NRF Customer Service Certification Exam Study Set A

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?

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

• Asking the customer thoughtful questions

• Deciding the type of products you think the customer should buy

• Telling the customer everything you know about your products

• Studying all the literature on the products you sell so you can answer questions

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?"

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?

• Offer the customer a discount on another brand.

• Match features of the desired product with an alternative selection.

• Refer the customer to a competitor's store that might have the new binoculars.

• Steer the customer to items that are currently on sale.

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. What should the associate do to help the customer now?

• Check for another software program within the same price range.

• Call a competitor and see if they have it in stock to meet the customer's immediate needs.

• Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for them.

• 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.

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

• To explain any manufacturer recalls.

• To demonstrate that the store stands behind its products.

• To ensure fewer customer complaints when a product is defective.

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

The store has just introduced a new line of theater speakers, and the sales associates have no experience with the brand. What is the BEST way for associates to gain knowledge on the new vendor's product line?

• 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.

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?

• Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.

• Acknowledge the customer's feelings and advise the customer to address the complaint to a member of the management.

• Acknowledge the customer, explain that a manager will be in contact, and continue restocking until a manager arrives.

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

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?

• 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.

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

• As part of the greeting when the customer enters the department.

• As soon as it is determined that the plans are within the customer's budget.

• At the end of the sale, after presenting the associated accessories.

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