H
NRF RISE UP CUSTOMER SERVICE
EXAM STUDY GUIDE WITH ALL
ANSWER CHOICES
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants - Get to know what the customer wants
Which of the following are appropriate reasons for 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 - You finally located an item the customer asked for a while back
Customer follow-up is always a good idea, no matter what the situation
True or False - False
How would you handle a situation where a customer 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 - Get permission from
him to show the items you do have that meet his needs
When the customer presents you with a problem, you 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 - How she would like the situation solved
Showing respect for a customer's business card means 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 - Make some comment to indicate you have read it
If you don't have a warranty manual available or are unsure about a warranty answer, a resource to
consider is co-workers or your supervisor.
True or false - True
You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.
True or False - True
When acting as a personal shopper, you should:
• 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 - Select only items that fit her interest
To keep the lines of communication open, the best 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 - Begin with who, what, where, when, how, or why
You should record basic information that allows you to stay in touch with customers and specific
information that reminds you of their purchases and preferences.
True or False - True
It is important to build a relationship with your customer. 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 - Greet the customer and make him feel welcome
Most customers respond favorably to the hard sell technique because it shows them your belief in the
product. True or False - False
Which of the following are good reasons to ask customers for their business cards?
• 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 - When customers
show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services you sell:
• Shows a professionalism that builds customer loyalty
• Encourages customers to return items more frequently
• Limits the profit on some items - Shows a professionalism that builds customer loyalty
When giving service to a person with developmental disabilities, it may be helpful to explain complex
tasks one step at a time. True or False - True
You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience.
True or False - True
Keeping records of customer complaints and the methods used to resolve them will help you resolve
similar situations in the future. True or False - True
If a customer walks directly to an item, this may indicate that he:
• Knows what he wants and would probably appreciate quick, efficient service
• Just wants to look at the item and has no interest in buying - Knows what he wants and would
probably appreciate quick, efficient service
NRF RISE UP CUSTOMER SERVICE
EXAM STUDY GUIDE WITH ALL
ANSWER CHOICES
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants - Get to know what the customer wants
Which of the following are appropriate reasons for 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 - You finally located an item the customer asked for a while back
Customer follow-up is always a good idea, no matter what the situation
True or False - False
How would you handle a situation where a customer 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 - Get permission from
him to show the items you do have that meet his needs
When the customer presents you with a problem, you 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 - How she would like the situation solved
Showing respect for a customer's business card means 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 - Make some comment to indicate you have read it
If you don't have a warranty manual available or are unsure about a warranty answer, a resource to
consider is co-workers or your supervisor.
True or false - True
You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.
True or False - True
When acting as a personal shopper, you should:
• 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 - Select only items that fit her interest
To keep the lines of communication open, the best 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 - Begin with who, what, where, when, how, or why
You should record basic information that allows you to stay in touch with customers and specific
information that reminds you of their purchases and preferences.
True or False - True
It is important to build a relationship with your customer. 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 - Greet the customer and make him feel welcome
Most customers respond favorably to the hard sell technique because it shows them your belief in the
product. True or False - False
Which of the following are good reasons to ask customers for their business cards?
• 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 - When customers
show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services you sell:
• Shows a professionalism that builds customer loyalty
• Encourages customers to return items more frequently
• Limits the profit on some items - Shows a professionalism that builds customer loyalty
When giving service to a person with developmental disabilities, it may be helpful to explain complex
tasks one step at a time. True or False - True
You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience.
True or False - True
Keeping records of customer complaints and the methods used to resolve them will help you resolve
similar situations in the future. True or False - True
If a customer walks directly to an item, this may indicate that he:
• Knows what he wants and would probably appreciate quick, efficient service
• Just wants to look at the item and has no interest in buying - Knows what he wants and would
probably appreciate quick, efficient service
