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NRF Customer Service Rise Up Exam
NRF Customer Service Rise Up Exam &
Practice Exam Questions and Answers
Practice Questions with Solutions
Newest | Already Graded A+
You start a new job at a clothing store. You are not sure what to wear on the first day and
what the dress code is. What would be the best way to find out this information?
a. Ask your friend who works at a similar store.
b. Ask your manager for what the dress code expectations will be.
c. Show up the first day and hope you are dressed ok.
d. Ask a coworker what to wear. –
, 2
NRF Customer Service Rise Up Exam
Correct Answer :b. Ask your manager for what the dress code expectations will be.
A customer drops off a radio at the repair shop. The shop calls to let the customer know it is
ready to be picked up. The customer comes to pick it up and the customer service
representative can't find the radio. After waiting 20 minutes, the customer is getting agitated.
What should the customer service representative do?
a. Tell the customer that you can not find it and for them to come back later and see if it has
been located.
b. Tell the customer that you can provide a discount on an even better radio.
c. Apologize for the inconvenience and offer to deliver the radio for no additional fee after the
radio has been located.
d. Tell the customer that the phone call must have been a mistake and that you will call them
back later. –
Correct Answer :c. Apologize for the inconvenience and offer to deliver the radio for no
additional fee after the radio has been located.
A customer service representative who works at a makeup store decides to sign up for a new
makeup training product for the second time. Why is it a good idea for them to take the
training, even though they have already had the same training previously?
a. To help her with her job and career advancement.
b. To help her with product knowledge to assist customers with new product lines
c. So that she can apply her own make up better.
d. So that she can understand the competition better. –
Correct Answer :b. To help her with product knowledge to assist customers with new product
lines
, 3
NRF Customer Service Rise Up Exam
A man walks into a department store to buy a blender that he needs today. A retail associate
goes to look, but finds out it's out of stock and won't be in until next week. What is the best
FIRST action to take in this situation to assist the customer?
a. Tell the customer that it is out of stock, but you would be happy to order one and have it
ready next week.
b. Show the customer a similar blender with similar pricing and features.
c. Tell the customer that there are some in stock at another location.
d. Tell the customer that its out of stock and walk away as you can't help them. –
Correct Answer :c. Tell the customer that there are some in stock at another location.
A customer would like to buy a new camera that has many features. What is the best source
of vendor supplied information, so that you can demonstrate all of the features and assist the
customer along with answer any questions they have about the product?
a. Competitor store
b. From other employees who have used the product and are familiar with the features
c. The vendor website
d. Trade magazine –
Correct Answer :c. The vendor website
A customer leaves a negative review on social media. What is the best way to address this
situation?
a. Ignore the feedback and don't say anything
b. Become defensive and write an angry response
c. Respond to the feedback by offering the customer a solution and apologize for their
experience and request they contact you so that you can make it right.
d. Send them a coupon in the mail so that they will come back and shop at your store.
, 4
NRF Customer Service Rise Up Exam
- Correct Answer :c. Respond to the feedback by offering the customer a solution and
apologize for their experience and request they contact you so that you can make it right.
A customer comes into your lawn care store and needs 50 bags of mulch to purchase today.
It looks like you only have 40 bags of mulch, but you have another shipment coming in that
afternoon. What do you tell them?
a. I am sorry, but we do not have that much but Home Depot has more.
b. Nothing, just give them the 40 bags you do have.
c. Let them know you only have 40 bags, but you could put one aside for them when the
shipment comes in if they can come back.
d. Offer them a different kind of mulch for the last bag. –
Correct Answer :c. Let them know you only have 40 bags, but you could put one aside for
them when the shipment comes in if they can come back.
What gesture would be a positive first impression for a customer walking into a store?
a. An associate tapping their foot on the ground.
b. An associate crossing their arms.
c. An associate putting their hands on their hips.
d. An associate making eye contact and smiling. –
Correct Answer :d. An associate making eye contact and smiling.
A sales associate needs to write an email to a customer letting them know their order has
arrived and is ready for pick up. What tone should the email communication have?
a. Professional and businesslike
b. Fun and casual
c. Like you are writing a close friend.
NRF Customer Service Rise Up Exam
NRF Customer Service Rise Up Exam &
Practice Exam Questions and Answers
Practice Questions with Solutions
Newest | Already Graded A+
You start a new job at a clothing store. You are not sure what to wear on the first day and
what the dress code is. What would be the best way to find out this information?
a. Ask your friend who works at a similar store.
b. Ask your manager for what the dress code expectations will be.
c. Show up the first day and hope you are dressed ok.
d. Ask a coworker what to wear. –
, 2
NRF Customer Service Rise Up Exam
Correct Answer :b. Ask your manager for what the dress code expectations will be.
A customer drops off a radio at the repair shop. The shop calls to let the customer know it is
ready to be picked up. The customer comes to pick it up and the customer service
representative can't find the radio. After waiting 20 minutes, the customer is getting agitated.
What should the customer service representative do?
a. Tell the customer that you can not find it and for them to come back later and see if it has
been located.
b. Tell the customer that you can provide a discount on an even better radio.
c. Apologize for the inconvenience and offer to deliver the radio for no additional fee after the
radio has been located.
d. Tell the customer that the phone call must have been a mistake and that you will call them
back later. –
Correct Answer :c. Apologize for the inconvenience and offer to deliver the radio for no
additional fee after the radio has been located.
A customer service representative who works at a makeup store decides to sign up for a new
makeup training product for the second time. Why is it a good idea for them to take the
training, even though they have already had the same training previously?
a. To help her with her job and career advancement.
b. To help her with product knowledge to assist customers with new product lines
c. So that she can apply her own make up better.
d. So that she can understand the competition better. –
Correct Answer :b. To help her with product knowledge to assist customers with new product
lines
, 3
NRF Customer Service Rise Up Exam
A man walks into a department store to buy a blender that he needs today. A retail associate
goes to look, but finds out it's out of stock and won't be in until next week. What is the best
FIRST action to take in this situation to assist the customer?
a. Tell the customer that it is out of stock, but you would be happy to order one and have it
ready next week.
b. Show the customer a similar blender with similar pricing and features.
c. Tell the customer that there are some in stock at another location.
d. Tell the customer that its out of stock and walk away as you can't help them. –
Correct Answer :c. Tell the customer that there are some in stock at another location.
A customer would like to buy a new camera that has many features. What is the best source
of vendor supplied information, so that you can demonstrate all of the features and assist the
customer along with answer any questions they have about the product?
a. Competitor store
b. From other employees who have used the product and are familiar with the features
c. The vendor website
d. Trade magazine –
Correct Answer :c. The vendor website
A customer leaves a negative review on social media. What is the best way to address this
situation?
a. Ignore the feedback and don't say anything
b. Become defensive and write an angry response
c. Respond to the feedback by offering the customer a solution and apologize for their
experience and request they contact you so that you can make it right.
d. Send them a coupon in the mail so that they will come back and shop at your store.
, 4
NRF Customer Service Rise Up Exam
- Correct Answer :c. Respond to the feedback by offering the customer a solution and
apologize for their experience and request they contact you so that you can make it right.
A customer comes into your lawn care store and needs 50 bags of mulch to purchase today.
It looks like you only have 40 bags of mulch, but you have another shipment coming in that
afternoon. What do you tell them?
a. I am sorry, but we do not have that much but Home Depot has more.
b. Nothing, just give them the 40 bags you do have.
c. Let them know you only have 40 bags, but you could put one aside for them when the
shipment comes in if they can come back.
d. Offer them a different kind of mulch for the last bag. –
Correct Answer :c. Let them know you only have 40 bags, but you could put one aside for
them when the shipment comes in if they can come back.
What gesture would be a positive first impression for a customer walking into a store?
a. An associate tapping their foot on the ground.
b. An associate crossing their arms.
c. An associate putting their hands on their hips.
d. An associate making eye contact and smiling. –
Correct Answer :d. An associate making eye contact and smiling.
A sales associate needs to write an email to a customer letting them know their order has
arrived and is ready for pick up. What tone should the email communication have?
a. Professional and businesslike
b. Fun and casual
c. Like you are writing a close friend.
