1
NRF Customer Service and Sales (2024)
Part 1 Exam
active listening - ANSWER- the practice of hearing and understanding what a speaker is
saying out loud and any messages suggested behind the words
Add-on services - ANSWER- available services for specific product purchases that
customers can opt for (Payment options, product modifications, or other ways
customers can protect their purchases)
analytical communication style - ANSWER- A communication style in which a person
tends to ask a lot of questions and behave methodically.
breakaway statements - ANSWER- phrases used to smooth the transition between one
customer and the next one ( ex- 'Would it be OK if I grab a few items for another
customer)
, 2
Company Brand - ANSWER- the overall impression gathered from information that is
seen, heard, and experienced by customers who encounter a business, its products and
its services
Company culture - ANSWER- A company's behavior, attitudes, values, and habits.
Cross- selling - ANSWER- selling additional products or services to an existing
customer- may contribute to a better or more complete experience for the customer
demographic data - ANSWER- statistical data about the characteristics of a population,
such as the age, gender and income of the people within the population
follower - ANSWER- a shopper who wants to find out what's trendy before making a
purchase. often look for established brands.
franchise - ANSWER- A business established or operated under an authorization to sell
or distribute a company's goods or services in a particular area
functional communication style - ANSWER- refers to the fact a person wants to
communicate - wants process, detail, timelines and well thought out plans
Information Technology (IT) - ANSWER- the computers and other electronic devices
used to store, retrieve, transmit and manipulate data (think POS point of sale)
NRF Customer Service and Sales (2024)
Part 1 Exam
active listening - ANSWER- the practice of hearing and understanding what a speaker is
saying out loud and any messages suggested behind the words
Add-on services - ANSWER- available services for specific product purchases that
customers can opt for (Payment options, product modifications, or other ways
customers can protect their purchases)
analytical communication style - ANSWER- A communication style in which a person
tends to ask a lot of questions and behave methodically.
breakaway statements - ANSWER- phrases used to smooth the transition between one
customer and the next one ( ex- 'Would it be OK if I grab a few items for another
customer)
, 2
Company Brand - ANSWER- the overall impression gathered from information that is
seen, heard, and experienced by customers who encounter a business, its products and
its services
Company culture - ANSWER- A company's behavior, attitudes, values, and habits.
Cross- selling - ANSWER- selling additional products or services to an existing
customer- may contribute to a better or more complete experience for the customer
demographic data - ANSWER- statistical data about the characteristics of a population,
such as the age, gender and income of the people within the population
follower - ANSWER- a shopper who wants to find out what's trendy before making a
purchase. often look for established brands.
franchise - ANSWER- A business established or operated under an authorization to sell
or distribute a company's goods or services in a particular area
functional communication style - ANSWER- refers to the fact a person wants to
communicate - wants process, detail, timelines and well thought out plans
Information Technology (IT) - ANSWER- the computers and other electronic devices
used to store, retrieve, transmit and manipulate data (think POS point of sale)
