NRF Customer service exam study guide with Answers
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Course
NRF Customer service
Institution
NRF Customer Service
NRF Customer service exam study guide with Answers
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
2. Which of the following are...
NRF Customer service exam study guide with Answers
1. A good reason for creating an opening for discussion Get to know
is to: what the customer
wants
• Break down the customer's sales resistance
• Convince the customer how much you know about
the product
• Get to know what the customer wants
2. Which of the following are appropriate reasons for You finally located
following up with a customer? an item the cus-
tomer asked for a
• You are curious whether a gift your customer pur- while back
chased 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 is shopping somewhere else now
3. Customer follow-up is always a good idea, no matter False
what the situation
True or False
4. How would you handle a situation where a customer Get permission
wants a brand that you don't carry? from him to show
the items you do
• Convince him that your brands are better have that meet his
• Get permission from him to show the items you do needs
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 else
5. When the customer presents you with a problem, you
should ask her:
,NRF Customer service exam study guide with Answers
How she would
• How she would like the situation solved like the situation
• If she stops at your store on a regular basis solved
• Who is at fault in the situation
6. Showing respect for a customer's business card Make some com-
means you should: ment to indicate
you have read it
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it
7. If you don't have a warranty manual available or are True
unsure about a warranty answer, a resource to con-
sider is co-workers or your supervisor.
True or false
8. You should keep your client records up-to-date and True
notify customers of merchandise you know is of in-
terest to them.
True or False
9. When acting as a personal shopper, you should: Select only items
that fit her interest
• 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
• Select only items that fit her interest
10. To keep the lines of communication open, the best Begin with who,
question to ask: what, where,
when, how, or why
• 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"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why
, NRF Customer service exam study guide with Answers
11. You should record basic information that allows you True
to stay in touch with customers and specific informa-
tion that reminds you of their purchases and prefer-
ences.
True or False
12. It is important to build a relationship with your cus- Greet the cus-
tomer. In the first few seconds after you notice the tomer and make
customer's arrival, you should: him feel welcome
• Find your sales book and get it ready for your next
sale
• Make sure your clothes are neat and you look pro-
fessional
• Tidy up the product display before showing it to the
customer
• Greet the customer and make him feel welcome
13. Most customers respond favorably to the hard sell False
technique because it shows them your belief in the
product. True or False
14. Which of the following are good reasons to ask cus- When customers
tomers for their business cards? show interest in an
upcoming event
• So you can build up your client records with names and you offer to re-
of potential customers mind them
• So you can claim these customers as your own and
keep co-workers from making sales to them
• To learn more about them so you can suggest items
that you think they can afford
• When customers show interest in an upcoming
event and you offer to remind them
15. Showing the customer that you and your store stand Shows a pro-
behind the products and services you sell: fessionalism that
builds customer
• Shows a professionalism that builds customer loy- loyalty
alty
• Encourages customers to return items more fre-
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