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NRF Customer Service and Sales -
Chapter 4 Performing Your Best
Questions and Answers Latest 2026
Body language cues Ans: conscious or unconscious
gestures and movements that express feelings or
intentions.
Eight Primary Elements of Body Language Ans: face,
eyes, posture, gestures, voice, movement, touch,
appearance
Service Recovery Ans: an action the retailer provides to
address a service failure.
The Four-step Service Recovery Process Ans: 1. Keep
your composure, 2. Apologize and thank the customer, 3.
Listen carefully and investigate the situation, 4. Propose
solution options
8% Ans: Amount of retail sales resulting in a return or
exchange.
clientele Ans: The collective group of customers that are
served by that retailer.
referral Ans: the term for when a person recommends a
store or salesperson based on their positive experiences.
© 2025 All rights reserved
NRF Customer Service and Sales -
Chapter 4 Performing Your Best
Questions and Answers Latest 2026
Body language cues Ans: conscious or unconscious
gestures and movements that express feelings or
intentions.
Eight Primary Elements of Body Language Ans: face,
eyes, posture, gestures, voice, movement, touch,
appearance
Service Recovery Ans: an action the retailer provides to
address a service failure.
The Four-step Service Recovery Process Ans: 1. Keep
your composure, 2. Apologize and thank the customer, 3.
Listen carefully and investigate the situation, 4. Propose
solution options
8% Ans: Amount of retail sales resulting in a return or
exchange.
clientele Ans: The collective group of customers that are
served by that retailer.
referral Ans: the term for when a person recommends a
store or salesperson based on their positive experiences.
© 2025 All rights reserved
