NRF Customer Service Exam Prep

An irate customer calls demanding a credit after making a full price purchase the day before the sale. The responding sales associate explains that the store's policy on returns and exchanges only allows credits to be given in the store, and it does not allow for credits over the phone. The customer is not satisfied with the associate's answer. After apologizing for the inconvenience what else should the associate do to help satisfy the customer's request?

• Clearly repeat the policy so the customer understands there is no other option.

• Explain how the customer and store benefits from the store's policy.

• Inform the customer of dates when the item may be on sale again.

• Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

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.

If you are working with a customer, how should you react if a second customer approaches you?

• Make eye contact to let the second customer know he has your attention.

• Speak clearly so the second customer can hear what you have to say.

• Inquire about the second customer's day and shopping experience so far.

• Ask if you can be of any assistance to the second customer.

A customer goes to Happy’s Hardware to shop for a new gas grill. She is looking for a gas grill that is a good value and will last a long time. The sales associate knows that competitors offer similar grills at their stores. What is the BEST way for the sales associate to encourage the customer to buy her grill at Happy’s Hardware?

• Mention that with the store credit she will be able to buy additional grills.
• Explain how the multiple features of Happy’s Hardware grills make them the BEST value.
• Tell the customer Happy’s Hardware has the BEST customer service in town.
• Tell the customer that the five-year warranty reflects your commitment to the manufacturer.

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

Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare?

• Demonstrate the treadmill in the store to become familiar with the features.
• Ask her boss to assign her to another department she is more familiar with.
• Find the treadmill box and read the information.
• Switch departments with another sales associate.

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.

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.

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.

What is the BEST thing the sale's associate should do when a customer has a problem with a product?

• Tell the customer that he or she is not familiar with the product.

• Thank the customer for bringing the problem to the store's attention.

• Call a manager for assistance

• Return the product to the customer.