NRF CUSTOMER SERVICE – NEW | COMPLETE STUDY GUIDE, PRACTICE QUESTIONS &
ANSWERS 2026/2027
Horizon electronics is launching a new ali-in-one product. The product can be used to play
music, watch movies, check email, and make phone calls. Because there are so many features,
you know there will be many questions. Your company is advertising a sale on the product,
hoping that customers will buy it from your store rather th~ online or at a competitor's store.
How should you prepare for the large amount of clients asking about this product? - ANS
✔✔Test the item on display making sure you can explain how to use each feature.
You are ringing up a customer's order when the customer notices that the price on one of the
products rings up incorrectly. The customer states that there was a sale sign in front of the
product. You check and find that there is an old, expired sale sign in front of the product. Which
of the following is the MOST appropriate course of action? - ANS ✔✔Remove the sale sign,
apologize to the customer, and allow her to purchase the item at the sale price.
Which answer BEST describes when a sales associate knows all of the information needed to
successfully sell a product in the store? - ANS ✔✔The sales associate can confidently and
intelligently answer all of the customer's questions about a product and solve routine problems
with the product
A sales associate in a garden center is ringing up a customer who is buying several house plants.
How can a sales associate BEST inform the customer about related products? - ANS ✔✔Ask the
customer questions that prompt him to think of items he may need
Which reason BEST explains why a sales associate should gain hands-on knowledge of a store's
products? - ANS ✔✔It is the best way to learn and remember product features so they can be
explained to the customers.
A child runs into a pet shop and goes over to the cage of an $8oo puppy. The child says
"Mommy, I want this one!" What should the associate do next? - ANS ✔✔Smile at the child and
ask the mother about her preferences and budget.
, A cashier notices that the line of customers waiting to check out is quickly growing. The cashier
should: - ANS ✔✔Acknowledge the customers in line and call for assistance.
How can a sales associate BEST use the data in a customer relationship management system
(CRM) to improve customer satisfaction? - ANS ✔✔Email customers to alert them of sales on
their favorite brands.
A client purchased a barbecue grill at a store, loaded into his car, and took it home. When he
opened the box to assemble the grill, the instructions were missing. The customer returns to
the store very upset. What should the sales associate do to satisfy the customer? - ANS
✔✔Listen to the customer, assure him that you understand his frustration, and ask if he would
be satisfied with you locating another set of instructions.
A sales associate is helping a customer with a new sweater that just arrived. The customer asks
about the proper care instructions. What should the sales associate do? - ANS ✔✔Check the
care label in the sweater and advise the customer.
A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa
department and tells him that she wants the chair to match the sofa in her living room. What
should the associate do? - ANS ✔✔Escort her to the area where the chairs are, and ask open-
ended questions to clarify her needs.
Which of the following statements about warranties and client services TRUE? - ANS ✔✔The
associate is usually the first point of contact when a customer is not satisfied with a purchase.
An associate notices a customer checking the price tags on various cameras. The store is
currently offering 25% off the price of a specific camera. The associate should: - ANS ✔✔Make
eye contact with the customer and wait for questions.
ANSWERS 2026/2027
Horizon electronics is launching a new ali-in-one product. The product can be used to play
music, watch movies, check email, and make phone calls. Because there are so many features,
you know there will be many questions. Your company is advertising a sale on the product,
hoping that customers will buy it from your store rather th~ online or at a competitor's store.
How should you prepare for the large amount of clients asking about this product? - ANS
✔✔Test the item on display making sure you can explain how to use each feature.
You are ringing up a customer's order when the customer notices that the price on one of the
products rings up incorrectly. The customer states that there was a sale sign in front of the
product. You check and find that there is an old, expired sale sign in front of the product. Which
of the following is the MOST appropriate course of action? - ANS ✔✔Remove the sale sign,
apologize to the customer, and allow her to purchase the item at the sale price.
Which answer BEST describes when a sales associate knows all of the information needed to
successfully sell a product in the store? - ANS ✔✔The sales associate can confidently and
intelligently answer all of the customer's questions about a product and solve routine problems
with the product
A sales associate in a garden center is ringing up a customer who is buying several house plants.
How can a sales associate BEST inform the customer about related products? - ANS ✔✔Ask the
customer questions that prompt him to think of items he may need
Which reason BEST explains why a sales associate should gain hands-on knowledge of a store's
products? - ANS ✔✔It is the best way to learn and remember product features so they can be
explained to the customers.
A child runs into a pet shop and goes over to the cage of an $8oo puppy. The child says
"Mommy, I want this one!" What should the associate do next? - ANS ✔✔Smile at the child and
ask the mother about her preferences and budget.
, A cashier notices that the line of customers waiting to check out is quickly growing. The cashier
should: - ANS ✔✔Acknowledge the customers in line and call for assistance.
How can a sales associate BEST use the data in a customer relationship management system
(CRM) to improve customer satisfaction? - ANS ✔✔Email customers to alert them of sales on
their favorite brands.
A client purchased a barbecue grill at a store, loaded into his car, and took it home. When he
opened the box to assemble the grill, the instructions were missing. The customer returns to
the store very upset. What should the sales associate do to satisfy the customer? - ANS
✔✔Listen to the customer, assure him that you understand his frustration, and ask if he would
be satisfied with you locating another set of instructions.
A sales associate is helping a customer with a new sweater that just arrived. The customer asks
about the proper care instructions. What should the sales associate do? - ANS ✔✔Check the
care label in the sweater and advise the customer.
A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa
department and tells him that she wants the chair to match the sofa in her living room. What
should the associate do? - ANS ✔✔Escort her to the area where the chairs are, and ask open-
ended questions to clarify her needs.
Which of the following statements about warranties and client services TRUE? - ANS ✔✔The
associate is usually the first point of contact when a customer is not satisfied with a purchase.
An associate notices a customer checking the price tags on various cameras. The store is
currently offering 25% off the price of a specific camera. The associate should: - ANS ✔✔Make
eye contact with the customer and wait for questions.
