NRF CUSTOMER SERVICE – NEW
EXAM QUESTIONS WITH 100%
SOLVED ANSWERS
Which of the following is the BEST reason for a sales associate to test and sample a
product before it goes on display? - Answer-To make it easier to demonstrate and sell
products.
During a slow business period, an associate sees a new hire having trouble answering
a customer's questions. The customer is ready to leave. What should the associate do?
- Answer-Approach them and ask, "Can I help answer any questions?"
A customer brings in a shoe with a broken strap. Which of the following questions would
be acceptable in helping to determine how to assist the customer? - Answer-"What can I
do to make this right?"
A superstore bakery recently changed from in-store baking to the company's central
baking plant. The bakery supervisor gives the associates a note explaining the changes
taking place. A client asks a bakery associate why the changes are taking place. What
should the associate do? - Answer-Use the information in the memo to answer the
customer's question.
A customer returns a backpack complaining that one of the seams has ripped. The
customer wants to exchange the backpack for a new one. Which of the following is the
LEAST appropriate response? - Answer-"No one has ever returned one of these before.
They are known for being durable."
A couple enters a store and approaches an associate about buying a china cabinet.
They have some ideas about what they want, but they don't'[t know how much about
china cabinets. They have $tooo to spend. What should the associate do? - Answer-
Determine what the couple wants by asking questions.
Why is it important that sales associates understand written and multimedia materials
that are provided by the company, the manufacturer, and the supplier? - Answer-It helps
the associate clearly and accurately provide customers with answers to questions on
products.
A client wants her grocery store to start carrying a new item. She asks a stock clerk if
that is possible. How should the clerk respond? - Answer-Ask the manager on duty to
talk with her about stocking the item
, · An error message appears when the cashier rings up a sale. Information on operating
the register is available at each register. The manager is nearby helping another
customer. What should the cashier do FIRST? - Answer-Look for the error message in
the register manual
A customer returns a laptop. computer and explains that one of the features is not
working. The customer service associate is familiar with the features of the laptop. What
should the associate do FIRST? - Answer-Test the customer's computer and determine
whether there is a problem with the feature.
A preferred customer is at the register collecting a gift from a mailed promotion. The
next customer in line wants a gift also and is getting angry. Which of the following
should the sales associate do? - Answer-Explain the qualifications to be a preferred
customer and how to receive free gifts.
You are working with an in-store customer to determine a delivery date. Two of your
three phone lines ring. What should you do? - Answer-Excuse yourself. Answer the
phone immediately and ask the caller to hold, then finish with the customer in front of
you.
A customer wants to have a business luncheon catered and complains loudly that tl1e
prices are too high. The customer says that the same menu is available for a lower price
at the caterer across the street. Which of the following should the associate do? -
Answer-Try to soothe the customer and explain the features and benefits of the catering
service.
What is the BEST way to serve a customer who is shopping with a group of friends? -
Answer-Provide quality service to all in attendance
A customer would like to reserve an ocean-view room with a balcony at a hotel, but tile
ocean-view rooms are all occupied. What is the BEST next step for the hotel desk
associate? - Answer-Suggest the alternative of a bay-view room with a balcony which is
available
Which is the best way to determine a customer's expectations of a product? - Answer-
Listen carefully to the customer and respond with focusing questions.
The store has just introduced a new line of home theater speakers, and the sales
associates have no experience with the brand. What is the BEST way for the sales
associates to gain knowledge on the new vendor's product line? - Answer-Complete all
new training and review vendor supplied information on the features and benefits of the
products.
You are on duty stocking shelves with your fellow associates, and a customer is having
difficulty locating a specific product that is located in a different department. Which of
EXAM QUESTIONS WITH 100%
SOLVED ANSWERS
Which of the following is the BEST reason for a sales associate to test and sample a
product before it goes on display? - Answer-To make it easier to demonstrate and sell
products.
During a slow business period, an associate sees a new hire having trouble answering
a customer's questions. The customer is ready to leave. What should the associate do?
- Answer-Approach them and ask, "Can I help answer any questions?"
A customer brings in a shoe with a broken strap. Which of the following questions would
be acceptable in helping to determine how to assist the customer? - Answer-"What can I
do to make this right?"
A superstore bakery recently changed from in-store baking to the company's central
baking plant. The bakery supervisor gives the associates a note explaining the changes
taking place. A client asks a bakery associate why the changes are taking place. What
should the associate do? - Answer-Use the information in the memo to answer the
customer's question.
A customer returns a backpack complaining that one of the seams has ripped. The
customer wants to exchange the backpack for a new one. Which of the following is the
LEAST appropriate response? - Answer-"No one has ever returned one of these before.
They are known for being durable."
A couple enters a store and approaches an associate about buying a china cabinet.
They have some ideas about what they want, but they don't'[t know how much about
china cabinets. They have $tooo to spend. What should the associate do? - Answer-
Determine what the couple wants by asking questions.
Why is it important that sales associates understand written and multimedia materials
that are provided by the company, the manufacturer, and the supplier? - Answer-It helps
the associate clearly and accurately provide customers with answers to questions on
products.
A client wants her grocery store to start carrying a new item. She asks a stock clerk if
that is possible. How should the clerk respond? - Answer-Ask the manager on duty to
talk with her about stocking the item
, · An error message appears when the cashier rings up a sale. Information on operating
the register is available at each register. The manager is nearby helping another
customer. What should the cashier do FIRST? - Answer-Look for the error message in
the register manual
A customer returns a laptop. computer and explains that one of the features is not
working. The customer service associate is familiar with the features of the laptop. What
should the associate do FIRST? - Answer-Test the customer's computer and determine
whether there is a problem with the feature.
A preferred customer is at the register collecting a gift from a mailed promotion. The
next customer in line wants a gift also and is getting angry. Which of the following
should the sales associate do? - Answer-Explain the qualifications to be a preferred
customer and how to receive free gifts.
You are working with an in-store customer to determine a delivery date. Two of your
three phone lines ring. What should you do? - Answer-Excuse yourself. Answer the
phone immediately and ask the caller to hold, then finish with the customer in front of
you.
A customer wants to have a business luncheon catered and complains loudly that tl1e
prices are too high. The customer says that the same menu is available for a lower price
at the caterer across the street. Which of the following should the associate do? -
Answer-Try to soothe the customer and explain the features and benefits of the catering
service.
What is the BEST way to serve a customer who is shopping with a group of friends? -
Answer-Provide quality service to all in attendance
A customer would like to reserve an ocean-view room with a balcony at a hotel, but tile
ocean-view rooms are all occupied. What is the BEST next step for the hotel desk
associate? - Answer-Suggest the alternative of a bay-view room with a balcony which is
available
Which is the best way to determine a customer's expectations of a product? - Answer-
Listen carefully to the customer and respond with focusing questions.
The store has just introduced a new line of home theater speakers, and the sales
associates have no experience with the brand. What is the BEST way for the sales
associates to gain knowledge on the new vendor's product line? - Answer-Complete all
new training and review vendor supplied information on the features and benefits of the
products.
You are on duty stocking shelves with your fellow associates, and a customer is having
difficulty locating a specific product that is located in a different department. Which of
