NRF Customer Service Review UPDATED
Exam Questions and CORRECT Answers
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and:• An excuse for the product's failure
• A cup of coffee• Service with a smile - CORRECT ANSWER-
You can best determine the customer's needs by gathering information through careful
observation and by:• Telling the customer everything you know about your products• Asking
the customer thoughtful questions• Deciding the type of products you think the customer
should buy - CORRECT ANSWER-
Which of the following items would NOT be an appropriate finishing touch to your service?•
Send a postcard thanking the customer for letting you help him select a gift for his wife• Send
a handwritten note thanking the customer for his business• Call the customer to make sure he
is satisfied with his purchase• Give the customer your business card and encourage him to
return to the store• Remember the customer's name and use it when he comes in again -
CORRECT ANSWER-
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the
problem to your attention." True or False - CORRECT ANSWER-
You should explain all warranty conditions to your customer at the time of purchase. True or
False - CORRECT ANSWER-
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 - CORRECT ANSWER-
If your store does not offer the particular product of service the customer is looking for, your
first option should always be to:• Suggest alternatives that your store does carry• Inform him
of the drawbacks of the product he is seeking• Convince the customer he doesn't need it
anyway• Immediately refer him to a competitor - CORRECT ANSWER-
, As a customer service professional, the best way for you to remember your regular customers'
interests is to keep a written record of the vital information. True or False - CORRECT
ANSWER-
TYPE THE ANSWER - CORRECT ANSWER-
You should keep your client records up-to-date and notify customers of merchandise you
know is of interest to them. - CORRECT ANSWER-
True or False - CORRECT ANSWER-
TYPE THE ANSWER - CORRECT ANSWER-
Which of the following are appropriate reasons for following up with a customer? -
CORRECT ANSWER-
• You are curious whether a gift your customer purchased was well received - CORRECT
ANSWER-
• You finally located an item the customer asked for a while back - CORRECT ANSWER-
• You want to know why a customer did not make it in for a special sale - CORRECT
ANSWER-
• You haven't seen the customer in a long time and are wondering if she is shopping
somewhere else now - CORRECT ANSWER-
TYPE THE ANSWER - CORRECT ANSWER-
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. - CORRECT ANSWER-
True or false - CORRECT ANSWER-
Exam Questions and CORRECT Answers
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and:• An excuse for the product's failure
• A cup of coffee• Service with a smile - CORRECT ANSWER-
You can best determine the customer's needs by gathering information through careful
observation and by:• Telling the customer everything you know about your products• Asking
the customer thoughtful questions• Deciding the type of products you think the customer
should buy - CORRECT ANSWER-
Which of the following items would NOT be an appropriate finishing touch to your service?•
Send a postcard thanking the customer for letting you help him select a gift for his wife• Send
a handwritten note thanking the customer for his business• Call the customer to make sure he
is satisfied with his purchase• Give the customer your business card and encourage him to
return to the store• Remember the customer's name and use it when he comes in again -
CORRECT ANSWER-
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the
problem to your attention." True or False - CORRECT ANSWER-
You should explain all warranty conditions to your customer at the time of purchase. True or
False - CORRECT ANSWER-
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 - CORRECT ANSWER-
If your store does not offer the particular product of service the customer is looking for, your
first option should always be to:• Suggest alternatives that your store does carry• Inform him
of the drawbacks of the product he is seeking• Convince the customer he doesn't need it
anyway• Immediately refer him to a competitor - CORRECT ANSWER-
, As a customer service professional, the best way for you to remember your regular customers'
interests is to keep a written record of the vital information. True or False - CORRECT
ANSWER-
TYPE THE ANSWER - CORRECT ANSWER-
You should keep your client records up-to-date and notify customers of merchandise you
know is of interest to them. - CORRECT ANSWER-
True or False - CORRECT ANSWER-
TYPE THE ANSWER - CORRECT ANSWER-
Which of the following are appropriate reasons for following up with a customer? -
CORRECT ANSWER-
• You are curious whether a gift your customer purchased was well received - CORRECT
ANSWER-
• You finally located an item the customer asked for a while back - CORRECT ANSWER-
• You want to know why a customer did not make it in for a special sale - CORRECT
ANSWER-
• You haven't seen the customer in a long time and are wondering if she is shopping
somewhere else now - CORRECT ANSWER-
TYPE THE ANSWER - CORRECT ANSWER-
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. - CORRECT ANSWER-
True or false - CORRECT ANSWER-
