NRF CUSTOMER SERVICE EXAM SCRIPT
VERIFIED QUESTIONS WITH ACCURATE
ANSWERS
●● Add-on services
Answer: Available services for specific product purchases that customers
can opt for (e.g., payment options, product modifications, or other ways
that customers can protect their purchases).
●● Alterations
Answer: Modifications to products that help them best meet the needs of
customers (e.g., the tailoring of clothing items or installing additional
memory in a laptop).
●● Analytical communication style
Answer: A communication style refers to the way a person interacts with
others. Someone who has an analytical communication style typically
wants the important data, facts and logic.
●● At-will employment
Answer: Employment subject to termination by an employer at any time
for any reason, except for an illegal reason such as discrimination. An
employee is also free to leave a job at any time, for any reason.
,●● Body language cues
Answer: Conscious or unconscious gestures and movements that express
intentions. These are a key form of nonverbal communication.
●● Brand promise
Answer: An extension of the company brand that reflects the benefit of
doing business with them—for example, providing quality customer
service.
●● Breakaway statements
Answer: Phrases used to smooth the transition between one customer
and the next one (e.g., "Would it be OK if I grab a few items for another
customer?").
●● Buying
Answer: The branch of retail in charge of selecting and purchasing
merchandise.
●● Clientele
Answer: The collective group of customers that are served by a specific
retailer, when considered in total.
●● Closed-ended questions
, Answer: Questions that aim to get you a short or yes/no answer. These
are useful to limit the scope of a conversation, to confirm a specific
response, or to close the sale. Closed- ended questions often begin with
words such as: will, can, may, are and do.
●● Company brand
Answer: The overall impression gathered from information that is seen,
heard and experienced by customers who encounter a business, its
products and its services.
●● Company culture
Answer: The unique way that an organization's employees interact with
each other and with customers. The culture defines the personality of a
company, and typically includes a variety of elements, such as work
environment, company mission, value, ethics, expectations and goals. A
company's culture can provide additional expectations for employees to
deliver on the company's brand promises.
●● Company website
Answer: A website that represents a retailer on the Internet. Retailer
websites typically provide customers with a way to browse and purchase
products and services that the company offers along with information
about store locations and hours, career opportunities and general
information about the company.
●● Comparison shopper
VERIFIED QUESTIONS WITH ACCURATE
ANSWERS
●● Add-on services
Answer: Available services for specific product purchases that customers
can opt for (e.g., payment options, product modifications, or other ways
that customers can protect their purchases).
●● Alterations
Answer: Modifications to products that help them best meet the needs of
customers (e.g., the tailoring of clothing items or installing additional
memory in a laptop).
●● Analytical communication style
Answer: A communication style refers to the way a person interacts with
others. Someone who has an analytical communication style typically
wants the important data, facts and logic.
●● At-will employment
Answer: Employment subject to termination by an employer at any time
for any reason, except for an illegal reason such as discrimination. An
employee is also free to leave a job at any time, for any reason.
,●● Body language cues
Answer: Conscious or unconscious gestures and movements that express
intentions. These are a key form of nonverbal communication.
●● Brand promise
Answer: An extension of the company brand that reflects the benefit of
doing business with them—for example, providing quality customer
service.
●● Breakaway statements
Answer: Phrases used to smooth the transition between one customer
and the next one (e.g., "Would it be OK if I grab a few items for another
customer?").
●● Buying
Answer: The branch of retail in charge of selecting and purchasing
merchandise.
●● Clientele
Answer: The collective group of customers that are served by a specific
retailer, when considered in total.
●● Closed-ended questions
, Answer: Questions that aim to get you a short or yes/no answer. These
are useful to limit the scope of a conversation, to confirm a specific
response, or to close the sale. Closed- ended questions often begin with
words such as: will, can, may, are and do.
●● Company brand
Answer: The overall impression gathered from information that is seen,
heard and experienced by customers who encounter a business, its
products and its services.
●● Company culture
Answer: The unique way that an organization's employees interact with
each other and with customers. The culture defines the personality of a
company, and typically includes a variety of elements, such as work
environment, company mission, value, ethics, expectations and goals. A
company's culture can provide additional expectations for employees to
deliver on the company's brand promises.
●● Company website
Answer: A website that represents a retailer on the Internet. Retailer
websites typically provide customers with a way to browse and purchase
products and services that the company offers along with information
about store locations and hours, career opportunities and general
information about the company.
●● Comparison shopper
