NRF CUSTOMER SERVICE ACTUAL TEST
PAPER 2026 QUESTIONS AND SOLUTIONS
GRADED A+
●● Closed Ended Question.
Answer: Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
●● Customer Service.
Answer: 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.
Answer: Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and sound
, ●● Open Ended Questions.
Answer: Questions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
●● Politely excuse yourself and answer the phone.
Answer: When you are busy helping a customer and the telephone rings,
what should you do?
●● Formal Greeting.
Answer: "Good afternoon, ma'am," is an example of what type of
greeting?
●● Who, What, When, Where, Why, How.
Answer: Open-ended questions begin with what common words?
●● Personal need.
Answer: involve the customer's need to be treated with respect
PAPER 2026 QUESTIONS AND SOLUTIONS
GRADED A+
●● Closed Ended Question.
Answer: Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
●● Customer Service.
Answer: 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.
Answer: Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and sound
, ●● Open Ended Questions.
Answer: Questions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
●● Politely excuse yourself and answer the phone.
Answer: When you are busy helping a customer and the telephone rings,
what should you do?
●● Formal Greeting.
Answer: "Good afternoon, ma'am," is an example of what type of
greeting?
●● Who, What, When, Where, Why, How.
Answer: Open-ended questions begin with what common words?
●● Personal need.
Answer: involve the customer's need to be treated with respect
