NRF Customer Service Study Guide ACTUAL UPDATED QUESTIONS AND
CORRECT ANSWERS
A good reason for creating an opening for discussion is Get to know what the customer wants
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
Which of the following are appropriate reasons for You finally located an item the customer asked for a while back
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
Customer follow-up is always a good idea, no matter False
what the situation.
True or False
,How would you handle a situation where a customer Get permission from him to show the items you do have that meet his needs
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
When the customer presents you with a problem, you How she would like the situation solved
should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation
Showing respect for a customer's business card means Make some comment to indicate you have read it
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
If you don't have a warranty manual available or are True
unsure about a warranty answer, a resource to consider is
co-workers or your supervisor.
True or false
You should keep your client records up-to-date and True
notify customers of merchandise you know is of interest
to them.
True or False
When acting as a personal shopper, you should: Select only items that fit her interest
• 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
, To keep the lines of communication open, the best Begin with who, what, where, when, how, or why
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
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
It is important to build a relationship with your customer. Greet the customer and make him feel welcome
In the first few seconds after you notice the customer's
arrival, you should:
• Find your sales book and get it ready for your next sale
• Make sure your clothes are neat and you look
professional
• Tidy up the product display before showing it to the
customer
• Greet the customer and make him feel welcome
Most customers respond favorably to the hard sell False
technique because it shows them your belief in the
product.
True or False
Which of the following are good reasons to ask When customers show interest in an upcoming event and you offer to remind
customers for their business cards? them
• So you can build up your client records with names of
potential customers
• So you can claim these customers as your own and
keep co-workers from making sales to them
• To learn more about them so you can suggest items that
you think they can afford
• When customers show interest in an upcoming event
and you offer to remind them
CORRECT ANSWERS
A good reason for creating an opening for discussion is Get to know what the customer wants
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
Which of the following are appropriate reasons for You finally located an item the customer asked for a while back
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
Customer follow-up is always a good idea, no matter False
what the situation.
True or False
,How would you handle a situation where a customer Get permission from him to show the items you do have that meet his needs
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
When the customer presents you with a problem, you How she would like the situation solved
should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation
Showing respect for a customer's business card means Make some comment to indicate you have read it
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
If you don't have a warranty manual available or are True
unsure about a warranty answer, a resource to consider is
co-workers or your supervisor.
True or false
You should keep your client records up-to-date and True
notify customers of merchandise you know is of interest
to them.
True or False
When acting as a personal shopper, you should: Select only items that fit her interest
• 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
, To keep the lines of communication open, the best Begin with who, what, where, when, how, or why
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
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
It is important to build a relationship with your customer. Greet the customer and make him feel welcome
In the first few seconds after you notice the customer's
arrival, you should:
• Find your sales book and get it ready for your next sale
• Make sure your clothes are neat and you look
professional
• Tidy up the product display before showing it to the
customer
• Greet the customer and make him feel welcome
Most customers respond favorably to the hard sell False
technique because it shows them your belief in the
product.
True or False
Which of the following are good reasons to ask When customers show interest in an upcoming event and you offer to remind
customers for their business cards? them
• So you can build up your client records with names of
potential customers
• So you can claim these customers as your own and
keep co-workers from making sales to them
• To learn more about them so you can suggest items that
you think they can afford
• When customers show interest in an upcoming event
and you offer to remind them
