1
NRF Customer service exam study guide /
Questions & Expertly Verified Answers, 2025
/ 2026.
Quiz____?
A good reason for creating an opening for discussion is to:
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants -
Answer✓✓
Get to know what the customer wants
Quiz____?
Which of the following are appropriate reasons for following up with a customer?
• You are curious whether a gift your customer purchased was well received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she is shopping
somewhere else now -
Answer✓✓
You finally located an item the customer asked for a while back
Quiz____?
Customer follow-up is always a good idea, no matter what the situation
, 2
True or False -
Answer✓✓
False
Quiz____?
How would you handle a situation where a customer wants a brand that you don't carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand; show him your items
anyway
• Tell him you don't carry that brand then excuse yourself to serve someone else -
Answer✓✓
Get permission from him to show the items you do have that meet his needs
Quiz____?
When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation -
Answer✓✓
How she would like the situation solved
Quiz____?
, 3
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it -
Answer✓✓
Make some comment to indicate you have read it
Quiz____?
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 or false -
Answer✓✓
True
Quiz____?
You should keep your client records up-to-date and notify customers of merchandise you
know is of interest to them.
True or False -
Answer✓✓
True
Quiz____?
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
, 4
• Ignore the customer's bad taste and choose the items that you think she should wear
4
• Select only items that fit her interest -
Answer✓✓
Select only items that fit her interest
Quiz____?
To keep the lines of communication open, the best question to ask:
• Are the ones that are able to direct the customer to a decision
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why -
Answer✓✓
Begin with who, what, where, when, how, or why
Quiz____?
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 or False -
Answer✓✓
True
Quiz____?
It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
NRF Customer service exam study guide /
Questions & Expertly Verified Answers, 2025
/ 2026.
Quiz____?
A good reason for creating an opening for discussion is to:
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants -
Answer✓✓
Get to know what the customer wants
Quiz____?
Which of the following are appropriate reasons for following up with a customer?
• You are curious whether a gift your customer purchased was well received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she is shopping
somewhere else now -
Answer✓✓
You finally located an item the customer asked for a while back
Quiz____?
Customer follow-up is always a good idea, no matter what the situation
, 2
True or False -
Answer✓✓
False
Quiz____?
How would you handle a situation where a customer wants a brand that you don't carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand; show him your items
anyway
• Tell him you don't carry that brand then excuse yourself to serve someone else -
Answer✓✓
Get permission from him to show the items you do have that meet his needs
Quiz____?
When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation -
Answer✓✓
How she would like the situation solved
Quiz____?
, 3
Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it -
Answer✓✓
Make some comment to indicate you have read it
Quiz____?
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 or false -
Answer✓✓
True
Quiz____?
You should keep your client records up-to-date and notify customers of merchandise you
know is of interest to them.
True or False -
Answer✓✓
True
Quiz____?
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
, 4
• Ignore the customer's bad taste and choose the items that you think she should wear
4
• Select only items that fit her interest -
Answer✓✓
Select only items that fit her interest
Quiz____?
To keep the lines of communication open, the best question to ask:
• Are the ones that are able to direct the customer to a decision
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why -
Answer✓✓
Begin with who, what, where, when, how, or why
Quiz____?
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 or False -
Answer✓✓
True
Quiz____?
It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
