Customer Service NRF - Chapter 3 Selling &
Service Exam Questions and Answers with
Verified Solutions | Latest Updated 2026
Satisfied Customer Expectations 1. Solve the problem, 2. Understand
expectations,
3. Offer options, let customer decide, 4.
Surprise
the customer!, 5. Be consistent & reliable,
6. Deliver
value, 7. Make it quick and easy, 8. Keep it
confidential
Product Features physical characteristics of an item. (size,
shape,
color, texture, taste, smell)
Product Benefits Advantages that a customer gets from the
product
feature.
What is the best way to explain Demonstrate it!
product features and benefits to a
customer
What should you do before make sure it works and practice using it
demonstrating a product?
, Private-label also called store brands, or in-house
brands, are
developed by national or international
manufacturers and then sold under
another brand
name that is available only at a particular
retailer's
store. Often lower priced.
options or alternatives choices of color/model/size, customizable
options,
products available via omnichannel
systems,
pricing, renting vs buying, special offers
Value the item's worth to the customer compared
to
other alternatives.
Worth the customer feels that they actually got
the
benefits from the purchased product or
service
after the purchase.
Open-ended What type of questions should you ask to
find out a
customer's pricing preference indirectly?
Questions that you should not ask 1. "How much do you want to spend?"
a 2. "Why do you want ____________?"
customer...
Service Exam Questions and Answers with
Verified Solutions | Latest Updated 2026
Satisfied Customer Expectations 1. Solve the problem, 2. Understand
expectations,
3. Offer options, let customer decide, 4.
Surprise
the customer!, 5. Be consistent & reliable,
6. Deliver
value, 7. Make it quick and easy, 8. Keep it
confidential
Product Features physical characteristics of an item. (size,
shape,
color, texture, taste, smell)
Product Benefits Advantages that a customer gets from the
product
feature.
What is the best way to explain Demonstrate it!
product features and benefits to a
customer
What should you do before make sure it works and practice using it
demonstrating a product?
, Private-label also called store brands, or in-house
brands, are
developed by national or international
manufacturers and then sold under
another brand
name that is available only at a particular
retailer's
store. Often lower priced.
options or alternatives choices of color/model/size, customizable
options,
products available via omnichannel
systems,
pricing, renting vs buying, special offers
Value the item's worth to the customer compared
to
other alternatives.
Worth the customer feels that they actually got
the
benefits from the purchased product or
service
after the purchase.
Open-ended What type of questions should you ask to
find out a
customer's pricing preference indirectly?
Questions that you should not ask 1. "How much do you want to spend?"
a 2. "Why do you want ____________?"
customer...
