1 | Page
NRF Chapter 2 study guide Questions
and Answers Latest 2026
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
A new customer comes into your department, but you are
helping another customer. You should: Ans:
Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right with
him
Projecting a professional and friendly image includes:
Ans: Behaving in an alert and courteous manner
A good reason for creating an opening for discussion is
to: Ans: Get to know what the customer wants
The best way to talk to a new customer is to: Ans: Match
what you say and your tone of voice to her personality
If the customer isn't shopping alone, you can include the
rest of the party by: Ans: Showing some kind of service
to others in the party, such as offering a chair, a cup of
coffee, and so on
© 2025 All rights reserved
, 2 | Page
If a customer walks directly to an item, this may indicate
that he: Ans: Knows what he wants and would probably
appreciate quick, efficient service
Your ultimate goal as a sales associate is to: Ans: Satisfy
the customer
You can best determine the customer's needs by
gathering information through careful observation and
by: Ans: Asking the customer thoughtful questions
To keep the lines of communication open, the best
questions to ask: Ans: Begin with who, what, where,
when, how, or why
Which of the following are examples of open-ended
questions? Ans: What features are important to you?
When fitting the products to the customer, you should:
Ans: Ask questions that will help her define the right fit
Which of the following phrases might be appropriate
when discussing clothing size with your customer? Ans:
Have you worn this brand before? What size was most
comfortable for you?
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
If your store does not offer the particular product of
service the customer is looking for, your first option
© 2025 All rights reserved
NRF Chapter 2 study guide Questions
and Answers Latest 2026
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
A new customer comes into your department, but you are
helping another customer. You should: Ans:
Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right with
him
Projecting a professional and friendly image includes:
Ans: Behaving in an alert and courteous manner
A good reason for creating an opening for discussion is
to: Ans: Get to know what the customer wants
The best way to talk to a new customer is to: Ans: Match
what you say and your tone of voice to her personality
If the customer isn't shopping alone, you can include the
rest of the party by: Ans: Showing some kind of service
to others in the party, such as offering a chair, a cup of
coffee, and so on
© 2025 All rights reserved
, 2 | Page
If a customer walks directly to an item, this may indicate
that he: Ans: Knows what he wants and would probably
appreciate quick, efficient service
Your ultimate goal as a sales associate is to: Ans: Satisfy
the customer
You can best determine the customer's needs by
gathering information through careful observation and
by: Ans: Asking the customer thoughtful questions
To keep the lines of communication open, the best
questions to ask: Ans: Begin with who, what, where,
when, how, or why
Which of the following are examples of open-ended
questions? Ans: What features are important to you?
When fitting the products to the customer, you should:
Ans: Ask questions that will help her define the right fit
Which of the following phrases might be appropriate
when discussing clothing size with your customer? Ans:
Have you worn this brand before? What size was most
comfortable for you?
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
If your store does not offer the particular product of
service the customer is looking for, your first option
© 2025 All rights reserved
