NFR CUSTOMER SERVICE EXAM STUDY
GUIDE QUESTIONS AND ANSWERS
COMPLETE RATED A.
The best way to talk to a new customer is to:
Correct Answer -Match what you say and your tone of voice to her
personality
T/F: It's a good idea to offer customers several of your business
cards and ask them to hand them out to their friends.
Correct Answer -False
When fitting the products to the customer, you should:
Correct Answer -Ask questions that will help her define the right fit
Creating customer loyalty is rewarding for:
Correct Answer -The store, The sales associate, The customer
If the customer isn't shopping alone, you can include the rest of the
party by:
Correct Answer -Showing some kind of service to others in the party,
such as offering a chair, a cup of coffee, and so on
Communication is important! When providing service to a person
who is hearing impaired, you should:
Correct Answer -Ask the customer how he would like to
communicate
,You can best determine the customer's needs by gathering
information through careful observation and by:
Correct Answer -Asking the customer thoughtful questions
T/F: If you are shipping an item, it may be appropriate to enclose a
"Thank you note" with your business card attached.
Correct Answer -True
• 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
Correct Answer -small kindnesses to your customers may include:
Which phrase might be appropriate when discussing clothing size
with your customer?
Correct Answer -Have you worn this brand before? What size was
most comfortable for you?
When customers come to you with complaints, you need to:
Correct Answer -Listen carefully, Be patient, Get information
, T/F: To speed up the customer service process, you should interact
more with the accompanying able-bodied person than with the
shopper with disabilities.
Correct Answer -False
T/F: You should make sure that, in your absence, other sales
associates do not have access to information about your special
orders.
Correct Answer -False
If you do not have business cards, you can help the customer
remember you by:
Correct Answer -Writing "thank you" on the sales receipt and
signing your name
One of the most important skills in being a personal shopper is to:
Correct Answer -Listen carefully for clues about the customer's
preferences
Your ultimate goal as a sales associate is to:
Correct Answer -Satisfy the customer
As a sales associate, your goal is to:
Correct Answer -Keep the customer coming back
Even if your company's return policy restricts what you can do for
the customer, you should:
GUIDE QUESTIONS AND ANSWERS
COMPLETE RATED A.
The best way to talk to a new customer is to:
Correct Answer -Match what you say and your tone of voice to her
personality
T/F: It's a good idea to offer customers several of your business
cards and ask them to hand them out to their friends.
Correct Answer -False
When fitting the products to the customer, you should:
Correct Answer -Ask questions that will help her define the right fit
Creating customer loyalty is rewarding for:
Correct Answer -The store, The sales associate, The customer
If the customer isn't shopping alone, you can include the rest of the
party by:
Correct Answer -Showing some kind of service to others in the party,
such as offering a chair, a cup of coffee, and so on
Communication is important! When providing service to a person
who is hearing impaired, you should:
Correct Answer -Ask the customer how he would like to
communicate
,You can best determine the customer's needs by gathering
information through careful observation and by:
Correct Answer -Asking the customer thoughtful questions
T/F: If you are shipping an item, it may be appropriate to enclose a
"Thank you note" with your business card attached.
Correct Answer -True
• 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
Correct Answer -small kindnesses to your customers may include:
Which phrase might be appropriate when discussing clothing size
with your customer?
Correct Answer -Have you worn this brand before? What size was
most comfortable for you?
When customers come to you with complaints, you need to:
Correct Answer -Listen carefully, Be patient, Get information
, T/F: To speed up the customer service process, you should interact
more with the accompanying able-bodied person than with the
shopper with disabilities.
Correct Answer -False
T/F: You should make sure that, in your absence, other sales
associates do not have access to information about your special
orders.
Correct Answer -False
If you do not have business cards, you can help the customer
remember you by:
Correct Answer -Writing "thank you" on the sales receipt and
signing your name
One of the most important skills in being a personal shopper is to:
Correct Answer -Listen carefully for clues about the customer's
preferences
Your ultimate goal as a sales associate is to:
Correct Answer -Satisfy the customer
As a sales associate, your goal is to:
Correct Answer -Keep the customer coming back
Even if your company's return policy restricts what you can do for
the customer, you should:
