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WorksheetsNRF Customer Service and Sales Exams
Total questions: 65
Worksheet time: 35mins
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.
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
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19
You are completing a sale in store and another customer calls on the phone. What should you do?
Answer the phone and continue to help the customer at the store at the same time.
Put the call on hold, excuse yourself, and go find another associate to handle the call.
Excuse yourself, answer the phone, and ask if you can call the customer back.
Excuse yourself, answer the phone, and quickly assist the caller.
A new employee has just begun to work for a company. The employee has not seen any other employee use the copy machines for their own personal use, but he knows that there are some benefits that have not been explained yet. The employee decides to bring in his tax returns to photocopy. Which of these is the BEST thing for the employee to do?
Wait until no one is around and copy the returns quickly.
Ask a coworker what everyone else does, and then do the same.
Consult company policy or the manager about using the copier.
Copy the returns any time during the day when there are not customers.
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.
A sales associate observes a customer browsing a rack of men’s suits. How should the associate approach the customer?
“I see you’re interested in our suits.”
“The blue suits are very popular. You take a size 40, right?”
“We have some great fabrics and pattern choices. I really think gray would look best on you.”
“I have some great suits on sale. May I show you a few?”
A customer brings a competitor’s ad into your store and ask that you meet the advertised price. As a sales associate, what should you do FIRST?
Tell the customer that he or she should go to the store that placed the ad.
Immediately change the price in your store to meet the competitor’s.
Refer to your store’s policy on meeting competitor’s ads.
Ask your store manager how to respond to the customer.
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.
What is the most effective way to determine a customers price range for an item?
Ask how much of weekly income the customer can spend on the product
Listen closely to the customers responses to questions regarding price
Ask him how much he plans to spend on the item.
Expect that if the customer likes the quality, price will not be an issue.
Which of the following BEST defines a warranty/guarantee?
Coverage of the defects described in the information provided by the manufacturer
Certificate insuring that a product has been properly inspected by the manufacturer
Service contract that covers products beyond the time frame or conditions stated by the manufacturer
Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.
Which is the NEXT BEST way to exhibit the features & benefits of an item?
Ask the customer to read the product labels & tags.
Share personal experiences about using the product & say it works well.
Communicate the technical specification about the product such as weight & materials.
Relate product features to the customer’s needs in a “so that you can” statement.
A customer is already trying dresses on. A sales associate may assist by
Asking what size the customer wants in the fitting room
Asking how much the customer plans on spending
Offering 2 sizes stating that each brand varies when it comes to sizing
After a delivery is made to a customer, the sales associate should
Follow up with the customer that day
End of month survey
Thank them next time come in
A sales associate hears another associate struggling to answer questions from customer.
Stop and introduce self and help the co-worker
Stop & switch the sales associate so you are both working
The sales associate was with a customer when another customer walked in so he communicated with him non-verbally. Which of these options is an acceptable non-verbal communication in this example?
Saying welcome to the store, how may I help you?
Smiling at the customer & making eye contact
Smiling & saying I’ll be right with you
To keep the lines of communication open, the BEST questions to ask:
Are ones that can be quickly answered with a “yes” or a “no”
Begin with who, what, where, when, how, or why
Are ones that can direct the customer to a decision
Are structured to save the customer’s time
Which of the following policies are open to interpretation by store employees?
Customer satisfaction
Government law
safety
liability of product
Which of the following is a benefit?
The comforter is white.
The comforter is a neutral color and coordinates with many styles.
The comforter is queen size.
The comforter has a high thread count.
A sales associate can limit objections in sales presentations by
Allowing an amount of time for feedback
Not going over their price limit
Telling all features
Building rapport and trust and focusing on needs
The BEST follow-up by the sales associate after a washer & dryer are bought & are to be delivered the next day is to:
Call the day before the delivery
Call the day after the delivery
Send a thank you note
A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit.
In either situation you must have a receipt on hand. How does a sales associate respond?
Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit
Ask them why they didn’t want it and give them store credit
No returns at this point in time
A customer is looking at cell phones and appears to be having a tough time making a decision. What should the sales associate say to the customer to help him/her find what she is looking for?
Do you like a certain brand?
Is there a price you are staying within?
How will you be using your phone, for example business or personal use?
A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. The sales associate’s BEST response is
We can't do anything
I understand, let me get someone to assist you
I apologize, here is the corporate office number
Why should a sales associate read a flyer about a competitor’s price?
To be more knowledgeable of prices when informing customer
To tell the customers about the stores that have products that cost more than yours
To always price your product a few cents below their products
A customer saw an Item online on sale and came into the store looking for it. It's not there. Apologize for inconvenience and _____.
Refer them back to website
Ask open ended questions to find alternative that meets needs
A sales associate went to a class to learn about electric bicycles and forgot how long it takes to charge the battery.
He should ask another person familiar with the bikes
He should review online class
He should look on Internet when he goes home.
Which store offers the best price?
Store 1
Store 2
Store 3
A retailer's advertisement for an AC unit states “you buy it and we install it,” but then the sales associate gives the customer a list of items that the store doesn't do installments for and the AC unit is on the list.
How will you handle this situation?
Apologize for the inaccurate ad and pay for a professional to install.
Honor what the advertisement says and complete the installment yourself.
Give the customer money to get the AC installed by a professional.
Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.
Customer: “I like this dress, but it is really more than I should spend. I’m just not sure.” The Associate should respond with:
It looks so good on you, and your worth it, aren’t you?
It does look really nice on you and it is very well made. If you would like to think about it, I can hold it for you for 24 hours while you decide.
You’re right. It really is awfully expensive.
Customer: “I think this rug would be perfect for my daughter’s room, but I’m afraid that the color might be too dark.” The Associate should respond with:
That is the only color it comes in. Do you want to look at some other styles?
Okay, I understand.
Why don’t you take it home and try it in the room? You can return it for a full refund as long as you save your sales receipt.
Customer: “I think I might be making a mistake here. Just because I like these pans doesn’t mean my friend will. She doesn’t cook as much as I do.” The associate should respond with:
She could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are some of her hobbies?
She’ll probably want to cook when she sees these pans!
I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.
The customer has looked at several watches and seems to like one best. She tried it on, sets it to the correct time and asks whether the band can be changed to another style. The associate shows her the band options, and she likes one in particular. The Associate should respond with:
Do you want to look at a few more styles?
Will that be cash or credit?
I can go ahead and replace the band for you now if you're wanting to purchase.
We’ll be having a sale on watches sometime next month.
The customer returns to the store for the second time today to take another look at a bicycle for her child. She says she has decided on the one to buy and asks whether someone can help her get it into her car. The Associate should respond with:
Yes, I’d be happy to carry it out for you. I also noticed another bike you might be interested in. Do you want to see it first?
Yes, I will carry it out for you. You made a great choice. Your daughter will really enjoy this bike.
Yes, I can do that. I’m glad you came back. I had another customer come in who was also quite interested in this one.
Sure, I can find someone to carry it out for you. Will that be cash or credit?
The customer has asked a lot of questions about Blu-ray disc players and has told you that he understands the benefits of Blu-ray discs versus standard DVDs. You excuse yourself for a few minutes to help another customer while he reads over the extended service policy for the one that best fits his needs. When you come back, he still seems a bit unsure. The sales associate should respond with:
Thanks for being patient while I helped her. As you can see, the extended service covers any defects or repairs needed in the first two years. It also covers the universal remote that comes with it. Won’t it be nice to have only one remote for all of your audio/video devices? Your friends are going to love watching movies at you house!
Thanks for waiting while I helped that other customer. You seem to need more time to think. I’ll let you look around. Just flag me when you’re ready.
Thank you for waiting while I helped that other customer. Did I mention that this is the last one we have in stock? The next shipment won’t come in for at least another few weeks. I’d hate for you to have to wait that long.
