1|Page
NRF CUSTOMER SERVICE RISE UP
ACTUAL EXAM PREP 2026 ALL QUESTIONS
AND CORRECT DETAILED ANSWERS
ALREADY A GRADED WITH EXPERT
FEEDBACK |NEW AND REVISED
If your store does not offer the particular product of service the customer
is looking for, your first option should always be to:
• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
• Immediately refer him to a competitor - ANSWER- Suggest
alternatives that your store does carry
When working with customers with disabilities be sure to take your
time, be patient, and:
• When you can, make decisions for the customer
• Let the customer help you understand his needs
• Speak loudly, using a lot of hand gestures - ANSWER- Let the
customer help you understand his needs
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Two of the basics needed to ensure that a customer has a pleasant
experience when he comes to your store are:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping customers
• Free coffee and doughnuts, and a clean restroom - ANSWER- • An
enjoyable atmosphere and super service
When using the T.H.A.N.K.S. method, "T" stands for "Thank the
customer for bringing the problem to your attention." True or False -
ANSWER- True
If an appliance or computer is being shipped, you might call the
customer to be certain it was delivered on time and in good condition
and:
• If the customer really liked the deal you gave im
• If the customer has any friends that might like the item
• That the delivery people were courteous and careful - ANSWER- That
the delivery people were courteous and careful
In preparing a resource list for your customers, you should consider
including:
• Local companies that have complementary services to the products you
sell
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• Phone numbers that customers have requested in the past, such as a
taxi service
• Information about companies you recommend, such as repair shops
• All of the above - ANSWER- All of the above
Turn your phone interaction into a loyal customer by:
• Letting the customer know about sales events
• Mentioning services he may not be aware of
• Offering to ship items directly to the customer
• All of the above - ANSWER- All of the above
You should go out of your way to make customers with disabilities feel
like they don't have to do anything. True or False - ANSWER- False
When customers return merchandise, you should:
• Treat them with the same respect you would if they were making a
purchase
• Not worry about how you treat them, because you don't want them to
come back again
• Make sure they have a good reason for doing so - ANSWER- Treat
them with the same respect you would if they were making a purchase
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What portion of the general population may have disabilities which are
not obvious and may be difficult to perceive?
• One-third
• Two-thirds
• One-fourth - ANSWER- Two-thirds
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
• Will make customers suspicious of your ability to remember details
• Requires an expensive computer system - ANSWER- • Can help you
provide more personalized service to returning customers
Referring a customer to a competitor will likely result in:
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above - ANSWER- None of the above
When using the T.H.A.N.K.S. method, "A" stands for "Appear
interested in the problem, but excuse yourself if another customer comes
in." True or False - ANSWER- False
NRF CUSTOMER SERVICE RISE UP
ACTUAL EXAM PREP 2026 ALL QUESTIONS
AND CORRECT DETAILED ANSWERS
ALREADY A GRADED WITH EXPERT
FEEDBACK |NEW AND REVISED
If your store does not offer the particular product of service the customer
is looking for, your first option should always be to:
• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
• Immediately refer him to a competitor - ANSWER- Suggest
alternatives that your store does carry
When working with customers with disabilities be sure to take your
time, be patient, and:
• When you can, make decisions for the customer
• Let the customer help you understand his needs
• Speak loudly, using a lot of hand gestures - ANSWER- Let the
customer help you understand his needs
,2|Page
Two of the basics needed to ensure that a customer has a pleasant
experience when he comes to your store are:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping customers
• Free coffee and doughnuts, and a clean restroom - ANSWER- • An
enjoyable atmosphere and super service
When using the T.H.A.N.K.S. method, "T" stands for "Thank the
customer for bringing the problem to your attention." True or False -
ANSWER- True
If an appliance or computer is being shipped, you might call the
customer to be certain it was delivered on time and in good condition
and:
• If the customer really liked the deal you gave im
• If the customer has any friends that might like the item
• That the delivery people were courteous and careful - ANSWER- That
the delivery people were courteous and careful
In preparing a resource list for your customers, you should consider
including:
• Local companies that have complementary services to the products you
sell
,3|Page
• Phone numbers that customers have requested in the past, such as a
taxi service
• Information about companies you recommend, such as repair shops
• All of the above - ANSWER- All of the above
Turn your phone interaction into a loyal customer by:
• Letting the customer know about sales events
• Mentioning services he may not be aware of
• Offering to ship items directly to the customer
• All of the above - ANSWER- All of the above
You should go out of your way to make customers with disabilities feel
like they don't have to do anything. True or False - ANSWER- False
When customers return merchandise, you should:
• Treat them with the same respect you would if they were making a
purchase
• Not worry about how you treat them, because you don't want them to
come back again
• Make sure they have a good reason for doing so - ANSWER- Treat
them with the same respect you would if they were making a purchase
, 4|Page
What portion of the general population may have disabilities which are
not obvious and may be difficult to perceive?
• One-third
• Two-thirds
• One-fourth - ANSWER- Two-thirds
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
• Will make customers suspicious of your ability to remember details
• Requires an expensive computer system - ANSWER- • Can help you
provide more personalized service to returning customers
Referring a customer to a competitor will likely result in:
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above - ANSWER- None of the above
When using the T.H.A.N.K.S. method, "A" stands for "Appear
interested in the problem, but excuse yourself if another customer comes
in." True or False - ANSWER- False
