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Customer Service and Sales

Customer Service & Sales Webpage Cover Photo
The Customer Service and Sales curriculum is designed to help entry-level sales and service associates learn skills related to frontline work in retail (or any industry that values customer service and sales skills).
Individuals taking the course will learn:
• Products and services
• Assessing and meeting customer needs
• Preparing for selling, gaining customer commitment and closing the sale
• The basics of store operations and inventory control
• The process of merchandising
• The importance of common employability skills
• Crafting a polished resume
Hours: 60

The minimum age requirement to sit for the credential exam is 15 years of age or 10th grade standing.

Think that you know all there is to know about customer service? Take a sample test of the Customer Service & Sales Exam and see if you pass! Share the test with friends and see if they can beat your score.

Skills Standards

Learns About Products and/or Services

• Seeks out and participates in training opportunities to support products, services and to further
develop customer service skills.
• Remains current regarding products, services, and industry standards.
• Tests or samples products and/or services to build recommendations for customers.
• Researches and reviews relevant data on competitors’ products and/or services.
• Arranges service recovery and handles service failures.

Assesses and Meets Customer Needs

• Greets and engages the customer in a personal and professional manner.
• Assesses the customer’s needs while determining the customer’s knowledge of products or
services to promote customer loyalty.
• Listens attentively and responds effectively to customers’ comments and questions.
• Identifies the customer’s budget through active listening.
• Uses customer feedback to improve customer satisfaction.

Educates Customers

• Explains levels of product or service value to customers in a way that is relevant to their needs.
• Recommends comprehensive solutions, products, services, and related items based on
customer needs.
• Educates customer about service policies and related resources (e.g., returns, warranties,
guarantees, service plans, support plans, instruction).
• Knows when to ask for help, support, and advice

How old do I have to be to earn a credential?

The minimum age requirement to sit for the credential exam is 15 years of age or 10th grade standing.

How do I request special accommodations for the test?

To request special accommodations, submit the accommodations request form to RISE@nrf.com for review at least 30 days before the requested testing date.

How much time is allotted to take each exam?

We allot the below times for each credential exam.

  • Retail Industry Fundamentals- 120 minutes
  • Customer Service and Sales- 90 minutes
  • Advanced Customer Service and Sales- 90 minutes

Who developed the credential exams?

The NRF credential exams are based on the National Skills Standards and developed by retail industry experts and analysts with first-hand knowledge of the skills essential to today’s workplace. Exam writers include frontline workers, managers, instructors, curriculum developers and training providers. The NRF Foundation selects writers and reviewers who respect and consider the diversity of work environments, race, ethnicity, gender, disabilities, age and other factors.

Savannah Tech Savannah Campus- Morning Session

Course Dates: TBD
Meeting Days: TBD
Time: 9am-12pm
Cost: $495
Payment Deadline: TBD
Final Exam Schedule: TBD

Savannah Tech Savannah Campus- Evening Session

Course Dates: September 7th- December 7th, 2017
Meeting Days: Thursdays
Time: 6pm-8:30pm
Cost: $495
Payment Deadline: Thursday, August 31st, 2017
Final Exam Schedule: TBD

Savannah Tech Liberty Campus- Morning Session

Course Dates: TBD
Meeting Days: TBD
Time: 9am-12pm
Cost: $495
Payment Deadline: TBD
Final Exam Schedule: TBD

Savannah Tech Liberty Campus- Evening Session

Course Dates: September 5th- November 28th, 2017
Meeting Days: Tuesdays
Time: 6pm-8:30pm
Cost: $495
Payment Deadline: Tuesday, August 29th, 2017
Final Exam Schedule: TBD

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