Customer Service and Sales NRF Practice 1

A customer enters a store and begins looking around but does not approach an employee. What is the BEST action for the associate?

• Ignore the customer until they ask for help

• Begin explaining store promotions immediately

• Offer a friendly greeting and ask if assistance is needed

• Tell the customer where the checkout counter is

A customer asks which laptop would be best for schoolwork and streaming movies. What should the associate do FIRST?

• Recommend the most expensive laptop

• Recommend the most popular laptop

• Ask questions about the customer’s needs and preferences

• Suggest purchasing a tablet instead

A customer returns a shirt and says it shrank after washing. What should the associate do FIRST?

• Tell the customer the product cannot be returned

• Listen to the concern and review the store’s return policy

• Ask the customer to contact the manufacturer

• Suggest buying a different shirt

A customer appears frustrated while waiting in line during a busy sale. What should the associate do?

• Ignore the customer and continue working

• Tell the customer to wait patiently

• Apologize for the wait and assist as quickly as possible

• Suggest returning another day

A customer is deciding between two pairs of shoes and asks which one is better. What should the associate do?

• Recommend the most expensive pair

• Tell the customer both are the same

• Explain the features and benefits of each option

• Ask another customer for their opinion

A customer asks if a product is available in another size. What should the associate do FIRST?

• Tell the customer to check online

• Check the store’s inventory system

• Suggest a different product

• Tell the customer the item is unavailable

A customer complains that a product they purchased stopped working after one week. What is the BEST response?

• Tell the customer electronics sometimes break

• Suggest the customer buy a new one

• Listen to the complaint and offer solutions based on store policy

• Tell the customer to contact the manufacturer

A customer is about to purchase a coffee maker and asks if the store sells coffee filters. What should the associate do?

• Tell the customer to check another store

• Suggest buying filters online

• Offer to show the customer where coffee filters are located

• Ignore the question

A customer wants to return an item but does not have a receipt. What should the associate do FIRST?

• Refuse the return immediately

• Call the store manager

• Review the store’s return policy

• Tell the customer to leave

A customer is comparing several televisions and asks which one has the best picture quality. What should the associate do?

• Recommend the most expensive model

• Suggest buying the cheapest option

• Explain the features and differences between the televisions

• Tell the customer to research online