1 NRF Customer service exam study guide / Questions & Expertly Verified Answers, 2025
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Quiz____?
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
Quiz____?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
Quiz____?Customer follow-up is always a good idea, no matter what the situation 1 / 4
2 True or False - Answer✓✓ False
Quiz____?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
Quiz____?
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
Quiz____? 2 / 4
3
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
Quiz____?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.True or false - Answer✓✓ True
Quiz____?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
Quiz____?
When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose 3 / 4
4 • 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
Quiz____?
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" • Are structured to save the customer's time • Begin with who, what, where, when, how, or why - Answer✓✓ Begin with who, what, where, when, how, or why
Quiz____?You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.True or False - Answer✓✓ True
Quiz____?It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
- / 4