NRF Customer Service Exam Study Guide Questions And Answers With Verified Solutions Already Passed!!!

NRF Customer Service Exam Study
Guide Questions And Answers With
Verified Solutions Already Passed!!!
A good reason for creating an opening for discussion is to:
 Get to know what the customer wants
Which of the following are appropriate reasons for following up with a
customer?
 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
 False
How would you handle a situation where a customer wants a brand that you
don't carry?
 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
Showing respect for a customer's business card means you should:
 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
You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
 True
When acting as a personal shopper, you should:
 Select only items that fit her interest
To keep the lines of communication open, the best question to ask:
 Begin with who, what, where, when, how, or why
You should record basic information that allows you to stay in touch with
customers and specific information that reminds you of their purchases and
preferences.
 True
It is important to build a relationship with your customer. In the first few
seconds after you notice the customer's arrival, you should:
 Greet the customer and make him feel welcome
Most customers respond favorably to the hard sell technique because it shows
them your belief in the product.

,  False
Which of the following are good reasons to ask customers for their business
cards?
 When customers show interest in an upcoming event and you offer to
remind them
Showing the customer that you and your store stand behind the products and
services you sell:
 Shows a professionalism that builds customer loyalty
When giving service to a person with developmental disabilities, it may be
helpful to explain complex tasks one step at a time.
 True
You should allow customers with disabilities to express their own needs and
limits; your job is to accommodate those needs and make shopping a positive
experience.
 True
Keeping records of customer complaints and the methods used to resolve
them will help you resolve similar situations in the future.
 True
If a customer walks directly to an item, this may indicate that he:
 Knows what he wants and would probably appreciate quick, efficient
service
As a sales associate, you can help build trust by making sure customers
understand and benefit from the product warranties.
 True
When using the T.H.A.N.K.S. method, "K" stands for:
 "Know a solution if the customer does not suggest one"
If your store does not offer the particular product or service the customer is
looking for, your first option should always be to:
 Suggest alternatives that your store does carry
When working with customers with disabilities, be sure to take your time, be
patient, and:
 Let the customer help you understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience
when he comes to your store are:
 An enjoyable atmosphere and super service
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer
for bringing the problem to your attention."
 True