CUSTOMER SERVICE & SALES
FUNDAMENTALS BY NRF QUESTIONS
AND ANSWERS WITH VERIFIED
SOLUTIONS 100% CORRECT RATED A+
Retailing
ANSWER✔✔: The method by which consumers acquire products and services.
Retailer
ANSWER✔✔: Receives, stores, displays, and presents products to customers.
Which of the 6 types of customers are you most like? Explain how this type of
customer shops.
ANSWER✔✔:
1. Innovative customer - Trendsetter.
2. Comparison shopper - Seeks the best deal.
3. Impulse buyer - Makes quick purchase decisions.
4. Follower - Waits to see the latest trends.
5. Diverse shopper - Unpredictable buying behavior.
6. Recreational shopper - Shops for enjoyment.
Explain the impact of retail on our economy/jobs in this country. Give an
example of jobs that involve customer service.
ANSWER✔✔: Retail plays a major role in the economy, supporting millions of
jobs. It accounts for at least one in every five jobs across all 50 states.
Explain what is meant by the saying "Customer service is not a department.
It's an attitude."
ANSWER✔✔: Customer service comes from a combination of skills such as
planning, problem solving, professionalism, and respect. When customers become
enthusiastic advocates, they tell others about your business.
What is the best way for customers to learn about a product? Why is this
important to people working in retail?
ANSWER✔✔: The best way to learn about a product is by testing it. This is
, important for retail workers to give genuine recommendations and build trust with
customers.
What are some ways to stay current on products and services?
ANSWER✔✔: Sales associates who can compare and differentiate their products
from competitors have an edge in retaining loyal customers.
When consumers receive poor service, how many people do they typically tell?
ANSWER✔✔: On average, they tell 10 people.
When service is poor, what percentage of customers refuse to go back to a
store?
ANSWER✔✔: 91% of customers will not return to a store after experiencing poor
service.
Give 5 tips for being a good active listener when dealing with customers.
ANSWER✔✔:
1. Focus entirely on the customer.
2. Listen completely without interrupting.
3. Pay attention to what isn’t being said.
4. Remain objective, don’t judge.
5. Restate and summarize what was said to confirm understanding.
Give 3 examples of what not to say to or ask a customer. Explain why you
should avoid these questions.
ANSWER✔✔:
1. “How much do you want to spend?” - It’s intrusive and can make the
customer uncomfortable.
2. “Do you want a ______ or a ______?” - Closed-ended questions limit the
customer's options.
3. “Why do you want a ______?” - This could come off as judgmental. Also,
be cautious when asking about clothing sizes.
How quickly should you acknowledge a new customer in the store?
ANSWER✔✔: Acknowledge them within the first 10 seconds.
What could happen if you don’t acknowledge a new customer quickly
enough?
FUNDAMENTALS BY NRF QUESTIONS
AND ANSWERS WITH VERIFIED
SOLUTIONS 100% CORRECT RATED A+
Retailing
ANSWER✔✔: The method by which consumers acquire products and services.
Retailer
ANSWER✔✔: Receives, stores, displays, and presents products to customers.
Which of the 6 types of customers are you most like? Explain how this type of
customer shops.
ANSWER✔✔:
1. Innovative customer - Trendsetter.
2. Comparison shopper - Seeks the best deal.
3. Impulse buyer - Makes quick purchase decisions.
4. Follower - Waits to see the latest trends.
5. Diverse shopper - Unpredictable buying behavior.
6. Recreational shopper - Shops for enjoyment.
Explain the impact of retail on our economy/jobs in this country. Give an
example of jobs that involve customer service.
ANSWER✔✔: Retail plays a major role in the economy, supporting millions of
jobs. It accounts for at least one in every five jobs across all 50 states.
Explain what is meant by the saying "Customer service is not a department.
It's an attitude."
ANSWER✔✔: Customer service comes from a combination of skills such as
planning, problem solving, professionalism, and respect. When customers become
enthusiastic advocates, they tell others about your business.
What is the best way for customers to learn about a product? Why is this
important to people working in retail?
ANSWER✔✔: The best way to learn about a product is by testing it. This is
, important for retail workers to give genuine recommendations and build trust with
customers.
What are some ways to stay current on products and services?
ANSWER✔✔: Sales associates who can compare and differentiate their products
from competitors have an edge in retaining loyal customers.
When consumers receive poor service, how many people do they typically tell?
ANSWER✔✔: On average, they tell 10 people.
When service is poor, what percentage of customers refuse to go back to a
store?
ANSWER✔✔: 91% of customers will not return to a store after experiencing poor
service.
Give 5 tips for being a good active listener when dealing with customers.
ANSWER✔✔:
1. Focus entirely on the customer.
2. Listen completely without interrupting.
3. Pay attention to what isn’t being said.
4. Remain objective, don’t judge.
5. Restate and summarize what was said to confirm understanding.
Give 3 examples of what not to say to or ask a customer. Explain why you
should avoid these questions.
ANSWER✔✔:
1. “How much do you want to spend?” - It’s intrusive and can make the
customer uncomfortable.
2. “Do you want a ______ or a ______?” - Closed-ended questions limit the
customer's options.
3. “Why do you want a ______?” - This could come off as judgmental. Also,
be cautious when asking about clothing sizes.
How quickly should you acknowledge a new customer in the store?
ANSWER✔✔: Acknowledge them within the first 10 seconds.
What could happen if you don’t acknowledge a new customer quickly
enough?
