NRF Chapter 2 Exam Questions Answered Correctly Latest Version 2025 Already Passed
It is important to build a relationship with your customer. In the first few seconds after you notice the
customer's arrival, you should: - Answers Greet the customer and make him feel welcome
A new customer comes into your department, but you are helping another customer. You should: -
Answers Acknowledge the new customer's presence with eye contact and/or a brief comment that
you'll be right with him
Projecting a professional and friendly image includes: - Answers Behaving in an alert and courteous
manner
A good reason for creating an opening for discussion is to: - Answers Get to know what the customer
wants
The best way to talk to a new customer is to: - Answers Match what you say and your tone of voice to
her personality
If the customer isn't shopping alone, you can include the rest of the party by: - Answers Showing some
kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
If a customer walks directly to an item, this may indicate that he: - Answers Knows what he wants and
would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to: - Answers Satisfy the customer
You can best determine the customer's needs by gathering information through careful observation and
by: - Answers Asking the customer thoughtful questions
To keep the lines of communication open, the best questions to ask: - Answers Begin with who, what,
where, when, how, or why
Which of the following are examples of open-ended questions? - Answers What features are important
to you?
When fitting the products to the customer, you should: - Answers Ask questions that will help her define
the right fit
Which of the following phrases might be appropriate when discussing clothing size with your customer?
- Answers Have you worn this brand before? What size was most comfortable for you?
How would you handle a situation where a customer wants a brand that you don't carry? - Answers Get
permission from him to show the items you do have that meet his needs
If your store does not offer the particular product of service the customer is looking for, your first option
should always be to: - Answers Suggest alternatives that your store does carry
, Customers do not respond favorably to - Answers Hard sales
Which of the following are acceptable ways to ask a customer's permission to provide alternatives? -
Answers We don't carry that specific brand, but may I suggest ...
Referring a customer to a competitor will likely result in: - Answers The customer seeking you out for
future needs
Creating customer loyalty is rewarding for: - Answers The store, The sales associate, The customer
When something goes wrong or a product does not perform as expected, provide the customer with a
quick resolution and: - Answers Service with a smile
When your customer asks you to make an exception to the company policy regarding warranties, you
should probably: - Answers Check with your immediate supervisor or manager
When customers return merchandise, you should: - Answers Treat them with the same respect you
would if they were making a purchase
The company's return policy should always be - Answers clearly displayed in writing & mentioned by the
employee
Which of the following might be acceptable techniques for directing a customer to the Customer Service
department? - Answers "Customer service is on the third floor; take the elevator and turn right when
you get off. I'd go with you, but I can't leave this area unattended at the moment." AND "Someone in
Customer Service can help you with that; I'll show you the way."
Customer complaints should be welcomed because they provide an opportunity to: - Answers Learn
about problems so improvements can be made
Which option sounds best when dealing with a customer complaint? - Answers "Know a solution if the
customer does not suggest one"
If a customer becomes abusive, you should probably: - Answers Contact your manager
When the customer presents you with a problem, you should ask her: - Answers How she would like the
situation solved
If you find yourself having to resolve a very difficult issue, you may want to: - Answers Get help from a
more senior employee
As a sales associate, your goal is to: - Answers Keep the customer coming back
When customers come to you with complaints, you need to: - Answers Listen carefully, Be patient, Get
information
It is important to build a relationship with your customer. In the first few seconds after you notice the
customer's arrival, you should: - Answers Greet the customer and make him feel welcome
A new customer comes into your department, but you are helping another customer. You should: -
Answers Acknowledge the new customer's presence with eye contact and/or a brief comment that
you'll be right with him
Projecting a professional and friendly image includes: - Answers Behaving in an alert and courteous
manner
A good reason for creating an opening for discussion is to: - Answers Get to know what the customer
wants
The best way to talk to a new customer is to: - Answers Match what you say and your tone of voice to
her personality
If the customer isn't shopping alone, you can include the rest of the party by: - Answers Showing some
kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
If a customer walks directly to an item, this may indicate that he: - Answers Knows what he wants and
would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to: - Answers Satisfy the customer
You can best determine the customer's needs by gathering information through careful observation and
by: - Answers Asking the customer thoughtful questions
To keep the lines of communication open, the best questions to ask: - Answers Begin with who, what,
where, when, how, or why
Which of the following are examples of open-ended questions? - Answers What features are important
to you?
When fitting the products to the customer, you should: - Answers Ask questions that will help her define
the right fit
Which of the following phrases might be appropriate when discussing clothing size with your customer?
- Answers Have you worn this brand before? What size was most comfortable for you?
How would you handle a situation where a customer wants a brand that you don't carry? - Answers Get
permission from him to show the items you do have that meet his needs
If your store does not offer the particular product of service the customer is looking for, your first option
should always be to: - Answers Suggest alternatives that your store does carry
, Customers do not respond favorably to - Answers Hard sales
Which of the following are acceptable ways to ask a customer's permission to provide alternatives? -
Answers We don't carry that specific brand, but may I suggest ...
Referring a customer to a competitor will likely result in: - Answers The customer seeking you out for
future needs
Creating customer loyalty is rewarding for: - Answers The store, The sales associate, The customer
When something goes wrong or a product does not perform as expected, provide the customer with a
quick resolution and: - Answers Service with a smile
When your customer asks you to make an exception to the company policy regarding warranties, you
should probably: - Answers Check with your immediate supervisor or manager
When customers return merchandise, you should: - Answers Treat them with the same respect you
would if they were making a purchase
The company's return policy should always be - Answers clearly displayed in writing & mentioned by the
employee
Which of the following might be acceptable techniques for directing a customer to the Customer Service
department? - Answers "Customer service is on the third floor; take the elevator and turn right when
you get off. I'd go with you, but I can't leave this area unattended at the moment." AND "Someone in
Customer Service can help you with that; I'll show you the way."
Customer complaints should be welcomed because they provide an opportunity to: - Answers Learn
about problems so improvements can be made
Which option sounds best when dealing with a customer complaint? - Answers "Know a solution if the
customer does not suggest one"
If a customer becomes abusive, you should probably: - Answers Contact your manager
When the customer presents you with a problem, you should ask her: - Answers How she would like the
situation solved
If you find yourself having to resolve a very difficult issue, you may want to: - Answers Get help from a
more senior employee
As a sales associate, your goal is to: - Answers Keep the customer coming back
When customers come to you with complaints, you need to: - Answers Listen carefully, Be patient, Get
information
