NRF Customer Service Study Guide First Semester

Front

What should a retail associate do if he or she discovers an electrical hazard?

Back

Secure the area, and report the situation to management

Front

What is the BEST way to learn about new merchandise in your store? Options: 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.

Back

Read the labels and packaging information on the new products.

Front

Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation services for freezers. What is the BEST response?

Back

Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself.

Front

If a senior citizen buys a bird feeder on Wednesday, how much will it cost?

Back

$18

Front

What should the sales associate do before demonstrating the designer silk scarves with intricate clasps?

Back

Try out the multiple ways to tie the scarves so she can better show customers how to wear them.

Front

What is the BEST way for the sales associate to encourage the customer to buy her grill at Happy’s Hardware? Options: Mention that with the store credit she will be able to buy additional grills., Explain how the multiple features of Happy’s Hardware grills make them the BEST value., Tell the customer Happy’s Hardware has the BEST customer service in town., Tell the customer that the five-year warranty reflects your commitment to the manufacturer.

Back

Explain how the multiple features of Happy’s Hardware grills make them the BEST value.

Front

You are completing a sale in store and another customer calls on the phone. What should you do?

Back

Excuse yourself, answer the phone, and quickly assist the caller.

Front

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?

Back

Consult company policy or the manager about using the copier.

Front

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?

Back

Ask someone else to ring up the candy after the break begins.

Front

A sales associate observes a customer browsing a rack of men’s suits. How should the associate approach the customer? Options: “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?”

Back

“I have some great suits on sale. May I show you a few?”