NRF CSS Practice Exam

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These questions are similar to the questions that students will see when taking the official NRF Foundation RISE Up Customer Service & Sales Exam. 

A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?

Our return policy is quite strict, so I would recommend that you don't buy these sheets

You can always exchange the sheets for a different color if these don't match.

I think you can return the sheets for a refund if the color isn't right.

Please be aware that it is our store policy that personalized items cannot be returned.

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?

Write down the customers' information and remember to thank them for their purchases the next time they come into the store.

Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.

Write down the customers' information so each can be sent a satisfaction survey at the end of the month.

Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.

A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?

Thank the customer for the purchase and go back into the store.

Acknowledge the mark, take the item back to the store, and exchange it for a new one.

Acknowledge the scratch mark and tell the customer that it is not noticeable.

Suggest that the customer return to the store to receive a discount on the item.

A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

“Would you like to purchase any accessories with that skirt?”

“We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”

“Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”

“How much are you planning to spend?”

If a customer asks how to clean a dress, which is the BEST source for this information?

Manufacturer's customer service department

Product care label on the dress

Department manager

Product warranty

A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?

Ask the customer directly what budget range would be best.

Show the lowest-priced sofas and move up until the customer is satisfied.

Show the highest-priced sofas and move down until the customer is satisfied.

Show a medium-priced sofas and adjust according to the customer's reactions.

An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?

Stating, "My current dining room sets is also oak."

Focusing on the price tags of the dining room set

Praising and touching a particular dining room set

Asking, "How long is this dining room set on sale?"

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?

$50.63

$55.00

$24.75

$45.50

A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?

Tell the customers there are no more pools available.

Suggest to one of the customers that she come back in three weeks when the pool will be in stock at the regular price.

Let the customers work out between themselves who will get the last pool.

Offer to contact another store to see if they have any pools left.

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?

$69,000

$65,000

$67,000

$70,500

A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the BEST way for sales associates to prepare for the launch?

Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.

Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.

Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics.

Ask co-workers if they have used the cosmetics and ask what was liked or disliked about each product.

Why should a sales associate offer add-on services to customers?

Services have much higher profit margins than products.

Services are designed to improve the quality of products.

Services can improve the customer's experience with the products.

Services guarantee repeat business with the customer.

What are the best steps to take if a customer's expectations are not met regarding their recent purchase?

Get a supervisor or manager involved right away.

Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.

Answer each point of the customer's complaint while referring to store policy as needed.

Apologize for the issue and show the customer the store policy for returns and exchanges.

A customer calls to find out whether the product he ordered has arrived at the store. Which of the following is the BEST way for the sales associate to respond to the customer's request?

Take the customer's name and number and tell him you will call back when you are able to reach a manager.

Tell him to call back at a more convenient time for you.

Place the customer on hold while you check with a manager.

Ask the customer if he would prefer to hold or have you call back with the information.

Apple is launching a new product. The product can be used to play music, watch movies, check email, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor's store. How should you BEST prepare for the large number of customers asking about this product?

Tell customers that they can call Apple directly to answer questions about how to use the product.

Remind customers they can return the item if it's too difficult to use.

Test the product demonstration model, making sure you can explain how to use each feature.

Rely on one of your co-workers to help you answer questions as he just bought the product for himself.

A customer is interested in buying his first MP3 player. Technically, the customer knows very little about MP3 players but has already made up his mind on which player he wants. As a sales associate, you should do which of the following?

Ask additional questions to confirm that the MP3 player will meet the customer's needs.

Sell the customer the player he wants and move on to the next customers.

Ask a co-worker to validate your opinion of MP3 players to convince the customer your choice is best.

Suggest to the customer that you know more about MP3 players than he does, and recommend a player.

What is the best way to handle a customer who is unsure about a product's features?

Explain the features in detail and offer a demonstration if possible.

Ask the customer to come back later when they have more time.

Suggest the customer look up reviews online.

Tell the customer to read the product manual.

A customer is interested in a product that is currently out of stock. What should the sales associate do?

Ignore the customer's request and move on to the next customer.

Suggest the customer look for the product at a competitor's store.

Offer to place an order for the product and notify the customer when it arrives.

Tell the customer to check back next week.

What is the best approach to take when a customer is comparing two similar products?

Tell the customer to choose the product that looks better.

Highlight the features and benefits of each product and let the customer decide.

Recommend the more expensive product to increase sales.

Suggest the product that has the highest profit margin.

How should a sales associate respond if a customer asks for a discount on an item that is not on sale, but the customer found the item in a sale section?

Tell your manager.

Check the sale section for the product, remove the product if necessary, and get approval from a manager on processing the discount.

Ignore the request and continue with the transaction.

Tell the customer that the item is not on sale. 

A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?

Our return policy is quite strict, so I would recommend that you don't buy these sheets

You can always exchange the sheets for a different color if these don't match.

I think you can return the sheets for a refund if the color isn't right.

Please be aware that it is our store policy that personalized items cannot be returned.

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?

Write down the customers' information and remember to thank them for their purchases the next time they come into the store.

Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.

Write down the customers' information so each can be sent a satisfaction survey at the end of the month.

Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.

A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?

Thank the customer for the purchase and go back into the store.

Acknowledge the mark, take the item back to the store, and exchange it for a new one.

Acknowledge the scratch mark and tell the customer that it is not noticeable.

Suggest that the customer return to the store to receive a discount on the item.

A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

“Would you like to purchase any accessories with that skirt?”

“We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”

“Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”

“How much are you planning to spend?”

If a customer asks how to clean a dress, which is the BEST source for this information?

Manufacturer's customer service department

Product care label on the dress

Department manager

Product warranty

A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?

Ask the customer directly what budget range would be best.

Show the lowest-priced sofas and move up until the customer is satisfied.

Show the highest-priced sofas and move down until the customer is satisfied.

Show a medium-priced sofas and adjust according to the customer's reactions.

An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?

Stating, "My current dining room sets is also oak."

Focusing on the price tags of the dining room set

Praising and touching a particular dining room set

Asking, "How long is this dining room set on sale?"

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?

$50.63

$55.00

$24.75

$45.50

A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?

Tell the customers there are no more pools available.

Suggest to one of the customers that she come back in three weeks when the pool will be in stock at the regular price.

Let the customers work out between themselves who will get the last pool.

Offer to contact another store to see if they have any pools left.

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?

$69,000

$65,000

$67,000

$70,500

A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the BEST way for sales associates to prepare for the launch?

Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.

Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.

Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics.

Ask co-workers if they have used the cosmetics and ask what was liked or disliked about each product.

Why should a sales associate offer add-on services to customers?

Services have much higher profit margins than products.

Services are designed to improve the quality of products.

Services can improve the customer's experience with the products.

Services guarantee repeat business with the customer.

What are the best steps to take if a customer's expectations are not met regarding their recent purchase?

Get a supervisor or manager involved right away.

Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.

Answer each point of the customer's complaint while referring to store policy as needed.

Apologize for the issue and show the customer the store policy for returns and exchanges.

A customer calls to find out whether the product he ordered has arrived at the store. Which of the following is the BEST way for the sales associate to respond to the customer's request?

Take the customer's name and number and tell him you will call back when you are able to reach a manager.

Tell him to call back at a more convenient time for you.

Place the customer on hold while you check with a manager.

Ask the customer if he would prefer to hold or have you call back with the information.

Apple is launching a new product. The product can be used to play music, watch movies, check email, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor's store. How should you BEST prepare for the large number of customers asking about this product?

Tell customers that they can call Apple directly to answer questions about how to use the product.

Remind customers they can return the item if it's too difficult to use.

Test the product demonstration model, making sure you can explain how to use each feature.

Rely on one of your co-workers to help you answer questions as he just bought the product for himself.

A customer is interested in buying his first MP3 player. Technically, the customer knows very little about MP3 players but has already made up his mind on which player he wants. As a sales associate, you should do which of the following?

Ask additional questions to confirm that the MP3 player will meet the customer's needs.

Sell the customer the player he wants and move on to the next customers.

Ask a co-worker to validate your opinion of MP3 players to convince the customer your choice is best.

Suggest to the customer that you know more about MP3 players than he does, and recommend a player.

What is the best way to handle a customer who is unsure about a product's features?

Explain the features in detail and offer a demonstration if possible.

Ask the customer to come back later when they have more time.

Suggest the customer look up reviews online.

Tell the customer to read the product manual.

A customer is interested in a product that is currently out of stock. What should the sales associate do?

Ignore the customer's request and move on to the next customer.

Suggest the customer look for the product at a competitor's store.

Offer to place an order for the product and notify the customer when it arrives.

Tell the customer to check back next week.

What is the best approach to take when a customer is comparing two similar products?

Tell the customer to choose the product that looks better.

Highlight the features and benefits of each product and let the customer decide.

Recommend the more expensive product to increase sales.

Suggest the product that has the highest profit margin.

How should a sales associate respond if a customer asks for a discount on an item that is not on sale, but the customer found the item in a sale section?

Tell your manager.

Check the sale section for the product, remove the product if necessary, and get approval from a manager on processing the discount.

Ignore the request and continue with the transaction.

Tell the customer that the item is not on sale. 