When 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:
• Shows a professionalism that builds customer loyalty
• Encourages customers to return items more frequently
• Limits the profit on some items - ANSWER -Shows a professionalism that builds customer loyalty
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 - ANSWER -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 - ANSWER -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 - ANSWER -True
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 - ANSWER -Knows what he wants and
would probably appreciate quick, efficient service
As a sales associate, you can help build trust by making sure customers understand and benefit from
the product warranties. True or False - ANSWER -True
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" - 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:
• 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 - ANSWER -Suggest alternatives that your store does carry
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 - ANSWER -Let 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:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping customers
• Free coffee and doughnuts, and a clean restroom - ANSWER -• An enjoyable atmosphere and
super service
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 - ANSWER -True
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 - ANSWER -That the delivery people were
courteous and careful
ACTUAL /NEWEST 2024 WITH WELL
SORTED QUESTIONS AND
ANSWERS /GRADED A+/
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 - ANSWER -
When 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:
• Shows a professionalism that builds customer loyalty
• Encourages customers to return items more frequently
• Limits the profit on some items - ANSWER -Shows a professionalism that builds customer loyalty
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 - ANSWER -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 - ANSWER -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 - ANSWER -True
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 - ANSWER -Knows what he wants and
would probably appreciate quick, efficient service
As a sales associate, you can help build trust by making sure customers understand and benefit from
the product warranties. True or False - ANSWER -True
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" - 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:
• 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 - ANSWER -Suggest alternatives that your store does carry
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 - ANSWER -Let 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:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping customers
• Free coffee and doughnuts, and a clean restroom - ANSWER -• An enjoyable atmosphere and
super service
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 - ANSWER -True
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 - ANSWER -That the delivery people were
courteous and careful
