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NRF Customer service exam study guide
QUESTIONS AND CORRECT DETAILED ANSWERS
2024/2025 (VERIFIED ANSWERS) |ALREADY
GRADED 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
• You want to know why a customer did not make it in
for a special sale
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• 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
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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
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
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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:
• Are the ones that are able to direct the customer to a
decision
• Are the ones that can be quickly answered with a
"yes" or a "no"
• Are structured to save the customer's time
NRF Customer service exam study guide
QUESTIONS AND CORRECT DETAILED ANSWERS
2024/2025 (VERIFIED ANSWERS) |ALREADY
GRADED 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
• You want to know why a customer did not make it in
for a special sale
,2|Page
• 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
,3|Page
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
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
, 4|Page
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:
• Are the ones that are able to direct the customer to a
decision
• Are the ones that can be quickly answered with a
"yes" or a "no"
• Are structured to save the customer's time
