NRF Customer Service Exam UPDATED ACTUAL Questions and CORRECT
Answers
• Smile and
1. A good reason for creating an opening for discussion
listen
is to: politely, but
don't tell
• Break down the customer's sales resistance him you
• Convince the customer how much you know about don't
the product
• 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 pur-
chased 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
3. Customer follow-up is always a good idea, no matter
what the situation
True or 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
,Get to know what the cus-tomer wants
You finally located an itemthe customer asked for a while back
False
Get permission from him to show the items you dohave that meet his needs
, have his brand; show him your items anyway
• Tell him you don't carry that brand then excuse your-
self to serve someone else
5. When the customer presents you with a problem, you How she would like the sit-
should ask her: uation solved
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation
6. Showing respect for a customer's business card Make some comment to
means you should: indicate you have read it
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it
7. If you don't have a warranty manual available or are True
unsure about a warranty answer, a resource to consid-
er is co-workers or your supervisor.
True or false
8. You should keep your client records up-to-date and True
notify customers of merchandise you know is of inter-
est to them.
True or False
9. When acting as a personal shopper, you should: Select only items that fit
her interest
• Choose a wide selection of items from which the
customer can choose
• Ignore the customer's bad taste and choose the
Answers
• Smile and
1. A good reason for creating an opening for discussion
listen
is to: politely, but
don't tell
• Break down the customer's sales resistance him you
• Convince the customer how much you know about don't
the product
• 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 pur-
chased 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
3. Customer follow-up is always a good idea, no matter
what the situation
True or 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
,Get to know what the cus-tomer wants
You finally located an itemthe customer asked for a while back
False
Get permission from him to show the items you dohave that meet his needs
, have his brand; show him your items anyway
• Tell him you don't carry that brand then excuse your-
self to serve someone else
5. When the customer presents you with a problem, you How she would like the sit-
should ask her: uation solved
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation
6. Showing respect for a customer's business card Make some comment to
means you should: indicate you have read it
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it
7. If you don't have a warranty manual available or are True
unsure about a warranty answer, a resource to consid-
er is co-workers or your supervisor.
True or false
8. You should keep your client records up-to-date and True
notify customers of merchandise you know is of inter-
est to them.
True or False
9. When acting as a personal shopper, you should: Select only items that fit
her interest
• Choose a wide selection of items from which the
customer can choose
• Ignore the customer's bad taste and choose the
