NRF STUDY QUESTIONS & REVIEW
What00should00a00retail00associate00do00if00he00or00she00discovers00an00electric00hazard
?00-00ans--✔✔Secure00the00area,00and00report00the00situation00to00management.
Joe00sells00a00customer00a00new00freezer00for00his00garage.00The00customer00want00it00i
nstalled,00but00the00store00does00not00offer00installation00service.00-00ans--
✔✔"Unfortunately,00we00do00not00install00freezers,00but00I00will00show00you00exactly00wh
at00you00need00to00do00so00you00can00do00it00yourself."
What00is00the00best00way00to00learn00about00new00merchandise00in00your00store?00-
00ans--✔✔Read00the00labels00and00packaging00information00on00the00new00products.
A00new00line00of00designer00silk00scarves00has00arrived00in00your00store.00The00scarves0
0have00intricate00clasps00and00there00are00multiple00ways00to00tie.00What00should00the00s
ales00associate00do00before00demonstrating00the00scarves00to00customers?00-00ans--
✔✔The00sales00associate00should00try00to00tie00the00scarf00in00different00ways.
A00customer00goes00to00Happy's00Hardware00to00shop00for00a00new00gas00grill.00She00is0
0looking00for00a00gas00grill00that00is00a00good00value00and00will00last00a00long00time.00The
00sales00associate00knows00that00competitors00offer00similar00grills00at00their00stores.00W
hat00is00the00BEST00way00for00the00sales00associate00to00encourage00the00customer00to0
0buy00her00grill00at00Happy's00Hardware?00-00ans--
✔✔Talk00about00the00benefits00of00buying00the00grill00at00Happy`s00Hardware.
You00are00completing00a00sale00in00store00and00another00customer00calls00on00the00pho
ne.00What00should00you00do?00-00ans--
✔✔Excuse00yourself00with00the00customer00and00answer00the00phone.
A00new00employee00has00just00begun00to00work00for00a00company.00The00employee00ha
s00not00seen00any00other00employee00use00the00copy00machines00for00personal00materia
l,00but00knows00that00there00are00some00benefits00that00haven't00been00explained00yet.00
The00employee00decides00to00bring00in00tax00returns00to00photocopy.00Which00of00these0
0is00the00best00thing00for00the00employee00to00do?00-00ans--
✔✔Consult00company00policy00or00the00manager00about00using00the00copier.
A00cashier00at00the00Pharmaid00decides00to00buy00a00candy00bar00to00eat00during00break
.00According00to00the00personnel00policy00shown,00how00should00the00cashier00pay00for00
, the00candy?00-00ans--
✔✔Ask00someone00else00to00ring00up00the00candy00after00the00break00begins
A00sales00associate00observes00a00customer00browsing00a00rack00of00men's00suits.00Ho
w00should00the00associate00approach00the00customer?00-00ans--
✔✔I00see00you00are00looking00at00the00suits.00We00have00a00nice00selection00of00suits.00I
00can00show00you.
Once00you00have00established00a00connection00with00a00customer,00what00is00your00NE
XT00challenge00-00ans--✔✔Determine00exactly00what00the00customer00needs.
Sally00works00for00a00sporting00goods00store00and00is00assigned00to00treadmills00for00the
00time.00She00completed00the00product00training00two00weeks00prior.00What00should00Sal
ly00do00to00prepare?00-00ans--
✔✔Demonstrate00the00treadmill00in00the00store00to00become00familiar00with00the00featur
es.
A00customer00brings00a00competitor's00ad00into00your00store00and00asks00that00you00mee
t00the00advertised00price.00As00a00sales00associate,00what00should00you00do00FIRST?00-
00ans--✔✔Refer00to00your00store's00policy00on00meeting00competitor's00ads.
What00are00the00BEST00kinds00of00questions00to00ask00a00customer00to00encourage00co
nversation?00-00ans--✔✔Open-ended00questions.
A00customer00is00gathering00information00before00making00the00final00selection00on00a00n
ew00car.00You00have00suggested00the00car00that00seems00to00be00the00best00choice.00Aft
er00taking00a00test00drive,00the00customer00decides00to00continue00to00look00at00other00o
ptions.00What00is00the00BEST00response00to00your00customer00-00ans--
✔✔"I00agree.00You00should00give00your00decision00more00thought.00It00is00important00tha
t00you00are00100%00satisfied.00Here00is00my00card00in00case00you00have00additional00qu
estions."
Which00type00of00pricing00strategy00would00be00MOST00appropriate00for00the00goods00of
00a00store00that00is00located00in00a00factory00outlet00mall?00-00ans--
✔✔Merchandise00with00minor00imperfections00at00low00cost.
What00is00the00primary00objective00of00a00sales00associate00who00establishes00an00ongoi
ng00relationship00with00a00satisfied00customer?00-00ans--✔✔Create00customer00loyalty.
Which00term00BEST00describes00items00that00arrive00at00a00store00with00the00price00tags
00already00attached?00-00ans--✔✔Pre-priced00merchandise.
In00order00to00keep00customers00coming00back00to00a00candy00store,00which00customer00
service00"extra"00would00be00MOST00effective?00-00ans--✔✔Incentive00program
What00should00a00retail00associate00do00if00he00or00she00discovers00an00electric00hazard
?00-00ans--✔✔Secure00the00area,00and00report00the00situation00to00management.
Joe00sells00a00customer00a00new00freezer00for00his00garage.00The00customer00want00it00i
nstalled,00but00the00store00does00not00offer00installation00service.00-00ans--
✔✔"Unfortunately,00we00do00not00install00freezers,00but00I00will00show00you00exactly00wh
at00you00need00to00do00so00you00can00do00it00yourself."
What00is00the00best00way00to00learn00about00new00merchandise00in00your00store?00-
00ans--✔✔Read00the00labels00and00packaging00information00on00the00new00products.
A00new00line00of00designer00silk00scarves00has00arrived00in00your00store.00The00scarves0
0have00intricate00clasps00and00there00are00multiple00ways00to00tie.00What00should00the00s
ales00associate00do00before00demonstrating00the00scarves00to00customers?00-00ans--
✔✔The00sales00associate00should00try00to00tie00the00scarf00in00different00ways.
A00customer00goes00to00Happy's00Hardware00to00shop00for00a00new00gas00grill.00She00is0
0looking00for00a00gas00grill00that00is00a00good00value00and00will00last00a00long00time.00The
00sales00associate00knows00that00competitors00offer00similar00grills00at00their00stores.00W
hat00is00the00BEST00way00for00the00sales00associate00to00encourage00the00customer00to0
0buy00her00grill00at00Happy's00Hardware?00-00ans--
✔✔Talk00about00the00benefits00of00buying00the00grill00at00Happy`s00Hardware.
You00are00completing00a00sale00in00store00and00another00customer00calls00on00the00pho
ne.00What00should00you00do?00-00ans--
✔✔Excuse00yourself00with00the00customer00and00answer00the00phone.
A00new00employee00has00just00begun00to00work00for00a00company.00The00employee00ha
s00not00seen00any00other00employee00use00the00copy00machines00for00personal00materia
l,00but00knows00that00there00are00some00benefits00that00haven't00been00explained00yet.00
The00employee00decides00to00bring00in00tax00returns00to00photocopy.00Which00of00these0
0is00the00best00thing00for00the00employee00to00do?00-00ans--
✔✔Consult00company00policy00or00the00manager00about00using00the00copier.
A00cashier00at00the00Pharmaid00decides00to00buy00a00candy00bar00to00eat00during00break
.00According00to00the00personnel00policy00shown,00how00should00the00cashier00pay00for00
, the00candy?00-00ans--
✔✔Ask00someone00else00to00ring00up00the00candy00after00the00break00begins
A00sales00associate00observes00a00customer00browsing00a00rack00of00men's00suits.00Ho
w00should00the00associate00approach00the00customer?00-00ans--
✔✔I00see00you00are00looking00at00the00suits.00We00have00a00nice00selection00of00suits.00I
00can00show00you.
Once00you00have00established00a00connection00with00a00customer,00what00is00your00NE
XT00challenge00-00ans--✔✔Determine00exactly00what00the00customer00needs.
Sally00works00for00a00sporting00goods00store00and00is00assigned00to00treadmills00for00the
00time.00She00completed00the00product00training00two00weeks00prior.00What00should00Sal
ly00do00to00prepare?00-00ans--
✔✔Demonstrate00the00treadmill00in00the00store00to00become00familiar00with00the00featur
es.
A00customer00brings00a00competitor's00ad00into00your00store00and00asks00that00you00mee
t00the00advertised00price.00As00a00sales00associate,00what00should00you00do00FIRST?00-
00ans--✔✔Refer00to00your00store's00policy00on00meeting00competitor's00ads.
What00are00the00BEST00kinds00of00questions00to00ask00a00customer00to00encourage00co
nversation?00-00ans--✔✔Open-ended00questions.
A00customer00is00gathering00information00before00making00the00final00selection00on00a00n
ew00car.00You00have00suggested00the00car00that00seems00to00be00the00best00choice.00Aft
er00taking00a00test00drive,00the00customer00decides00to00continue00to00look00at00other00o
ptions.00What00is00the00BEST00response00to00your00customer00-00ans--
✔✔"I00agree.00You00should00give00your00decision00more00thought.00It00is00important00tha
t00you00are00100%00satisfied.00Here00is00my00card00in00case00you00have00additional00qu
estions."
Which00type00of00pricing00strategy00would00be00MOST00appropriate00for00the00goods00of
00a00store00that00is00located00in00a00factory00outlet00mall?00-00ans--
✔✔Merchandise00with00minor00imperfections00at00low00cost.
What00is00the00primary00objective00of00a00sales00associate00who00establishes00an00ongoi
ng00relationship00with00a00satisfied00customer?00-00ans--✔✔Create00customer00loyalty.
Which00term00BEST00describes00items00that00arrive00at00a00store00with00the00price00tags
00already00attached?00-00ans--✔✔Pre-priced00merchandise.
In00order00to00keep00customers00coming00back00to00a00candy00store,00which00customer00
service00"extra"00would00be00MOST00effective?00-00ans--✔✔Incentive00program
