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NRF Customer service exam study guide Latest Update Actual Exam from Credible Sources with 100 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor$20.49
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NRF Customer service exam study guide Latest Update Actual Exam from Credible Sources with 100 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor
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Course
NRF Customer service
Institution
NRF Customer Service
NRF Customer service exam study guide Latest Update Actual Exam from Credible Sources with 100 Questions and Verified Correct Answers Golden Ticket to Guaranteed A+ Verified by Professor
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%
,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:
, • 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
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