NRF Customer Service Study Guide Part 2
UPDATED Exam Questions and
CORRECT Answers
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
• Will make customers suspicious of your ability to remember details
• Requires an expensive computer system - CORRECT ANSWER- • Can help you provide
more personalized service to returning customers
Referring a customer to a competitor will likely result in:
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above - CORRECT ANSWER- None of the above
Which of the following steps will help you keep commitments to customers?
• Promising customers you will find the items they request
• Calling customers back only when you can find the requested item or information
• Immediately stopping whatever you're doing to take care of phone customer requests
• Calling customers back in a timely manner - CORRECT ANSWER- Calling customers back
in a timely manner
Three ways to create a positive impression of you an the store include: Complimenting the
customer's taste; assuring the customer that he is the expert; and:
• Stating that the products in your store are far better than those in other stores
, • Suggesting that he buy "top of the line" products
• Indicating that based on your professional product knowledge, you feel his purchases are
worthwhile - CORRECT ANSWER- Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
If your company does not have a manual that describes all the major product warranties, you
should:
• Decide on a general, neutral comment you can make if customers ask you about a warranty
• Avoid talking about warranties with your customers
• Create your own by making copies of the various product warranties and related
information - CORRECT ANSWER- Create your own by making copies of the various
product warranties and related information
A new customer comes into your department, but you are helping another customer. You
should:
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have completed your current sale
• Acknowledge the new customer's presence with eye contact and/or a brief comment that
you'll be right with him
• Help the customer who looks like he will spend the most money - CORRECT ANSWER-
Acknowledge the new customer's presence with eye contact and/or a brief comment that
you'll be right with him
Projecting a professional and friendly image includes:
• Behaving in an alert and courteous manner
• Dressing in expensive, professional looking clothing
• Standing behind your cash register and waiting for the customer to come to you
• Shaking the hand of each customer - CORRECT ANSWER- Behaving in an alert and
courteous manner
UPDATED Exam Questions and
CORRECT Answers
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
• Will make customers suspicious of your ability to remember details
• Requires an expensive computer system - CORRECT ANSWER- • Can help you provide
more personalized service to returning customers
Referring a customer to a competitor will likely result in:
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above - CORRECT ANSWER- None of the above
Which of the following steps will help you keep commitments to customers?
• Promising customers you will find the items they request
• Calling customers back only when you can find the requested item or information
• Immediately stopping whatever you're doing to take care of phone customer requests
• Calling customers back in a timely manner - CORRECT ANSWER- Calling customers back
in a timely manner
Three ways to create a positive impression of you an the store include: Complimenting the
customer's taste; assuring the customer that he is the expert; and:
• Stating that the products in your store are far better than those in other stores
, • Suggesting that he buy "top of the line" products
• Indicating that based on your professional product knowledge, you feel his purchases are
worthwhile - CORRECT ANSWER- Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
If your company does not have a manual that describes all the major product warranties, you
should:
• Decide on a general, neutral comment you can make if customers ask you about a warranty
• Avoid talking about warranties with your customers
• Create your own by making copies of the various product warranties and related
information - CORRECT ANSWER- Create your own by making copies of the various
product warranties and related information
A new customer comes into your department, but you are helping another customer. You
should:
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have completed your current sale
• Acknowledge the new customer's presence with eye contact and/or a brief comment that
you'll be right with him
• Help the customer who looks like he will spend the most money - CORRECT ANSWER-
Acknowledge the new customer's presence with eye contact and/or a brief comment that
you'll be right with him
Projecting a professional and friendly image includes:
• Behaving in an alert and courteous manner
• Dressing in expensive, professional looking clothing
• Standing behind your cash register and waiting for the customer to come to you
• Shaking the hand of each customer - CORRECT ANSWER- Behaving in an alert and
courteous manner
