NRF Customer Service Exam Study
Guide ths
T/F: You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience. - True
Which is an appropriate reasons for following up with a customer? - You finally located an item
the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation. - False
How would you handle a situation where a customer wants a brand that you don't carry? - Get
permission from him to show the items you do have that meet his needs
When the customer presents you with a problem, you should ask her: - How she would like the
situation solved
Showing respect for a customer's business card means you should: - Make some comment to
indicate you have read it
T/F: If you don't have a warranty manual available or are unsure about a warranty answer, a resource to
consider is co-workers or your supervisor. - True
T/F: You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them. - True
When acting as a personal shopper, you should: - Select only items that fit her interest
To keep the lines of communication open, the best question to ask: - Begin with who, what,
where, when, how, or why
, T/F: You should record basic information that allows you to stay in touch with customers & specific
information that reminds you of their purchases and preferences. - True
It is important to build a relationship with your customer. In the first few seconds after you notice the
customer's arrival, you should: - Greet the customer and make him feel welcome
T/F: Most customers respond favorably to the hard sell technique because it shows them your belief in
the product. - False
A good reason for creating an opening for discussion is to: - Get to know what the customer wants
What is a good reason to ask customers for their business cards? - When customers show interest
in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services you sell: -
Shows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be helpful to explain
complex tasks one step at a time. - True
T/F: Keeping records of customer complaints and the methods used to resolve them will help you resolve
similar situations in the future. - True
T/F: As a sales associate, you can help build trust by making sure customers understand & benefit from
the product warranties. - True
When using the T.H.A.N.K.S. method, "K" stands for: - "Know a solution if the customer does not
suggest one"
If your store does not offer the particular product of service the customer is looking for, your first option
should always be to: - Suggest alternatives that your store does carry
Guide ths
T/F: You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience. - True
Which is an appropriate reasons for following up with a customer? - You finally located an item
the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation. - False
How would you handle a situation where a customer wants a brand that you don't carry? - Get
permission from him to show the items you do have that meet his needs
When the customer presents you with a problem, you should ask her: - How she would like the
situation solved
Showing respect for a customer's business card means you should: - Make some comment to
indicate you have read it
T/F: If you don't have a warranty manual available or are unsure about a warranty answer, a resource to
consider is co-workers or your supervisor. - True
T/F: You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them. - True
When acting as a personal shopper, you should: - Select only items that fit her interest
To keep the lines of communication open, the best question to ask: - Begin with who, what,
where, when, how, or why
, T/F: You should record basic information that allows you to stay in touch with customers & specific
information that reminds you of their purchases and preferences. - True
It is important to build a relationship with your customer. In the first few seconds after you notice the
customer's arrival, you should: - Greet the customer and make him feel welcome
T/F: Most customers respond favorably to the hard sell technique because it shows them your belief in
the product. - False
A good reason for creating an opening for discussion is to: - Get to know what the customer wants
What is a good reason to ask customers for their business cards? - When customers show interest
in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services you sell: -
Shows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be helpful to explain
complex tasks one step at a time. - True
T/F: Keeping records of customer complaints and the methods used to resolve them will help you resolve
similar situations in the future. - True
T/F: As a sales associate, you can help build trust by making sure customers understand & benefit from
the product warranties. - True
When using the T.H.A.N.K.S. method, "K" stands for: - "Know a solution if the customer does not
suggest one"
If your store does not offer the particular product of service the customer is looking for, your first option
should always be to: - Suggest alternatives that your store does carry
