NRF Customer Service Study Guide Part 1
Exam 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
Exam 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
