NRF CUSTOMER SERVICE AND
SALES EXAM QUESTIONS AND
ANSWERS 100% CORRECT!!!
LATEST UPDATE 2024
Which of the following methods is the BEST way to resolve a customer complaint?
A. Actively listen to the complaint, ask questions, and let the customer have
input into the solution.
B. Apologize to the customer that the merchandise didn't work out and refund
the cost according to Store Policy.
C. Ask the manager to handle the situation so the customer feels like a priority
regardless of the outcome.
D. Figure out how to make the customer happy before he or she gets angry, and
the store loses the customer's business.
A. Actively listen to the complaint, ask questions, and let the customer have input
into the solution.
A customer arrives to pick up a stereo from the repair department. The customer
states that the repairs department called earlier to tell him the stereo was ready.
,However, the stereo cannot be located. After 20 minutes the customer is angry.
What should the associate do?
A. Apologize and offer to locate and deliver the stereo.
B. Refer the customer to a supervisor.
C. Tell the customer you are sorry, the call was a mistake.
D. Sell the customer a new stereo at a reduced price.
B. Refer the customer to a supervisor.
Which of the following is the BEST reason for a sales associate to test and sample
a product before it goes on display?
A. To make it easier to demonstrate and sell products.
B. To warn customers about products that are difficult to assemble.
C. To learn how to push slow-moving products and not lose a sale.
D. To impress customers by demonstrating knowledge and expertise.
A. To make it easier to demonstrate and sell products.
You are ringing up a customer's order when the customer notices that the price
on one of the products was rung up incorrectly. The customer states that there
was a sale sign in front of the product. You go and check to see if there's a sale
sign and find that there is an old, expired sale sign in front of the product. Which
of the following is the most appropriate course of action?
,A. Remove the sale sign, apologize to the customer, and give the sale price to
the customer.
B. Call your manager to remove the sale sign and handle the situation with the
customer.
C. Explain to the customer that it is an expired sale sign, and she needs to pay the
higher price.
D. Ask a coworker to finish ringing up the customer while you check to make sure
all the signs in the store are current.
A. Remove the sale sign, apologize to the customer, and give the sale price to the
customer.
What is the MOST important information a sales associate should look for when
studying the stores' competition?
A. Flow of the competing store, including product displays and the location of
cash registers and service desks.
B. Product details and specifications offered by the competing store, such as
brand, price, size and warranty.
C. Product sale and sale timing information that the competing store places on
websites and in newspapers.
D. Selling techniques and product demonstrations employed by sales associates at
the competing store.
B. Product details and specifications offered by the competing store, such as
brand, price, size and warranty.
, What are the PRIMARY types of retail training for sales associates?
A. Accounting procedures and stock management.
B. Product knowledge and company procedures.
C. Special orders and delivery scheduling.
D. Vendor relationships in site locations.
B. Product knowledge and company procedures.
A customer returns a laptop computer and explains that one of the features is not
working. The customer service associate is familiar with the features of the
laptop. What should the associate do FIRST?
A. Offer the customer a refund or store credit.
B. Test the customer's computer and determine whether there is a problem with
the feature.
C. Give the customer a detailed explanation of how to use the feature.
D. Tell the customer that there have been problems with this computer model
and that there may be a better one available.
B. Test the customer's computer and determine whether there is a problem with
the feature.
SALES EXAM QUESTIONS AND
ANSWERS 100% CORRECT!!!
LATEST UPDATE 2024
Which of the following methods is the BEST way to resolve a customer complaint?
A. Actively listen to the complaint, ask questions, and let the customer have
input into the solution.
B. Apologize to the customer that the merchandise didn't work out and refund
the cost according to Store Policy.
C. Ask the manager to handle the situation so the customer feels like a priority
regardless of the outcome.
D. Figure out how to make the customer happy before he or she gets angry, and
the store loses the customer's business.
A. Actively listen to the complaint, ask questions, and let the customer have input
into the solution.
A customer arrives to pick up a stereo from the repair department. The customer
states that the repairs department called earlier to tell him the stereo was ready.
,However, the stereo cannot be located. After 20 minutes the customer is angry.
What should the associate do?
A. Apologize and offer to locate and deliver the stereo.
B. Refer the customer to a supervisor.
C. Tell the customer you are sorry, the call was a mistake.
D. Sell the customer a new stereo at a reduced price.
B. Refer the customer to a supervisor.
Which of the following is the BEST reason for a sales associate to test and sample
a product before it goes on display?
A. To make it easier to demonstrate and sell products.
B. To warn customers about products that are difficult to assemble.
C. To learn how to push slow-moving products and not lose a sale.
D. To impress customers by demonstrating knowledge and expertise.
A. To make it easier to demonstrate and sell products.
You are ringing up a customer's order when the customer notices that the price
on one of the products was rung up incorrectly. The customer states that there
was a sale sign in front of the product. You go and check to see if there's a sale
sign and find that there is an old, expired sale sign in front of the product. Which
of the following is the most appropriate course of action?
,A. Remove the sale sign, apologize to the customer, and give the sale price to
the customer.
B. Call your manager to remove the sale sign and handle the situation with the
customer.
C. Explain to the customer that it is an expired sale sign, and she needs to pay the
higher price.
D. Ask a coworker to finish ringing up the customer while you check to make sure
all the signs in the store are current.
A. Remove the sale sign, apologize to the customer, and give the sale price to the
customer.
What is the MOST important information a sales associate should look for when
studying the stores' competition?
A. Flow of the competing store, including product displays and the location of
cash registers and service desks.
B. Product details and specifications offered by the competing store, such as
brand, price, size and warranty.
C. Product sale and sale timing information that the competing store places on
websites and in newspapers.
D. Selling techniques and product demonstrations employed by sales associates at
the competing store.
B. Product details and specifications offered by the competing store, such as
brand, price, size and warranty.
, What are the PRIMARY types of retail training for sales associates?
A. Accounting procedures and stock management.
B. Product knowledge and company procedures.
C. Special orders and delivery scheduling.
D. Vendor relationships in site locations.
B. Product knowledge and company procedures.
A customer returns a laptop computer and explains that one of the features is not
working. The customer service associate is familiar with the features of the
laptop. What should the associate do FIRST?
A. Offer the customer a refund or store credit.
B. Test the customer's computer and determine whether there is a problem with
the feature.
C. Give the customer a detailed explanation of how to use the feature.
D. Tell the customer that there have been problems with this computer model
and that there may be a better one available.
B. Test the customer's computer and determine whether there is a problem with
the feature.
