NRF Customer Service & Sales

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 manager sets a goal of increasing sales by 15% over last year. If last year's sales were $60,000, what is the sales goal for this year?

A sales associate accidentally spills coffee on a customer's newly purchased shirt while packing it. What should the associate do?

• Ignore the incident and continue packing the shirt.

• Apologize for the incident, take the shirt back and replace it with a new one.

• Point out the stain and tell the customer it will come out in the wash.

• Suggest that the customer can get a discount on their next purchase due to the inconvenience.

A sales representative has just completed a successful sale of a new refrigerator. What should the representative do to ensure the customer is satisfied with the product and service?

• Write down the customer's details and make sure to greet them personally the next time they visit the store.

• Input the customer's details into a CRM system and set a reminder to inform them about upcoming promotions.

• Record the customer's details to send them a feedback survey at the end of the month.

• Reach out to the customer via phone or email at the end of the day to confirm that everything is in order and there are no issues.

A customer is showing interest in a living room set in a furniture store. The sales associate is observing the customer's verbal and non-verbal cues. Which of the following cues would MOST likely indicate that the customer is ready to buy the living room set?

• Commenting, "My current living room set is also made of leather."

• Checking the price tags of the living room set

• Admiring and touching a specific living room set

• Asking, "How long will this living room set be on discount?"

Where should a customer look for instructions on how to maintain a dress?

• Manufacturer's website

• Care instructions label on the dress

• Store manager

• Product packaging

A sales representative is about to assist a client in choosing a new dining table, but the client has not mentioned their price limit. What would be the MOST suitable approach for the representative to find out the price limit?

• Directly ask the client about their preferred price range.

• Start with the least expensive dining tables and progress until the client is content.

• Begin with the most expensive dining tables and decrease until the client is content.

• Start with a moderately priced dining tables and adjust based on the client's responses.

A retail store is running a limited-time sale on patio furniture sets. Two friends enter the store with the intention of buying the sale item, but find out that only one set is left. The advertisement mentioned that the quantities were limited. What should the salesperson do FIRST?

• Inform the friends that the furniture sets are sold out.

• Advise one of the friends to return after a month when the furniture set will be available at the regular price.

• Allow the friends to decide among themselves who will purchase the last set.

• Propose to check with a different store to see if they have any furniture sets left.

A customer is looking at a pair of shoes and seems interested. The sales associate notices this. What should the sales associate's next step be?

• Should I suggest some socks to go with those shoes?

• We only have sizes 8 and 9 left. Which one do you want?

• Would you like me to get a pair for you to try on? What size do you wear?

• What is your budget for today's shopping?

A customer is buying a personalized mug for a friend's birthday gift from your store. The customer is unsure if the friend will like the design. The store's policy states that personalized items are non-refundable. How should the sales associate communicate this to the customer?

• You can always return the mug if your friend doesn't like the design.

• Please note that our store policy does not allow returns for personalized items.

• Our return policy is very strict, so I suggest you reconsider buying this mug.

• I believe you can return the mug for a refund if your friend doesn't like the design.