Page 1 of 95
NRF CUSTOMER SERVICE EXAM A&B 2026-2027
COMPLETE 250 QUESTIONS AND VERIFIED
SOLUTIONS LATEST UPDATE THIS YEAR
NRF CUSTOMER SERVICE EXAM A
QUESTION: When customers enlist you as their personal shopper, they probably should expect:
• a) To steer customers towards slow-moving merchandise
• b) to decrease returns
• c) to answer questions and satisfy customer needs - ANSWER-a) To answer questions and
satisfy customer needs
QUESTION: The warranty is an excellent tool for you to use to:
• a) Prove that your company has the best price.
• b) Explain your company's return policy.
• c) Reassure the customer about a product's quality.
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• d) All of the above - ANSWER-c) Reassure the customer about a product's quality.
QUESTION: In your client record system, you should record:
• a) Customer purchases
• b) Customer interests
• c) Follow-up activities
• d) All of the above - ANSWER-d) All of the above
QUESTION: Which is the BEST way to communicate the benefits of a product?
a) Compare the product to a competitor`s product
b) Refer the customer to the product label
c) Share personal experience about using the product
d)Ask the store manager to demonstrate the product - ANSWER-c) Share personal experience
about the product
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QUESTION: To become familiar with products, you should:
• a) Read labels, spend time with other sells associate and ask questions
• b) Ask the customer to read the manual
• c) Attend company trainings
• d) A and C - ANSWER-d) A and C
QUESTION: One of the best ways to turn the customer into a loyal customer is to treat the
customer with high quality customer service.
True or False - ANSWER-True
Q; When balancing service between phone customers and those you may already be helping in
the store, you should:
• a) Excuse yourself courteously from your in-store customer saying that you'll be right back
and answer the phone
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• b) Move your in-store customer over by the phone and help both customers at the same time
• c) Tell your in-store customer that you need to get the phone and she should look around for
awhile - ANSWER-a) Excuse yourself courteously from your in-store customer saying that you'll
be right back and answer the phone
QUESTION: If a customer becomes abusive, you should probably:
• a) Tell him he is being abusive and call security
• b) Refund his money immediately
• c) Contact your manager - ANSWER-c) Contact your manager
QUESTION: Which of the following might be acceptable techniques for directing a customer to
the Customer Service department?
A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd
go with you, but I can't leave this area unattended at the moment."
B). "You'll have to take this to Customer Service; I can't help you here."
NRF CUSTOMER SERVICE EXAM A&B 2026-2027
COMPLETE 250 QUESTIONS AND VERIFIED
SOLUTIONS LATEST UPDATE THIS YEAR
NRF CUSTOMER SERVICE EXAM A
QUESTION: When customers enlist you as their personal shopper, they probably should expect:
• a) To steer customers towards slow-moving merchandise
• b) to decrease returns
• c) to answer questions and satisfy customer needs - ANSWER-a) To answer questions and
satisfy customer needs
QUESTION: The warranty is an excellent tool for you to use to:
• a) Prove that your company has the best price.
• b) Explain your company's return policy.
• c) Reassure the customer about a product's quality.
,Page 2 of 95
• d) All of the above - ANSWER-c) Reassure the customer about a product's quality.
QUESTION: In your client record system, you should record:
• a) Customer purchases
• b) Customer interests
• c) Follow-up activities
• d) All of the above - ANSWER-d) All of the above
QUESTION: Which is the BEST way to communicate the benefits of a product?
a) Compare the product to a competitor`s product
b) Refer the customer to the product label
c) Share personal experience about using the product
d)Ask the store manager to demonstrate the product - ANSWER-c) Share personal experience
about the product
,Page 3 of 95
QUESTION: To become familiar with products, you should:
• a) Read labels, spend time with other sells associate and ask questions
• b) Ask the customer to read the manual
• c) Attend company trainings
• d) A and C - ANSWER-d) A and C
QUESTION: One of the best ways to turn the customer into a loyal customer is to treat the
customer with high quality customer service.
True or False - ANSWER-True
Q; When balancing service between phone customers and those you may already be helping in
the store, you should:
• a) Excuse yourself courteously from your in-store customer saying that you'll be right back
and answer the phone
, Page 4 of 95
• b) Move your in-store customer over by the phone and help both customers at the same time
• c) Tell your in-store customer that you need to get the phone and she should look around for
awhile - ANSWER-a) Excuse yourself courteously from your in-store customer saying that you'll
be right back and answer the phone
QUESTION: If a customer becomes abusive, you should probably:
• a) Tell him he is being abusive and call security
• b) Refund his money immediately
• c) Contact your manager - ANSWER-c) Contact your manager
QUESTION: Which of the following might be acceptable techniques for directing a customer to
the Customer Service department?
A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd
go with you, but I can't leave this area unattended at the moment."
B). "You'll have to take this to Customer Service; I can't help you here."
