1 | Page
NRF Customer Service Exam Study
Guide ths Questions and Answers
Latest 2026
A good reason for creating an opening for discussion is
to: Ans: Get to know what the customer wants
Which is an appropriate reasons for following up with a
customer? Ans: You finally located an item the customer
asked for a while back
T/F: Customer follow-up is always a good idea, no matter
what the situation. Ans: False
How would you handle a situation where a customer
wants a brand that you don't carry? Ans: 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: Ans: How she would like the situation
solved
Showing respect for a customer's business card means
you should: Ans: Make some comment to indicate you
have read it
T/F: 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. Ans: True
© 2025 All rights reserved
, 2 | Page
T/F: You should keep your client records up-to-date and
notify customers of merchandise you know is of interest
to them. Ans: True
When acting as a personal shopper, you should: Ans:
Select only items that fit her interest
To keep the lines of communication open, the best
question to ask: Ans: Begin with who, what, where, when,
how, or why
T/F: You should record basic information that allows you
to stay in touch with customers & specific information
that reminds you of their purchases and preferences.
Ans: 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: Ans: Greet the customer
and make him feel welcome
T/F: Most customers respond favorably to the hard sell
technique because it shows them your belief in the
product. Ans: False
What is a good reason to ask customers for their
business cards? Ans: 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: Ans: Shows a
professionalism that builds customer loyalty
© 2025 All rights reserved
NRF Customer Service Exam Study
Guide ths Questions and Answers
Latest 2026
A good reason for creating an opening for discussion is
to: Ans: Get to know what the customer wants
Which is an appropriate reasons for following up with a
customer? Ans: You finally located an item the customer
asked for a while back
T/F: Customer follow-up is always a good idea, no matter
what the situation. Ans: False
How would you handle a situation where a customer
wants a brand that you don't carry? Ans: 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: Ans: How she would like the situation
solved
Showing respect for a customer's business card means
you should: Ans: Make some comment to indicate you
have read it
T/F: 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. Ans: True
© 2025 All rights reserved
, 2 | Page
T/F: You should keep your client records up-to-date and
notify customers of merchandise you know is of interest
to them. Ans: True
When acting as a personal shopper, you should: Ans:
Select only items that fit her interest
To keep the lines of communication open, the best
question to ask: Ans: Begin with who, what, where, when,
how, or why
T/F: You should record basic information that allows you
to stay in touch with customers & specific information
that reminds you of their purchases and preferences.
Ans: 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: Ans: Greet the customer
and make him feel welcome
T/F: Most customers respond favorably to the hard sell
technique because it shows them your belief in the
product. Ans: False
What is a good reason to ask customers for their
business cards? Ans: 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: Ans: Shows a
professionalism that builds customer loyalty
© 2025 All rights reserved
