NRF Customer service exam study guide

A good reason for creating an opening for discussion is to:

• Break down the customer's sales resistance

• Convince the customer how much you know about the product

• Get to know what the customer wants

Get to know what the customer wants

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You finally located an item the customer asked for a while back

• You want to know why a customer did not make it in for a special sale

• You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now

You finally located an item the customer asked for a while back

Customer follow-up is always a good idea, no matter what the situation

True or False

False

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

Get permission from him to show the items you do have that meet his needs

When the customer presents you with a problem, you should ask her:

• How she would like the situation solved

• If she stops at your store on a regular basis

• Who is at fault in the situation

How she would like the situation solved

Showing respect for a customer's business card means you should:

• Put it in your purse or wallet for safe keeping

• Make some comment to indicate you have read it

• Never write on it

Make some comment to indicate you have read it

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 or false

True

You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.

True or False

True

When acting as a personal shopper, you should:

• Choose a wide selection of items from which the customer can choose

• Ignore the customer's bad taste and choose the items that you think she should wear

• Select only items that fit her interest

Select only items that fit her interest

To keep the lines of communication open, the best question to ask:

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

• Are the ones that can be quickly answered with a "yes" or a "no"

• Are structured to save the customer's time

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

Begin with who, what, where, when, how, or why

You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.

True or False

True

It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:

• Find your sales book and get it ready for your next sale

• Make sure your clothes are neat and you look professional

• Tidy up the product display before showing it to the customer

• Greet the customer and make him feel welcome

Greet the customer and make him feel welcome

Most customers respond favorably to the hard sell technique because it shows them your belief in the product. True or False

False

Which of the following are good reasons to ask customers for their business cards?

• So you can build up your client records with names of potential customers

• So you can claim these customers as your own and keep co-workers from making sales to them

• To learn more about them so you can suggest items that you think they can afford

• When customers show interest in an upcoming event and you offer to remind them

When customers show interest in an upcoming event and you offer to remind them

Showing the customer that you and your store stand behind the products and services you sell:

• Shows a professionalism that builds customer loyalty

• Encourages customers to return items more frequently

• Limits the profit on some items

Shows a professionalism that builds customer loyalty

When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. True or False

True

You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.

True or False

True

Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. True or False

True

If a customer walks directly to an item, this may indicate that he:

• Knows what he wants and would probably appreciate quick, efficient service

• Just wants to look at the item and has no interest in buying

Knows what he wants and would probably appreciate quick, efficient service

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. True or False

True

When using the T.H.A.N.K.S. method, "K" stands for:

• "Keep asking what the customer wants, even when the solution is obvious to you"

• "Know when to give in to the customer's demands"

• "Know a solution if the customer does not suggest one"

• "Keep the customer from asking for a refund"

"Know a solution if the customer does not suggest one"

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Suggest alternatives that your store does carry

• Inform him of the drawbacks of the product he is seeking

• Convince the customer he doesn't need it anyway

• Immediately refer him to a competitor

Suggest alternatives that your store does carry

When working with customers with disabilities be sure to take your time, be patient, and:

• When you can, make decisions for the customer

• Let the customer help you understand his needs

• Speak loudly, using a lot of hand gestures

Let the customer help you understand his needs

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

• An enjoyable atmosphere and super service

• Sales associates who look snazzy and take turns helping customers

• Free coffee and doughnuts, and a clean restroom

• An enjoyable atmosphere and super service

When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention." True or False

True

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• If the customer really liked the deal you gave im

• If the customer has any friends that might like the item

• That the delivery people were courteous and careful

That the delivery people were courteous and careful

In preparing a resource list for your customers, you should consider including:

• Local companies that have complementary services to the products you sell

• Phone numbers that customers have requested in the past, such as a taxi service

• Information about companies you recommend, such as repair shops

• All of the above

All of the above

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

All of the above

You should go out of your way to make customers with disabilities feel like they don't have to do anything. True or False

False

When customers return merchandise, you should:

• Treat them with the same respect you would if they were making a purchase

• Not worry about how you treat them, because you don't want them to come back again

• Make sure they have a good reason for doing so

Treat them with the same respect you would if they were making a purchase

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

• One-third

• Two-thirds

• One-fourth

Two-thirds

Keeping records about customer preferences:

• Can help you provide more personalized service to returning customers

• Will make customers suspicious of your ability to remember details

• Requires an expensive computer system

• Can help you provide more personalized service to returning customers

Referring a customer to a competitor will likely result in:

• The customer seeking you out for future needs

• The customer never returning to your store

• A lost sales opportunity for you

• None of the above

None of the above

When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in." True or False

False

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

Calling customers back in a timely manner

Three ways to create a positive impression of you an the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and:

• Stating that the products in your store are far better than those in other stores

• Suggesting that he buy "top of the line" products

• Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

If your company does not have a manual that describes all the major product warranties, you should:

• Decide on a general, neutral comment you can make if customers ask you about a warranty

• Avoid talking about warranties with your customers

• Create your own by making copies of the various product warranties and related information

Create your own by making copies of the various product warranties and related information

A new customer comes into your department, but you are helping another customer. You should:

• Focus all your attention on your current customer

• Let the new customer wait his turn until you have completed your current sale

• Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him

• Help the customer who looks like he will spend the most money

Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him

Projecting a professional and friendly image includes:

• Behaving in an alert and courteous manner

• Dressing in expensive, professional looking clothing

• Standing behind your cash register and waiting for the customer to come to you

• Shaking the hand of each customer

Behaving in an alert and courteous manner

You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. True or False

True

When customers request any of the service "extras" your store offers:

• Make a note in your client record system so you can provide more personalized service when those customers return in the future

• Tell them they'll have to contact Customer Service for further information

• Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time

Make a note in your client record system so you can provide more personalized service when those customers return in the future

Which of the following are examples of open-ended questions?

• Is this all for you today?

• Do you like blue or brown?

• What features are important to you?

Can I help you?

What features are important to you?

Personal shopping services may be appropriate for which of the following customers?

• A shopper who says she just wants to browse

• A shopper who asks you to help select gift items for the holidays

• A customer who is in a hurry and does not have time to look for specific items

• B and C

B and C

According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?

• 25%

• 32%

• 45%

45%

When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. True or False

True

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• Make the exception, but only if the customer promises to make additional purchases

• Check with your immediate supervisor or manager

• Tell him you do not make exceptions

Check with your immediate supervisor or manager

As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information. True or False

True

If you find yourself having to resolve a very difficult issue, you may want to:

• Get help from a more senior employee

• Ask the customer to come back another time

• Tell the customer that he is being unreasonable

Get help from a more senior employee

Acting as a personal shopper:

• Can add interest and challenge to your job

• Should be avoided since it takes you away from other customers

• Does not require any special skills or talents

Can add interest and challenge to your job

The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.

• True or False

False

If you schedule a personal shopping appointment with a customer, it would be a good idea to:

• Call and confirm the appointment the day before

• Set aside some items you think the customer will be interested in

• Keep your appointment book with you at all times so you don't double-book yourself

• All of the above

All of the above

To assist your customers in a personal way, you should become familiar with:

• Resources in and near your store

• Their relatives, special friends, and loved ones

• Entertainment centers and movie theaters in the district

Resources in and near your store

When using the T.H.A.N.K.S. method, "S" stands for "Solve the problem, or find someone who can." True or False

True

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. True or False

False

If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you contact the customer on the first try. True or False

False

Which of the following are acceptable ways to ask a customer's permission to provide alternatives?

• We don't carry that specific brand, but may I suggest. . .

• Is that the only brand you were interested in?

• Is ther anything else you were looking for?

• We don't recommend that item. May I show you a better product?

• All of the above

We don't carry that specific brand, but may I suggest. . .

When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not. True or False

True

The customer has said, "No thank you" when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed. True or False

True

Your business card or the sales receipt is a good place to make notes for a customer regarding:

• Your work schedule so the customer can contact you in the future

• The date a special order is due

• An upcoming sale

• All of the above

All of the above

Customer complaints should be welcomed because they provide an opportunity to:

• Do something different for a change

• Get customers back to the store so they'll buy more

• Learn about problems so improvements can be made

• Learn who the potential "problem customers" are

Learn about problems so improvements can be made

You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests. True or False

True

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

• An excuse for the product's failure

• A cup of coffee

• Service with a smile

Service with a smile

The best way to talk to a new customer is to:

• Flatter her--tell her she has taste and looks great

• Interacct as if you are old friends

• Convince her that you know what is best for her to buy

• Match what you say and your tone of voice to her personality

Match what you say and your tone of voice to her personality

It's a good idea to offer customers several of your business cards and ask them to hand them out to their friends.

True or False

False

When fitting the products to the customer, you should:

• Ask questions that will help her define the right fit

• Correct her if she tells you the wrong size

Ask questions that will help her define the right fit

Creating customer loyalty is rewarding for:

• The store

• The sales associate

• The customer

• All of the above

All of the above

If the customer isn't shopping alone, you can include the rest of the party by:

• Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

• Telling any children to behave themselves while their parent makes this important decision

Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

Communication is important! When providing service to a person who is hearing impaired, you should:

• 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?

• 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

Ask the customer how he would like to communicate

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

• Telling the customer everything you know about your products

• Asking the customer thoughtful questions

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

Asking the customer thoughtful questions

If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. True or False

True

Small kindnesses to your customers may include:

• Letting the customer make a local call to verify appropriateness or preference

• Consolidating many small packages into one large shopping bag

• Bringing merchandise to an older or disabled customer while he sits down

• Telling a customer about a lounge where she may tend to her baby's needs

• All of the above

All of the above

Which of the following phrases might be appropriate when discussing clothing size with your customer?

• Have you worn this brand before? What size was most comfortable for you?

• You look to be about a siz XX.

• You wear a bigger size on the bottom than on the top.

• How big are you?

Have you worn this brand before? What size was most comfortable for you?

When customers come to you with complaints, you need to:

• Listen carefully

• Be patient

• Get information

• All of the above

All of the above

To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities. True or False

False

You should make sure that, in your absence, other sales associates do not have access to information about your special orders. True or False

False

If you do not have business cards, you can help the customer remember you by:

• Asking the customer for something on which to write your name and number

• Writing "thank you" on the sales receipt and signing your name

• Telling the customer how many sales awards you have won

• Using your own name often in the conversation

Writing "thank you" on the sales receipt and signing your name

One of the most important skills in being a personal shopper is to:

• Always guess correctly at what the customer wants

• Listen carefully for clues about the customer's preferences

• Convince customers to follow your advice

Listen carefully for clues about the customer's preferences

Your ultimate goal as a sales associate is to:

• Satisfy the customer

• Provide service to as many customers as you can

• Meet your quota each month

Satisfy the customer

As a sales associate, your goal is to:

• Decide who's right or wrong

• Keep the returns to a minimum

• Keep the customer coming back

Keep the customer coming back

Even if your company's return policy restricts what you can do for the customer, you should:

• Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it

• Do what the customer asks; management will have to support your decision

• Consider alternatives, such as offering a discount coupon or a free sample

Consider alternatives, such as offering a discount coupon or a free sample

Which of the following statements best describes why a client record system is called a "living" record?

• You will spend more time maintaining your records than you do actually serving customers

• It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

You should constantly refer to it and update it with new information

As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience. True or False

True

When balancing service between phone customers and those you may already be helping in the store, you should:

• Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone

• Move your in-store customer over by the phone and help both customers at the same time

• Tell your in-store customer that you need to get the phone and she should look around for awhile

Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone

If a customer becomes abusive, you should probably:

• Tell him he is being abusive and call security

• Refund his money immediately

• Contact your manager

Contact your manager

When customers enlist you as their personal shopper, they probably should expect:

• To save time and effort looking for items themselves

• Several discounts

• You to be available at all times

To save time and effort looking for items themselves

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

Reassure the customer about a product's quality.

In your client record system, you should record:

• Customer purchases

• Customer interests

• Follow-up activities

• All of the above

All of the above

If a customer's business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted. True or False

True

The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information.

True or False

True

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 (your response)

• 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

A and C

The customer's return policy should always be clearly displayed in writing. True or False

True

It is appropriate to call the competition to make sure they carry the item the customer is looking for. True or False

True

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

• "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."

• "You'll have to take this to Customer Service; I can't help you here."

• "Someone in Customer Service can help you with that; I'll show you the way."

• A and C

A and C

You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. True or False

True

Which of the following items would NOT be an appropriate finishing touch to your service?

• Send a postcard thanking the customer for letting you help him select a gift for his wife

• Send a handwritten note thanking the customer for his business

• Call the customer to make sure he is satisfied with his purchase

• Give the customer your business card and encourage him to return to the store

• Remember the customer's name and use it when he comes in again

Send a postcard thanking the customer for letting you help him select a gift for his wife

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

All of the above

If your company does not supply business cards, you should:

• Tell the customer that the company is too cheap to give you business cards

• Tell customers that they can find the store number in the phone directory

• Check to make sure creating your own will not violate company policy

• Tell customers your name and phone number and offer them a pen to write it down

Check to make sure creating your own will not violate company policy

Once you have sent the product out for repair or ordered a replacement, your work is finished. True or False

False

You should explain all warranty conditions to your customer at the time of purchase. True or False

True

Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. True or False

False