NRF Customer Service Review Exam Questions with correct Answers
When something goes wrong or a product does not perform as expected, provide the customer with a
quick resolution and:• An excuse for the product's failure
• A cup of coffee• Service with a smile - ✔✔
You can best determine the customer's needs by gathering information through careful observation and
by:• Telling the customer everything you know about your products• Asking the customer thoughtful
questions• Deciding the type of products you think the customer should buy - ✔✔
Which of the following items would NOT be an appropriate finishing touch to your service?• Send a
postcard thanking the customer for letting you help him select a gift for his wife• Send a handwritten
note thanking the customer for his business• Call the customer to make sure he is satisfied with his
purchase• Give the customer your business card and encourage him to return to the store• Remember
the customer's name and use it when he comes in again - ✔✔
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 - ✔✔
You should explain all warranty conditions to your customer at the time of purchase. True or False - ✔✔
Which of the following are acceptable ways to ask a customer's permission to provide alternatives?• We
don't carry that specific brand, but may I suggest. • Is that the only brand you were interested in?• Is
ther anything else you were looking for?• We don't recommend that item. May I show you a better
product?• All of the above - ✔✔
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 - ✔✔
As a customer service professional, the best way for you to remember your regular customers' interests
is to keep a written record of the vital information. True or False - ✔✔
, TYPE THE ANSWER - ✔✔
You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them. - ✔✔
True or False - ✔✔
TYPE THE ANSWER - ✔✔
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 - ✔✔
TYPE THE ANSWER - ✔✔
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 - ✔✔
TYPE THE ANSWER - ✔✔
When something goes wrong or a product does not perform as expected, provide the customer with a
quick resolution and:• An excuse for the product's failure
• A cup of coffee• Service with a smile - ✔✔
You can best determine the customer's needs by gathering information through careful observation and
by:• Telling the customer everything you know about your products• Asking the customer thoughtful
questions• Deciding the type of products you think the customer should buy - ✔✔
Which of the following items would NOT be an appropriate finishing touch to your service?• Send a
postcard thanking the customer for letting you help him select a gift for his wife• Send a handwritten
note thanking the customer for his business• Call the customer to make sure he is satisfied with his
purchase• Give the customer your business card and encourage him to return to the store• Remember
the customer's name and use it when he comes in again - ✔✔
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 - ✔✔
You should explain all warranty conditions to your customer at the time of purchase. True or False - ✔✔
Which of the following are acceptable ways to ask a customer's permission to provide alternatives?• We
don't carry that specific brand, but may I suggest. • Is that the only brand you were interested in?• Is
ther anything else you were looking for?• We don't recommend that item. May I show you a better
product?• All of the above - ✔✔
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 - ✔✔
As a customer service professional, the best way for you to remember your regular customers' interests
is to keep a written record of the vital information. True or False - ✔✔
, TYPE THE ANSWER - ✔✔
You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them. - ✔✔
True or False - ✔✔
TYPE THE ANSWER - ✔✔
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 - ✔✔
TYPE THE ANSWER - ✔✔
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 - ✔✔
TYPE THE ANSWER - ✔✔
