NRF Customer service exam study guide with 100% verified answer
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1. A good reason for creating an opening for
discussion is to: Get to know what the
cus- tomer wants
•Break down the customer's sales resistance
•Convince the customer how much you know
about the product
•Get to know what the customer wants
2. Which of the following are appropriate reasons
for following up with a customer?
You finally located an
•You are curious whether a gift your customer item the customer
pur- chased was well received
•You finally located an item the customer asked asked for a while back
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
3. Customer follow-up is always a good idea, no
matter what the situation
True or False
4. How would you handle a situation where a False
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 Get permission from
•Tell him that he won't find anything better than him to show the items
what you have you do have that meet
his needs
, NRF Customer service exam study guide with 100% verified answer
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•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
your- self to serve someone else
5. When the customer presents you with a problem, you How she would like
the sit-
should ask her: uation solved
•How she would like the situation solved
•If she stops at your store on a regular basis
•Who is at fault in the situation
6. Showing respect for a customer's business Make some comment
card means you should:
to indicate you have
•Put it in your purse or wallet for safe keeping read it
•Make some comment to indicate you have read
it
•Never write on it
7. If you don't have a warranty manual available or
are unsure about a warranty answer, a resource True
to consid- er is co-workers or your supervisor.
True or false
8. You should keep your client records up-to-date
and notify customers of merchandise you know is
of inter- est to them. True
True or False
9. When acting as a personal shopper, you should:
•Choose a wide selection of items from which
the customer can choose Select only items that fit
her interest
, NRF Customer service exam study guide with 100% verified answer
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•Ignore the customer's bad taste and choose
the items that you think she should wear
•Select only items that fit her interest
10. To keep the lines of communication open, the Begin with who, what,
best question to ask: where, when, how, or
•Are the ones that are able to direct the why
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
11. You should record basic information that allows you to
True stay in touch with customers and specific
information that reminds you of their purchases and
preferences. True or False
12. It is important to build a relationship with your
cus- tomer. In the first few seconds after you Greet the customer and
notice the customer's arrival, you should: make him feel welcome
•Find your sales book and get it ready for your
next sale
•Make sure your clothes are neat and you look
profes- sional
•Tidy up the product display before showing it to
the customer
•Greet the customer and make him feel welcome
13. False
dated
| Up
1. A good reason for creating an opening for
discussion is to: Get to know what the
cus- tomer wants
•Break down the customer's sales resistance
•Convince the customer how much you know
about the product
•Get to know what the customer wants
2. Which of the following are appropriate reasons
for following up with a customer?
You finally located an
•You are curious whether a gift your customer item the customer
pur- chased was well received
•You finally located an item the customer asked asked for a while back
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
3. Customer follow-up is always a good idea, no
matter what the situation
True or False
4. How would you handle a situation where a False
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 Get permission from
•Tell him that he won't find anything better than him to show the items
what you have you do have that meet
his needs
, NRF Customer service exam study guide with 100% verified answer
dated
| Up
•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
your- self to serve someone else
5. When the customer presents you with a problem, you How she would like
the sit-
should ask her: uation solved
•How she would like the situation solved
•If she stops at your store on a regular basis
•Who is at fault in the situation
6. Showing respect for a customer's business Make some comment
card means you should:
to indicate you have
•Put it in your purse or wallet for safe keeping read it
•Make some comment to indicate you have read
it
•Never write on it
7. If you don't have a warranty manual available or
are unsure about a warranty answer, a resource True
to consid- er is co-workers or your supervisor.
True or false
8. You should keep your client records up-to-date
and notify customers of merchandise you know is
of inter- est to them. True
True or False
9. When acting as a personal shopper, you should:
•Choose a wide selection of items from which
the customer can choose Select only items that fit
her interest
, NRF Customer service exam study guide with 100% verified answer
dated
| Up
•Ignore the customer's bad taste and choose
the items that you think she should wear
•Select only items that fit her interest
10. To keep the lines of communication open, the Begin with who, what,
best question to ask: where, when, how, or
•Are the ones that are able to direct the why
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
11. You should record basic information that allows you to
True stay in touch with customers and specific
information that reminds you of their purchases and
preferences. True or False
12. It is important to build a relationship with your
cus- tomer. In the first few seconds after you Greet the customer and
notice the customer's arrival, you should: make him feel welcome
•Find your sales book and get it ready for your
next sale
•Make sure your clothes are neat and you look
profes- sional
•Tidy up the product display before showing it to
the customer
•Greet the customer and make him feel welcome
13. False
