NRF CUSTOMER SERVICE EXAM STUDY GUIDE /
QUESTIONS & CORRECT VERIFIED ANSWERS, 2025 /
2026.
1. 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: ✓✓✓ Get to know what the customer
wants
2. 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: ✓✓✓ You finally located an item the customer
asked for a while back
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,3. Customer follow-up is always a good idea, no matter what the situation
True or False: False
4. 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: Get permission from him to show the items you do have that meet his needs
5. 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: How she would like the situation solved
6. Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
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,• Make some comment to indicate you have read it
• Never write on it: Make some comment to indicate you have read it
7. 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: True
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, 8. You should keep your client records up-to-date and notify customers of
b b b b b b b b b b
b merchandise you know is of interest to them. b b b b b b b
True or False: True
b b b
9. When acting as a personal shopper, you should:
b b b b b b b
• Choose a wide selection of items from which the customer can choose
b b b b b b b b b b b
• Ignore the customer's bad taste and choose the items that you think she
b b b b b b b b b b b b
b should wear b
• Select only items that fit her interest: Select only items that fit her interest
b b b b b b b b b b b b b
10. To keep the lines of communication open, the best question to ask:
b b b b b b b b b b b
• Are the ones that are able to direct the customer to a decision
b b b b b b b b b b b b
• Are the ones that can be quickly answered with a "yes" or a "no"
b b b b b b b b b b b b b
• Are structured to save the customer's time
b b b b b b
• Begin with who, what, where, when, how, or why: Begin with who, what, where,
b b b b b b b b b b b b b
b when, how, or why
b b b
11. You should record basic information that allows you to stay in touch with
b b b b b b b b b b b b
b customers and specific information that reminds you of their purchases and
b b b b b b b b b b
b preferences.
True or False: True
b b b
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QUESTIONS & CORRECT VERIFIED ANSWERS, 2025 /
2026.
1. 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: ✓✓✓ Get to know what the customer
wants
2. 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: ✓✓✓ You finally located an item the customer
asked for a while back
1 b/ b32
,3. Customer follow-up is always a good idea, no matter what the situation
True or False: False
4. 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: Get permission from him to show the items you do have that meet his needs
5. 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: How she would like the situation solved
6. Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
2 b/ b32
,• Make some comment to indicate you have read it
• Never write on it: Make some comment to indicate you have read it
7. 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: True
3 b/ b32
, 8. You should keep your client records up-to-date and notify customers of
b b b b b b b b b b
b merchandise you know is of interest to them. b b b b b b b
True or False: True
b b b
9. When acting as a personal shopper, you should:
b b b b b b b
• Choose a wide selection of items from which the customer can choose
b b b b b b b b b b b
• Ignore the customer's bad taste and choose the items that you think she
b b b b b b b b b b b b
b should wear b
• Select only items that fit her interest: Select only items that fit her interest
b b b b b b b b b b b b b
10. To keep the lines of communication open, the best question to ask:
b b b b b b b b b b b
• Are the ones that are able to direct the customer to a decision
b b b b b b b b b b b b
• Are the ones that can be quickly answered with a "yes" or a "no"
b b b b b b b b b b b b b
• Are structured to save the customer's time
b b b b b b
• Begin with who, what, where, when, how, or why: Begin with who, what, where,
b b b b b b b b b b b b b
b when, how, or why
b b b
11. You should record basic information that allows you to stay in touch with
b b b b b b b b b b b b
b customers and specific information that reminds you of their purchases and
b b b b b b b b b b
b preferences.
True or False: True
b b b
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