NRF CUSTOMER SERVICE EXAM ACTUAL EXAM
2026 | ALL QUESTIONS AND CORRECT
ANSWERS | VERIFIED ANSWERS | JUST
RELEASED | UPDATED VERSION
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 ---------CORRECT ANSWER-----------------Create
your own by making copies of the various product warranties and
related information
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 -------
--CORRECT ANSWER-----------------Acknowledge the new customer's
presence with eye contact and/or a brief comment that you'll be right
with him
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 ---------CORRECT ANSWER-----------
------Behaving in an alert and courteous manner
You should acknowledge customers with disabilities by making eye
contact, smiling, and extending a greeting. True or False ---------
CORRECT ANSWER-----------------True
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 --
-------CORRECT ANSWER-----------------Make a note in your client record
system so you can provide more personalized service when those
customers return in the future
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? ---------CORRECT ANSWER-----------------What features
are important to you?
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 ---------CORRECT ANSWER-----------------B and C
According to market research, what percentage of customers are likely
to spend more if the sales associate is helpful?
• 25%
• 32%
• 45% ---------CORRECT ANSWER-----------------45%
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 ---------CORRECT ANSWER-------
----------Get to know what the customer wants
2026 | ALL QUESTIONS AND CORRECT
ANSWERS | VERIFIED ANSWERS | JUST
RELEASED | UPDATED VERSION
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 ---------CORRECT ANSWER-----------------Create
your own by making copies of the various product warranties and
related information
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 -------
--CORRECT ANSWER-----------------Acknowledge the new customer's
presence with eye contact and/or a brief comment that you'll be right
with him
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 ---------CORRECT ANSWER-----------
------Behaving in an alert and courteous manner
You should acknowledge customers with disabilities by making eye
contact, smiling, and extending a greeting. True or False ---------
CORRECT ANSWER-----------------True
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 --
-------CORRECT ANSWER-----------------Make a note in your client record
system so you can provide more personalized service when those
customers return in the future
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? ---------CORRECT ANSWER-----------------What features
are important to you?
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 ---------CORRECT ANSWER-----------------B and C
According to market research, what percentage of customers are likely
to spend more if the sales associate is helpful?
• 25%
• 32%
• 45% ---------CORRECT ANSWER-----------------45%
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 ---------CORRECT ANSWER-------
----------Get to know what the customer wants
