NRF Customer Service Exam with all Correct & 100%
Verified Answers |Actual Complete Exam |Already
Graded A+ (Just Released)
When balancing service between phone customers and those you may already be helping in the
store, you should:
• a) Excuse yourself courteously from your in-store customer saying that you'll be right back and
answer the phone
• b) Move your in-store customer over by the phone and help both customers at the same time
• c) Tell your in-store customer that you need to get the phone and she should look around for
awhile ✔Correct Answer-a) Excuse yourself courteously from your in-store customer saying
that you'll be right back and answer the phone
If a customer becomes abusive, you should probably:
• a) Tell him he is being abusive and call security
• b) Refund his money immediately
• c) Contact your manager ✔Correct Answer-c) Contact your manager
When customers enlist you as their personal shopper, they probably should expect:
• a) To steer customers towards slow-moving merchandise
• b) to decrease returns
• c) to answer questions and satisfy customer needs ✔Correct Answer-a) To answer questions
and satisfy customer needs
The warranty is an excellent tool for you to use to:
• a) Prove that your company has the best price.
• b) Explain your company's return policy.
• c) Reassure the customer about a product's quality.
• d) All of the above ✔Correct Answer-c) Reassure the customer about a product's quality.
In your client record system, you should record:
• a) Customer purchases
• b) Customer interests
• c) Follow-up activities
• d) All of the above ✔Correct Answer-d) All of the above
,Which is the BEST way to communicate the benefits of a product?
a) Compare the product to a competitor`s product
b) Refer the customer to the product label
c) Share personal experience about using the product
d)Ask the store manager to demonstrate the product ✔Correct Answer-c) Share personal
experience about the product
To become familiar with products, you should:
• a) Read labels, spend time with other sells associate and ask questions
• b) Ask the customer to read the manual
• c) Attend company trainings
• d) A and C ✔Correct Answer-d) A and C
One of the best ways to turn the customer into a loyal customer is to treat the customer with
high quality customer service.
True or False ✔Correct Answer-True
Which of the following might be acceptable techniques for directing a customer to the
Customer Service department?
A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd
go with you, but I can't leave this area unattended at the moment."
B). "You'll have to take this to Customer Service; I can't help you here."
C). "Someone in Customer Service can help you with that; I'll show you the way." ✔Correct
Answer-A and C
Which of the following items would NOT be an appropriate finishing touch to your service?
• a)Send a postcard thanking the customer for letting you help him select a gift for his wife
• b) Send a handwritten note thanking the customer for his business
• c) Call the customer to make sure he is satisfied with his purchase
• d) Give the customer your business card and encourage him to return to the store
• e) Remember the customer's name and use it when he comes in again ✔Correct Answer-a)
Send a postcard thanking the customer for letting you help him select a gift for his wife
By becoming an expert at special orders, you may benefit by:
• a) Learning more about the products you sell
• b) Learning more about customer needs and interests
• c) Getting to know people in other departments
• d) All of the above ✔Correct Answer-d) All of the above
, If your company does not supply business cards, you should:
• a) Tell the customer that the company is too cheap to give you business cards
• b) Tell customers that they can find the store number in the phone directory
• c) Check to make sure creating your own will not violate company policy
• d) Tell customers your name and phone number and offer them a pen to write it down
✔Correct Answer-c) Check to make sure creating your own will not violate company policy
When helping a customer, the sales associate should:
• a) Choose a wide selection of items from which the customer can choose
• b) Ignore the customer's bad taste and choose the items that you think she should wear
• c) Select only items that fit her interest ✔Correct Answer-c) Select only items that fit her
interest
In addition to explaining features and benefits of a product, what should a sales associate
suggest to customers?
• a) Purchase products that for now will help them but in the future save more money to buy
more quality products
• b) Purchase products that will help the customer enjoy the experience of having a new item
(add-on)
• c) Purchase accessories weeks later so that they know they like the product ✔Correct
Answer-b) Purchase products that will help the customer enjoy the experience of having a new
item (add-on)
What portion of the general population may have disabilities which are not obvious and may be
difficult to perceive?
• a) One-third
• b) Two-thirds
• c) One-fourth ✔Correct Answer-b) Two-thirds
It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
• a) Find your sales book and get it ready for your next sale
• b) Make sure your clothes are neat and you look professional
• c) Tidy up the product display before showing it to the customer
• d) Greet the customer and make him feel welcome ✔Correct Answer-Greet the customer
and make him feel welcome
Customer follow-up is always a good idea, no matter what the situation.
Verified Answers |Actual Complete Exam |Already
Graded A+ (Just Released)
When balancing service between phone customers and those you may already be helping in the
store, you should:
• a) Excuse yourself courteously from your in-store customer saying that you'll be right back and
answer the phone
• b) Move your in-store customer over by the phone and help both customers at the same time
• c) Tell your in-store customer that you need to get the phone and she should look around for
awhile ✔Correct Answer-a) Excuse yourself courteously from your in-store customer saying
that you'll be right back and answer the phone
If a customer becomes abusive, you should probably:
• a) Tell him he is being abusive and call security
• b) Refund his money immediately
• c) Contact your manager ✔Correct Answer-c) Contact your manager
When customers enlist you as their personal shopper, they probably should expect:
• a) To steer customers towards slow-moving merchandise
• b) to decrease returns
• c) to answer questions and satisfy customer needs ✔Correct Answer-a) To answer questions
and satisfy customer needs
The warranty is an excellent tool for you to use to:
• a) Prove that your company has the best price.
• b) Explain your company's return policy.
• c) Reassure the customer about a product's quality.
• d) All of the above ✔Correct Answer-c) Reassure the customer about a product's quality.
In your client record system, you should record:
• a) Customer purchases
• b) Customer interests
• c) Follow-up activities
• d) All of the above ✔Correct Answer-d) All of the above
,Which is the BEST way to communicate the benefits of a product?
a) Compare the product to a competitor`s product
b) Refer the customer to the product label
c) Share personal experience about using the product
d)Ask the store manager to demonstrate the product ✔Correct Answer-c) Share personal
experience about the product
To become familiar with products, you should:
• a) Read labels, spend time with other sells associate and ask questions
• b) Ask the customer to read the manual
• c) Attend company trainings
• d) A and C ✔Correct Answer-d) A and C
One of the best ways to turn the customer into a loyal customer is to treat the customer with
high quality customer service.
True or False ✔Correct Answer-True
Which of the following might be acceptable techniques for directing a customer to the
Customer Service department?
A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd
go with you, but I can't leave this area unattended at the moment."
B). "You'll have to take this to Customer Service; I can't help you here."
C). "Someone in Customer Service can help you with that; I'll show you the way." ✔Correct
Answer-A and C
Which of the following items would NOT be an appropriate finishing touch to your service?
• a)Send a postcard thanking the customer for letting you help him select a gift for his wife
• b) Send a handwritten note thanking the customer for his business
• c) Call the customer to make sure he is satisfied with his purchase
• d) Give the customer your business card and encourage him to return to the store
• e) Remember the customer's name and use it when he comes in again ✔Correct Answer-a)
Send a postcard thanking the customer for letting you help him select a gift for his wife
By becoming an expert at special orders, you may benefit by:
• a) Learning more about the products you sell
• b) Learning more about customer needs and interests
• c) Getting to know people in other departments
• d) All of the above ✔Correct Answer-d) All of the above
, If your company does not supply business cards, you should:
• a) Tell the customer that the company is too cheap to give you business cards
• b) Tell customers that they can find the store number in the phone directory
• c) Check to make sure creating your own will not violate company policy
• d) Tell customers your name and phone number and offer them a pen to write it down
✔Correct Answer-c) Check to make sure creating your own will not violate company policy
When helping a customer, the sales associate should:
• a) Choose a wide selection of items from which the customer can choose
• b) Ignore the customer's bad taste and choose the items that you think she should wear
• c) Select only items that fit her interest ✔Correct Answer-c) Select only items that fit her
interest
In addition to explaining features and benefits of a product, what should a sales associate
suggest to customers?
• a) Purchase products that for now will help them but in the future save more money to buy
more quality products
• b) Purchase products that will help the customer enjoy the experience of having a new item
(add-on)
• c) Purchase accessories weeks later so that they know they like the product ✔Correct
Answer-b) Purchase products that will help the customer enjoy the experience of having a new
item (add-on)
What portion of the general population may have disabilities which are not obvious and may be
difficult to perceive?
• a) One-third
• b) Two-thirds
• c) One-fourth ✔Correct Answer-b) Two-thirds
It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
• a) Find your sales book and get it ready for your next sale
• b) Make sure your clothes are neat and you look professional
• c) Tidy up the product display before showing it to the customer
• d) Greet the customer and make him feel welcome ✔Correct Answer-Greet the customer
and make him feel welcome
Customer follow-up is always a good idea, no matter what the situation.
