NRF Customer Service Review 2023 Questions and
Answers 100% Verified
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 leaving phone messages for customers, you should let them know whether
it is important for them to call you back or not. True or False
TYPE THE ANSWER
If you find yourself having to resolve a very difficult issue, you may want to:
• Get help from a more senior employee
• Ask the customer to come back another time
• Tell the customer that he is being unreasonable
TYPE THE ANSWER
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
TYPE THE ANSWER
The customer's return policy should always be clearly displayed in writing. True
or False
TYPE THE ANSWER
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
TYPE THE ANSWER
Small kindnesses to your customers may include:
• Letting the customer make a local call to verify appropriateness or preference
• Consolidating many small packages into one large shopping bag
• Bringing merchandise to an older or disabled customer while he sits down
• Telling a customer about a lounge where she may tend to her baby's needs
• All of the above
TYPE THE ANSWER
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
TYPE THE ANSWER
If a customer's business card includes a pager, e-mail address, or fax number,
ask him how he would prefer to be contacted. True or False
TYPE THE ANSWER
Acting as a personal shopper:
• Can add interest and challenge to your job
• Should be avoided since it takes you away from other customers
Answers 100% Verified
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 leaving phone messages for customers, you should let them know whether
it is important for them to call you back or not. True or False
TYPE THE ANSWER
If you find yourself having to resolve a very difficult issue, you may want to:
• Get help from a more senior employee
• Ask the customer to come back another time
• Tell the customer that he is being unreasonable
TYPE THE ANSWER
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
TYPE THE ANSWER
The customer's return policy should always be clearly displayed in writing. True
or False
TYPE THE ANSWER
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
TYPE THE ANSWER
Small kindnesses to your customers may include:
• Letting the customer make a local call to verify appropriateness or preference
• Consolidating many small packages into one large shopping bag
• Bringing merchandise to an older or disabled customer while he sits down
• Telling a customer about a lounge where she may tend to her baby's needs
• All of the above
TYPE THE ANSWER
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
TYPE THE ANSWER
If a customer's business card includes a pager, e-mail address, or fax number,
ask him how he would prefer to be contacted. True or False
TYPE THE ANSWER
Acting as a personal shopper:
• Can add interest and challenge to your job
• Should be avoided since it takes you away from other customers
