NRF Customer Service Exam Study Guide/
100 Q&A
When giving service to a person with developmental disabilities, it may be helpful
to explain complex tasks one step at a time. True or False - Answer: True
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 or False - Answer: True
Keeping records of customer complaints and the methods used to resolve them
will help you resolve similar situations in the future. True or False - Answer: True
Page 1 of 32
,If a customer walks directly to an item, this may indicate that he:
• Knows what he wants and would probably appreciate quick, efficient service
• Just wants to look at the item and has no interest in buying - Answer: Knows
what he wants and would probably appreciate quick, efficient service
As a sales associate, you can help build trust by making sure customers
understand and benefit from the product warranties. True or False - Answer: True
When using the T.H.A.N.K.S. method, "K" stands for:
• "Keep asking what the customer wants, even when the solution is obvious to
you"
• "Know when to give in to the customer's demands"
• "Know a solution if the customer does not suggest one"
• "Keep the customer from asking for a refund" - Answer: "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
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
Page 2 of 32
,• Immediately refer him to a competitor - Answer: Suggest alternatives that your
store does carry
When working with customers with disabilities be sure to take your time, be
patient, and:
• When you can, make decisions for the customer
• Let the customer help you understand his needs
• Speak loudly, using a lot of hand gestures - Answer: Let the customer help you
understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience
when he comes to your store are:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping customers
• Free coffee and doughnuts, and a clean restroom - Answer: • An enjoyable
atmosphere and super service
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for
bringing the problem to your attention." True or False - Answer: True
If an appliance or computer is being shipped, you might call the customer to be
certain it was delivered on time and in good condition and:
Page 3 of 32
, • If the customer really liked the deal you gave im
• If the customer has any friends that might like the item
• That the delivery people were courteous and careful - Answer: That the delivery
people were courteous and careful
In preparing a resource list for your customers, you should consider including:
• Local companies that have complementary services to the products you sell
• Phone numbers that customers have requested in the past, such as a taxi service
• Information about companies you recommend, such as repair shops
• All of the above - Answer: All of the above
Turn your phone interaction into a loyal customer by:
• Letting the customer know about sales events
• Mentioning services he may not be aware of
• Offering to ship items directly to the customer
• All of the above - Answer: All of the above
You should go out of your way to make customers with disabilities feel like they
don't have to do anything. True or False - Answer: False
When customers return merchandise, you should:
• Treat them with the same respect you would if they were making a purchase
Page 4 of 32
100 Q&A
When giving service to a person with developmental disabilities, it may be helpful
to explain complex tasks one step at a time. True or False - Answer: True
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 or False - Answer: True
Keeping records of customer complaints and the methods used to resolve them
will help you resolve similar situations in the future. True or False - Answer: True
Page 1 of 32
,If a customer walks directly to an item, this may indicate that he:
• Knows what he wants and would probably appreciate quick, efficient service
• Just wants to look at the item and has no interest in buying - Answer: Knows
what he wants and would probably appreciate quick, efficient service
As a sales associate, you can help build trust by making sure customers
understand and benefit from the product warranties. True or False - Answer: True
When using the T.H.A.N.K.S. method, "K" stands for:
• "Keep asking what the customer wants, even when the solution is obvious to
you"
• "Know when to give in to the customer's demands"
• "Know a solution if the customer does not suggest one"
• "Keep the customer from asking for a refund" - Answer: "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
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
Page 2 of 32
,• Immediately refer him to a competitor - Answer: Suggest alternatives that your
store does carry
When working with customers with disabilities be sure to take your time, be
patient, and:
• When you can, make decisions for the customer
• Let the customer help you understand his needs
• Speak loudly, using a lot of hand gestures - Answer: Let the customer help you
understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience
when he comes to your store are:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping customers
• Free coffee and doughnuts, and a clean restroom - Answer: • An enjoyable
atmosphere and super service
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for
bringing the problem to your attention." True or False - Answer: True
If an appliance or computer is being shipped, you might call the customer to be
certain it was delivered on time and in good condition and:
Page 3 of 32
, • If the customer really liked the deal you gave im
• If the customer has any friends that might like the item
• That the delivery people were courteous and careful - Answer: That the delivery
people were courteous and careful
In preparing a resource list for your customers, you should consider including:
• Local companies that have complementary services to the products you sell
• Phone numbers that customers have requested in the past, such as a taxi service
• Information about companies you recommend, such as repair shops
• All of the above - Answer: All of the above
Turn your phone interaction into a loyal customer by:
• Letting the customer know about sales events
• Mentioning services he may not be aware of
• Offering to ship items directly to the customer
• All of the above - Answer: All of the above
You should go out of your way to make customers with disabilities feel like they
don't have to do anything. True or False - Answer: False
When customers return merchandise, you should:
• Treat them with the same respect you would if they were making a purchase
Page 4 of 32
