11/5/24, 3:19 PM NRF Customer service exam study guide Flashcards | Quizlet
NRF Customer service exam study
guideWITH COMPLETE SOLUTIONS
GRADED A+.
Terms in this set (100)
A good reason for creating an opening for Get to know what the customer wants
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 appropriate You finally located an item the customer asked for a while back
reasons for following up 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
Customer follow-up is always a good idea, False
no matter what the situation
True or False
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,11/5/24, 3:19 PM NRF Customer service exam study guide Flashcards | Quizlet
How would you handle a situation where a Get permission from him to show the items you do have that meet his needs
customer wants a brand that 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 with a How she would like the situation solved
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
Showing respect for a customer's business Make some comment to indicate you have read it
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 up-to- True
date and notify customers of merchandise
you know is of interest to them.
True or False
When acting as a personal shopper, you Select only items that fit her interest
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
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, 11/5/24, 3:19 PM NRF Customer service exam study guide Flashcards | Quizlet
To keep the lines of communication open, Begin with who, what, where, when, how, or why
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 that True
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 with Greet the customer and make him feel welcome
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
Most customers respond favorably to the False
hard sell technique because it shows them
your belief in the product. True or False
Which of the following are good reasons to When customers show interest in an upcoming event and you offer to remind them
ask customers for their business cards?
• So you can build up your client records
with names of potential customers
• So you can claim these customers as your
own and keep co-workers from making
sales to them
• To learn more about them so you can
suggest items that you think they can afford
• When customers show interest in an
upcoming event and you offer to remind
them
https://quizlet.com/88676275/nrf-customer-service-exam-study-guide-flash-cards/ 3/18
NRF Customer service exam study
guideWITH COMPLETE SOLUTIONS
GRADED A+.
Terms in this set (100)
A good reason for creating an opening for Get to know what the customer wants
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 appropriate You finally located an item the customer asked for a while back
reasons for following up 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
Customer follow-up is always a good idea, False
no matter what the situation
True or False
https://quizlet.com/88676275/nrf-customer-service-exam-study-guide-flash-cards/ 1/18
,11/5/24, 3:19 PM NRF Customer service exam study guide Flashcards | Quizlet
How would you handle a situation where a Get permission from him to show the items you do have that meet his needs
customer wants a brand that 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 with a How she would like the situation solved
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
Showing respect for a customer's business Make some comment to indicate you have read it
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 up-to- True
date and notify customers of merchandise
you know is of interest to them.
True or False
When acting as a personal shopper, you Select only items that fit her interest
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/88676275/nrf-customer-service-exam-study-guide-flash-cards/ 2/18
, 11/5/24, 3:19 PM NRF Customer service exam study guide Flashcards | Quizlet
To keep the lines of communication open, Begin with who, what, where, when, how, or why
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 that True
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 with Greet the customer and make him feel welcome
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
Most customers respond favorably to the False
hard sell technique because it shows them
your belief in the product. True or False
Which of the following are good reasons to When customers show interest in an upcoming event and you offer to remind them
ask customers for their business cards?
• So you can build up your client records
with names of potential customers
• So you can claim these customers as your
own and keep co-workers from making
sales to them
• To learn more about them so you can
suggest items that you think they can afford
• When customers show interest in an
upcoming event and you offer to remind
them
https://quizlet.com/88676275/nrf-customer-service-exam-study-guide-flash-cards/ 3/18
