NRF CUSTOMER SERVICE EXAM
STUDY GUIDE QUESTIONS WITH
ACTUAL SOLUTIONS!!
A mmgood mmreason mmfor mmcreating mman mmopening mmfor mmdiscussion mmis mmto:
• mmBreak mmdown mmthe mmcustomer's mmsales mmresistance
• mmConvince mmthe mmcustomer mmhow mmmuch mmyou mmknow mmabout mmthe mmproduct
• mmGet mmto mmknow mmwhat mmthe mmcustomer mmwants mm- mmAnswer mmGet mmto
mmknow mmwhat mmthe mmcustomer mmwants
Which mmof mmthe mmfollowing mmare mmappropriate mmreasons mmfor mmfollowing mmup
mmwith mma mmcustomer?
• mmYou mmare mmcurious mmwhether mma mmgift mmyour mmcustomer mmpurchased mmwas
mmwell mmreceived
• mmYou mmfinally mmlocated mman mmitem mmthe mmcustomer mmasked mmfor mma mmwhile
mmback mm
• mmYou mmwant mmto mmknow mmwhy mma mmcustomer mmdid mmnot mmmake mmit mmin mmfor
mma mmspecial mmsale
• mmYou mmhaven't mmseen mmthe mmcustomer mmin mma mmlong mmtime mmand mmare
mmwondering mmif mmshe mmis mmshopping mmsomewhere mmelse mmnow mm- mmAnswer
mmYou mmfinally mmlocated mman mmitem mmthe mmcustomer mmasked mmfor mma mmwhile
mmback
Customer mmfollow-up mmis mmalways mma mmgood mmidea, mmno mmmatter mmwhat mmthe
mmsituation
True mmor mmFalse mm- mmAnswer mmFalse
How mmwould mmyou mmhandle mma mmsituation mmwhere mma mmcustomer mmwants mma
mmbrand mmthat mmyou mmdon't mmcarry? mm
• mmConvince mmhim mmthat mmyour mmbrands mmare mmbetter
• mmGet mmpermission mmfrom mmhim mmto mmshow mmthe mmitems mmyou mmdo mmhave
mmthat mmmeet mmhis mmneeds mm
• mmTell mmhim mmthat mmhe mmwon't mmfind mmanything mmbetter mmthan mmwhat mmyou
mmhave
,• mmSmile mmand mmlisten mmpolitely, mmbut mmdon't mmtell mmhim mmyou mmdon't mmhave
mmhis mmbrand; mmshow mmhim mmyour mmitems mmanyway
• mmTell mmhim mmyou mmdon't mmcarry mmthat mmbrand mmthen mmexcuse mmyourself mmto
mmserve mmsomeone mmelse mm- mmAnswer mmGet mmpermission mmfrom mmhim mmto
mmshow mmthe mmitems mmyou mmdo mmhave mmthat mmmeet mmhis mmneeds
When mmthe mmcustomer mmpresents mmyou mmwith mma mmproblem, mmyou mmshould mmask
mmher:
• mmHow mmshe mmwould mmlike mmthe mmsituation mmsolved mm
• mmIf mmshe mmstops mmat mmyour mmstore mmon mma mmregular mmbasis
• mmWho mmis mmat mmfault mmin mmthe mmsituation mm- mmAnswer mmHow mmshe mmwould
mmlike mmthe mmsituation mmsolved
Showing mmrespect mmfor mma mmcustomer's mmbusiness mmcard mmmeans mmyou
mmshould:
• mmPut mmit mmin mmyour mmpurse mmor mmwallet mmfor mmsafe mmkeeping
• mmMake mmsome mmcomment mmto mmindicate mmyou mmhave mmread mmit mm
• mmNever mmwrite mmon mmit mm- mmAnswer mmMake mmsome mmcomment mmto mmindicate
mmyou mmhave mmread mmit
If mmyou mmdon't mmhave mma mmwarranty mmmanual mmavailable mmor mmare mmunsure
mmabout mma mmwarranty mmanswer, mma mmresource mmto mmconsider mmis mmco-workers
mmor mmyour mmsupervisor.
True mmor mmfalse mm- mmAnswer mmTrue
You mmshould mmkeep mmyour mmclient mmrecords mmup-to-date mmand mmnotify
mmcustomers mmof mmmerchandise mmyou mmknow mmis mmof mminterest mmto mmthem.
True mmor mmFalse mm- mmAnswer mmTrue
When mmacting mmas mma mmpersonal mmshopper, mmyou mmshould:
• mmChoose mma mmwide mmselection mmof mmitems mmfrom mmwhich mmthe mmcustomer
mmcan mmchoose mm
• mmIgnore mmthe mmcustomer's mmbad mmtaste mmand mmchoose mmthe mmitems mmthat
mmyou mmthink mmshe mmshould mmwear
• mmSelect mmonly mmitems mmthat mmfit mmher mminterest mm- mmAnswer mmSelect mmonly
mmitems mmthat mmfit mmher mminterest
To mmkeep mmthe mmlines mmof mmcommunication mmopen, mmthe mmbest mmquestion mmto
mmask:
• mmAre mmthe mmones mmthat mmare mmable mmto mmdirect mmthe mmcustomer mmto mma
mmdecision
, • mmAre mmthe mmones mmthat mmcan mmbe mmquickly mmanswered mmwith mma mm"yes" mmor
mma mm"no"
• mmAre mmstructured mmto mmsave mmthe mmcustomer's mmtime
• mmBegin mmwith mmwho, mmwhat, mmwhere, mmwhen, mmhow, mmor mmwhy mm- mmAnswer
mmBegin mmwith mmwho, mmwhat, mmwhere, mmwhen, mmhow, mmor mmwhy
You mmshould mmrecord mmbasic mminformation mmthat mmallows mmyou mmto mmstay mmin
mmtouch mmwith mmcustomers mmand mmspecific mminformation mmthat mmreminds mmyou
mmof mmtheir mmpurchases mmand mmpreferences.
True mmor mmFalse mm- mmAnswer mmTrue
It mmis mmimportant mmto mmbuild mma mmrelationship mmwith mmyour mmcustomer. mmIn mmthe
mmfirst mmfew mmseconds mmafter mmyou mmnotice mmthe mmcustomer's mmarrival, mmyou
mmshould:
• mmFind mmyour mmsales mmbook mmand mmget mmit mmready mmfor mmyour mmnext mmsale
• mmMake mmsure mmyour mmclothes mmare mmneat mmand mmyou mmlook mmprofessional
• mmTidy mmup mmthe mmproduct mmdisplay mmbefore mmshowing mmit mmto mmthe mmcustomer
• mmGreet mmthe mmcustomer mmand mmmake mmhim mmfeel mmwelcome mm- mmAnswer
mmGreet mmthe mmcustomer mmand mmmake mmhim mmfeel mmwelcome
Most mmcustomers mmrespond mmfavorably mmto mmthe mmhard mmsell mmtechnique
mmbecause mmit mmshows mmthem mmyour mmbelief mmin mmthe mmproduct. mmTrue mmor
mmFalse mm- mmAnswer mmFalse
Which mmof mmthe mmfollowing mmare mmgood mmreasons mmto mmask mmcustomers mmfor
mmtheir mmbusiness mmcards?
• mmSo mmyou mmcan mmbuild mmup mmyour mmclient mmrecords mmwith mmnames mmof
mmpotential mmcustomers mm
• mmSo mmyou mmcan mmclaim mmthese mmcustomers mmas mmyour mmown mmand mmkeep
mmco-workers mmfrom mmmaking mmsales mmto mmthem
• mmTo mmlearn mmmore mmabout mmthem mmso mmyou mmcan mmsuggest mmitems mmthat
mmyou mmthink mmthey mmcan mmafford
• mmWhen mmcustomers mmshow mminterest mmin mman mmupcoming mmevent mmand mmyou
mmoffer mmto mmremind mmthem mm- mmAnswer mmWhen mmcustomers mmshow mminterest
mmin mman mmupcoming mmevent mmand mmyou mmoffer mmto mmremind mmthem
Showing mmthe mmcustomer mmthat mmyou mmand mmyour mmstore mmstand mmbehind mmthe
mmproducts mmand mmservices mmyou mmsell:
• mmShows mma mmprofessionalism mmthat mmbuilds mmcustomer mmloyalty mm
• mmEncourages mmcustomers mmto mmreturn mmitems mmmore mmfrequently
• mmLimits mmthe mmprofit mmon mmsome mmitems mm- mmAnswer mmShows mma
mmprofessionalism mmthat mmbuilds mmcustomer mmloyalty
STUDY GUIDE QUESTIONS WITH
ACTUAL SOLUTIONS!!
A mmgood mmreason mmfor mmcreating mman mmopening mmfor mmdiscussion mmis mmto:
• mmBreak mmdown mmthe mmcustomer's mmsales mmresistance
• mmConvince mmthe mmcustomer mmhow mmmuch mmyou mmknow mmabout mmthe mmproduct
• mmGet mmto mmknow mmwhat mmthe mmcustomer mmwants mm- mmAnswer mmGet mmto
mmknow mmwhat mmthe mmcustomer mmwants
Which mmof mmthe mmfollowing mmare mmappropriate mmreasons mmfor mmfollowing mmup
mmwith mma mmcustomer?
• mmYou mmare mmcurious mmwhether mma mmgift mmyour mmcustomer mmpurchased mmwas
mmwell mmreceived
• mmYou mmfinally mmlocated mman mmitem mmthe mmcustomer mmasked mmfor mma mmwhile
mmback mm
• mmYou mmwant mmto mmknow mmwhy mma mmcustomer mmdid mmnot mmmake mmit mmin mmfor
mma mmspecial mmsale
• mmYou mmhaven't mmseen mmthe mmcustomer mmin mma mmlong mmtime mmand mmare
mmwondering mmif mmshe mmis mmshopping mmsomewhere mmelse mmnow mm- mmAnswer
mmYou mmfinally mmlocated mman mmitem mmthe mmcustomer mmasked mmfor mma mmwhile
mmback
Customer mmfollow-up mmis mmalways mma mmgood mmidea, mmno mmmatter mmwhat mmthe
mmsituation
True mmor mmFalse mm- mmAnswer mmFalse
How mmwould mmyou mmhandle mma mmsituation mmwhere mma mmcustomer mmwants mma
mmbrand mmthat mmyou mmdon't mmcarry? mm
• mmConvince mmhim mmthat mmyour mmbrands mmare mmbetter
• mmGet mmpermission mmfrom mmhim mmto mmshow mmthe mmitems mmyou mmdo mmhave
mmthat mmmeet mmhis mmneeds mm
• mmTell mmhim mmthat mmhe mmwon't mmfind mmanything mmbetter mmthan mmwhat mmyou
mmhave
,• mmSmile mmand mmlisten mmpolitely, mmbut mmdon't mmtell mmhim mmyou mmdon't mmhave
mmhis mmbrand; mmshow mmhim mmyour mmitems mmanyway
• mmTell mmhim mmyou mmdon't mmcarry mmthat mmbrand mmthen mmexcuse mmyourself mmto
mmserve mmsomeone mmelse mm- mmAnswer mmGet mmpermission mmfrom mmhim mmto
mmshow mmthe mmitems mmyou mmdo mmhave mmthat mmmeet mmhis mmneeds
When mmthe mmcustomer mmpresents mmyou mmwith mma mmproblem, mmyou mmshould mmask
mmher:
• mmHow mmshe mmwould mmlike mmthe mmsituation mmsolved mm
• mmIf mmshe mmstops mmat mmyour mmstore mmon mma mmregular mmbasis
• mmWho mmis mmat mmfault mmin mmthe mmsituation mm- mmAnswer mmHow mmshe mmwould
mmlike mmthe mmsituation mmsolved
Showing mmrespect mmfor mma mmcustomer's mmbusiness mmcard mmmeans mmyou
mmshould:
• mmPut mmit mmin mmyour mmpurse mmor mmwallet mmfor mmsafe mmkeeping
• mmMake mmsome mmcomment mmto mmindicate mmyou mmhave mmread mmit mm
• mmNever mmwrite mmon mmit mm- mmAnswer mmMake mmsome mmcomment mmto mmindicate
mmyou mmhave mmread mmit
If mmyou mmdon't mmhave mma mmwarranty mmmanual mmavailable mmor mmare mmunsure
mmabout mma mmwarranty mmanswer, mma mmresource mmto mmconsider mmis mmco-workers
mmor mmyour mmsupervisor.
True mmor mmfalse mm- mmAnswer mmTrue
You mmshould mmkeep mmyour mmclient mmrecords mmup-to-date mmand mmnotify
mmcustomers mmof mmmerchandise mmyou mmknow mmis mmof mminterest mmto mmthem.
True mmor mmFalse mm- mmAnswer mmTrue
When mmacting mmas mma mmpersonal mmshopper, mmyou mmshould:
• mmChoose mma mmwide mmselection mmof mmitems mmfrom mmwhich mmthe mmcustomer
mmcan mmchoose mm
• mmIgnore mmthe mmcustomer's mmbad mmtaste mmand mmchoose mmthe mmitems mmthat
mmyou mmthink mmshe mmshould mmwear
• mmSelect mmonly mmitems mmthat mmfit mmher mminterest mm- mmAnswer mmSelect mmonly
mmitems mmthat mmfit mmher mminterest
To mmkeep mmthe mmlines mmof mmcommunication mmopen, mmthe mmbest mmquestion mmto
mmask:
• mmAre mmthe mmones mmthat mmare mmable mmto mmdirect mmthe mmcustomer mmto mma
mmdecision
, • mmAre mmthe mmones mmthat mmcan mmbe mmquickly mmanswered mmwith mma mm"yes" mmor
mma mm"no"
• mmAre mmstructured mmto mmsave mmthe mmcustomer's mmtime
• mmBegin mmwith mmwho, mmwhat, mmwhere, mmwhen, mmhow, mmor mmwhy mm- mmAnswer
mmBegin mmwith mmwho, mmwhat, mmwhere, mmwhen, mmhow, mmor mmwhy
You mmshould mmrecord mmbasic mminformation mmthat mmallows mmyou mmto mmstay mmin
mmtouch mmwith mmcustomers mmand mmspecific mminformation mmthat mmreminds mmyou
mmof mmtheir mmpurchases mmand mmpreferences.
True mmor mmFalse mm- mmAnswer mmTrue
It mmis mmimportant mmto mmbuild mma mmrelationship mmwith mmyour mmcustomer. mmIn mmthe
mmfirst mmfew mmseconds mmafter mmyou mmnotice mmthe mmcustomer's mmarrival, mmyou
mmshould:
• mmFind mmyour mmsales mmbook mmand mmget mmit mmready mmfor mmyour mmnext mmsale
• mmMake mmsure mmyour mmclothes mmare mmneat mmand mmyou mmlook mmprofessional
• mmTidy mmup mmthe mmproduct mmdisplay mmbefore mmshowing mmit mmto mmthe mmcustomer
• mmGreet mmthe mmcustomer mmand mmmake mmhim mmfeel mmwelcome mm- mmAnswer
mmGreet mmthe mmcustomer mmand mmmake mmhim mmfeel mmwelcome
Most mmcustomers mmrespond mmfavorably mmto mmthe mmhard mmsell mmtechnique
mmbecause mmit mmshows mmthem mmyour mmbelief mmin mmthe mmproduct. mmTrue mmor
mmFalse mm- mmAnswer mmFalse
Which mmof mmthe mmfollowing mmare mmgood mmreasons mmto mmask mmcustomers mmfor
mmtheir mmbusiness mmcards?
• mmSo mmyou mmcan mmbuild mmup mmyour mmclient mmrecords mmwith mmnames mmof
mmpotential mmcustomers mm
• mmSo mmyou mmcan mmclaim mmthese mmcustomers mmas mmyour mmown mmand mmkeep
mmco-workers mmfrom mmmaking mmsales mmto mmthem
• mmTo mmlearn mmmore mmabout mmthem mmso mmyou mmcan mmsuggest mmitems mmthat
mmyou mmthink mmthey mmcan mmafford
• mmWhen mmcustomers mmshow mminterest mmin mman mmupcoming mmevent mmand mmyou
mmoffer mmto mmremind mmthem mm- mmAnswer mmWhen mmcustomers mmshow mminterest
mmin mman mmupcoming mmevent mmand mmyou mmoffer mmto mmremind mmthem
Showing mmthe mmcustomer mmthat mmyou mmand mmyour mmstore mmstand mmbehind mmthe
mmproducts mmand mmservices mmyou mmsell:
• mmShows mma mmprofessionalism mmthat mmbuilds mmcustomer mmloyalty mm
• mmEncourages mmcustomers mmto mmreturn mmitems mmmore mmfrequently
• mmLimits mmthe mmprofit mmon mmsome mmitems mm- mmAnswer mmShows mma
mmprofessionalism mmthat mmbuilds mmcustomer mmloyalty
