Docsity
Log inSign up
Docsity
Prepare for your exams
Prepare for your exams

Study with the several resources on Docsity

Earn points to download
Earn points to download

Earn points by helping other students or get them with a premium plan

Guidelines and tips
Guidelines and tips
Sell on Docsity
Sell on Docsity
Log inSign up

Prepare for your exams

Study with the several resources on Docsity

Find documents

Prepare for your exams with the study notes shared by other students like you on Docsity

Search Store documents

The best documents sold by students who completed their studies

Search through all study resources
Docsity AINEW

Summarize your documents, ask them questions, convert them into quizzes and concept maps

Explore questions

Clear up your doubts by reading the answers to questions asked by your fellow students

Earn points to download

Earn points by helping other students or get them with a premium plan

Share documents
download point icon20 Points

For each uploaded document

Answer questions
download point icon5 Points

For each given answer (max 1 per day)

All the ways to get free points
Get points immediately

Choose a premium plan with all the points you need

Study Opportunities

Choose your next study program

Get in touch with the best universities in the world. Search through thousands of universities and official partners

Community

Ask the community

Ask the community for help and clear up your study doubts

University Rankings

Discover the best universities in your country according to Docsity users

Free resources

Our save-the-student-ebooks!

Download our free guides on studying techniques, anxiety management strategies, and thesis advice from Docsity tutors

From our blog

Exams and Study
Go to the blog

NRF Customer service exam study guide questions and answers., Exams of Financial Products and Services

Bellin College of NursingFinancial Products and Services

NRFCustomerserviceexamstudyguidequestionsand answers. 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 - Correct Answer 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 - Correct Answer You finally located an item the customer asked for a while back Customer follow-up is always a good idea, no matter w

Typology: Exams

2023/2024

Available from 10/21/2024

Prudent.
Prudent. 🇺🇸

1

(1)

3K documents

1 / 19

Toggle sidebar

This page cannot be seen from the preview

Don't miss anything!

bg1
NRF Customer service exam study guide questions and
answers.
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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct
Answer 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:
pf3
pf4
pf5
pf8
pf9
pfa
pfd
pfe
pff
pf12
pf13

Partial preview of the text

Download NRF Customer service exam study guide questions and answers. and more Exams Financial Products and Services in PDF only on Docsity!

NRF Customer service exam study guide questions and

answers.

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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer Begin with who, what, where, when, how, or why

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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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" - Correct Answer "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 - Correct Answer 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 - Correct Answer 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 - Correct Answer • 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer All of the above
  • The customer never returning to your store
  • A lost sales opportunity for you
  • None of the above - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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?
  • Get help from a more senior employee
  • Ask the customer to come back another time
  • Tell the customer that he is being unreasonable - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer True Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. True or False - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer All of the above Customer complaints should be welcomed because they provide an opportunity to:

Creating customer loyalty is rewarding for:

  • The store
  • The sales associate
  • The customer
  • All of the above - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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? - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer False
  • Consider alternatives, such as offering a discount coupon or a free sample - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer 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 - Correct Answer A and C

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 - Correct Answer 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 - Correct Answer False You should explain all warranty conditions to your customer at the time of purchase. True or False - Correct Answer True Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. True or False - Correct Answer False