NRF Customer Service Rise UP Vocabulary UPDATED ACTUAL Questions
and CORRECT Answers
1. Active listening The practice of hearing and understanding what a speaker is saying out loud and
any messages suggested behind the words.
2. Add-on services Available services for specific product purchases that customers can opt for (e.g.,
payment options, product modifications, or other ways that customers can protect
their purchases).
3. Alterations Modifications to products that help them best meet the needs of customers (e.g.,
the tailoring of clothing items or installing additional memory in a laptop).
4. Analytical com- A communication style refers to the way a person interacts with others. Someone
munication style who has an analytical communication style typically wants the important data, facts
and logic.
5. At-will employ- Employment subject to termination by an employer at any time for any reason,
ment except for an illegal reason such as discrimination. An employee is also free to
leave a job at any time, for any reason.
6. Body language Conscious or unconscious gestures and movements that express intentions. These
cues are a key form of nonverbal communication.
7. Brand promise An extension of the company brand that reflects the benefit of doing business with
them—for example, providing quality customer service.
8. Breakaway state- Phrases used to smooth the transition between one customer and the next one
ments (e.g., "Would it be OK if I grab a few items for another customer?").
9. Buying The branch of retail in charge of selecting and purchasing merchandise.
10. Clientele The collective group of customers that are served by a specific retailer, when
considered in total.
11. Closed-ended
questions
, Questions that aim to get
you a short or yes/no
answer. These are useful
to limitthe scope of a
conversation, to confirm a
specific response, or to
close the sale.
and CORRECT Answers
1. Active listening The practice of hearing and understanding what a speaker is saying out loud and
any messages suggested behind the words.
2. Add-on services Available services for specific product purchases that customers can opt for (e.g.,
payment options, product modifications, or other ways that customers can protect
their purchases).
3. Alterations Modifications to products that help them best meet the needs of customers (e.g.,
the tailoring of clothing items or installing additional memory in a laptop).
4. Analytical com- A communication style refers to the way a person interacts with others. Someone
munication style who has an analytical communication style typically wants the important data, facts
and logic.
5. At-will employ- Employment subject to termination by an employer at any time for any reason,
ment except for an illegal reason such as discrimination. An employee is also free to
leave a job at any time, for any reason.
6. Body language Conscious or unconscious gestures and movements that express intentions. These
cues are a key form of nonverbal communication.
7. Brand promise An extension of the company brand that reflects the benefit of doing business with
them—for example, providing quality customer service.
8. Breakaway state- Phrases used to smooth the transition between one customer and the next one
ments (e.g., "Would it be OK if I grab a few items for another customer?").
9. Buying The branch of retail in charge of selecting and purchasing merchandise.
10. Clientele The collective group of customers that are served by a specific retailer, when
considered in total.
11. Closed-ended
questions
, Questions that aim to get
you a short or yes/no
answer. These are useful
to limitthe scope of a
conversation, to confirm a
specific response, or to
close the sale.
