NRF CUSTOMER SERVICE RISE UP EXAM
& PRACTICE EXAM 180 Questions with
Correct Answers
1. When fitting the products to the customer, you should:
A. Ask questions that will help her define the right fit
B. Correct her if she tells you the wrong size
C. Tell her what size she needs based on your experience
D. Ignore her preferences and use a measuring tape
Answer: A. Ask questions that will help her define the right fit
2. Creating customer loyalty is rewarding for:
A. The store
B. The sales associate
C. The customer
D. All of the above
Answer: D. All of the above
3. If the customer isn't shopping alone, you can include the rest of the party by:
A. Showing some kind of service to others in the party, such as offering a chair, a
cup of coffee, and so on
B. Suggesting that the customer might want to make this shopping decision when
he is alone and can concentrate
C. Telling any children to behave themselves while their parent makes this
important decision
D. Asking the other party members to wait outside
Answer: A. Showing some kind of service to others in the party, such as
offering a chair, a cup of coffee, and so on
,4. Communication is important! When providing service to a person who is
hearing impaired, you should:
A. Call over to your sales associates and tell them you have a disabled person to
work with, would they please take care of the other customers?
B. Ask the customer how he would like to communicate
C. Speak as loudly as you can, speak clearly, and stand very close to his ear while
you talk
D. Write everything down without speaking
Answer: B. Ask the customer how he would like to communicate
5. You can best determine the customer’s needs by gathering information through
careful observation and by:
A. Telling the customer everything you know about your products
B. Asking the customer thoughtful questions
C. Deciding the type of products you think the customer should buy
D. Showing the customer the most expensive items first
Answer: B. Asking the customer thoughtful questions
6. If you are shipping an item, it may be appropriate to enclose a "Thank you note"
with your business card attached. True or False
A. True
B. False
Answer: A. True
7. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above
Answer: E. All of the above
,8. Which of the following phrases might be appropriate when discussing clothing
size with your customer?
A. Have you worn this brand before? What size was most comfortable for you?
B. You look to be about a six XX.
C. You wear a bigger size on the bottom than on the top.
D. How big are you?
Answer: A. Have you worn this brand before? What size was most
comfortable for you?
9. When customers come to you with complaints, you need to:
A. Listen carefully
B. Be patient
C. Get information
D. All of the above
Answer: D. All of the above
10. To speed up the customer service process, you should interact more with the
accompanying able-bodied person than with the shopper with disabilities. True or
False
A. True
B. False
Answer: B. False
11. You should make sure that, in your absence, other sales associates do not have
access to information about your special orders. True or False
A. True
B. False
Answer: B. False
12. When a customer is upset, the first thing you should do is:
A. Offer a discount
, B. Explain store policy
C. Listen actively without interrupting
D. Call the manager immediately
Answer: C. Listen actively without interrupting
13. Which of the following is an example of a closed-ended question?
A. "What brings you in today?"
B. "How can I help you?"
C. "Are you looking for a gift for someone?"
D. "Tell me about your style preferences."
Answer: C. "Are you looking for a gift for someone?"
14. When a customer asks for a product you do not have in stock, you should:
A. Simply say "No, we don't have it" and walk away
B. Apologize and offer to check other locations or order it online
C. Suggest they try a competitor
D. Tell them to come back next week
Answer: B. Apologize and offer to check other locations or order it online
15. The best way to build customer loyalty is to:
A. Offer the lowest prices every day
B. Provide consistent, personalized, and positive experiences
C. Give away free products with every purchase
D. Ignore minor complaints
Answer: B. Provide consistent, personalized, and positive experiences
16. When a customer is on the phone and you need to put them on hold, you
should:
A. Put them on hold immediately without asking
B. Ask for permission, explain why, and wait for a response
& PRACTICE EXAM 180 Questions with
Correct Answers
1. When fitting the products to the customer, you should:
A. Ask questions that will help her define the right fit
B. Correct her if she tells you the wrong size
C. Tell her what size she needs based on your experience
D. Ignore her preferences and use a measuring tape
Answer: A. Ask questions that will help her define the right fit
2. Creating customer loyalty is rewarding for:
A. The store
B. The sales associate
C. The customer
D. All of the above
Answer: D. All of the above
3. If the customer isn't shopping alone, you can include the rest of the party by:
A. Showing some kind of service to others in the party, such as offering a chair, a
cup of coffee, and so on
B. Suggesting that the customer might want to make this shopping decision when
he is alone and can concentrate
C. Telling any children to behave themselves while their parent makes this
important decision
D. Asking the other party members to wait outside
Answer: A. Showing some kind of service to others in the party, such as
offering a chair, a cup of coffee, and so on
,4. Communication is important! When providing service to a person who is
hearing impaired, you should:
A. Call over to your sales associates and tell them you have a disabled person to
work with, would they please take care of the other customers?
B. Ask the customer how he would like to communicate
C. Speak as loudly as you can, speak clearly, and stand very close to his ear while
you talk
D. Write everything down without speaking
Answer: B. Ask the customer how he would like to communicate
5. You can best determine the customer’s needs by gathering information through
careful observation and by:
A. Telling the customer everything you know about your products
B. Asking the customer thoughtful questions
C. Deciding the type of products you think the customer should buy
D. Showing the customer the most expensive items first
Answer: B. Asking the customer thoughtful questions
6. If you are shipping an item, it may be appropriate to enclose a "Thank you note"
with your business card attached. True or False
A. True
B. False
Answer: A. True
7. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above
Answer: E. All of the above
,8. Which of the following phrases might be appropriate when discussing clothing
size with your customer?
A. Have you worn this brand before? What size was most comfortable for you?
B. You look to be about a six XX.
C. You wear a bigger size on the bottom than on the top.
D. How big are you?
Answer: A. Have you worn this brand before? What size was most
comfortable for you?
9. When customers come to you with complaints, you need to:
A. Listen carefully
B. Be patient
C. Get information
D. All of the above
Answer: D. All of the above
10. To speed up the customer service process, you should interact more with the
accompanying able-bodied person than with the shopper with disabilities. True or
False
A. True
B. False
Answer: B. False
11. You should make sure that, in your absence, other sales associates do not have
access to information about your special orders. True or False
A. True
B. False
Answer: B. False
12. When a customer is upset, the first thing you should do is:
A. Offer a discount
, B. Explain store policy
C. Listen actively without interrupting
D. Call the manager immediately
Answer: C. Listen actively without interrupting
13. Which of the following is an example of a closed-ended question?
A. "What brings you in today?"
B. "How can I help you?"
C. "Are you looking for a gift for someone?"
D. "Tell me about your style preferences."
Answer: C. "Are you looking for a gift for someone?"
14. When a customer asks for a product you do not have in stock, you should:
A. Simply say "No, we don't have it" and walk away
B. Apologize and offer to check other locations or order it online
C. Suggest they try a competitor
D. Tell them to come back next week
Answer: B. Apologize and offer to check other locations or order it online
15. The best way to build customer loyalty is to:
A. Offer the lowest prices every day
B. Provide consistent, personalized, and positive experiences
C. Give away free products with every purchase
D. Ignore minor complaints
Answer: B. Provide consistent, personalized, and positive experiences
16. When a customer is on the phone and you need to put them on hold, you
should:
A. Put them on hold immediately without asking
B. Ask for permission, explain why, and wait for a response
