NRF Customer Service Study Guide part 2 ACTUAL UPDATED QUESTIONS AND
CORRECT ANSWERS
Keeping records about customer preferences: • Can help you provide more personalized service to returning customers
• Can help you provide more personalized service to
returning customers
• Will make customers suspicious of your ability to
remember details
• Requires an expensive computer system
Referring a customer to a competitor will likely result in: None of the above
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above
Which of the following steps will help you keep Calling customers back in a timely manner
commitments to customers?
• Promising customers you will find the items they request
• Calling customers back only when you can find the
requested item or information
• Immediately stopping whatever you're doing to take
care of phone customer requests
• Calling customers back in a timely manner
, Three ways to create a positive impression of you an the Indicating that based on your professional product knowledge, you feel his
store include: Complimenting the customer's taste; purchases are worthwhile
assuring the customer that he is the expert; and:
• Stating that the products in your store are far better
than those in other stores
• Suggesting that he buy "top of the line" products
• Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
If your company does not have a manual that describes Create your own by making copies of the various product warranties and related
all the major product warranties, you should: information
• Decide on a general, neutral comment you can make if
customers ask you about a warranty
• Avoid talking about warranties with your customers
• Create your own by making copies of the various
product warranties and related information
A new customer comes into your department, but you Acknowledge the new customer's presence with eye contact and/or a brief
are helping another customer. You should: comment that you'll be right with him
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have
completed your current sale
• Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right with
him
• Help the customer who looks like he will spend the
most money
Projecting a professional and friendly image includes: Behaving in an alert and courteous manner
• Behaving in an alert and courteous manner
• Dressing in expensive, professional looking clothing
• Standing behind your cash register and waiting for the
customer to come to you
• Shaking the hand of each customer
You should acknowledge customers with disabilities by True
making eye contact, smiling, and extending a greeting.
True or False
CORRECT ANSWERS
Keeping records about customer preferences: • Can help you provide more personalized service to returning customers
• Can help you provide more personalized service to
returning customers
• Will make customers suspicious of your ability to
remember details
• Requires an expensive computer system
Referring a customer to a competitor will likely result in: None of the above
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above
Which of the following steps will help you keep Calling customers back in a timely manner
commitments to customers?
• Promising customers you will find the items they request
• Calling customers back only when you can find the
requested item or information
• Immediately stopping whatever you're doing to take
care of phone customer requests
• Calling customers back in a timely manner
, Three ways to create a positive impression of you an the Indicating that based on your professional product knowledge, you feel his
store include: Complimenting the customer's taste; purchases are worthwhile
assuring the customer that he is the expert; and:
• Stating that the products in your store are far better
than those in other stores
• Suggesting that he buy "top of the line" products
• Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
If your company does not have a manual that describes Create your own by making copies of the various product warranties and related
all the major product warranties, you should: information
• Decide on a general, neutral comment you can make if
customers ask you about a warranty
• Avoid talking about warranties with your customers
• Create your own by making copies of the various
product warranties and related information
A new customer comes into your department, but you Acknowledge the new customer's presence with eye contact and/or a brief
are helping another customer. You should: comment that you'll be right with him
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have
completed your current sale
• Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right with
him
• Help the customer who looks like he will spend the
most money
Projecting a professional and friendly image includes: Behaving in an alert and courteous manner
• Behaving in an alert and courteous manner
• Dressing in expensive, professional looking clothing
• Standing behind your cash register and waiting for the
customer to come to you
• Shaking the hand of each customer
You should acknowledge customers with disabilities by True
making eye contact, smiling, and extending a greeting.
True or False
