NRF CUSTOMER SERVICE COMPREHENSIVE
EXAM STUDY GUIDE COMPLETE
QUESTIONS AND SOLUTIONS
●● You can best determine the customer's needs by gathering
information through careful observation and by:• Telling the customer
everything you know about your products• Asking the customer
thoughtful questions• Deciding the type of products you think the
customer should buy
Answer:
●● Which of the following items would NOT be an appropriate finishing
touch to your service?• Send a postcard thanking the customer for letting
you help him select a gift for his wife• Send a handwritten note thanking
the customer for his business• Call the customer to make sure he is
satisfied with his purchase• Give the customer your business card and
encourage him to return to the store• Remember the customer's name
and use it when he comes in again
Answer:
●● When using the T.H.A.N.K.S. method, "T" stands for "Thank the
customer for bringing the problem to your attention." True or False
Answer:
,●● You should explain all warranty conditions to your customer at the
time of purchase. True or False
Answer:
●● Which of the following are acceptable ways to ask a customer's
permission to provide alternatives?• We don't carry that specific brand,
but may I suggest. • Is that the only brand you were interested in?• Is
ther anything else you were looking for?• We don't recommend that
item. May I show you a better product?• All of the above
Answer:
●● If your store does not offer the particular product of service the
customer is looking for, your first option should always be to:• Suggest
alternatives that your store does carry• Inform him of the drawbacks of
the product he is seeking• Convince the customer he doesn't need it
anyway• Immediately refer him to a competitor
Answer:
●● As a customer service professional, the best way for you to
remember your regular customers' interests is to keep a written record of
the vital information. True or False
Answer:
●● TYPE THE ANSWER
Answer:
, ●● You should keep your client records up-to-date and notify customers
of merchandise you know is of interest to them.
Answer:
●● True or False
Answer:
●● TYPE THE ANSWER
Answer:
●● Which of the following are appropriate reasons for following up with
a customer?
Answer:
●● • You are curious whether a gift your customer purchased was well
received
Answer:
●● • You finally located an item the customer asked for a while back
Answer:
EXAM STUDY GUIDE COMPLETE
QUESTIONS AND SOLUTIONS
●● You can best determine the customer's needs by gathering
information through careful observation and by:• Telling the customer
everything you know about your products• Asking the customer
thoughtful questions• Deciding the type of products you think the
customer should buy
Answer:
●● Which of the following items would NOT be an appropriate finishing
touch to your service?• Send a postcard thanking the customer for letting
you help him select a gift for his wife• Send a handwritten note thanking
the customer for his business• Call the customer to make sure he is
satisfied with his purchase• Give the customer your business card and
encourage him to return to the store• Remember the customer's name
and use it when he comes in again
Answer:
●● When using the T.H.A.N.K.S. method, "T" stands for "Thank the
customer for bringing the problem to your attention." True or False
Answer:
,●● You should explain all warranty conditions to your customer at the
time of purchase. True or False
Answer:
●● Which of the following are acceptable ways to ask a customer's
permission to provide alternatives?• We don't carry that specific brand,
but may I suggest. • Is that the only brand you were interested in?• Is
ther anything else you were looking for?• We don't recommend that
item. May I show you a better product?• All of the above
Answer:
●● If your store does not offer the particular product of service the
customer is looking for, your first option should always be to:• Suggest
alternatives that your store does carry• Inform him of the drawbacks of
the product he is seeking• Convince the customer he doesn't need it
anyway• Immediately refer him to a competitor
Answer:
●● As a customer service professional, the best way for you to
remember your regular customers' interests is to keep a written record of
the vital information. True or False
Answer:
●● TYPE THE ANSWER
Answer:
, ●● You should keep your client records up-to-date and notify customers
of merchandise you know is of interest to them.
Answer:
●● True or False
Answer:
●● TYPE THE ANSWER
Answer:
●● Which of the following are appropriate reasons for following up with
a customer?
Answer:
●● • You are curious whether a gift your customer purchased was well
received
Answer:
●● • You finally located an item the customer asked for a while back
Answer:
