NRF Customer Service Exam Prep

A cashier at the Pharmaid decides to buy a candy bar to eat during break. According to the personnel policy shown, how should the cashier pay for the candy?

• Ring up the candy himself before the break begins.

• Use another employee’s discount card to buy the candy

• Ask someone else to ring up the candy after the break begins

• Pay for the candy after the break is over.

4. A good reason for creating an opening for discussion is to:

• A. Break down the customer’s sales resistance

• B. Get to know what the customer wants

• C. Convince the customer how much you know about the product

2. A new customer comes into your department, but you are helping another customer. You should:

• A. Focus all your attention on your current customer

• B. Let the new customer wait his turn until you have completed your current sale

• C. Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him

• D. Help the customer who looks like he will spend the most money

This is the price list at a garden shop. Use the price list to answer this question. If a senior citizen buys a bird feeder on Wednesday, how much will it cost?

• 16

• 17

• 18

• 19

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

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.

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.

Communication is important! When providing service to a person who is hearing impaired, you should:

• Ask the customer how he would like to communicate

• Speak as loudly as you can. speak clearly, and stand very close to his ear while you talk

• Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers?

What oral communication skill is used to engage with customers on the telephone?

• a. Note taking.

• a. Active listening.

• a. Spell correctly.

• a. Time management.

Customer: “I think I might be making a mistake here. Just because I like these pans doesn’t mean my friend will. She doesn’t cook as much as I do.” The associate should respond with:

• She could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are some of her hobbies?
• She’ll probably want to cook when she sees these pans!
• I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.