NRF Customer Service Exam Questions and
Answers Latest 2024/2025 / Graded A+
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 - Answer-
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 - Answer-
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 - Answer-
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-
You should explain all warranty conditions to your customer at the time of purchase.
True or False - Answer-
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 - Answer-
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-
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 -
Answer-
TYPE THE ANSWER - Answer-
You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them. - Answer-
, True or False - Answer-
TYPE THE ANSWER - Answer-
Which of the following are appropriate reasons for following up with a customer? -
Answer-
• You are curious whether a gift your customer purchased was well received - Answer-
• You finally located an item the customer asked for a while back - Answer-
• You want to know why a customer did not make it in for a special sale - Answer-
• You haven't seen the customer in a long time and are wondering if she is shopping
somewhere else now - Answer-
TYPE THE ANSWER - 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. - Answer-
True or false - Answer-
TYPE THE ANSWER - 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 - Answer-
TYPE THE ANSWER - Answer-
If you find yourself having to resolve a very difficult issue, you may want to: - Answer-
• Get help from a more senior employee - Answer-
• Ask the customer to come back another time - Answer-
• Tell the customer that he is being unreasonable - Answer-
TYPE THE ANSWER - Answer-
When customers return merchandise, you should: - Answer-
• Treat them with the same respect you would if they were making a purchase - Answer-
Answers Latest 2024/2025 / Graded A+
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 - Answer-
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 - Answer-
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 - Answer-
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-
You should explain all warranty conditions to your customer at the time of purchase.
True or False - Answer-
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 - Answer-
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-
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 -
Answer-
TYPE THE ANSWER - Answer-
You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them. - Answer-
, True or False - Answer-
TYPE THE ANSWER - Answer-
Which of the following are appropriate reasons for following up with a customer? -
Answer-
• You are curious whether a gift your customer purchased was well received - Answer-
• You finally located an item the customer asked for a while back - Answer-
• You want to know why a customer did not make it in for a special sale - Answer-
• You haven't seen the customer in a long time and are wondering if she is shopping
somewhere else now - Answer-
TYPE THE ANSWER - 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. - Answer-
True or false - Answer-
TYPE THE ANSWER - 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 - Answer-
TYPE THE ANSWER - Answer-
If you find yourself having to resolve a very difficult issue, you may want to: - Answer-
• Get help from a more senior employee - Answer-
• Ask the customer to come back another time - Answer-
• Tell the customer that he is being unreasonable - Answer-
TYPE THE ANSWER - Answer-
When customers return merchandise, you should: - Answer-
• Treat them with the same respect you would if they were making a purchase - Answer-
