NRF CSS Practice Exam - Cait Taulbee | Library

Instructions

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

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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?

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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?

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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?

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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?

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

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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?

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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?

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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?

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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?

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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?

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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?

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

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

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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?

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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?

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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?

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

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

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

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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?