NRF Customer service exam study guide Latest
Update 2024-2025 Actual Exam from Credible
Sources with 100 Questions and Verified Correct
Answers Golden Ticket to Guaranteed A+
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A good reason for creating an opening for discussion is to:
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants - CORRECT ANSWER: Get to know what the
customer wants
A new customer comes into your department, but you are helping another customer.
You should:
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have completed your current sale
• Acknowledge the new customer's presence with eye contact and/or a brief comment
that you'll be right with him
• Help the customer who looks like he will spend the most money - CORRECT
ANSWER: Acknowledge the new customer's presence with eye contact and/or a brief
comment that you'll be right with him
According to market research, what percentage of customers are likely to spend more if
the sales associate is helpful?
• 25%
• 32%
• 45% - CORRECT ANSWER: 45%
,Acting as a personal shopper:
• Can add interest and challenge to your job
• Should be avoided since it takes you away from other customers
• Does not require any special skills or talents - CORRECT ANSWER: Can add interest
and challenge to your job
Any personal information a customer gives you becomes public knowledge and you
may share it with other sales associates. True or False - CORRECT ANSWER: False
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 -
CORRECT ANSWER: True
As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties. True or False - CORRECT ANSWER: True
As a sales associate, you can influence a shopper's decision to return to your store by
making shopping a more enjoyable experience. True or False - CORRECT ANSWER:
True
As a sales associate, your goal is to:
• Decide who's right or wrong
• Keep the returns to a minimum
• Keep the customer coming back - CORRECT ANSWER: Keep the customer coming
back
By becoming an expert at special orders, you may benefit by:
, • Learning more about the products you sell
• Learning more about customer needs and interests
• Getting to know people in other departments
• All of the above - CORRECT ANSWER: All of the above
Communication is important! When providing service to a person who is hearing
impaired, you should:
• Call over to your sales associates and tell then you have a disabled person to work
with, would they please take care of the other customers?
• Ask the customer how he would like to communicate
• Speak as loudly as you can. speak clearly, and stand very close to his ear while you
talk - CORRECT ANSWER: Ask the customer how he would like to communicate
Creating customer loyalty is rewarding for:
• The store
• The sales associate
• The customer
• All of the above - CORRECT ANSWER: All of the above
Customer complaints should be welcomed because they provide an opportunity to:
• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are - CORRECT ANSWER: Learn about
problems so improvements can be made
Customer follow-up is always a good idea, no matter what the situation
Update 2024-2025 Actual Exam from Credible
Sources with 100 Questions and Verified Correct
Answers Golden Ticket to Guaranteed A+
Verified by Professor
A good reason for creating an opening for discussion is to:
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants - CORRECT ANSWER: Get to know what the
customer wants
A new customer comes into your department, but you are helping another customer.
You should:
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have completed your current sale
• Acknowledge the new customer's presence with eye contact and/or a brief comment
that you'll be right with him
• Help the customer who looks like he will spend the most money - CORRECT
ANSWER: Acknowledge the new customer's presence with eye contact and/or a brief
comment that you'll be right with him
According to market research, what percentage of customers are likely to spend more if
the sales associate is helpful?
• 25%
• 32%
• 45% - CORRECT ANSWER: 45%
,Acting as a personal shopper:
• Can add interest and challenge to your job
• Should be avoided since it takes you away from other customers
• Does not require any special skills or talents - CORRECT ANSWER: Can add interest
and challenge to your job
Any personal information a customer gives you becomes public knowledge and you
may share it with other sales associates. True or False - CORRECT ANSWER: False
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 -
CORRECT ANSWER: True
As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties. True or False - CORRECT ANSWER: True
As a sales associate, you can influence a shopper's decision to return to your store by
making shopping a more enjoyable experience. True or False - CORRECT ANSWER:
True
As a sales associate, your goal is to:
• Decide who's right or wrong
• Keep the returns to a minimum
• Keep the customer coming back - CORRECT ANSWER: Keep the customer coming
back
By becoming an expert at special orders, you may benefit by:
, • Learning more about the products you sell
• Learning more about customer needs and interests
• Getting to know people in other departments
• All of the above - CORRECT ANSWER: All of the above
Communication is important! When providing service to a person who is hearing
impaired, you should:
• Call over to your sales associates and tell then you have a disabled person to work
with, would they please take care of the other customers?
• Ask the customer how he would like to communicate
• Speak as loudly as you can. speak clearly, and stand very close to his ear while you
talk - CORRECT ANSWER: Ask the customer how he would like to communicate
Creating customer loyalty is rewarding for:
• The store
• The sales associate
• The customer
• All of the above - CORRECT ANSWER: All of the above
Customer complaints should be welcomed because they provide an opportunity to:
• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are - CORRECT ANSWER: Learn about
problems so improvements can be made
Customer follow-up is always a good idea, no matter what the situation
