NRF Customer Service Certification Exam Set B

Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

• It allows the sales associate to rely on the manager or other associates less when answering customer's questions.

• It allows the sales associate to spend more time with the customers and less time in product classes.

• It improves the sales associate's confidence and level of customer service by having increased product knowledge.

• It will make the sales associate more likely to receive a promotion from his manager.

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?

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?

• After giving the name of the company and his or her name, ask for the customer's name and a number to call back.

• After giving the name of the company and his/her name, ask if the customer could call back.

• After giving the name of the company, let the customer know that someone will be available momentarily to help.

• After giving the name of the company, apologize for the delay and immediately put the customer on hold.

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?

• Explain the steps involved in proper software installation.

• Provide a hands-on demonstration of different software packages

• Provide the customer with computer upgrades information.

• Show the customer top-selling software packages

What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?

• Tell customers about it during the sales transaction.

• Explain the program upon customer inquiry.

• Call potential customers to inform them of the program.

• Call potential customers to inform them of the program and to offer to get them started earning.

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 ever y time she comes into the store. How do you BEST satisfy the customer when the item is out of stock?

• Apologize and call another local store for the customer to see if they have the product in stock.

• Apologize to the customer, but tell her that there is nothing you can do about the situation.

• Apologize to the customer, and explain to her that you will have more in stock next week.

• Apologize to the customer and offer to make a substitution with two 50-count bottles.

Once the customer has expressed interest in a product, how should the sales associate FIRST present the product?

• Describe other customers who bought this product.

• Describe the product's strongest features and benefits.

• Explain manufacturer warranties are store guarantees.

• Explain the available or layaway options.

An associate has read the following safety information in a product manual.

*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

A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST?

• Sell the product to the customer.

• Give the product information to the customer to read.

• Try to interest the customer in the carrying case for the product.

• Ask the customer the age of the grandchild.

A store is promoting a $50 rebate on the purchase of any BLU-Ray play that costs more than $150. A customer expresses a lack of understanding about rebates. Which statement BEST describes this rebate offer?

• The customer will receive $50 cash back at the time of purchase.

• The customer will pay only $100 for a BLU-Ray player

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

• A total of $50 will be deducted from the total amount paid by the customer at the time of checkout.

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?

• Acknowledge the customer's frustration and refer him to the manufacturer's website to download the instructions.

• Listen to the customer, apologize for the inconvenience and offer to refund or exchange the merchandise.

• Listen to the customer, apologize for the inconvenience, and refer him to the manager.

• 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.