Page 1 of 54
NRF CUSTOMER SERVICE Final Exam ALL
150 QUESTIONS AND CORRECT ANSWERS
LATEST UPDATE THIS YEAR
QUESTION: 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 - ANSWER-Make some comment to indicate you have read it
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
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QUESTION: 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 - ANSWER-Select only items that fit her interest
QUESTION: 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 - ANSWER-Begin with who, what, where,
when, how, or why
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QUESTION: 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 - ANSWER-True
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:
• 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 - ANSWER-Greet the customer and make him
feel welcome
QUESTION: Most customers respond favorably to the hard sell technique because it shows
them your belief in the product. True or False - ANSWER-False
QUESTION: Which of the following are good reasons to ask customers for their business cards?
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• 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 -
ANSWER-When customers show interest in an upcoming event and you offer to remind them
QUESTION: 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 - ANSWER-Shows a professionalism that builds customer
loyalty
4
NRF CUSTOMER SERVICE Final Exam ALL
150 QUESTIONS AND CORRECT ANSWERS
LATEST UPDATE THIS YEAR
QUESTION: 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 - ANSWER-Make some comment to indicate you have read it
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
1
, Page 2 of 54
QUESTION: 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 - ANSWER-Select only items that fit her interest
QUESTION: 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 - ANSWER-Begin with who, what, where,
when, how, or why
2
, Page 3 of 54
QUESTION: 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 - ANSWER-True
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:
• 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 - ANSWER-Greet the customer and make him
feel welcome
QUESTION: Most customers respond favorably to the hard sell technique because it shows
them your belief in the product. True or False - ANSWER-False
QUESTION: Which of the following are good reasons to ask customers for their business cards?
3
, Page 4 of 54
• 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 -
ANSWER-When customers show interest in an upcoming event and you offer to remind them
QUESTION: 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 - ANSWER-Shows a professionalism that builds customer
loyalty
4
