NRF Customer service exam study guide
(2022/2023) Graded A+
A good reason for creating an opening for discussion is to: ✔✔D.Get to know what the customer
wants
Which of the following are appropriate reasons for following up with a customer? ✔✔B.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 ✔✔False
How would you handle a situation where a customer wants a brand that you don't carry?
✔✔B.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: ✔✔A.How she would like
the situation solved
Showing respect for a customer's business card means you should: ✔✔B.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 ✔✔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 ✔✔True
When acting as a personal shopper, you should: ✔✔C.Select only items that fit her interest
To keep the lines of communication open, the best question to ask: ✔✔D.Begin with who, what,
where, when, how, or why
You should record basic information that allows you to stay in touch with customers and specific
information that reminds you of their purchases and preferences.
True or False ✔✔True
It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should: ✔✔D.Greet the customer and make him feel welcome
, Most customers respond favorably to the hard sell technique because it shows them your belief
in the product. True or False ✔✔False
Which of the following are good reasons to ask customers for their business cards? ✔✔D.When
customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services you sell:
✔✔A.Shows a professionalism that builds customer loyalty
When giving service to a person with developmental disabilities, it may be helpful to explain
complex tasks one step at a time. True or False ✔✔True
You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience.
True or False ✔✔True
Keeping records of customer complaints and the methods used to resolve them will help you
resolve similar situations in the future. True or False ✔✔True
(2022/2023) Graded A+
A good reason for creating an opening for discussion is to: ✔✔D.Get to know what the customer
wants
Which of the following are appropriate reasons for following up with a customer? ✔✔B.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 ✔✔False
How would you handle a situation where a customer wants a brand that you don't carry?
✔✔B.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: ✔✔A.How she would like
the situation solved
Showing respect for a customer's business card means you should: ✔✔B.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 ✔✔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 ✔✔True
When acting as a personal shopper, you should: ✔✔C.Select only items that fit her interest
To keep the lines of communication open, the best question to ask: ✔✔D.Begin with who, what,
where, when, how, or why
You should record basic information that allows you to stay in touch with customers and specific
information that reminds you of their purchases and preferences.
True or False ✔✔True
It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should: ✔✔D.Greet the customer and make him feel welcome
, Most customers respond favorably to the hard sell technique because it shows them your belief
in the product. True or False ✔✔False
Which of the following are good reasons to ask customers for their business cards? ✔✔D.When
customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services you sell:
✔✔A.Shows a professionalism that builds customer loyalty
When giving service to a person with developmental disabilities, it may be helpful to explain
complex tasks one step at a time. True or False ✔✔True
You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience.
True or False ✔✔True
Keeping records of customer complaints and the methods used to resolve them will help you
resolve similar situations in the future. True or False ✔✔True
