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WorksheetsNRF Customer Service Exam Prep
Total questions: 159
Worksheet time: 16hrs 7mins
Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?
It allows the sales associate to rely on the manager or other associates less when answering customer's questions.
It allows the sales associate to spend more time with the customers and less time in product classes.
It improves the sales associate's confidence and level of customer service by having increased product knowledge.
It will make the sales associate more likely to receive a promotion from his manager.
Which of the following open-ended questions will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one?
Are you replacing your current television?
Do you prefer a specific brand?
What are the dimensions of your living room?
What did you like or dislike about your last television?
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.
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
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.
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.
Once the customer has expressed interest in a product, how should the sales associate FIRST present the product?
Describe other customers who bought this product.
Describe the product's strongest features and benefits.
Explain manufacturer warranties are store guarantees.
Explain the available or layaway options.
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.
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.
A customer purchased a barbeque grill at the store, loaded it into his car and took it home. When he opened the box to assemble the grill the instruction were missing. The customer returns to the store upset. What should the sale's associate do to satisfy the customer?
Acknowledge the customer's frustration and refer him to the manufacturer's website to download the instructions.
Listen to the customer, apologize for the inconvenience and offer to refund or exchange the merchandise.
Listen to the customer, apologize for the inconvenience, and refer him to the manager.
Listen to the customer, assure him that you understand his frustration, and ask him if he would be satisfied with you finding another set of instructions.
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.
A customer comes into the store looking for a new television. The customer is requesting the ABC brand which is the most expensive in the store. The customer has no experience with the other brands you carry but is concerned about the price of the ABC television. Which would be the BEST action to take?
Show the customer the ABC brand because that is what he is looking for.
Show the customer a promotional item that is priced well below the ABC brand.
Explain that the store carries other brands that are comparable but priced lower.
State that ABC brand is overpriced and explain that the store has other brands that are more reasonably priced.
Horizon electronics is launching an all-in-one product. The product can be used to watch movies, play videos, check e-mails, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping customers will buy it from your store rather than buy it online or at a competitor's store. How should you prepare for the large volume of customers asking about this product?
Test the item on display making sure you can use each feature.
Rely on one of your coworkers to answer questions as he just bought the product for himself.
Tell the customers that they can call Horizon electronics directly to answer questions about how to use the product.
Remind the customer they can return the product if it is too difficult to use.
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.
Which of the following scenarios MOST warrants a follow up call from a sales associate to a customer?
A customer did not purchase the extended service plan at the time of purchase, and the manufacturer's warranty is expiring.
A customer purchased a printer the previous day. Specialty paper and ink cartridges will be on sale next week.
A customer complained about the workmanship of the alterations to a new suit. The sales associate thinks the issue has been resolved but is not sure.
The sales associate thinks a frequent customer would be interested in a new line of designer handbags that just arrived.
Which of the following would be the best option when trying to find out what a customer wants to buy?
Can I help you?
What color do you prefer in that brand?
Are you looking for anything special?
Is that the brand you want?
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
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?"
A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?
Offer the customer a discount on another brand.
Match features of the desired product with an alternative selection.
Refer the customer to a competitor's store that might have the new binoculars.
Steer the customer to items that are currently on sale.
A customer has decided to use popular software to do his taxes. He comes to a retail store on Saturday morning to buy the program so he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the product in stock but sees that a new supply is expected soon. What should the associate do to help the customer now?
Check for another software program within the same price range.
Call a competitor and see if they have it in stock to meet the customer's immediate needs.
Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for them.
Ask the customer what features he likes about the software , and see if the store has another program in stock that would fit his needs.
Which is the MOST important reason for a sales associate to discuss the warranty of a product while closing a sale?
To explain any manufacturer recalls.
To demonstrate that the store stands behind its products.
To ensure fewer customer complaints when a product is defective.
To reassure the customer about the product's performance, durability, and quality.
The store has just introduced a new line of theater speakers, and the sales associates have no experience with the brand. What is the BEST way for associates to gain knowledge on the new vendor's product line?
Complete all new training and review vendor supplied information on the features and benefits of the products.
Get feedback from other vendors in the same product line, and compare and contrast the new products ' features with existing vendors products.
Research industry websites that contain expert reviews, comparisons, and customer feedback on the products.
Schedule time with a supervisor to get training on the new products so that insight can be gained on where the new products will be positioned in the department.
A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?
Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.
Acknowledge the customer's feelings and advise the customer to address the complaint to a member of the management.
Acknowledge the customer, explain that a manager will be in contact, and continue restocking until a manager arrives.
Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.
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.
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 should a sales associate do IMMEDIATELY before putting products out of display?
Practice demonstrating features and benefits with a co-worker.
Ensure that signage has been created and will attract customers.
Read the product label to learn features and benefits.
Test the product and make sure it is damage-free and working properly.
Which of the following methods BEST describes how sales associates can reduce the number of price objections they receive?
Build rapport, establish trust, and focus product presentation on the customer's needs.
Describe the store's price matching policy in case the item goes on sale in the near future.
Explain that the product recommended is the latest model and is therefore the best value.
Share a personal testimonial, or describe a way another customer enjoyed the same product.
A sales associate is helping a customer with a new sweater that just arrived. The customer asks about the proper care instructions. What should the sales associate do?
Call over the manager to answer the question.
Check the care label in the sweater and advise the customer.
Ask another sales associate if he or she knows the care instructions.
Assume it is the same as the other sweaters and give those instructions.
What are the BEST steps to take if a customer's expectations are not met?
Answer each point of the customer's complaint while referring to store policy as needed.
Apologize for the issue and show the customer the store policy for returns and exchanges.
Get a supervisor or manager involved, apologize for the problem, and provide a refund to quickly resolve the issue.
Listen, acknowledge the problem, ask questions, and determine a solution the customer and store can agree to
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.
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
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.
Which of the following examples BEST represents cross-selling?
Mentoring the sale on athletic shoes when a customer purchases a pair of dress shoes.
Discussing the benefits of different brands when a customer is purchasing a computer.
Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas.
Showing the customer a matching scarf and gloves when the customer purchases a winter coat.
Which store offers the best price?
Store 1
Store 2
Store 3
A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?
a. "You can always exchange the sheets for a different color if these don't match."
b. "Please be aware that it is our store policy that personalized items cannot be returned."
c. "Our return policy is quite strict, so I would recommend that you don't buy these sheets."
d. "I think you can return the sheets for a refund if the color isn't right."
A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?
a. Write down the customers' information and remember to thank them for their purchases the next time they come into the store.
b. Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.
c. Write down the customers' information so each can be sent a satisfaction survey at the end of the month.
d. Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?
a. Thank the customer for the purchase and go back into the store.
b. Acknowledge the mark, take the item back to the store, and exchange it for a new one.
c. Acknowledge the scratch mark and tell the customer that it is not noticeable.
d. Suggest that the customer return to the store to receive a discount on the item.
A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?
a. “Would you like to purchase any accessories with that skirt?”
b. “We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”
c. “Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”
d. “How much are you planning to spend?”
If a customer asks how to clean a dress, which is the BEST source for this information?
a. Manufacturer's customer service department
b. Product care label on the dress
c. Department manager
d. Product warranty
A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?
a. Ask the customer directly what budget range would be best.
b. Show the lowest-priced sofas and move up until the customer is satisfied.
c. Show the highest-priced sofas and move down until the customer is satisfied.
d. Show medium-priced sofas and adjust according to the customer's reactions.
An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?
a. Stating, "My current dining room sets are also oak."
b. Focusing on the price tags of the dining room set
c. Praising and touching a particular dining room set
d. Asking, "How long is this dining room set on sale?"
A customer wants to purchase a $75 winter coat. She has a 25% off coupon for one item and a 10% coupon for her entire purchase. Both can be used. What is the total of her purchase?
a. $50.63
b. $55.00
c. $24.75
d. $45.50
A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?
a. Tell the customers there are no more pools available.
b. Suggest to one of the customers that she come back in three weeks when the pool will be in stock at the regular price.
c. Let the customers work out between themselves who will get the last pool.
d. Offer to contact another store to see if they have any pools left.
If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
True
False
If your company does not have a manual that describes all the major product warranties, you should:
Avoid talking about warranties with your customers
Create your own by making copies of the various product warranties and related information
Decide on a general, neutral comment you can make if customers ask you about a warranty
The warranty is an excellent tool for you to use to:
Prove that your company has the best price.
Explain your company's return policy.
Reassure the customer about a product's quality.
All of the above
As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A cup of coffee
Service with a smile
An excuse for the product's failure
By becoming an expert at special orders, you may benefit by:
Learning more about the products you sell
Learning more about customer needs and interests
Getting to know people in other departments
All of the above
You should make sure that, in your absence, other sales associates do not have access to information about your special orders.
True
False
To help build customer loyalty, you should:
Say what you'll do and be very clear on what you are promising; make notes so you will remember
Not risk disappointing a customer by telling him when you cannot make an exception
Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices
A and C
Which of the following steps will help you keep commitments to customers?
Promising customers you will find the items they request
Calling customers back only when you can find the requested item or information
Immediately stopping whatever you're doing to take care of phone customer requests
Calling customers back in a timely manner
Turn your phone interaction into a loyal customer by:
Letting the customer know about sales events
Mentioning services he may not be aware of
Offering to ship items directly to the customer
All of the above
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached.
True
False
When balancing service between phone customers and those you may already be helping in the store, you should:
Tell your in-store customer that you need to get the phone and she should look around for awhile
Move your in-store customer over by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone
When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.
True
False
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?
When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.
True
False
1. It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
A. Make sure your clothes are neat and you look professional
B. Find your sales book and get it ready for your next sale
C. Tidy up the product display before showing it to the customer
D. Greet the customer and make him feel welcome
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
11. According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?
A. 25%
B. 32%
C. 45%
3. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby’s needs
E. All of the above
6. In preparing a resource list for your customers, you should consider including:
A. Local companies that have complementary services to the products you sell
B. Phone numbers that customers have requested in the past, such as a taxi service
C. Information about companies you recommend, such as repair shops
D. All of the above
15. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
True
False
8. When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don’t want them to come back again
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
When a customer is angry, by remaining
calm, helpful, and positive,
the customer will become more
angry.
you will most likely be able to de-
escalate (lessen or lower) the customer’s anger.
you will look weak, and your boss will
become angry.
All of the above
Providing quick and efficient service to all customers.
Promptness
Customer Service
Professionalism
De-escalate
The ability of employees to take care of
customers’ needs and make sure they are satisfied with a service or
product.
Hostess
Professional
Customer Service
Active Listening
When interacting with customers, a
professional will
use slang.
use formal language and a friendly tone.
yell back at the angry customer.
give the customer a hug.
It is important to greet customers
only when they enter the store.
when you feel like it.
when they enter the store, call, or
when you come into contact with
them.
All of the above.
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.
Which of the following is one of the most effective and least expensive ways to market a business?
In-theater advertising
Effective customer service
Glossy, colorful, professional brochures
One-on-one sales calls
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
9. The company’s return policy should always be clearly displayed in writing.
True
False
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
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
How would you handle a situation where a customer wants a brand that you don’t carry?
Convince him that your brands are better
Get permission from him to show the items you do have that meet his needs
Tell him that he won’t find anything better than what you have
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
Tell him you don’t carry that brand then excuse yourself to serve someone else
What time is it?
3:30
4:00
4:15
4:30
Does circus make a soft or hard C sound?
Soft C
Hard C
Peter pan went to...
Alwaysland
Neverland
Disneyland
Foreverland
Pick one.
fifty-seven
one
1
57
What cartoon is this from?
Dexter's Lab
Jimmy Neutron
Scooby-doo
My Little Pony
I make two people out of one. What am I?
Shadow
Soul
Mirror
Ghost
9. What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
A. One-third
B. Two-thirds
C. One-fourth
If a customer becomes IRATE (angry), the sales associate should call who FIRST?
Police
Customer’s mom
Manager
What is T is SMART goals?
Time
Temperature
Task
Technology
Which of the following is a SMART goal?
I will improve my sales.
I will increase my monthly sales volume by 20% by the end of March.
I will increase my sales volume until my manager is happy with my performance.
I will increase my monthly sales volume every month.
The ability of employees to take care of
customers’ needs and make sure they are satisfied with a service or
product.
Hostess
Professional
Customer Service
Active Listening
An upset or angry customer will most likely return.
False
True
Employers desire employees with strong customer services skills because they realize that customer care is
at the heart of a business being successful.
True
False
It’s never appropriate to tell a customer, “I don’t know” when they ask a question you don’t have an answer for.
True
False
