NRF CUSTOMER SERVICE AN D

NRF CUSTOMER SERVICE AN D

SALES EXAM QUESTIONS AND

ANSWERS 100% CORRECT!!!

LATEST UPDATE 2024

Which of the following methods is the BEST way to resolve a customer complaint?

• Actively listen to the complaint, ask questions, and let the customer have

input into the solution.

• Apologize to the customer that the merchandise didn't work out and refund

the cost according to Store Policy.

• Ask the manager to handle the situation so the customer feels like a priority

regardless of the outcome.

• Figure out how to make the customer happy before he or she gets angry, and

the store loses the customer's business.

• Actively listen to the complaint, ask questions, and let the customer have input

into the solution.

A customer arrives to pick up a stereo from the repair department. The customer states that the repairs department called earlier to tell him the stereo was ready. 1 / 4

However, the stereo cannot be located. After 20 minutes the customer is angry.What should the associate do?

• Apologize and offer to locate and deliver the stereo.
• Refer the customer to a supervisor.
• Tell the customer you are sorry, the call was a mistake.
• Sell the customer a new stereo at a reduced price.
• Refer the customer to a supervisor.

Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?

• To make it easier to demonstrate and sell products.
• To warn customers about products that are difficult to assemble.
• To learn how to push slow-moving products and not lose a sale.
• To impress customers by demonstrating knowledge and expertise.
• To make it easier to demonstrate and sell products.

You are ringing up a customer's order when the customer notices that the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there's a sale sign and find that there is an old, expired sale sign in front of the product. Which of the following is the most appropriate course of action?

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• Remove the sale sign, apologize to the customer, and give the sale price to

the customer.

• Call your manager to remove the sale sign and handle the situation with the

customer.

• Explain to the customer that it is an expired sale sign, and she needs to pay the

higher price.

• Ask a coworker to finish ringing up the customer while you check to make sure

all the signs in the store are current.

• Remove the sale sign, apologize to the customer, and give the sale price to the

customer.

What is the MOST important information a sales associate should look for when studying the stores' competition?

• Flow of the competing store, including product displays and the location of

cash registers and service desks.

• Product details and specifications offered by the competing store, such as

brand, price, size and warranty.

• Product sale and sale timing information that the competing store places on

websites and in newspapers.

• Selling techniques and product demonstrations employed by sales associates at

the competing store.

• Product details and specifications offered by the competing store, such as

brand, price, size and warranty.

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What are the PRIMARY types of retail training for sales associates?

• Accounting procedures and stock management.
• Product knowledge and company procedures.
• Special orders and delivery scheduling.
• Vendor relationships in site locations.
• Product knowledge and company procedures.

A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?

• Offer the customer a refund or store credit.
• Test the customer's computer and determine whether there is a problem with

the feature.

• Give the customer a detailed explanation of how to use the feature.
• Tell the customer that there have been problems with this computer model

and that there may be a better one available.

• Test the customer's computer and determine whether there is a problem with

the feature.

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