Page 1 of 42
NRF Customer Service Exam NEWEST ALL
QUESTIONS AND VERIFIED SOLUTIONS 2026-2027
LATEST UPDATE THIS YEAR
QUESTION: 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
QUESTION: Customer follow-up is always a good idea, no matter what the situation.
True or False - ANSWER-False
,Page 2 of 42
QUESTION: 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
QUESTION: 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
,Page 3 of 42
Q; 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
QUESTION: 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
QUESTION: 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.
, Page 4 of 42
True or false - ANSWER-True
QUESTION: 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
QUESTION: When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she should wear
• Select only items that fit her interest - ANSWER-Select only items that fit her interest
QUESTION: 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"
NRF Customer Service Exam NEWEST ALL
QUESTIONS AND VERIFIED SOLUTIONS 2026-2027
LATEST UPDATE THIS YEAR
QUESTION: 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
QUESTION: Customer follow-up is always a good idea, no matter what the situation.
True or False - ANSWER-False
,Page 2 of 42
QUESTION: 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
QUESTION: 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
,Page 3 of 42
Q; 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
QUESTION: 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
QUESTION: 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.
, Page 4 of 42
True or false - ANSWER-True
QUESTION: 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
QUESTION: When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she should wear
• Select only items that fit her interest - ANSWER-Select only items that fit her interest
QUESTION: 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"
