NRF CUSTOMER SERVICE RISE UP EXAM &
PRACTICE EXAM QUESTIONS AND ANSWERS
PRACTICE QUESTIONS WITH SOLUTIONS
NEWEST | ALREADY GRADED A+
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 -
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 - ANSWER-Behaving in an alert
and courteous manner
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 - ANSWER-Get to know what
the customer wants
Which of the following are appropriate reasons for following up with a
customer?
• You are curious whether a gift your customer purchased was well
received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she
is shopping somewhere else now - ANSWER-You finally located an
item the customer asked for a while back
Customer follow-up is always a good idea, no matter what the situation
True or False - ANSWER-False
,How would you handle a situation where a customer wants a brand that
you don't carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his
needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand;
show him your items anyway
• Tell him you don't carry that brand then excuse yourself to serve
someone else - ANSWER-Get permission from him to show the items
you do have that meet his needs
When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation - ANSWER-How she would like the
situation solved
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
, • Make some comment to indicate you have read it
• Never write on it - ANSWER-Make some comment to indicate you
have read it
If you don't have a warranty manual available or are unsure about a
warranty ANSWER, a resource to consider is co-workers or your
supervisor.
True or false - ANSWER-True
You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False - ANSWER-True
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 - ANSWER-Select only items
that fit her interest
To keep the lines of communication open, the best question to ask:
PRACTICE EXAM QUESTIONS AND ANSWERS
PRACTICE QUESTIONS WITH SOLUTIONS
NEWEST | ALREADY GRADED A+
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 -
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 - ANSWER-Behaving in an alert
and courteous manner
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 - ANSWER-Get to know what
the customer wants
Which of the following are appropriate reasons for following up with a
customer?
• You are curious whether a gift your customer purchased was well
received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she
is shopping somewhere else now - ANSWER-You finally located an
item the customer asked for a while back
Customer follow-up is always a good idea, no matter what the situation
True or False - ANSWER-False
,How would you handle a situation where a customer wants a brand that
you don't carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his
needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand;
show him your items anyway
• Tell him you don't carry that brand then excuse yourself to serve
someone else - ANSWER-Get permission from him to show the items
you do have that meet his needs
When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation - ANSWER-How she would like the
situation solved
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
, • Make some comment to indicate you have read it
• Never write on it - ANSWER-Make some comment to indicate you
have read it
If you don't have a warranty manual available or are unsure about a
warranty ANSWER, a resource to consider is co-workers or your
supervisor.
True or false - ANSWER-True
You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False - ANSWER-True
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 - ANSWER-Select only items
that fit her interest
To keep the lines of communication open, the best question to ask:
