NRF Customer Service Exam Study Guide
Questions and Answers with Verified
Solutions | Latest Updated 2026
A good reason for creating an Get to know what the customer wants
opening for discussion is to:
• Break down the customer's sales
resistance
• Convince the customer how
much
you know about the product
• Get to know what the customer
wants
Which of the following are You finally located an item the customer
appropriate reasons for following asked for
up a while back
with a customer?
• You are curious whether a gift
your
customer purchased was well
received
• You finally located an item the
customer asked for a while back
• You want to know why a
customer
did not make it in for a special sale
• You haven't seen the customer in
a
long time and are wondering if she
is
shopping somewhere else now
,Customer follow-up is always a False
good
idea, no matter what the situation.
True or False
How would you handle a situation Get permission from him to show the items
where a customer wants a brand you do
that have that meet his needs
you don't carry?
• Convince him that your brands
are
better
• Get permission from him to show
the items you do have that meet
his
needs
• Tell him that he won't find
anything
better than what you have
• Smile and listen politely, but don't
tell him you don't have his brand;
show him your items anyway
• Tell him you don't carry that
brand
then excuse yourself to serve
someone else
When the customer presents you How she would like the situation solved
with a problem, you should ask
her:
• How she would like the situation
solved
• If she stops at your store on a
regular basis
• Who is at fault in the situation
,Showing respect for a customer's Make some comment to indicate you have
business card means you should: read it
• Put it in your purse or wallet for
safe keeping
• Make some comment to indicate
you have read it
• Never write on it
If you don't have a warranty True
manual
available or are unsure about a
warranty answer, a resource to
consider is co-workers or your
supervisor.
True or false
You should keep your client True
records
up-to-date and notify customers of
merchandise you know is of
interest
to them.
True or False
, When acting as a personal Select only items that fit her interest
shopper,
you should:
• Choose a wide selection of items
from which the customer can
choose
• Ignore the customer's bad taste
and choose the items that you
think
she should wear
• Select only items that fit her
interest
You should record basic True
information
that allows you to stay in touch
with
customers and specific information
that reminds you of their
purchases
and preferences.
True or False
Questions and Answers with Verified
Solutions | Latest Updated 2026
A good reason for creating an Get to know what the customer wants
opening for discussion is to:
• Break down the customer's sales
resistance
• Convince the customer how
much
you know about the product
• Get to know what the customer
wants
Which of the following are You finally located an item the customer
appropriate reasons for following asked for
up a while back
with a customer?
• You are curious whether a gift
your
customer purchased was well
received
• You finally located an item the
customer asked for a while back
• You want to know why a
customer
did not make it in for a special sale
• You haven't seen the customer in
a
long time and are wondering if she
is
shopping somewhere else now
,Customer follow-up is always a False
good
idea, no matter what the situation.
True or False
How would you handle a situation Get permission from him to show the items
where a customer wants a brand you do
that have that meet his needs
you don't carry?
• Convince him that your brands
are
better
• Get permission from him to show
the items you do have that meet
his
needs
• Tell him that he won't find
anything
better than what you have
• Smile and listen politely, but don't
tell him you don't have his brand;
show him your items anyway
• Tell him you don't carry that
brand
then excuse yourself to serve
someone else
When the customer presents you How she would like the situation solved
with a problem, you should ask
her:
• How she would like the situation
solved
• If she stops at your store on a
regular basis
• Who is at fault in the situation
,Showing respect for a customer's Make some comment to indicate you have
business card means you should: read it
• Put it in your purse or wallet for
safe keeping
• Make some comment to indicate
you have read it
• Never write on it
If you don't have a warranty True
manual
available or are unsure about a
warranty answer, a resource to
consider is co-workers or your
supervisor.
True or false
You should keep your client True
records
up-to-date and notify customers of
merchandise you know is of
interest
to them.
True or False
, When acting as a personal Select only items that fit her interest
shopper,
you should:
• Choose a wide selection of items
from which the customer can
choose
• Ignore the customer's bad taste
and choose the items that you
think
she should wear
• Select only items that fit her
interest
You should record basic True
information
that allows you to stay in touch
with
customers and specific information
that reminds you of their
purchases
and preferences.
True or False
