Page 1 of 33
NRF CUSTOMER SERVICE EXAM STUDY GUIDE
| FREQUENTLY TESTED QUESTIONS WITH
CORRECT ANSWERS | BRAND NEW!
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
Which of the following are acceptable ways to ask a customer's
permission to provide alternatives?
• We don't carry that specific brand, but may I suggest. . .
• Is that the only brand you were interested in?
• Is ther anything else you were looking for?
• We don't recommend that item. May I show you a better
product?
,Page 2 of 33
• All of the above - ✔✔✔ Correct Answer > We don't carry that specific
brand, but may I suggest. . .
Which of the following might be acceptable techniques for
directing a customer to the Customer Service department?
• "Customer service is on the third floor; take the elevator and
turn right when you get off. I'd go with you. but I can't leave this
area unattended at the moment."
• "You'll have to take this to Customer Service; I can't help you
here."
• "Someone in Customer Service can help you with that; I'll show
you the way."
• A and C - ✔✔✔ Correct Answer > A and C
Your business card or the sales receipt is a good place to make
notes for a customer regarding:
• Your work schedule so the customer can contact you in the
future
• The date a special order is due
• An upcoming sale
• All of the above - ✔✔✔ Correct Answer > All of the above
,Page 3 of 33
Customer complaints should be welcomed because they provide
an opportunity to:
• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are - ✔✔✔ Correct
Answer > Learn about problems so improvements can be made
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can
choose
• Ignore the customer's bad taste and choose the items that you
think she should wear
• Select only items that fit her interest - ✔✔✔ Correct Answer > Select
only items that fit her interest
To keep the lines of communication open, the best question to
ask:
• Are the ones that are able to direct the customer to a decision
, Page 4 of 33
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why - ✔✔✔ Correct
Answer > Begin with who, what, where, when, how, or why
When something goes wrong or a product does not perform as
expected, provide the customer with a quick resolution and:
• An excuse for the product's failure
• A cup of coffee
• Service with a smile - ✔✔✔ Correct Answer > Service with a smile
The best way to talk to a new customer is to:
• Flatter her--tell her she has taste and looks great
• Interacct as if you are old friends
• Convince her that you know what is best for her to buy
• Match what you say and your tone of voice to her personality -
✔✔✔ Correct Answer > Match what you say and your tone of voice to
her personality
Which of the following items would NOT be an appropriate
finishing touch to your service?
NRF CUSTOMER SERVICE EXAM STUDY GUIDE
| FREQUENTLY TESTED QUESTIONS WITH
CORRECT ANSWERS | BRAND NEW!
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
Which of the following are acceptable ways to ask a customer's
permission to provide alternatives?
• We don't carry that specific brand, but may I suggest. . .
• Is that the only brand you were interested in?
• Is ther anything else you were looking for?
• We don't recommend that item. May I show you a better
product?
,Page 2 of 33
• All of the above - ✔✔✔ Correct Answer > We don't carry that specific
brand, but may I suggest. . .
Which of the following might be acceptable techniques for
directing a customer to the Customer Service department?
• "Customer service is on the third floor; take the elevator and
turn right when you get off. I'd go with you. but I can't leave this
area unattended at the moment."
• "You'll have to take this to Customer Service; I can't help you
here."
• "Someone in Customer Service can help you with that; I'll show
you the way."
• A and C - ✔✔✔ Correct Answer > A and C
Your business card or the sales receipt is a good place to make
notes for a customer regarding:
• Your work schedule so the customer can contact you in the
future
• The date a special order is due
• An upcoming sale
• All of the above - ✔✔✔ Correct Answer > All of the above
,Page 3 of 33
Customer complaints should be welcomed because they provide
an opportunity to:
• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are - ✔✔✔ Correct
Answer > Learn about problems so improvements can be made
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can
choose
• Ignore the customer's bad taste and choose the items that you
think she should wear
• Select only items that fit her interest - ✔✔✔ Correct Answer > Select
only items that fit her interest
To keep the lines of communication open, the best question to
ask:
• Are the ones that are able to direct the customer to a decision
, Page 4 of 33
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why - ✔✔✔ Correct
Answer > Begin with who, what, where, when, how, or why
When something goes wrong or a product does not perform as
expected, provide the customer with a quick resolution and:
• An excuse for the product's failure
• A cup of coffee
• Service with a smile - ✔✔✔ Correct Answer > Service with a smile
The best way to talk to a new customer is to:
• Flatter her--tell her she has taste and looks great
• Interacct as if you are old friends
• Convince her that you know what is best for her to buy
• Match what you say and your tone of voice to her personality -
✔✔✔ Correct Answer > Match what you say and your tone of voice to
her personality
Which of the following items would NOT be an appropriate
finishing touch to your service?
