NRF Customer Service & Sales Exam with all Correct & 100%
Verified Answers |Latest Version |Already Graded A+
Retailing ✔Correct Answer-the method by which consumers acquire products and services
retailer ✔Correct Answer-Receives, stores, displays, and presents the products to Customers.
Which of the 6 types of customers are you most like? Explain how this type this type of
customer shops. ✔Correct Answer-1. innovative customer - trendsetter.
2. comparison shopper - wants the best deal.
3. impulse buyer- quick purchase decisions.
4. follower-waits to see latest trends.
5. diverse shopper - hard to predict.
6. recreational shopper - shops for fun.
explain the impact of retail on our economy/jobs in this country. Give an example of jobs that
involve customer service. ✔Correct Answer-retail drives virtually every facet of our economy
and supports millions of jobs. The industry supports at least one in every 5 jobs in all 50 states.
Explain what is meant by the saying "customer service in not a department. It's an attitude."
✔Correct Answer-Customer service is the result of learning and applying a combination of skills
that include planning, problem solving, decision making, critical thinking, professionalism,
respect and more. when customers become raving fans, they become part of your sales forces,
they will tell family, friends about your products and services.
What is the best way for customers to learn about a product? Why is this important to people
working in retail? ✔Correct Answer-Testing out a product is the best way to learn about
products. It's much more difficult to recommend a product if you've never seen or use it.
what are some ways to stay current on a products and services? ✔Correct Answer-Sales
associates who can compare an differentiate their own merchandise from that of their
competitors have a greater advantage in creating and keeping loyal customers
When consumers receive poor service they tell an average of how many people about it?
✔Correct Answer-10 people
When service is poor what percentage of customers refuse to go back to a store ✔Correct
Answer-91%
Give 5 tips of being a good active listener when dealing with customers. ✔Correct Answer-
Listen to what they have to say and how they say it. listen for the message behind the words.
Read between the lines, watch body language, let the customer speak freely, avoid overthinking
, what the customer would say, focus on the right now. show that you understood by restating
and summarizing. be certain of what the customer is asking for before you act. 1. focus entirely
on the customer! 2. listen completely! 3. listen for what is not being said! 4. remain objective!
do not judge!
Give 3 examples of what not to say to or ask a customer. And explain why you should not say
those things. ✔Correct Answer-1. How much you do want to spend? 2. do you want a _____
or a _____? (close ended) 3. why do you want a ____? (judging) Also be sensitive when asking
about clothing sizes. (especially women) The right question is May I help you?
How quickly should you acknowledge a new customer in the store? time wise ✔Correct
Answer-you should acknowledge them with in the first 10 seconds
What could happen if you don't acknowledge a new customer quickly enough? ✔Correct
Answer-they can walk out the store and you will lose a sale. if you do not greet the customer
within the first 30 seconds, they will feel like they've been waiting 3 to 4 minutes
Give 5 general tips on what you can do to create a good first impression on a new customer.
How to communicate effectively with them. ✔Correct Answer-Dress professionally, Act alert
and courteous, be sincere and interested, smile with your eyes and mouth, don't ask closed
ended questions, and make only appropriate comments. Be reassuring, don't push, its what you
say and how you say it. Don't push humor to far. Offer friend a chair to sit. offer kids a toy. Don't
interfere
Give 3 examples of open ended questions you may ask a customer to better suit their needs
✔Correct Answer-How may I help you? What brings you in the store today? what are some
brands you've used in the past? what are some of your favorite styles?
Give 2 do's and don'ts for effective customer service over the phone. ✔Correct Answer-
Excuse yourself to answer the phone tell them you'll be right back, answering the phone politely
and professionally quickly before the 3 ring, Identify yourself and department, don't be rude
speak clearly, Putting a customer on hold, don't say please hold, wait of the customer to
response, if on hold to long ask to call them back, if calling them back do it in a timely manner,
get phone number and name, make sure you have what you said you have. Telephone customer
have specific needs.
What does thanks stand for and how can it help you dealing with customer complaints?
✔Correct Answer-T - thank them for bring the problem to your attention.
H - hear the problem - listen carefully.
A - apologize for the inconvenience.
N - need more info. Ask!
K - know the solution and propose it.
S - Solve the problem or someone who can.
avoid the problem especially if it a reoccurring issue.
Verified Answers |Latest Version |Already Graded A+
Retailing ✔Correct Answer-the method by which consumers acquire products and services
retailer ✔Correct Answer-Receives, stores, displays, and presents the products to Customers.
Which of the 6 types of customers are you most like? Explain how this type this type of
customer shops. ✔Correct Answer-1. innovative customer - trendsetter.
2. comparison shopper - wants the best deal.
3. impulse buyer- quick purchase decisions.
4. follower-waits to see latest trends.
5. diverse shopper - hard to predict.
6. recreational shopper - shops for fun.
explain the impact of retail on our economy/jobs in this country. Give an example of jobs that
involve customer service. ✔Correct Answer-retail drives virtually every facet of our economy
and supports millions of jobs. The industry supports at least one in every 5 jobs in all 50 states.
Explain what is meant by the saying "customer service in not a department. It's an attitude."
✔Correct Answer-Customer service is the result of learning and applying a combination of skills
that include planning, problem solving, decision making, critical thinking, professionalism,
respect and more. when customers become raving fans, they become part of your sales forces,
they will tell family, friends about your products and services.
What is the best way for customers to learn about a product? Why is this important to people
working in retail? ✔Correct Answer-Testing out a product is the best way to learn about
products. It's much more difficult to recommend a product if you've never seen or use it.
what are some ways to stay current on a products and services? ✔Correct Answer-Sales
associates who can compare an differentiate their own merchandise from that of their
competitors have a greater advantage in creating and keeping loyal customers
When consumers receive poor service they tell an average of how many people about it?
✔Correct Answer-10 people
When service is poor what percentage of customers refuse to go back to a store ✔Correct
Answer-91%
Give 5 tips of being a good active listener when dealing with customers. ✔Correct Answer-
Listen to what they have to say and how they say it. listen for the message behind the words.
Read between the lines, watch body language, let the customer speak freely, avoid overthinking
, what the customer would say, focus on the right now. show that you understood by restating
and summarizing. be certain of what the customer is asking for before you act. 1. focus entirely
on the customer! 2. listen completely! 3. listen for what is not being said! 4. remain objective!
do not judge!
Give 3 examples of what not to say to or ask a customer. And explain why you should not say
those things. ✔Correct Answer-1. How much you do want to spend? 2. do you want a _____
or a _____? (close ended) 3. why do you want a ____? (judging) Also be sensitive when asking
about clothing sizes. (especially women) The right question is May I help you?
How quickly should you acknowledge a new customer in the store? time wise ✔Correct
Answer-you should acknowledge them with in the first 10 seconds
What could happen if you don't acknowledge a new customer quickly enough? ✔Correct
Answer-they can walk out the store and you will lose a sale. if you do not greet the customer
within the first 30 seconds, they will feel like they've been waiting 3 to 4 minutes
Give 5 general tips on what you can do to create a good first impression on a new customer.
How to communicate effectively with them. ✔Correct Answer-Dress professionally, Act alert
and courteous, be sincere and interested, smile with your eyes and mouth, don't ask closed
ended questions, and make only appropriate comments. Be reassuring, don't push, its what you
say and how you say it. Don't push humor to far. Offer friend a chair to sit. offer kids a toy. Don't
interfere
Give 3 examples of open ended questions you may ask a customer to better suit their needs
✔Correct Answer-How may I help you? What brings you in the store today? what are some
brands you've used in the past? what are some of your favorite styles?
Give 2 do's and don'ts for effective customer service over the phone. ✔Correct Answer-
Excuse yourself to answer the phone tell them you'll be right back, answering the phone politely
and professionally quickly before the 3 ring, Identify yourself and department, don't be rude
speak clearly, Putting a customer on hold, don't say please hold, wait of the customer to
response, if on hold to long ask to call them back, if calling them back do it in a timely manner,
get phone number and name, make sure you have what you said you have. Telephone customer
have specific needs.
What does thanks stand for and how can it help you dealing with customer complaints?
✔Correct Answer-T - thank them for bring the problem to your attention.
H - hear the problem - listen carefully.
A - apologize for the inconvenience.
N - need more info. Ask!
K - know the solution and propose it.
S - Solve the problem or someone who can.
avoid the problem especially if it a reoccurring issue.
