1
NRF Customer Service Rise Up -
Practice Exam Questions And
Answers
Active listening - correct-answer -The practice of hearing and understanding what
a speaker is saying out loud and any messages suggested behind the words.
Add-on services - correct-answer -Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their purchases).
Alterations - correct-answer -Modifications to products that help them best meet
the needs of customers (e.g., the tailoring of clothing items or installing additional
memory in a laptop).
Analytical communication style - correct-answer -A communication style refers to
the way a person interacts with others. Someone who has an analytical
communication style typically wants the important data, facts and logic.
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At-will employment - correct-answer -Employment subject to termination by an
employer at any time for any reason, except for an illegal reason such as
discrimination. An employee is also free to leave a job at any time, for any reason.
Body language cues - correct-answer -Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise - correct-answer -An extension of the company brand that reflects
the benefit of doing business with them—for example, providing quality customer
service.
Breakaway statements - correct-answer -Phrases used to smooth the transition
between one customer and the next one (e.g., "Would it be OK if I grab a few
items for another customer?").
Buying - correct-answer -The branch of retail in charge of selecting and purchasing
merchandise.
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Clientele - correct-answer -The collective group of customers that are served by a
specific retailer, when considered in total.
Closed-ended questions - correct-answer -Questions that aim to get you a short or
yes/no answer. These are useful to limit the scope of a conversation, to confirm a
specific response, or to close the sale. Closed- ended questions often begin with
words such as: will, can, may, are and do.
Company brand - correct-answer -The overall impression gathered from
information that is seen, heard and experienced by customers who encounter a
business, its products and its services.
Company culture - correct-answer -The unique way that an organization's
employees interact with each other and with customers. The culture defines the
personality of a company, and typically includes a variety of elements, such as
work environment, company mission, value, ethics, expectations and goals. A
company's culture can provide additional expectations for employees to deliver on
the company's brand promises.
Company website - correct-answer -A website that represents a retailer on the
Internet. Retailer websites typically provide customers with a way to browse and
purchase products and services that the company offers along with information
about store locations and hours, career opportunities and general information
about the company.
NRF Customer Service Rise Up -
Practice Exam Questions And
Answers
Active listening - correct-answer -The practice of hearing and understanding what
a speaker is saying out loud and any messages suggested behind the words.
Add-on services - correct-answer -Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their purchases).
Alterations - correct-answer -Modifications to products that help them best meet
the needs of customers (e.g., the tailoring of clothing items or installing additional
memory in a laptop).
Analytical communication style - correct-answer -A communication style refers to
the way a person interacts with others. Someone who has an analytical
communication style typically wants the important data, facts and logic.
, 2
At-will employment - correct-answer -Employment subject to termination by an
employer at any time for any reason, except for an illegal reason such as
discrimination. An employee is also free to leave a job at any time, for any reason.
Body language cues - correct-answer -Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise - correct-answer -An extension of the company brand that reflects
the benefit of doing business with them—for example, providing quality customer
service.
Breakaway statements - correct-answer -Phrases used to smooth the transition
between one customer and the next one (e.g., "Would it be OK if I grab a few
items for another customer?").
Buying - correct-answer -The branch of retail in charge of selecting and purchasing
merchandise.
, 3
Clientele - correct-answer -The collective group of customers that are served by a
specific retailer, when considered in total.
Closed-ended questions - correct-answer -Questions that aim to get you a short or
yes/no answer. These are useful to limit the scope of a conversation, to confirm a
specific response, or to close the sale. Closed- ended questions often begin with
words such as: will, can, may, are and do.
Company brand - correct-answer -The overall impression gathered from
information that is seen, heard and experienced by customers who encounter a
business, its products and its services.
Company culture - correct-answer -The unique way that an organization's
employees interact with each other and with customers. The culture defines the
personality of a company, and typically includes a variety of elements, such as
work environment, company mission, value, ethics, expectations and goals. A
company's culture can provide additional expectations for employees to deliver on
the company's brand promises.
Company website - correct-answer -A website that represents a retailer on the
Internet. Retailer websites typically provide customers with a way to browse and
purchase products and services that the company offers along with information
about store locations and hours, career opportunities and general information
about the company.
