NRF Customer Service Study Guide For 2024 Actual Exam Questions with Correct Answers
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Course
NRF
Institution
NRF
NRF Customer Service Study Guide For 2024 Actual Exam Questions with Correct Answers
.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 wa...
NRF Customer Service Study Guide For 2024 Actual Exam
Questions with Correct Answers
.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 - 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 - 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% - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - ANSWER-Learn about problems so improvements
can be made
.Customer follow-up is always a good idea, no matter what the situation
True or False - ANSWER-False
.Even if your company's return policy restricts what you can do for the customer, you should:
• Agree with him that the product is defective and should be replaced, but tell him that the store won't
let you do anything about it
• Do what the customer asks; management will have to support your decision
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