NRF Sample Questions

What is the most important aspect of customer service?

• Product Knowledge

• Customer Satisfaction

• Speed of Service

• Profitability

How should you greet a customer entering the store?

• Ignore them

• Ask if they need help

• Say "Welcome!"

• Direct them to the sales section

What should you do if a customer looks lost in the store?

• Wait for them to ask for help

• Approach them and offer assistance

• Point them to the nearest exit

• Continue with your tasks

How can you make a customer feel valued?

• Offer them discounts

• Provide personalized service

• Keep the conversation brief

• Focus on selling

What is the appropriate response to a customer who is upset?

• Tell them to calm down

• Listen and empathize

• Offer a discount immediately

• Redirect them to management

What steps should you take to resolve a customer complaint?

• Ignore it

• Listen, apologize, and provide a solution

• Tell them it’s not your problem

• Offer a refund without discussion

How can you determine the root cause of a customer’s issue?

• Ask them leading questions

• Listen carefully to their explanation

• Assume you know the problem

• Change the subject

What should you do if you do not know the answer to a customer’s question?

• Guess the answer

• Ignore the question

• Admit you don't know and find the answer

• Change the subject

What should you do if you don't know the answer to a customer's question?

• Make up an answer

• Admit you don’t know and find out

• Change the subject

• Tell them to check online

How can you effectively manage a difficult customer?

• Argue back

• Stay calm and listen

• Dismiss their concerns

• Ask them to leave