NRF Customer Service Certification Exam Set B

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 of the following open-ended questions will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one? 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

A customer complains that you are out of stock on the 100-count aspirin that is on sale and that this seems to be a problem every time she comes into the store. How do you BEST satisfy the customer when the 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 comes in to buy a product that has safety information stating:

• Do not use near water
• Not suitable for use by children under the age of 10
• Do not operate more than 30 minutes
• Always unplug immediately after use

What should the associate do FIRST?

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?

Back

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

Front

A customer purchased a barbeque grill at the store, loaded it into his car and took it home. When he opened the box to assemble the grill the instruction were missing. The customer returns to the store upset. What should the sale's associate do to satisfy the customer?

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.