Customer Service NRF-Chapter 2 Exam
Questions and Answers with Verified
Solutions | Latest Updated 2026
Active Listening A structured form of listening and
responding that
focuses attention on the speaker.
The listener must pay attention to the
speaker
Repeat in own words what he/she thinks
the
speaker said
Benefits Advantages or rewards of product features
Closed Ended Question Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
Customer Service The acting of taking care of the customer's
needs
by providing and delivering professional,
helpful,
high quality service and assistance before,
during
and after the customer's requirements are
met.
, Features Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions Questions that can not be answered with a
yes or
no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs Involve the customers need to be treated
with
respect feel valued, understood and
involved in
decisions that affect them
Practical Needs Those needs that motivated customers
come to
you to in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value More than just price
Value is a measure of total benefit
Customer Service Values
Questions and Answers with Verified
Solutions | Latest Updated 2026
Active Listening A structured form of listening and
responding that
focuses attention on the speaker.
The listener must pay attention to the
speaker
Repeat in own words what he/she thinks
the
speaker said
Benefits Advantages or rewards of product features
Closed Ended Question Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
Customer Service The acting of taking care of the customer's
needs
by providing and delivering professional,
helpful,
high quality service and assistance before,
during
and after the customer's requirements are
met.
, Features Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions Questions that can not be answered with a
yes or
no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs Involve the customers need to be treated
with
respect feel valued, understood and
involved in
decisions that affect them
Practical Needs Those needs that motivated customers
come to
you to in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value More than just price
Value is a measure of total benefit
Customer Service Values
