6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
NRF Customer service Exam (2026) Questions &
Answers | 100% Verified solutions UPDATE |2026!!
STUDY GUIDE EXAM
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Terms in this set (100)
A good reason for creating an Get to know what the customer wants
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
Which of the following are You finally located an item the customer asked for
appropriate reasons for following up a while back
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
• You haven't seen the customer in a
long time and are wondering if she is
shopping somewhere else now
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,6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
Customer follow-up is always a good False
idea, no matter what the situation
True or False
How would you handle a situation Get permission from him to show the items you do
where a customer wants a brand that have that meet his needs
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
When the customer presents you How she would like the situation solved
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
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,6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
Showing respect for a customer's Make some comment to indicate you have read it
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
If you don't have a warranty manual True
available or are unsure about a
warranty answer, a resource to
consider is co-workers or your
supervisor.
True or false
You should keep your client records True
up-to-date and notify customers of
merchandise you know is of interest
to them.
True or False
When acting as a personal shopper, Select only items that fit her interest
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
https://quizlet.com/1191578346/nrf-customer-service-exam-2026-questions-answers-100-verified-solutions-update-2026-study-guide-exam-flash-card… 3/32
, 6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
To keep the lines of communication Begin with who, what, where, when, how, or why
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
• Begin with who, what, where, when,
how, or why
You should record basic information True
that allows you to stay in touch with
customers and specific information
that reminds you of their purchases
and preferences.
True or False
It is important to build a relationship Greet the customer and make him feel welcome
with your customer. In the first few
seconds after you notice the
customer's arrival, you should:
• Find your sales book and get it
ready for your next sale
• Make sure your clothes are neat
and you look professional
• Tidy up the product display before
showing it to the customer
• Greet the customer and make him
feel welcome
https://quizlet.com/1191578346/nrf-customer-service-exam-2026-questions-answers-100-verified-solutions-update-2026-study-guide-exam-flash-card… 4/32
NRF Customer service Exam (2026) Questions &
Answers | 100% Verified solutions UPDATE |2026!!
STUDY GUIDE EXAM
Save Add to calendar
Terms in this set (100)
A good reason for creating an Get to know what the customer wants
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
Which of the following are You finally located an item the customer asked for
appropriate reasons for following up a while back
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
• You haven't seen the customer in a
long time and are wondering if she is
shopping somewhere else now
https://quizlet.com/1191578346/nrf-customer-service-exam-2026-questions-answers-100-verified-solutions-update-2026-study-guide-exam-flash-card… 1/32
,6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
Customer follow-up is always a good False
idea, no matter what the situation
True or False
How would you handle a situation Get permission from him to show the items you do
where a customer wants a brand that have that meet his needs
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
When the customer presents you How she would like the situation solved
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
https://quizlet.com/1191578346/nrf-customer-service-exam-2026-questions-answers-100-verified-solutions-update-2026-study-guide-exam-flash-card… 2/32
,6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
Showing respect for a customer's Make some comment to indicate you have read it
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
If you don't have a warranty manual True
available or are unsure about a
warranty answer, a resource to
consider is co-workers or your
supervisor.
True or false
You should keep your client records True
up-to-date and notify customers of
merchandise you know is of interest
to them.
True or False
When acting as a personal shopper, Select only items that fit her interest
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
https://quizlet.com/1191578346/nrf-customer-service-exam-2026-questions-answers-100-verified-solutions-update-2026-study-guide-exam-flash-card… 3/32
, 6/24/26, 6:15 PM NRF Customer service Exam (2026) Questions & Answers | 100% Verified solutions UPDATE |2026!! STUDY GUIDE EXAM Flashc…
To keep the lines of communication Begin with who, what, where, when, how, or why
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
• Begin with who, what, where, when,
how, or why
You should record basic information True
that allows you to stay in touch with
customers and specific information
that reminds you of their purchases
and preferences.
True or False
It is important to build a relationship Greet the customer and make him feel welcome
with your customer. In the first few
seconds after you notice the
customer's arrival, you should:
• Find your sales book and get it
ready for your next sale
• Make sure your clothes are neat
and you look professional
• Tidy up the product display before
showing it to the customer
• Greet the customer and make him
feel welcome
https://quizlet.com/1191578346/nrf-customer-service-exam-2026-questions-answers-100-verified-solutions-update-2026-study-guide-exam-flash-card… 4/32
