NRF Customer service exam study guide Latest Update 2024-2025 Actual Exam from Credible Sources with 100 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor
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 - CORRECT ANSWER: Get to know what the
customer wants
A new customer comes into your department, but you are helping another customer.
You should:
• Focus all your attention on your current customer • Let the new customer wait his turn until you have completed your current sale • Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him • Help the customer who looks like he will spend the most money - CORRECT
ANSWER: Acknowledge the new customer's presence with eye contact and/or a brief
comment that you'll be right with him
According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?
• 25%
• 32%
• 45% - CORRECT ANSWER: 45% 1 / 3
Acting as a personal shopper:
• Can add interest and challenge to your job • Should be avoided since it takes you away from other customers • Does not require any special skills or talents - CORRECT ANSWER: Can add interest and challenge to your job
Any personal information a customer gives you becomes public knowledge and you
may share it with other sales associates. True or False - CORRECT ANSWER: False
As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information. True or False -
CORRECT ANSWER: True
As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties. True or False - CORRECT ANSWER: True
As a sales associate, you can influence a shopper's decision to return to your store by
making shopping a more enjoyable experience. True or False - CORRECT ANSWER:
True
As a sales associate, your goal is to:
• Decide who's right or wrong • Keep the returns to a minimum
• Keep the customer coming back - CORRECT ANSWER: Keep the customer coming
back
By becoming an expert at special orders, you may benefit by:
- / 3
• Learning more about the products you sell • Learning more about customer needs and interests • Getting to know people in other departments
• All of the above - CORRECT ANSWER: All of the above
Communication is important! When providing service to a person who is hearing
impaired, you should:
• Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers?• Ask the customer how he would like to communicate • Speak as loudly as you can. speak clearly, and stand very close to his ear while you
talk - CORRECT ANSWER: Ask the customer how he would like to communicate
Creating customer loyalty is rewarding for:
• The store • The sales associate • The customer
• All of the above - CORRECT ANSWER: All of the above
Customer complaints should be welcomed because they provide an opportunity to:
• Do something different for a change • Get customers back to the store so they'll buy more • Learn about problems so improvements can be made • Learn who the potential "problem customers" are - CORRECT ANSWER: Learn about problems so improvements can be made
Customer follow-up is always a good idea, no matter what the situation
- / 3