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NRF Customer Service Rise Up Exam & Practice
Exam Questions and Answers Practice Questions
with Solutions Newest 2026-2027 | Already
Graded A+
When using the T.H.A.N.K.S. method, "K" stands for:
• "Keep asking what the customer wants, even when the solution
is obvious to you"
• "Know when to give in to the customer's demands"
• "Know a solution if the customer does not suggest one"
• "Keep the customer from asking for a refund" - ANSWER-
"Know a solution if the customer does not suggest one"
If your store does not offer the particular product of service the
customer is looking for, your first option should always be to:
• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
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• Immediately refer him to a competitor - ANSWER-Suggest
alternatives that your store does carry
When working with customers with disabilities be sure to take
your time, be patient, and:
• When you can, make decisions for the customer
• Let the customer help you understand his needs
• Speak loudly, using a lot of hand gestures - ANSWER-Let the
customer help you understand his needs
Two of the basics needed to ensure that a customer has a
pleasant experience when he comes to your store are:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping
customers
• Free coffee and doughnuts, and a clean restroom - ANSWER-•
An enjoyable atmosphere and super service
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When using the T.H.A.N.K.S. method, "T" stands for "Thank
the customer for bringing the problem to your attention." True or
False - ANSWER-True
If an appliance or computer is being shipped, you might call the
customer to be certain it was delivered on time and in good
condition and:
• If the customer really liked the deal you gave im
• If the customer has any friends that might like the item
• That the delivery people were courteous and careful -
ANSWER-That the delivery people were courteous and careful
In preparing a resource list for your customers, you should
consider including:
• Local companies that have complementary services to the
products you sell
• Phone numbers that customers have requested in the past, such
as a taxi service
• Information about companies you recommend, such as repair
shops
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• All of the above - ANSWER-All of the above
Turn your phone interaction into a loyal customer by:
• Letting the customer know about sales events
• Mentioning services he may not be aware of
• Offering to ship items directly to the customer
• All of the above - ANSWER-All of the above
You should go out of your way to make customers with
disabilities feel like they don't have to do anything. True or False
- ANSWER-False
When customers return merchandise, you should:
• Treat them with the same respect you would if they were
making a purchase
• Not worry about how you treat them, because you don't want
them to come back again
• Make sure they have a good reason for doing so - ANSWER-
Treat them with the same respect you would if they were making
a purchase
NRF Customer Service Rise Up Exam & Practice
Exam Questions and Answers Practice Questions
with Solutions Newest 2026-2027 | Already
Graded A+
When using the T.H.A.N.K.S. method, "K" stands for:
• "Keep asking what the customer wants, even when the solution
is obvious to you"
• "Know when to give in to the customer's demands"
• "Know a solution if the customer does not suggest one"
• "Keep the customer from asking for a refund" - ANSWER-
"Know a solution if the customer does not suggest one"
If your store does not offer the particular product of service the
customer is looking for, your first option should always be to:
• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
,2|Page
• Immediately refer him to a competitor - ANSWER-Suggest
alternatives that your store does carry
When working with customers with disabilities be sure to take
your time, be patient, and:
• When you can, make decisions for the customer
• Let the customer help you understand his needs
• Speak loudly, using a lot of hand gestures - ANSWER-Let the
customer help you understand his needs
Two of the basics needed to ensure that a customer has a
pleasant experience when he comes to your store are:
• An enjoyable atmosphere and super service
• Sales associates who look snazzy and take turns helping
customers
• Free coffee and doughnuts, and a clean restroom - ANSWER-•
An enjoyable atmosphere and super service
,3|Page
When using the T.H.A.N.K.S. method, "T" stands for "Thank
the customer for bringing the problem to your attention." True or
False - ANSWER-True
If an appliance or computer is being shipped, you might call the
customer to be certain it was delivered on time and in good
condition and:
• If the customer really liked the deal you gave im
• If the customer has any friends that might like the item
• That the delivery people were courteous and careful -
ANSWER-That the delivery people were courteous and careful
In preparing a resource list for your customers, you should
consider including:
• Local companies that have complementary services to the
products you sell
• Phone numbers that customers have requested in the past, such
as a taxi service
• Information about companies you recommend, such as repair
shops
, 4|Page
• All of the above - ANSWER-All of the above
Turn your phone interaction into a loyal customer by:
• Letting the customer know about sales events
• Mentioning services he may not be aware of
• Offering to ship items directly to the customer
• All of the above - ANSWER-All of the above
You should go out of your way to make customers with
disabilities feel like they don't have to do anything. True or False
- ANSWER-False
When customers return merchandise, you should:
• Treat them with the same respect you would if they were
making a purchase
• Not worry about how you treat them, because you don't want
them to come back again
• Make sure they have a good reason for doing so - ANSWER-
Treat them with the same respect you would if they were making
a purchase
