NRF Practice Quiz

Which of the following does not describe a product feature

• Price

• Flavor

• Texture

• Color

Which of the following is a good reason for an employee to not escort a customer to the location of a product that they have asked to see?

• The location is on the other side of the store.

• You're not sure exactly where the product is located.

• You're working with another customer and can't leave your area.

• The customer doesn't seem likely to be able to afford the product.

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

• Admit that you don't know the answer and take the customer to a coworker or supervisor who can help

• Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customers questions

• Give your best guess answer and let the customer figure it out from there.

• Lie about what you know and hope the customer doesn't find out.

How much should the sales associate learn about the products they sell?

• A little bit.

• Enough to keep your boss happy.

• As much as possible.

• Product knowledge is not important.

List 3 ways a sales associate can learn about the products they sell.

Which of the following is not a feature of an iPhone?

• Wireless charging capability

• The ability to take high resolution photos of your family.

• Face ID recognition
• Waterproof design

During a product demonstration, a potential client asks a technical question you don't know the answer to. What should you do?

• Make up an answer

• Transfer them to a colleague without explanation

• Admit that you don't know but will find out

• Hang up the phone

Imagine you are a customer service representative and a customer calls in, frustrated, demanding a full refund on a product that is clearly outside the return policy period. How should you respond?

• Refuse to help them

• Escalate the situation by arguing

• Try to find a compromise

• Ignore their requests

These customer can take a long time to make a purchase decision, they want to assess alternatives, and might return to a retailer several times before making a purchase.

• Innovation / Trend Buyer

• Impulse Buyer

• Recreational Shopper

• Comparison Shopper

These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.

• Innovation/Trend Buyer

• Impulse buyer

• Recreational Shopper

• Comparison shopper