NRF Customer Service Certification Exam Study Set A

Front

Which of the following would be the best option when trying to find out what a customer wants to buy? Can I help you?, What color do you prefer in that brand?, Are you looking for anything special?, Is that the brand you want?

Back

What color do you prefer in that brand?

Front

You can best determine the customer's needs by gathering information through careful observation and by:

Back

Asking the customer thoughtful questions

Front

Product features are described as all of the following except: Be physical (color, size, etc.), Appeal to the senses, Relate to the quality of the merchandise, Answer the question, "Why?"

Back

Answer the question, "Why?"

Front

A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?

Back

Match features of the desired product with an alternative selection.

Front

What should the associate do to help the customer now? A customer has decided to use popular software to do his taxes. He comes to a retail store on Saturday morning to buy the program so he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the product in stock but sees that a new supply is expected soon.

Back

Ask the customer what features he likes about the software , and see if the store has another program in stock that would fit his needs.

Front

Which is the MOST important reason for a sales associate to discuss the warranty of a product while closing a sale?

Back

To reassure the customer about the product's performance, durability, and quality.

Front

What is the BEST way for associates to gain knowledge on the new vendor's product line? Options: Complete all new training and review vendor supplied information on the features and benefits of the products., Get feedback from other vendors in the same product line, and compare and contrast the new products' features with existing vendors products., Research industry websites that contain expert reviews, comparisons, and customer feedback on the products., Schedule time with a supervisor to get training on the new products so that insight can be gained on where the new products will be positioned in the department.

Back

Complete all new training and review vendor supplied information on the features and benefits of the products.

Front

A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?

Back

Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.

Front

A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the products as if actually using them. Which is the BEST way for the associate to create a memorable experience for the customer?

Back

Invite the customer to participate in the demonstration.

Front

When is the BEST time to inform customers about extended services plans available for items they are purchasing?

Back

Early in the sales process as a benefit to the product being purchased