NRF CUSTOMER SERVICE
COMPREHENSIVE STUDY GUIDE 2026
FULL QUESTIONS AND SOLUTIONS
GRADED A+
◍ Benefits.
Answer: Advantages or rewards of product features
◍ Closed Ended Question.
Answer: Questions that evoke one-word answersMay I help you? NOClosed
ended questions begin with: Do? Will? Can?
◍ Customer Service.
Answer: The acting of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance before,
during and after the customer's requirements are met.
◍ Features.
Answer: Those things that are physical in natureColor, sizeAppeal to the
sensesTouch, taste, smell, sight and sound
◍ Open Ended Questions.
Answer: Questions that can not be answered with a yes or noQuestions that
begin with the words: Who? What? When? How? Why?
◍ Politely excuse yourself and answer the phone.
Answer: When you are busy helping a customer and the telephone rings,
what should you do?
◍ Formal Greeting.
Answer: "Good afternoon, ma'am," is an example of what type of greeting?
, ◍ Who, What, When, Where, Why, How.
Answer: Open-ended questions begin with what common words?
◍ Personal need.
Answer: involve the customer's need to be treated with respect
◍ Practical Need.
Answer: those needs that motivated the customer to come to you in the first
place.
◍ verbal cues.
Answer: Speaking, tone of voice, How can I help you?
◍ nonverbal cues.
Answer: Body language, facial expression
◍ keep your composure.
Answer: step 1 to the grievance process
◍ apologize and thank the customer.
Answer: step 2 to the grievance process
◍ listen carefully and investigate the situation.
Answer: step 3 to the grievance process
◍ propose solution option.
Answer: step 4 to the grievance process
◍ What is one of the best ways to explain features and benefits to a customer?.
Answer: demonstrate the product
◍ When service is poor, what percent of retail customers refuse to go back to a
store?.
Answer: 90%
◍ What is the equation that shows why customers are important to you as an
employee?.
Answer: customers=revenue=wages=employees
◍ How soon upon a customer's entrance into the store should an associate
COMPREHENSIVE STUDY GUIDE 2026
FULL QUESTIONS AND SOLUTIONS
GRADED A+
◍ Benefits.
Answer: Advantages or rewards of product features
◍ Closed Ended Question.
Answer: Questions that evoke one-word answersMay I help you? NOClosed
ended questions begin with: Do? Will? Can?
◍ Customer Service.
Answer: The acting of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance before,
during and after the customer's requirements are met.
◍ Features.
Answer: Those things that are physical in natureColor, sizeAppeal to the
sensesTouch, taste, smell, sight and sound
◍ Open Ended Questions.
Answer: Questions that can not be answered with a yes or noQuestions that
begin with the words: Who? What? When? How? Why?
◍ Politely excuse yourself and answer the phone.
Answer: When you are busy helping a customer and the telephone rings,
what should you do?
◍ Formal Greeting.
Answer: "Good afternoon, ma'am," is an example of what type of greeting?
, ◍ Who, What, When, Where, Why, How.
Answer: Open-ended questions begin with what common words?
◍ Personal need.
Answer: involve the customer's need to be treated with respect
◍ Practical Need.
Answer: those needs that motivated the customer to come to you in the first
place.
◍ verbal cues.
Answer: Speaking, tone of voice, How can I help you?
◍ nonverbal cues.
Answer: Body language, facial expression
◍ keep your composure.
Answer: step 1 to the grievance process
◍ apologize and thank the customer.
Answer: step 2 to the grievance process
◍ listen carefully and investigate the situation.
Answer: step 3 to the grievance process
◍ propose solution option.
Answer: step 4 to the grievance process
◍ What is one of the best ways to explain features and benefits to a customer?.
Answer: demonstrate the product
◍ When service is poor, what percent of retail customers refuse to go back to a
store?.
Answer: 90%
◍ What is the equation that shows why customers are important to you as an
employee?.
Answer: customers=revenue=wages=employees
◍ How soon upon a customer's entrance into the store should an associate
