NRF Customer Service Study Guide Part 1
UPDATED Exam Questions and
CORRECT Answers
A good reason for creating an 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 - CORRECT ANSWER- Get to know what the
customer wants
Which of the following are appropriate reasons for following up 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 - CORRECT ANSWER- You finally located an item the customer asked
for a while back
Customer follow-up is always a good idea, no matter what the situation.
True or False - CORRECT ANSWER- False
How would you handle a situation where a customer wants a brand that 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 - CORRECT
ANSWER- Get permission from him to show the items you do have that meet his needs
When the customer presents you 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 - CORRECT ANSWER- How she would like the situation
solved
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it - CORRECT ANSWER- Make some comment to indicate you have read it
If you don't have a warranty manual available or are unsure about a warranty answer, a
resource to consider is co-workers or your supervisor.
True or false - CORRECT ANSWER- True
You should keep your client records up-to-date and notify customers of merchandise you
know is of interest to them.
True or False - CORRECT ANSWER- True
When acting as a personal 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 - CORRECT ANSWER- Select only items that fit her
interest
UPDATED Exam Questions and
CORRECT Answers
A good reason for creating an 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 - CORRECT ANSWER- Get to know what the
customer wants
Which of the following are appropriate reasons for following up 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 - CORRECT ANSWER- You finally located an item the customer asked
for a while back
Customer follow-up is always a good idea, no matter what the situation.
True or False - CORRECT ANSWER- False
How would you handle a situation where a customer wants a brand that 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 - CORRECT
ANSWER- Get permission from him to show the items you do have that meet his needs
When the customer presents you 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 - CORRECT ANSWER- How she would like the situation
solved
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it - CORRECT ANSWER- Make some comment to indicate you have read it
If you don't have a warranty manual available or are unsure about a warranty answer, a
resource to consider is co-workers or your supervisor.
True or false - CORRECT ANSWER- True
You should keep your client records up-to-date and notify customers of merchandise you
know is of interest to them.
True or False - CORRECT ANSWER- True
When acting as a personal 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 - CORRECT ANSWER- Select only items that fit her
interest
