NRF Customer Service Exam Study Guide/
100 Q&A
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 - Answer: Get to know what the
customer wants
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
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,• 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 - Answer: You finally located an item the customer
asked for a while back
Customer follow-up is always a good idea, no matter what the situation
True or False - Answer: False
How would you handle a situation where a customer wants a brand that you don't
carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand; show him
your items anyway
• Tell him you don't carry that brand then excuse yourself to serve someone else -
Answer: 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
• If she stops at your store on a regular basis
• Who is at fault in the situation - Answer: How she would like the situation solved
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, Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it - Answer: Make some comment to indicate you have read it
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 - Answer: True
You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False - Answer: True
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she should
wear
• Select only items that fit her interest - Answer: Select only items that fit her
interest
To keep the lines of communication open, the best question to ask:
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100 Q&A
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 - Answer: Get to know what the
customer wants
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
Page 1 of 27
,• 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 - Answer: You finally located an item the customer
asked for a while back
Customer follow-up is always a good idea, no matter what the situation
True or False - Answer: False
How would you handle a situation where a customer wants a brand that you don't
carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand; show him
your items anyway
• Tell him you don't carry that brand then excuse yourself to serve someone else -
Answer: 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
• If she stops at your store on a regular basis
• Who is at fault in the situation - Answer: How she would like the situation solved
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, Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it - Answer: Make some comment to indicate you have read it
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 - Answer: True
You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False - Answer: True
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she should
wear
• Select only items that fit her interest - Answer: Select only items that fit her
interest
To keep the lines of communication open, the best question to ask:
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