NRF Certification UPDATED ACTUAL Questions and CORRECT Answers
1. Most experts estimate that a 15-20
disgruntled customer will tell
between people how they
were treated.
2. What is value? Benefit to customer minus cost to customer
3. True or false: Reliability of the False.
product is associated with the
cost side of the value equation.
4. What % of customers left a 70%
company because of customer
service issues?
5. What is lifetime value (LTV)? The average amount of money a customer will spend with your
business over the course of their lives.
Average $ spent per month x years (in months) = LTV
6. What happens to customers Most become loyal customers.
who do complain and have
their complaints resolved?
,7. What are the basic compo- Price, quality, and purchase experience
nents of "Value" to a customer?
8. What can you do to improve Listen attentively, empathize, follow up in a timely manner,
someone's experience as a deliver a solution.
customer?
9. "It is better to underpromise Tell the customer that you will try, be realistic but instill a sense
and overdeliver than to over- of confidence that their minimum request will be met. Then
promise and underdeliver." meet this minimum request plus bonus benefits.
What does this mean?
10. What are the four essential 1. Listen carefully.
steps all customer service rep- 2. Apologize for the problem.
resentatives should use when 3. Fix the solution.
a customer calls with a com- 4. Follow up with the customer.
plaint?
, 11. What are the three types of Internal customers, intermediate customers, final customers.
customers?
12. What is an internal customer? People who work for your organization and carry out functions
on the way to the intermediate or final customers.
13. What is an intermediate cus- The dealer or distributor that your product or service passes
tomer? through.
14. What is a final customer? People who purchase the product or service your organization
produces or provides.
1. Most experts estimate that a 15-20
disgruntled customer will tell
between people how they
were treated.
2. What is value? Benefit to customer minus cost to customer
3. True or false: Reliability of the False.
product is associated with the
cost side of the value equation.
4. What % of customers left a 70%
company because of customer
service issues?
5. What is lifetime value (LTV)? The average amount of money a customer will spend with your
business over the course of their lives.
Average $ spent per month x years (in months) = LTV
6. What happens to customers Most become loyal customers.
who do complain and have
their complaints resolved?
,7. What are the basic compo- Price, quality, and purchase experience
nents of "Value" to a customer?
8. What can you do to improve Listen attentively, empathize, follow up in a timely manner,
someone's experience as a deliver a solution.
customer?
9. "It is better to underpromise Tell the customer that you will try, be realistic but instill a sense
and overdeliver than to over- of confidence that their minimum request will be met. Then
promise and underdeliver." meet this minimum request plus bonus benefits.
What does this mean?
10. What are the four essential 1. Listen carefully.
steps all customer service rep- 2. Apologize for the problem.
resentatives should use when 3. Fix the solution.
a customer calls with a com- 4. Follow up with the customer.
plaint?
, 11. What are the three types of Internal customers, intermediate customers, final customers.
customers?
12. What is an internal customer? People who work for your organization and carry out functions
on the way to the intermediate or final customers.
13. What is an intermediate cus- The dealer or distributor that your product or service passes
tomer? through.
14. What is a final customer? People who purchase the product or service your organization
produces or provides.
