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NRF Customer Service Rise Up Exam & Practice Exam
||Verified Exam!!!||Questions and Answers Practice
Questions with Solutions Newest | Already Graded
A+||Newest Exam!!!
An irate caller reaches you and starts berating your
company's service on a particular product that has been
controversial. You should:
A. Completely avoid talking about the specific product and
change the topic.
B. Listen carefully to the caller, take their number, and
promise to get the appropriate person to call back to
resolve any issues.
C. Take the offensive when a caller brings up the
controversial subject and try to convince the caller that
they are mistaken.
D. Tell the caller that the company is aware of the problem
and is taking steps to fix it.
E. Just listen - you can't please everyone. - Answer-B
When customers return merchandise, you should:
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A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they
were making a purchase
C. Not worry about how you treat them, because you don't
want them to come back again
D. Send them to the service counter to wait for a customer
service rep - Answer-B
You are with a customer and completing a sale. The
phone rings and you're supposed to answer phone calls
within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if
you can call him/her back.
B. Answer the phone and continue to help the customer at
the store at the same time.
C. Put the caller on hold, excuse yourself, and go find
another sales associate to handle the call.
D. Excuse yourself, answer the phone, and assist the
caller if they need a quick answer, and get back to your
customer. - Answer-D
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Product features are described as all of the following
except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how the
customer will enjoy it
D. Answering the question, "How?" - Answer-C
Turn your phone interaction into a loyal customer by:
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above - Answer-D
Which of the following steps will help you keep
commitments to customers?
A. Promising customers you will find the items they
request
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B. Calling customers back only when you can find the
requested item or information
C. Immediately stopping whatever you're doing to take
care of phone customer requests
D. Calling customers back in a timely manner - Answer-D
To help build customer loyalty, you should:
A. Say what you'll do and be very clear on what you are
promising; make notes so you will remember
B. Tell him or her you cannot make any exceptions
C. Make exceptions, but be sure to let the customer know
that you are making an exception and that your actions do
not reflect standard practices
D. Both A and C - Answer-D
Which of the following is not a component of good
customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or
no answer
NRF Customer Service Rise Up Exam & Practice Exam
||Verified Exam!!!||Questions and Answers Practice
Questions with Solutions Newest | Already Graded
A+||Newest Exam!!!
An irate caller reaches you and starts berating your
company's service on a particular product that has been
controversial. You should:
A. Completely avoid talking about the specific product and
change the topic.
B. Listen carefully to the caller, take their number, and
promise to get the appropriate person to call back to
resolve any issues.
C. Take the offensive when a caller brings up the
controversial subject and try to convince the caller that
they are mistaken.
D. Tell the caller that the company is aware of the problem
and is taking steps to fix it.
E. Just listen - you can't please everyone. - Answer-B
When customers return merchandise, you should:
,2|Page
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they
were making a purchase
C. Not worry about how you treat them, because you don't
want them to come back again
D. Send them to the service counter to wait for a customer
service rep - Answer-B
You are with a customer and completing a sale. The
phone rings and you're supposed to answer phone calls
within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if
you can call him/her back.
B. Answer the phone and continue to help the customer at
the store at the same time.
C. Put the caller on hold, excuse yourself, and go find
another sales associate to handle the call.
D. Excuse yourself, answer the phone, and assist the
caller if they need a quick answer, and get back to your
customer. - Answer-D
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Product features are described as all of the following
except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how the
customer will enjoy it
D. Answering the question, "How?" - Answer-C
Turn your phone interaction into a loyal customer by:
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above - Answer-D
Which of the following steps will help you keep
commitments to customers?
A. Promising customers you will find the items they
request
, 4|Page
B. Calling customers back only when you can find the
requested item or information
C. Immediately stopping whatever you're doing to take
care of phone customer requests
D. Calling customers back in a timely manner - Answer-D
To help build customer loyalty, you should:
A. Say what you'll do and be very clear on what you are
promising; make notes so you will remember
B. Tell him or her you cannot make any exceptions
C. Make exceptions, but be sure to let the customer know
that you are making an exception and that your actions do
not reflect standard practices
D. Both A and C - Answer-D
Which of the following is not a component of good
customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or
no answer
