NRF Customer Service Study Guide Part 3 ACTUAL UPDATED QUESTIONS AND
CORRECT ANSWERS
Creating customer loyalty is rewarding for: All of the above
• The store
• The sales associate
• The customer
• All of the above
If the customer isn't shopping alone, you can include the Showing some kind of service to others in the party, such as offering a chair, a cup
rest of the party by: of coffee, and so on
• Showing some kind of service to others in the party,
such as offering a chair, a cup of coffee, and so on
• Suggesting that the customer might want to make this
shopping decision when he is alone and can concentrate
• Telling any children to behave themselves while their
parent makes this important decision
Communication is important! When providing service to a Ask the customer how he would like to communicate
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
, You can best determine the customer's needs by Asking the customer thoughtful questions
gathering information through careful observation and
by:
• Telling the customer everything you know about your
products
• Asking the customer thoughtful questions
• Deciding the type of products you think the customer
should buy
If you are shipping an item, it may be appropriate to True
enclose a "Thank you note" with your business card
attached.
True or False
Small kindnesses to your customers may include: All of the above
• 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
• All of the above
Which of the following phrases might be appropriate Have you worn this brand before? What size was most comfortable for you?
when discussing clothing size with your customer?
• Have you worn this brand before? What size was most
comfortable for you?
• You look to be about a siz XX.
• You wear a bigger size on the bottom than on the top.
• How big are you?
When customers come to you with complaints, you need All of the above
to:
• Listen carefully
• Be patient
• Get information
• All of the above
To speed up the customer service process, you should False
interact more with the accompanying able-bodied
person than with the shopper with disabilities.
True or False
CORRECT ANSWERS
Creating customer loyalty is rewarding for: All of the above
• The store
• The sales associate
• The customer
• All of the above
If the customer isn't shopping alone, you can include the Showing some kind of service to others in the party, such as offering a chair, a cup
rest of the party by: of coffee, and so on
• Showing some kind of service to others in the party,
such as offering a chair, a cup of coffee, and so on
• Suggesting that the customer might want to make this
shopping decision when he is alone and can concentrate
• Telling any children to behave themselves while their
parent makes this important decision
Communication is important! When providing service to a Ask the customer how he would like to communicate
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
, You can best determine the customer's needs by Asking the customer thoughtful questions
gathering information through careful observation and
by:
• Telling the customer everything you know about your
products
• Asking the customer thoughtful questions
• Deciding the type of products you think the customer
should buy
If you are shipping an item, it may be appropriate to True
enclose a "Thank you note" with your business card
attached.
True or False
Small kindnesses to your customers may include: All of the above
• 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
• All of the above
Which of the following phrases might be appropriate Have you worn this brand before? What size was most comfortable for you?
when discussing clothing size with your customer?
• Have you worn this brand before? What size was most
comfortable for you?
• You look to be about a siz XX.
• You wear a bigger size on the bottom than on the top.
• How big are you?
When customers come to you with complaints, you need All of the above
to:
• Listen carefully
• Be patient
• Get information
• All of the above
To speed up the customer service process, you should False
interact more with the accompanying able-bodied
person than with the shopper with disabilities.
True or False
