NRF Customer Service Exam Prep

Front

A cashier at the Pharmaid decides to buy a candy bar to eat during break. According to the personnel policy shown, how should the cashier pay for the candy?

Back

Ask someone else to ring up the candy after the break begins.

Front

A good reason for creating an opening for discussion is to:

Back

Get to know what the customer wants

Front

A new customer comes into your department, but you are helping another customer. You should:

Back

Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him.

Front

If a senior citizen buys a bird feeder on Wednesday, how much will it cost?

Back

$18

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

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? Options: Present the customer with a product video. Give the customer an informational procedure. Explain the product features and benefits to the customer. Invite the customer to participate in the demonstration.

Back

Invite the customer to participate in the demonstration.

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

Communication is important! When providing service to a person who is hearing impaired, you should: Ask the customer how he would like to communicate

Back

Ask the customer how he would like to communicate.

Front

What oral communication skill is used to engage with customers on the telephone?

Back

Active listening.

Front

Customer: “I think I might be making a mistake here. Just because I like these pans doesn’t mean my friend will. She doesn’t cook as much as I do.” The associate should respond with: What are some of her hobbies?, She’ll probably want to cook when she sees these pans!, I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.

Back

I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.