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NRF Customer service exam study guide
questions and answers 2025/2026 1.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 - answerGet 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 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 inow - answerYou finally located an item the customer asked for a while backs shopping somewhere else
3.Customer follow-up is always a good idea, no matter what the situation True or False - answerFalse 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 • 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 elsepermission from him to show the items you do have that meet his needs - answerGet
5.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 - answerHow she would like the situation solved 6.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 - answerMake some comment to indicate you have read it 7.If you don't have a warranty manual available or are unsure about a warrantyconsider is co-workers or your supervisor. answer, a resource to True or false - answerTrue 8.You should keep your client records up-to-date and notify customers of merchandise you know is ofinterest to them. True or False - answerTrue 9.When acting as a personal shopper, you should:
- Choose a wide selection of items from which the customer can choose • Ignore the customer's bad taste and choose the items that you think she should wear
- Selec10. t only items that fit her interest - answerSelect only items that fit her interest 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"
- Encourages customers to return items more frequently
- Limits the profit on some items - answerShows a professionalism that builds customer loyalty 16.When giving service to a person with developmental disabilities, it may be helpful to explain complextasks one step at a time. True or False - answerTrue
17.You should allow customers with disabilities to express their own needs and limits; your job is toaccommodate those needs and make shopping a positive experience. True or False - answerTrue 18.Keeping records of customer complaints and the methods used to resolve them will help you resolvesimilar situations in the future. True or False - answerTrue
19.If a customer walks directly to an item, this may indicate that he:
- Knows what he wants and would probably appreciate quick, efficient service • Just wants to look at the item and has no interest in buying - answerKnows what he wants and would probably appreciate quick, efficient service 20.As a sales associate, you can help build trust by making sure customers understand and benefit fromthe product warranties. True or False - answerTrue
21.When using the T.H.A.N.K.S. method, "K" stands for:
- "Keep asking what the customer wants, even when the solution is obvious to you"
- "Know when to give in to the customer's demands" • "Know a solution if the customer does not suggest one"
- "Keep the customer from asking for a refund"suggest one" - answer"Know a solution if the customer does not
22.If your store does not offer the particular product of service the customer is looking for, your firstoption should always be to:
- Suggest alternatives that your store does carry • Inform him of the drawbacks of the product he is seeking
- Convince the customer he doesn't need it anyway • Immediately refer him to a competitor - answerSuggest alternatives that your store does carry
23.When working with customers with disabilities be sure to take your time, be patient, and:
- When you can, make decisions for the customer
- Let the customer help you understand his needs • Speak loudly, using a lot of hand gestures - answerLet the customer help you understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to yourstore are:
- An enjoyable atmosphere and super service • Sales associates who look snazzy and take turns helping customers
- Free coffee and doughnuts, and a clean restroom service - answer• An enjoyable atmosphere and super
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem toyour attention." True or False - answerTrue
If an appliance or computer is being shipped, you might call the customer to be certain it was deliveredon time and in good condition and:
- If the customer really liked the deal you gave im
- If the customer has any friends that might like the item
- One-third
- Two • One-thirds-fourth - answerTwo-thirds
Keeping records about customer preferences:
- Can help you provide more personalized service to returning customers
- Will make customers suspicious of your ability to remember details • Requires an expensive computer system - answer• Can help you provide more personalized service to returning customers Referring a customer to a competitor will likely result in:
- Th • The customer never returning to your storee customer seeking you out for future needs
- A lost sales opportunity for you • None of the above - answerNone of the above
When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuseyourself if another customer comes in." True or False - answerFalse
Which of the following steps will help you keep commitments to customers?
- Promising customers you will find the items they request • Calling customers back only when you can find the requested item or information
- Immediately stopping whatever you're doing to take care of phone customer requests • Calling customers back in a timely manner - answerCalling customers back in a timely manner
Three ways to create a positive impression of you an the store include: Complimenting the customer'staste; assuring the customer that he is the expert; and:
- Stating that the products in your store are far better than those in other stores • Suggesting that he buy "top of the line" products
- Indicating that based on your professional product knowledge, you feel his purchases are worthwhile answerIndicating that based on your professional product knowledge, you feel his purchases are - worthwhile If your company does not have a manual that describes all the major product warranties, you should:
- Decide on a general, neutral comment you can make if customers ask you about a warranty • Avoid talking about warranties with your customers
- Create yo answerCreate your own by making copies of the various product warranties and related informationur own by making copies of the various product warranties and related information -
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 - answerAcknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him Projecting a professional and friendly image includes:
- Behavi • Dressing in expensive, professional looking clothingng in an alert and courteous manner
- Standing behind your cash register and waiting for the customer to come to you • Shaking the hand of each customer - answerBehaving in an alert and courteous manner
- 45% - answer45% When providing a service to customers with disabilities, you usually should not provide physicalassistance unless it has been requested. True or False - answerTrue
When your customer asks you to make an exception to the company policy regarding warranties, youshould probably:
- Make the exception, but only if the customer promises to make additional purchases • Check with your immediate supervisor or manager
- Tell him you do not make exceptions - answerCheck with your immediate supervisor or manager As a customer service professional, the best way for you to remember your regular customers' interestsis to keep a written record of the vital information. True or False - answerTrue
If you find yourself having to resolve a very difficult issue, you may want to:
- Get help from a more senior employee
- Ask the customer to come back another time • Tell the customer that he is being unreasonable - answerGet help from a more senior employee
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 - answerCan add interest and challenge to your job
The company's return policy is clearly displayed, it is not necessary to mention it to the customer at thetime of the sale.
- True or False - answerFalse If you schedule a personal shopping appointment with a customer, it would be a good idea to:
- Call and confirm the appointment the day before • Set aside some items you think the customer will be interested in
- Keep your appointment book with you at all times so you don't double • All of the above - answerAll of the above -book yourself
To assist your customers in a personal way, you should become familiar with:
- Resources in and near your store
- Their relatives, special friends, and loved ones • Entertainment centers and movie theaters in the district - answerResources in and near your store
When using the T.H.A.N.K.S. method, "S" stands for "Solve the problem, or find someone who can." Trueor False - answerTrue
Your manager should warn you in advance if you will be giving service to a customer with significantdisabilities. True or False - answerFalse
If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure youcontact the customer on the first try. True or False - answerFalse
Which of the following are acceptable ways to ask a customer's permission to provide alternatives?
- We don't carry that • Is that the only brand you were interested in? specific brand, but may I suggest...
- Is ther anything else you were looking for?
- An excuse for the product's failure
- A cup of coffee • Service with a smile - answerService with a smile
The best way to talk to a new customer is to:
- Flatter her--tell her she has taste and looks great
- Interacct as if you are • Convince her that you know what is best for her to buy old friends
- Match what you say and your tone of voice to her personalitytone of voice to her personality - answerMatch what you say and your
It's a good idea to offer customers several of your business cards and ask them to hand them out totheir friends. True or False - answerFalse When fitting the products to the customer, you should:
- Ask questions that will help her define the right fit
- Correct her if she tells you the wrong size - answerAsk questions that will help her define the right fit Creating customer loyalty is rewarding for:
- The store • The sales associate
- The customer • All of the above - answerAll of the above
If the customer isn't shopping alone, you can include the rest of the party by:
- Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave themselves while their parent makes this important decision - answerso on Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and
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 talkcustomer how he would like to communicate - answerAsk the
You can best determine the customer's needs by gathering information through careful observation andby:
- Telling the customer everything you know about your products • Asking the customer thoughtful questions
- Deciding the type of products you think the customer should buythoughtful questions - answerAsking the customer
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business cardattached. True or False - answerTrue
Small kindnesses to your customers may include:
- Letting the customer make a local call to verify appropriatene • Consolidating many small packages into one large shopping bagss or preference
- Bringing merchandise to an older or disabled customer while he sits down
One of the most important skills in being a personal shopper is to:
- Always guess correctly at what the customer wants • Listen carefully for clues about the customer's preferences
- Convince customers to follopreferences w your advice - answerListen carefully for clues about the customer's
Your ultimate goal as a sales associate is to:
- Satisfy the customer
- Provide service to as many customers as you can • Meet your quota each month - answerSatisfy the customer
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 - answerKeep the customer coming back
Even if your company's return policy restricts what you can do for the customer, you should:
- Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it
- Do what the customer asks; management will have to support your decision
- Consider alternatives, such as offering a discount coupon or a free samplealternatives, such as offering a discount coupon or a free sample - answerConsider
Which of the following statements best describes why a client record system is called a "living" record?
- You will spend more time maintaining your records than you do actually serving customers
- It should be accessible to anyone who wants to read it • You should constantly refer to it and update it with new information - answerYou should constantly refer to it and update it with new information As a sales associate, you can influence a shopper's decision to return to your store by making shopping amore enjoyable experience. True or False - answerTrue
When balancing service between phone customers and those you may already be helping in the store,you should:
- Excuse yourself courteously from your in the phone -store customer saying that you'll be right back and answer
- Move your in • Tell your in-store customer that you need to get the phone and she should look around for awhile --store customer over by the phone and help both customers at the same time answer answerExcuse yourself courteously from your in-store customer saying that you'll be right back and the phone
If a customer becomes abusive, you should probably:
- Tell him he is being abusive and call security
- Refund his money immediately • Contact your manager - answerContact your manager
When customers enlist you as their personal shopper, they probably should expect:
- To save time and effort looking for items themselves
- Several discounts • You to be available at all times - answerTo save time and effort looking for items themselves
The warranty is an excellent tool for you to use to:
It is appropriate to call the competition to make sure they carry the item the customer is looking for.True or False - answerTrue
Which of the following might be acceptable techniques for directing a customer to the Customer Servicedepartment?
- "Custoyou. but I can't leave this area unattended at the moment."mer service is on the third floor; take the elevator and turn right when you get off. I'd go with
- "You'll have to take this to Customer Service; I can't help you here." • "Someone in Customer Service can help you with that; I'll show you the way."
- A and C - answerA and C You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilitiesas a child. True or False - answerTrue
Which of the following items would NOT be an appropriate finishing touch to your service?
- Send a postcard thanking the customer for letting you help him select a gift for his wife
- Send a handwritten note thanking the customer for his business • Call the customer to make sure he is satisfied with his purchase
- Give the customer your business card and encourage him to return to the store • Remember the customer's name and use it when he comes in again - answerSend a postcard thanking the customer for letting you help him select a gift for his wife By becoming an expert at special orders, you may benefit by:
- 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 - answerAll of the above If your company does not supply business cards, you should:
- Tell the customer that the company is too cheap to give you business cards
- Tell customers that they can find the store number in the phone directory • Check to make sure creating your own will not violate company policy
- Tell customers your name and phone number and offer them a pen to write it downmake sure creating your own will not violate company policy - answerCheck to
Once you have sent the product out for repair or ordered a replacement, your work is finished. True orFalse - answerFalse
You should explain all warranty conditions to your customer at the time of purchase. True or False - answerTrue
Any personal information a customer gives you becomes public knowledge and you may share it withother sales associates. True or False - answerFalse
