NRF Customer Service Exam Prep

12. Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• A. "Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”

• B. “You’ll have to take this to Customer Service; I can’t help you here.”

• C. “Someone in Customer Service can help you with that; I’ll show you the way.”

• D. A and C

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.

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

What is the BEST way to learn about new merchandise in your store?

• Check with co-workers to see what they know about the products.
• Ask customers to explain what they know about the products.
• Read the labels and packaging information on the new products.
• Call the vendor or manufacturer and ask about the product.

15. To keep the lines of communication open, the best questions to ask:

• A. Are direct and to the point

• B. Are ones that can be quickly answered with a “yes” or a “no”

• C. Begin with who, what, where, when, how, or why

• D. Are ones that are able to direct the customer to a decision

• E. Are structured to save the customer’s time

A new line of designer silk scarves has arrived in your store. The scarves have intricate clasps and there are multiple ways to tie. What should the sales associate do before demonstrating the scarves to the customers?

• Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
• Safely unpack the merchandise to minimize damage from handling before putting on display.
• Photocopy an illustration to show the different styles for wearing.
• Check for an inspection sticker on either the merchandise or package to ensure the clasps work properly.

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.

You can best determine the customer's needs by gathering information through careful observation and by:

• Asking the customer thoughtful questions

• Deciding the type of products you think the customer should buy

• Telling the customer everything you know about your products

• Studying all the literature on the products you sell so you can answer questions

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?

Product features are described as all of the following except:

• Be physical (color, size, etc.)

• Appeal to the senses

• Relate to the quality of the merchandise

• Answer the question, "Why?"