NRF CUSTOMER SERVICE EXAM
STUDY GUIDE| WITH ACTUAL
COMPLETE QUESTIONS AND 100%
CORRECT SOLUTIONS |2025 UPDATE
A good reason for creating an opening for discussion is to:
-ANSWER ✅✅ Get to know what the customer wants
Which is an appropriate reason for following up with a customer?
-ANSWER ✅✅ You finally located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation.
-ANSWER ✅✅ False
How would you handle a situation where a customer wants a brand that you don't carry?
-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:
-ANSWER ✅✅ How she would like the situation solved
Showing respect for a customer's business card means you should:
-ANSWER ✅✅ Make some comment to indicate you have read it
T/F: 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.
-ANSWER ✅✅ True
, T/F: You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them.
-ANSWER ✅✅ True
When acting as a personal shopper, you should:
-ANSWER ✅✅ Select only items that fit her interest
To keep the lines of communication open, the best question to ask:
-ANSWER ✅✅ Begin with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with customers
& specific information that reminds you of their purchases and preferences.
-ANSWER ✅✅ 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:
-ANSWER ✅✅ Greet the customer and make him feel welcome
T/F: Most customers respond favorably to the hard sell technique because it shows them
your belief in the product.
-ANSWER ✅✅ False
What is a good reason to ask customers for their business cards?
-ANSWER ✅✅ 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:
-ANSWER ✅✅ Shows a professionalism that builds customer loyalty
STUDY GUIDE| WITH ACTUAL
COMPLETE QUESTIONS AND 100%
CORRECT SOLUTIONS |2025 UPDATE
A good reason for creating an opening for discussion is to:
-ANSWER ✅✅ Get to know what the customer wants
Which is an appropriate reason for following up with a customer?
-ANSWER ✅✅ You finally located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation.
-ANSWER ✅✅ False
How would you handle a situation where a customer wants a brand that you don't carry?
-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:
-ANSWER ✅✅ How she would like the situation solved
Showing respect for a customer's business card means you should:
-ANSWER ✅✅ Make some comment to indicate you have read it
T/F: 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.
-ANSWER ✅✅ True
, T/F: You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them.
-ANSWER ✅✅ True
When acting as a personal shopper, you should:
-ANSWER ✅✅ Select only items that fit her interest
To keep the lines of communication open, the best question to ask:
-ANSWER ✅✅ Begin with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with customers
& specific information that reminds you of their purchases and preferences.
-ANSWER ✅✅ 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:
-ANSWER ✅✅ Greet the customer and make him feel welcome
T/F: Most customers respond favorably to the hard sell technique because it shows them
your belief in the product.
-ANSWER ✅✅ False
What is a good reason to ask customers for their business cards?
-ANSWER ✅✅ 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:
-ANSWER ✅✅ Shows a professionalism that builds customer loyalty
