NRF Customer Service EXAM ALL QUESTIONS AND CORRECT ANSWERS LATEST UPDATE THIS YEAR

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NRF Customer Service EXAM ALL QUESTIONS
AND CORRECT ANSWERS LATEST UPDATE THIS
YEAR
QUESTION: 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 - ANSWER-Get

permission from him to show the items you do have that meet his needs




QUESTION: 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



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• Who is at fault in the situation - ANSWER-How she would like the situation solved




QUESTION: Showing respect for a customer's business card means you should:




• Put it in your purse or wallet for safe keeping


• Make some comment to indicate you have read it


• Never write on it - ANSWER-Make some comment to indicate you have read it




QUESTION: 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 - ANSWER-True




QUESTION: You should keep your client records up-to-date and notify customers of

merchandise you know is of interest to them.


True or False - ANSWER-True




QUESTION: When acting as a personal shopper, you should:



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• 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 - ANSWER-Select only items that fit her interest




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 - ANSWER-Get to know what the customer wants




QUESTION: Which of the following are appropriate reasons for following 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 - ANSWER-You finally located an item the customer asked for a while back


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QUESTION: Customer follow-up is always a good idea, no matter what the situation.




True or False - ANSWER-False




QUESTION: 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 - ANSWER-Begin with who, what, where,

when, how, or why




QUESTION: You should record basic information that allows you to stay in touch with customers

and specific information that reminds you of their purchases and preferences.




True or False - ANSWER-True




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