NRF CUSTOMER SERVICE FINAL TEST
2026 QUESTIONS WITH CORRECT
ANSWERS GRADED A+
◍ Acting as a personal shopper:• Can add interest and challenge to your job •
Should be avoided since it takes you away from other customers• Does not
require any special skills or talents.
Answer: Can add interest and challenge to your job
◍ The company's return policy is clearly displayed, it is not necessary to
mention it to the customer at the time of the sale.• True or False.
Answer: False
◍ If you schedule a personal shopping appointment with a customer, it would
be a good idea to:• Call and confirm the appointment the day before• Set
aside some items you think the customer will be interested in• Keep your
appointment book with you at all times so you don't double-book yourself•
All of the above.
Answer: All of the above
◍ To assist your customers in a personal way, you should become familiar
with:• Resources in and near your store • Their relatives, special friends, and
loved ones• Entertainment centers and movie theaters in the district.
Answer: Resources in and near your store
◍ When using the
T. H.
A. N.
K. S. method, "S" stands for "Solve the problem, or find someone who can."
True or False.
Answer: True
, ◍ Your manager should warn you in advance if you will be giving service to a
customer with significant disabilities. True or False.
Answer: False
◍ If you are making a follow-up call, it's a good idea to call during the dinner
hour to make sure you contact the customer on the first try. True or False.
Answer: False
◍ Which of the following are acceptable ways to ask a customer's permission
to provide alternatives?• We don't carry that specific brand, but may I
suggest. . . • Is that the only brand you were interested in?• Is ther anything
else you were looking for?• We don't recommend that item. May I show you
a better product?• All of the above.
Answer: We don't carry that specific brand, but may I suggest. . .
◍ When leaving phone messages for customers, you should let them know
whether it is important for them to call you back or not. True or False.
Answer: True
◍ The customer has said, "No thank you" when you offered your help. Your
next step is to back off for the time being, but remain alert for a sign that
you are needed. True or False.
Answer: True
◍ Your business card or the sales receipt is a good place to make notes for a
customer regarding:• Your work schedule so the customer can contact you
in the future• The date a special order is due• An upcoming sale• All of the
above.
Answer: All of the above
◍ Customer complaints should be welcomed because they provide an
opportunity to:• Do something different for a change• Get customers back to
the store so they'll buy more• Learn about problems so improvements can be
made • Learn who the potential "problem customers" are.
Answer: Learn about problems so improvements can be made
2026 QUESTIONS WITH CORRECT
ANSWERS GRADED A+
◍ Acting as a personal shopper:• Can add interest and challenge to your job •
Should be avoided since it takes you away from other customers• Does not
require any special skills or talents.
Answer: Can add interest and challenge to your job
◍ The company's return policy is clearly displayed, it is not necessary to
mention it to the customer at the time of the sale.• True or False.
Answer: False
◍ If you schedule a personal shopping appointment with a customer, it would
be a good idea to:• Call and confirm the appointment the day before• Set
aside some items you think the customer will be interested in• Keep your
appointment book with you at all times so you don't double-book yourself•
All of the above.
Answer: All of the above
◍ To assist your customers in a personal way, you should become familiar
with:• Resources in and near your store • Their relatives, special friends, and
loved ones• Entertainment centers and movie theaters in the district.
Answer: Resources in and near your store
◍ When using the
T. H.
A. N.
K. S. method, "S" stands for "Solve the problem, or find someone who can."
True or False.
Answer: True
, ◍ Your manager should warn you in advance if you will be giving service to a
customer with significant disabilities. True or False.
Answer: False
◍ If you are making a follow-up call, it's a good idea to call during the dinner
hour to make sure you contact the customer on the first try. True or False.
Answer: False
◍ Which of the following are acceptable ways to ask a customer's permission
to provide alternatives?• We don't carry that specific brand, but may I
suggest. . . • Is that the only brand you were interested in?• Is ther anything
else you were looking for?• We don't recommend that item. May I show you
a better product?• All of the above.
Answer: We don't carry that specific brand, but may I suggest. . .
◍ When leaving phone messages for customers, you should let them know
whether it is important for them to call you back or not. True or False.
Answer: True
◍ The customer has said, "No thank you" when you offered your help. Your
next step is to back off for the time being, but remain alert for a sign that
you are needed. True or False.
Answer: True
◍ Your business card or the sales receipt is a good place to make notes for a
customer regarding:• Your work schedule so the customer can contact you
in the future• The date a special order is due• An upcoming sale• All of the
above.
Answer: All of the above
◍ Customer complaints should be welcomed because they provide an
opportunity to:• Do something different for a change• Get customers back to
the store so they'll buy more• Learn about problems so improvements can be
made • Learn who the potential "problem customers" are.
Answer: Learn about problems so improvements can be made
