PRACTICE TEST - NRF CUSTOMER
SERVICE & SALES EXAM QUESTIONS
AND ANSWERS GRADED A+ 2025/2026
What is it called when a customer buys something they did not plan on buying until they saw it?
- ANS Impulse Buy
A store has a promotion where customers can get 10% off purchases. If a customer buys
merchandise costing $75.00, how much will they end up paying not including tax? -
ANS $67.50
A salesperson has completed online training on a new cell phone but cannot remember how
long it takes the phone to charge. What should the salesperson do? - ANS Go back to the
information in the online class.
A salesperson should apologize if the customer has been inconvenienced, something did not
arrive on time, or if an item did not work as advertised. - ANS True
What are open ended questions? - ANS Questions that do not have specific answers.
An agreement that the manufacturer will be responsible for any product defects and will repair
or replace the item in the event of a problem is an example of a guarantee. - ANS True
It is best to ask the customer how much they make and can afford to spend before showing
them a product. - ANS False
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, A customer has come into the store upset because an item he bought does not have any
instructions on how to assemble it. What should the salesperson do? - ANS Acknowledge the
customer's frustration and refer them to the manufacturer's website for a copy of the
instructions.
A customer should typically be acknowledged within a minute or less. - ANS True
An item has been altered incorrectly despite being fitted to the customer. What should the
salesperson do when the customer refuses to take the item as it is? - ANS Apologize, admit a
mistake was made, and let the customer know that the problem will be resolved for them.
When a customer has a question about something in a department that the salesperson is not
familiar with, should the salesperson locate a salesperson that works in that department and fill
them in on the customer's questions? - ANS True
Which is the best way to tell a customer about the features and benefits of an item?
1) Tell the customer to read the packaging to understand the product.
2) Share personal experiences with the product and tell them it is great.
3) Communicate the technical specifications of the product.
4) Explain how the features relate to the customer's needs. - ANS Explain how the features
relate to the customer's needs.
Once a customer has shown interest in a product, what should the salesperson do next? -
ANS Talk about the most important features and benefits.
What is the best way to inform a customer about a loyalty program? - ANS During the sales
presentation.
What is a POS? - ANS Point of sale cash register.
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
SERVICE & SALES EXAM QUESTIONS
AND ANSWERS GRADED A+ 2025/2026
What is it called when a customer buys something they did not plan on buying until they saw it?
- ANS Impulse Buy
A store has a promotion where customers can get 10% off purchases. If a customer buys
merchandise costing $75.00, how much will they end up paying not including tax? -
ANS $67.50
A salesperson has completed online training on a new cell phone but cannot remember how
long it takes the phone to charge. What should the salesperson do? - ANS Go back to the
information in the online class.
A salesperson should apologize if the customer has been inconvenienced, something did not
arrive on time, or if an item did not work as advertised. - ANS True
What are open ended questions? - ANS Questions that do not have specific answers.
An agreement that the manufacturer will be responsible for any product defects and will repair
or replace the item in the event of a problem is an example of a guarantee. - ANS True
It is best to ask the customer how much they make and can afford to spend before showing
them a product. - ANS False
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, A customer has come into the store upset because an item he bought does not have any
instructions on how to assemble it. What should the salesperson do? - ANS Acknowledge the
customer's frustration and refer them to the manufacturer's website for a copy of the
instructions.
A customer should typically be acknowledged within a minute or less. - ANS True
An item has been altered incorrectly despite being fitted to the customer. What should the
salesperson do when the customer refuses to take the item as it is? - ANS Apologize, admit a
mistake was made, and let the customer know that the problem will be resolved for them.
When a customer has a question about something in a department that the salesperson is not
familiar with, should the salesperson locate a salesperson that works in that department and fill
them in on the customer's questions? - ANS True
Which is the best way to tell a customer about the features and benefits of an item?
1) Tell the customer to read the packaging to understand the product.
2) Share personal experiences with the product and tell them it is great.
3) Communicate the technical specifications of the product.
4) Explain how the features relate to the customer's needs. - ANS Explain how the features
relate to the customer's needs.
Once a customer has shown interest in a product, what should the salesperson do next? -
ANS Talk about the most important features and benefits.
What is the best way to inform a customer about a loyalty program? - ANS During the sales
presentation.
What is a POS? - ANS Point of sale cash register.
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
