NRF Customer Sales and Service Mini exam

A customer service representative in credit  services takes a call from an angry customer. The customer was charged 3 times for the same item. What should the associate do?

• Listen and tell the customer to come to the office.

• Listen, empathize, and fix the problem.

• Cut the customer on hold until the manager.

• Immediately transfer the call to the manager.

At checkout, a product's barcode cannot be scanned, and there is no price tag on the item. What should the cashier do first?

• Manually enter the code.

• Have another associate do a price check.

• Ask the customer if she knows the price of the product.

• Ask the customer to get another item off the shelf.

A customer has purchased a box of magic tricks as a birthday gift for a friend's son. While the associate is wrapping the gift the customer is worried because she thinks the child may have trouble learning how to perform the magic tricks because he is just learning to read and the instructions might be too difficult for him. What is the associate's best reply?

• “The box says that this toy is for children his age. I'm sure he'll be fine with the manual.”

• “Maybe the boy's parents could read the instructions to him until his reading improves, and then he can practice the magic tricks on his own.”

• “We carry a video available to demonstrate the tricks. I haven't totaled up your receipt yet. May I add that to your purchase?”

• “Would you like me to suggest some other gift items that would be more appropriate for a child who can't read well?

What is the most effective way to determine a customer's price range for an item?

• Watch the customer's body language when showing the customer a price tag.

• Ask how much of weekly income the customer can spend on the product.

• Listen closely to the customer's responses to questions regarding price.

• Expect that if the customer likes the quality, price will not be an issue.

A sales associate sees a customer looking at a dress and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What is the best response from the associate?

• Would you like me to bring one to the fitting room for you to try on? What size would you like to try?

• We're almost sold out. I have sizes 10 and 12 left. Which would you like?

• Would you like to purchase any accessories with that dress?

• How much are you planning to spend?

Which of the following would be the best way for sales associates to demonstrate the benefits of cosmetic products to their customers?

• Provide small samples for customers to take home

• Convince the customer to buy the product based on how wonderful the product is on TV commercials

• Tell the customer that the product is the hottest selling product on the market and that supplies are limited

• Personally use the products to develop a personal opinion about the product

Which of the following situations requires a sales associate to seek support from a supervisor?

• A customer has brought three other friends to the store to shop, each with different needs.

• The sales associate notices employees from a competitor in the store doing price comparisons

• The sales associate has encountered a difficult customer and cannot satisfy the customers needs.

• A customer cannot find a particular item, and the sales associate forgot where it is on the floor.

What is the best way for a sales associate to become familiar with a store's products and services?

• Partner with another sales associate and ask questions.

• Spend time on the sales floor with Associates and ask questions.

• Study advertising Flyers to acquire product information.

• Attend all company and vendor-provided training.

A customer on the telephone says she is unhappy with your store's return policy. In order to turn the situation around, which of the following should the sales associate do?

• Repeat the complaint to a teammate and ask for suggestions.

• Listen actively to what the customer says to understand her complaint.

• Suggest other ways the company might address the customer's concerns.

• Tell the customer that other Shoppers are happy with your store.

A visibly upset customer approaches you at the register. As the associate, what is your best response?

• Ask if the customer would like to speak with someone.

• Make eye contact and ask if the customer Is okay.

• Proceed with the customer's transaction as usual.

• Make eye contact and ask about the customer's experience.