NRF Customer Service and Sales Exam
2026 Questions and Answers
active listening - Correct answer-the practice of hearing and understanding what a
speaker is saying out loud and any messages suggested behind the words
Add-on services - Correct answer-available services for specific product purchases
that customers can opt for (Payment options, product modifications, or other ways
customers can protect their purchases)
analytical communication style - Correct answer-A communication style in which a
person tends to ask a lot of questions and behave methodically.
breakaway statements - Correct answer-phrases used to smooth the transition
between one customer and the next one ( ex- 'Would it be OK if I grab a few items
for another customer)
Company Brand - Correct answer-the overall impression gathered from
information that is seen, heard, and experienced by customers who encounter a
business, its products and its services
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
, Company culture - Correct answer-A company's behavior, attitudes, values, and
habits.
Cross- selling - Correct answer-selling additional products or services to an
existing customer- may contribute to a better or more complete experience for the
customer
demographic data - Correct answer-statistical data about the characteristics of a
population, such as the age, gender and income of the people within the population
follower - Correct answer-a shopper who wants to find out what's trendy before
making a purchase. often look for established brands.
franchise - Correct answer-A business established or operated under an
authorization to sell or distribute a company's goods or services in a particular area
functional communication style - Correct answer-refers to the fact a person wants
to communicate - wants process, detail, timelines and well thought out plans
Information Technology (IT) - Correct answer-the computers and other electronic
devices used to store, retrieve, transmit and manipulate data (think POS point of
sale)
Innovator/Trend buyer - Correct answer-Have an early adopter mindset and want to
be recognized as a trendsetter by others
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
2026 Questions and Answers
active listening - Correct answer-the practice of hearing and understanding what a
speaker is saying out loud and any messages suggested behind the words
Add-on services - Correct answer-available services for specific product purchases
that customers can opt for (Payment options, product modifications, or other ways
customers can protect their purchases)
analytical communication style - Correct answer-A communication style in which a
person tends to ask a lot of questions and behave methodically.
breakaway statements - Correct answer-phrases used to smooth the transition
between one customer and the next one ( ex- 'Would it be OK if I grab a few items
for another customer)
Company Brand - Correct answer-the overall impression gathered from
information that is seen, heard, and experienced by customers who encounter a
business, its products and its services
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
, Company culture - Correct answer-A company's behavior, attitudes, values, and
habits.
Cross- selling - Correct answer-selling additional products or services to an
existing customer- may contribute to a better or more complete experience for the
customer
demographic data - Correct answer-statistical data about the characteristics of a
population, such as the age, gender and income of the people within the population
follower - Correct answer-a shopper who wants to find out what's trendy before
making a purchase. often look for established brands.
franchise - Correct answer-A business established or operated under an
authorization to sell or distribute a company's goods or services in a particular area
functional communication style - Correct answer-refers to the fact a person wants
to communicate - wants process, detail, timelines and well thought out plans
Information Technology (IT) - Correct answer-the computers and other electronic
devices used to store, retrieve, transmit and manipulate data (think POS point of
sale)
Innovator/Trend buyer - Correct answer-Have an early adopter mindset and want to
be recognized as a trendsetter by others
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
