NRF Customer Service Exam Prep

Front

Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

Back

It improves the sales associate's confidence and level of customer service by having increased product knowledge.

Front

Which open-ended question helps determine the appropriate television for a customer? Options: Are you replacing your current television?, Do you prefer a specific brand?, What are the dimensions of your living room?, What did you like or dislike about your last television?

Back

What did you like or dislike about your last television?

Front

During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

Back

After giving the name of the company and his or her name, ask for the customer's name and a number to call back.

Front

A customer is shopping for a new computer software package and states that the last version did not meet expectations regarding functionality. What should the sales associate do to help the customer select the right software?

Back

Provide a hands-on demonstration of different software packages

Front

What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?

Back

Tell customers about it during the sales transaction.

Front

How do you BEST satisfy a customer when an item is out of stock?

Back

Apologize to the customer and offer to make a substitution with two 50-count bottles.

Front

Once the customer has expressed interest in a product, how should the sales associate FIRST present the product?

Back

Describe the product's strongest features and benefits.

Front

A customer wants to buy a product as a gift for a grandchild. What should the associate do first? (Safety info: Not suitable for children under 10)

Back

Ask the customer the age of the grandchild.

Front

A store is promoting a $50 rebate on the purchase of any BLU-Ray player that costs more than $150. Which statement BEST describes this rebate offer? Options: The customer will receive $50 cash back at the time of purchase, The customer will pay only $100 for a BLU-Ray player, The customer will receive a check for $50 after submitting proof-of-purchase verification, A total of $50 will be deducted from the total amount paid by the customer at the time of checkout.

Back

The customer will receive a check for $50 after submitting proof-of-purchase verification

Front

What should the sales associate do to satisfy a customer who is upset about missing instructions for a purchased grill?

Back

Listen to the customer, assure him that you understand his frustration, and ask him if he would be satisfied with you finding another set of instructions.