WorksheetsNRF Practice Questions 1
Total questions: 11
Worksheet time: 17mins
An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageous!” Which of these is the associate’s most professional response to the customer’s remark?
Return the computer to the case and begin to help another customer
Explain the benefits of
buying from the store rather than the Internet
Ask the manager to try to convince the customer to buy in the store
Thank the customer politely for coming into the
store
The owner of a deli tells an employee that a state health inspector will be visiting that day. The owner asks the employee to help prepare for the inspection. The owner writes out a list of the regulations that the health inspector will check. To help the deli pass inspection, the employee must make sure that
every workspace is warm or cool enough
employees keep their hair covered
food waste is in a can with a lid
the items in the display window are fresh
A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure
of the answers to the customer's questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?
Politely refuse the help and try to answer the
customer's questions anyway
Ignore the other associate, who probably only
wants the commission on the sale
Let the other associate help the customer and look for another customer to help
Accept the offer of help and listen to the answers to the customer's questions
A hardware store has this sign displayed at its entrance.
One day, an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn’t seem to notice what happened. Which of these should be the associate's FIRST response?
Approach the child and ask open-ended questions
Direct customers and employees away from the
area
Calmly clean the spill according to the directions
on one of the bottles still on the shelf
Let the parent know about the damage and
tactfully ask for payment according to the policy
A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago and that the lights on the truck do not work. Which of these should the associate say FIRST?
"Are you sure that you bought the truck at this store? Do you have your receipt, please?"
"With this kind of toy, it's always best to check the
batteries first. Let me check them for you."
" We've never had any complaints about this truck
before. What do you think
your son did to it?"
"We've had a lot of complaints about that truck.
You might want to contact the manufacturer."
Use the letter to answer the question that follows.
A customer service representative at the travel club received this letter. The travel club is a nationwide, membership organization that offers hotel discounts to travelers who join the club. The customer canceled the membership because the customer
thought the dues paid were too high
wanted a club that provided more than discounts
wished to use a different club card for auto repairs
expected the club to provide a greater variety of
discounts
A clothing shop has this sign clearly posted on the door.
An associate is ringing up a customer and sees that another customer has a small child who is eating a
dripping ice cream cone. The child is standing near a display of silk shirts. Which of these is the associate's
best response?
Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream, and offer to hold his selections
Finish ringing up the first customer, then politely
explain to the second customer that he cannot be served until the ice cream is out of the store
Excuse herself from the
first customer briefly and
let the second customer know that he will have to
pay for anything his child might damage
Call security or the st
ore manager to deal with the situation, but warn the customer and give him some time to leave before they arrive
An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but
knows that there are so me benefits that haven’t been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the
associate’s best course of action?
Wait until no one is around and copy the returns
quickly
Consult store policy or the manager about using the copier
Ask a coworker what everyone else does, and
then do the same
Copy the returns any time during the shift when
there are no customers
Use the glossary to answer the question that follows.
The manager of the shipping and receiving department of a furniture store asks an employee to find out if a vendor in the region carries certain discontinued items. The manager wants to know if a
person living in the same part of the state has items that are no longer available
nearby company has items that are no longer being made
nearby company has a list of products made on the same date
person has called and asked for items that the
store doesn't have in stock
A store manager asks a new associate to straighten stock on the display shelves. During a lunch-hour
rush, only one register is open, and the line of customers is growing. Some customers put down their
selections and leave the store without buying. The associate has been trained on the register, but hasn’t
handled it alone. The manager is at lunch and cannot be consulted. Which of these is the associate’s best
course of action?
Continue straightening the stock because that is
the assignment the manager gave before leaving for lunch
Apologize to customers in line and tell them that
the wait is unusual and the manager will be back soon
Open another register, since the associate knows
how to operate it even without having done it alone
Stop straightening stock and help the cashier by bagging, finding items, and getting the selections
ready to be rung up
Use the page from the personnel policy below to answer the question that follows:
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
