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NRF Customer service Exam
Study Guide Questions And
Answers 2025 Latest Update
Graded A+
Advanced Pathophysiology (Chamberlain University)
A good reason for creating an opening for 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 - CORRECT ANS-Get to know what the customer wants Which of
the following are appropriate reasons for follo wing 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 - CORRECT ANS-You finally located an item the customer asked for a while back
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Customer follow-up is always a good idea, no matter what the situation True
or False - CORRECT ANS-False
How would you handle a situation where a 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 - CORRECT ANS-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
• If she stops at your store on a regular basis
• Who is at fault in the situation - CORRECT ANS-How she would like the situation solved
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
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• Make some comment to indicate you have read it
• Never write on it - CORRECT ANS-Make some comment to indicate you have read it
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 or false - CORRECT ANS-True
You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.
True or False - CORRECT ANS-True
When acting as a personal shopper, you 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 - CORRECT ANS-Select only items that fit her interest
To keep the lines of communication open, 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 - CORRECT ANS-Begin with who, what, where, when,
how, or why
Downloaded by NELSON KIIRU ()
Lomoarcpsd|26582732
NRF Customer service Exam
Study Guide Questions And
Answers 2025 Latest Update
Graded A+
Advanced Pathophysiology (Chamberlain University)
A good reason for creating an opening for 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 - CORRECT ANS-Get to know what the customer wants Which of
the following are appropriate reasons for follo wing 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 - CORRECT ANS-You finally located an item the customer asked for a while back
Downloaded by NELSON KIIRU ()
, lOMoARcPSD|26582732
Customer follow-up is always a good idea, no matter what the situation True
or False - CORRECT ANS-False
How would you handle a situation where a 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 - CORRECT ANS-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
• If she stops at your store on a regular basis
• Who is at fault in the situation - CORRECT ANS-How she would like the situation solved
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
Downloaded by NELSON KIIRU ()
, lOMoARcPSD|26582732
• Make some comment to indicate you have read it
• Never write on it - CORRECT ANS-Make some comment to indicate you have read it
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 or false - CORRECT ANS-True
You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.
True or False - CORRECT ANS-True
When acting as a personal shopper, you 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 - CORRECT ANS-Select only items that fit her interest
To keep the lines of communication open, 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 - CORRECT ANS-Begin with who, what, where, when,
how, or why
Downloaded by NELSON KIIRU ()
