Page 1 of 96
NRF CUSTOMER SERVICE Exam (2 VERSIONS)
ALL 250 QUESTIONS AND CORRECT ANSWERS
LATEST UPDATE THIS YEAR
QUESTION: If your company does not supply business cards, you should:
• a) Tell the customer that the company is too cheap to give you business cards
• b) Tell customers that they can find the store number in the phone directory
• c) Check to make sure creating your own will not violate company policy
• d) Tell customers your name and phone number and offer them a pen to write it down -
ANSWER-c) Check to make sure creating your own will not violate company policy
QUESTION: When helping a customer, the sales associate should:
• a) Choose a wide selection of items from which the customer can choose
• b) Ignore the customer's bad taste and choose the items that you think she should wear
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• c) Select only items that fit her interest - ANSWER-c) Select only items that fit her interest
QUESTION: In addition to explaining features and benefits of a product, what should a sales
associate suggest to customers?
• a) Purchase products that for now will help them but in the future save more money to buy
more quality products
• b) Purchase products that will help the customer enjoy the experience of having a new item
(add-on)
• c) Purchase accessories weeks later so that they know they like the product - ANSWER-b)
Purchase products that will help the customer enjoy the experience of having a new item (add-
on)
QUESTION: What portion of the general population may have disabilities which are not obvious
and may be difficult to perceive?
• a) One-third
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• b) Two-thirds
• c) One-fourth - ANSWER-b) Two-thirds
QUESTION: It is important to build a relationship with your customer. In the first few seconds
after you notice the customer's arrival, you should:
• a) Find your sales book and get it ready for your next sale
• b) Make sure your clothes are neat and you look professional
• c) Tidy up the product display before showing it to the customer
• d) Greet the customer and make him feel welcome - ANSWER-Greet the customer and make
him feel welcome
QUESTION: Customer follow-up is always a good idea, no matter what the situation.
True or False - ANSWER-False
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QUESTION: 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 - ANSWER-True
QUESTION: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False - ANSWER-True
QUESTION: A customer who likes the top of the line products and is always looking for new
releases is known as the trendy customer.
True or False - ANSWER-True
QUESTION: When giving service to a person with developmental disabilities, it may be helpful
to explain complex tasks one step at a time.
4
NRF CUSTOMER SERVICE Exam (2 VERSIONS)
ALL 250 QUESTIONS AND CORRECT ANSWERS
LATEST UPDATE THIS YEAR
QUESTION: If your company does not supply business cards, you should:
• a) Tell the customer that the company is too cheap to give you business cards
• b) Tell customers that they can find the store number in the phone directory
• c) Check to make sure creating your own will not violate company policy
• d) Tell customers your name and phone number and offer them a pen to write it down -
ANSWER-c) Check to make sure creating your own will not violate company policy
QUESTION: When helping a customer, the sales associate should:
• a) Choose a wide selection of items from which the customer can choose
• b) Ignore the customer's bad taste and choose the items that you think she should wear
1
, Page 2 of 96
• c) Select only items that fit her interest - ANSWER-c) Select only items that fit her interest
QUESTION: In addition to explaining features and benefits of a product, what should a sales
associate suggest to customers?
• a) Purchase products that for now will help them but in the future save more money to buy
more quality products
• b) Purchase products that will help the customer enjoy the experience of having a new item
(add-on)
• c) Purchase accessories weeks later so that they know they like the product - ANSWER-b)
Purchase products that will help the customer enjoy the experience of having a new item (add-
on)
QUESTION: What portion of the general population may have disabilities which are not obvious
and may be difficult to perceive?
• a) One-third
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, Page 3 of 96
• b) Two-thirds
• c) One-fourth - ANSWER-b) Two-thirds
QUESTION: It is important to build a relationship with your customer. In the first few seconds
after you notice the customer's arrival, you should:
• a) Find your sales book and get it ready for your next sale
• b) Make sure your clothes are neat and you look professional
• c) Tidy up the product display before showing it to the customer
• d) Greet the customer and make him feel welcome - ANSWER-Greet the customer and make
him feel welcome
QUESTION: Customer follow-up is always a good idea, no matter what the situation.
True or False - ANSWER-False
3
, Page 4 of 96
QUESTION: 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 - ANSWER-True
QUESTION: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False - ANSWER-True
QUESTION: A customer who likes the top of the line products and is always looking for new
releases is known as the trendy customer.
True or False - ANSWER-True
QUESTION: When giving service to a person with developmental disabilities, it may be helpful
to explain complex tasks one step at a time.
4
