NRF Customer Service Exam Study Guide 2023 Questions
and Answers with complete solution
A good reason for creating an opening for discussion is to:
Get to know what the customer wants
Which is an appropriate reasons for following up with a customer?
You finally located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation.
False
How would you handle a situation where a customer wants a brand that you don't
carry?
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
Showing respect for a customer's business card means you should:
Make some comment to indicate you have read it
T/F: 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
T/F: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True
When acting as a personal shopper, you should:
Select only items that fit her interest
To keep the lines of communication open, the best question to ask:
Begin with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with
customers & specific information that reminds you of their purchases and
preferences.
True
It is important to build a relationship with your customer. In the first few seconds
after you notice the customer's arrival, you should:
Greet the customer and make him feel welcome
T/F: Most customers respond favorably to the hard sell technique because it
shows them your belief in the product.
False
What is a good reason to ask customers for their business cards?
When customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and
services you sell:
Shows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be
helpful to explain complex tasks one step at a time.
True
, T/F: You should allow customers with disabilities to express their own needs and
limits; your job is to accommodate those needs and make shopping a positive
experience.
True
T/F: Keeping records of customer complaints and the methods used to resolve
them will help you resolve similar situations in the future.
True
If a customer walks directly to an item, this may indicate that he:
Knows what he wants and would probably appreciate quick, efficient service
T/F: As a sales associate, you can help build trust by making sure customers
understand & benefit from the product warranties.
True
When using the T.H.A.N.K.S. method, "K" stands for:
"Know a solution if the customer does not suggest one"
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
When working with customers with disabilities be sure to take your time, be
patient, and:
Let the customer help you understand his needs
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
True or False: When using the T.H.A.N.K.S. method, "T" stands for
"Thank the customer for bringing the problem to your attention"
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:
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
• Phone numbers that customers have requested in the past, such as a taxi service
• Information about companies you recommend, such as repair shops
T/F: You should go out of your way to make customers with disabilities feel like
they don't have to do anything.
False
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
When customers return merchandise, you should:
Treat them with the same respect you would if they were making a purchase
What portion of the general population may have disabilities which are not
obvious & may be difficult to perceive?
Two-thirds
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
and Answers with complete solution
A good reason for creating an opening for discussion is to:
Get to know what the customer wants
Which is an appropriate reasons for following up with a customer?
You finally located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation.
False
How would you handle a situation where a customer wants a brand that you don't
carry?
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
Showing respect for a customer's business card means you should:
Make some comment to indicate you have read it
T/F: 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
T/F: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True
When acting as a personal shopper, you should:
Select only items that fit her interest
To keep the lines of communication open, the best question to ask:
Begin with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with
customers & specific information that reminds you of their purchases and
preferences.
True
It is important to build a relationship with your customer. In the first few seconds
after you notice the customer's arrival, you should:
Greet the customer and make him feel welcome
T/F: Most customers respond favorably to the hard sell technique because it
shows them your belief in the product.
False
What is a good reason to ask customers for their business cards?
When customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and
services you sell:
Shows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be
helpful to explain complex tasks one step at a time.
True
, T/F: You should allow customers with disabilities to express their own needs and
limits; your job is to accommodate those needs and make shopping a positive
experience.
True
T/F: Keeping records of customer complaints and the methods used to resolve
them will help you resolve similar situations in the future.
True
If a customer walks directly to an item, this may indicate that he:
Knows what he wants and would probably appreciate quick, efficient service
T/F: As a sales associate, you can help build trust by making sure customers
understand & benefit from the product warranties.
True
When using the T.H.A.N.K.S. method, "K" stands for:
"Know a solution if the customer does not suggest one"
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
When working with customers with disabilities be sure to take your time, be
patient, and:
Let the customer help you understand his needs
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
True or False: When using the T.H.A.N.K.S. method, "T" stands for
"Thank the customer for bringing the problem to your attention"
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:
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
• Phone numbers that customers have requested in the past, such as a taxi service
• Information about companies you recommend, such as repair shops
T/F: You should go out of your way to make customers with disabilities feel like
they don't have to do anything.
False
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
When customers return merchandise, you should:
Treat them with the same respect you would if they were making a purchase
What portion of the general population may have disabilities which are not
obvious & may be difficult to perceive?
Two-thirds
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
