NRF Customer service exam study guide, Complete solutions
Question: What is a good reason for creating an opening for
discussion with a customer?
Correct answer: Get to know what the customer wants
Question: Which of the following are appropriate reasons for
following up with a customer?
Correct answer: You finally located an item the customer
asked for a while back
Question: Is customer follow-up always a good idea, no
matter what the situation?
Correct answer: False
Question: How would you handle a situation where a
customer wants a brand that you don't carry?
Correct answer: Get permission from him to show the items
you do have that meet his needs
Question: When a customer presents you with a problem,
what should you ask her?
Correct answer: How she would like the situation solved
Question: What does showing respect for a customer's
business card mean?
Correct answer: Make some comment to indicate you have
read it
Question: If you don't have a warranty manual available or
are unsure about a warranty answer, is it appropriate to consult co-workers or your supervisor?
Correct answer: True
Question: Should you keep your client records up-to-date and
notify customers of merchandise you know is of interest to them?
Correct answer: True
Question: When acting as a personal shopper, what should
you do?
Correct answer: Select only items that fit her interest
Question: To keep the lines of communication open, what is
the best type of question to ask?
Correct answer: Begin with who, what, where, when, how, or
why
Question: Should you record basic information to stay in
touch with customers and specific information about their purchases and preferences?
Correct answer: True
Question: What should you do in the first few seconds after
noticing a customer's arrival to build a relationship?
Correct answer: Greet the customer and make him feel
welcome
Question: Do most customers respond favorably to the hard
sell technique because it shows your belief in the product?
Correct answer: False
Question: Which of the following are good reasons to ask
customers for their business cards?
Correct answer: When customers show interest in an
upcoming event and you offer to remind them
Question: How does showing the customer that you and your
store stand behind the products and services you sell impact the customer?
Correct answer: Shows a professionalism that builds customer
loyalty
Question: Is it helpful to explain complex tasks one step at a
time when giving service to a person with developmental disabilities?