NRF CUSTOMER SERVICE – NEW EXAM
TEST WITH COMPLETE SOLUTIONS
Horizon belectronics bis blaunching ba bnew bali-in-one bproduct. bThe bproduct bcan bbe bused bto bplay
bmusic, bwatch bmovies, bcheck bemail, band bmake bphone bcalls. bBecause bthere bare bso bmany
bfeatures, byou bknow bthere bwill bbe bmany bquestions. bYour bcompany bis badvertising ba bsale bon bthe
bproduct, bhoping bthat bcustomers bwill bbuy bit bfrom byour bstore brather bth~ bonline bor bat ba
bcompetitor's bstore. bHow bshould byou bprepare bfor bthe blarge bamount bof bclients basking babout bthis
bproduct? b- b bcorrect banswer- bTest bthe bitem bon bdisplay bmaking bsure byou bcan bexplain bhow bto
buse beach bfeature.
bYou bare bringing bup ba bcustomer's border bwhen bthe bcustomer bnotices bthat bthe bprice bon bone bof
bthe bproducts brings bup bincorrectly. bThe bcustomer bstates bthat bthere bwas ba bsale bsign bin bfront bof
bthe bproduct. bYou bcheck band bfind bthat bthere bis ban bold, bexpired bsale bsign bin bfront bof bthe
bproduct. bWhich bof bthe bfollowing bis bthe bMOST bappropriate bcourse bof baction? b- b bcorrect
banswer- bRemove bthe bsale bsign, bapologize bto bthe bcustomer, band ballow bher bto bpurchase bthe
bitem bat bthe bsale bprice.
bWhich banswer bBEST bdescribes bwhen ba bsales bassociate bknows ball bof bthe binformation bneeded bto
bsuccessfully bsell ba bproduct bin bthe bstore? b- b bcorrect banswer- bThe bsales bassociate bcan
, bconfidently band bintelligently banswer ball bof bthe bcustomer's bquestions babout ba bproduct band
bsolve broutine bproblems bwith bthe bproduct
bA bsales bassociate bin ba bgarden bcenter bis bringing bup ba bcustomer bwho bis bbuying bseveral bhouse
bplants. bHow bcan ba bsales bassociate bBEST binform bthe bcustomer babout brelated bproducts? b- b
bcorrect banswer- bAsk bthe bcustomer bquestions bthat bprompt bhim bto bthink bof bitems bhe bmay bneed
bWhich breason bBEST bexplains bwhy ba bsales bassociate bshould bgain bhands-on bknowledge bof ba
bstore's bproducts? b- b bcorrect banswer- bIt bis bthe bbest bway bto blearn band bremember bproduct
bfeatures bso bthey bcan bbe bexplained bto bthe bcustomers.
bA bchild bruns binto ba bpet bshop band bgoes bover bto bthe bcage bof ban b$8oo bpuppy. bThe bchild bsays
b"Mommy, bI bwant bthis bone!" bWhat bshould bthe bassociate bdo bnext? b- b bcorrect banswer- bSmile bat
bthe bchild band bask bthe bmother babout bher bpreferences band bbudget.
bA bcashier bnotices bthat bthe bline bof bcustomers bwaiting bto bcheck bout bis bquickly bgrowing. bThe
bcashier bshould: b- b bcorrect banswer- bAcknowledge bthe bcustomers bin bline band bcall bfor bassistance.
bHow bcan ba bsales bassociate bBEST buse bthe bdata bin ba bcustomer brelationship bmanagement bsystem
b(CRM) bto bimprove bcustomer bsatisfaction? b- b bcorrect banswer- bEmail bcustomers bto balert bthem bof
bsales bon btheir bfavorite bbrands.
bA bclient bpurchased ba bbarbecue bgrill bat ba bstore, bloaded binto bhis bcar, band btook bit bhome. bWhen
bhe bopened bthe bbox bto bassemble bthe bgrill, bthe binstructions bwere bmissing. bThe bcustomer
breturns bto bthe bstore bvery bupset. bWhat bshould bthe bsales bassociate bdo bto bsatisfy bthe bcustomer?
b- b bcorrect banswer- bListen bto bthe bcustomer, bassure bhim bthat byou bunderstand bhis bfrustration,
band bask bif bhe bwould bbe bsatisfied bwith byou blocating banother bset bof binstructions.
bA bsales bassociate bis bhelping ba bcustomer bwith ba bnew bsweater bthat bjust barrived. bThe bcustomer
basks babout bthe bproper bcare binstructions. bWhat bshould bthe bsales bassociate bdo? b- b bcorrect
banswer- bCheck bthe bcare blabel bin bthe bsweater band badvise bthe bcustomer.
TEST WITH COMPLETE SOLUTIONS
Horizon belectronics bis blaunching ba bnew bali-in-one bproduct. bThe bproduct bcan bbe bused bto bplay
bmusic, bwatch bmovies, bcheck bemail, band bmake bphone bcalls. bBecause bthere bare bso bmany
bfeatures, byou bknow bthere bwill bbe bmany bquestions. bYour bcompany bis badvertising ba bsale bon bthe
bproduct, bhoping bthat bcustomers bwill bbuy bit bfrom byour bstore brather bth~ bonline bor bat ba
bcompetitor's bstore. bHow bshould byou bprepare bfor bthe blarge bamount bof bclients basking babout bthis
bproduct? b- b bcorrect banswer- bTest bthe bitem bon bdisplay bmaking bsure byou bcan bexplain bhow bto
buse beach bfeature.
bYou bare bringing bup ba bcustomer's border bwhen bthe bcustomer bnotices bthat bthe bprice bon bone bof
bthe bproducts brings bup bincorrectly. bThe bcustomer bstates bthat bthere bwas ba bsale bsign bin bfront bof
bthe bproduct. bYou bcheck band bfind bthat bthere bis ban bold, bexpired bsale bsign bin bfront bof bthe
bproduct. bWhich bof bthe bfollowing bis bthe bMOST bappropriate bcourse bof baction? b- b bcorrect
banswer- bRemove bthe bsale bsign, bapologize bto bthe bcustomer, band ballow bher bto bpurchase bthe
bitem bat bthe bsale bprice.
bWhich banswer bBEST bdescribes bwhen ba bsales bassociate bknows ball bof bthe binformation bneeded bto
bsuccessfully bsell ba bproduct bin bthe bstore? b- b bcorrect banswer- bThe bsales bassociate bcan
, bconfidently band bintelligently banswer ball bof bthe bcustomer's bquestions babout ba bproduct band
bsolve broutine bproblems bwith bthe bproduct
bA bsales bassociate bin ba bgarden bcenter bis bringing bup ba bcustomer bwho bis bbuying bseveral bhouse
bplants. bHow bcan ba bsales bassociate bBEST binform bthe bcustomer babout brelated bproducts? b- b
bcorrect banswer- bAsk bthe bcustomer bquestions bthat bprompt bhim bto bthink bof bitems bhe bmay bneed
bWhich breason bBEST bexplains bwhy ba bsales bassociate bshould bgain bhands-on bknowledge bof ba
bstore's bproducts? b- b bcorrect banswer- bIt bis bthe bbest bway bto blearn band bremember bproduct
bfeatures bso bthey bcan bbe bexplained bto bthe bcustomers.
bA bchild bruns binto ba bpet bshop band bgoes bover bto bthe bcage bof ban b$8oo bpuppy. bThe bchild bsays
b"Mommy, bI bwant bthis bone!" bWhat bshould bthe bassociate bdo bnext? b- b bcorrect banswer- bSmile bat
bthe bchild band bask bthe bmother babout bher bpreferences band bbudget.
bA bcashier bnotices bthat bthe bline bof bcustomers bwaiting bto bcheck bout bis bquickly bgrowing. bThe
bcashier bshould: b- b bcorrect banswer- bAcknowledge bthe bcustomers bin bline band bcall bfor bassistance.
bHow bcan ba bsales bassociate bBEST buse bthe bdata bin ba bcustomer brelationship bmanagement bsystem
b(CRM) bto bimprove bcustomer bsatisfaction? b- b bcorrect banswer- bEmail bcustomers bto balert bthem bof
bsales bon btheir bfavorite bbrands.
bA bclient bpurchased ba bbarbecue bgrill bat ba bstore, bloaded binto bhis bcar, band btook bit bhome. bWhen
bhe bopened bthe bbox bto bassemble bthe bgrill, bthe binstructions bwere bmissing. bThe bcustomer
breturns bto bthe bstore bvery bupset. bWhat bshould bthe bsales bassociate bdo bto bsatisfy bthe bcustomer?
b- b bcorrect banswer- bListen bto bthe bcustomer, bassure bhim bthat byou bunderstand bhis bfrustration,
band bask bif bhe bwould bbe bsatisfied bwith byou blocating banother bset bof binstructions.
bA bsales bassociate bis bhelping ba bcustomer bwith ba bnew bsweater bthat bjust barrived. bThe bcustomer
basks babout bthe bproper bcare binstructions. bWhat bshould bthe bsales bassociate bdo? b- b bcorrect
banswer- bCheck bthe bcare blabel bin bthe bsweater band badvise bthe bcustomer.
