Voc 'self Learning' Quiz

10 Questions | Total Attempts: 316

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Voc

Dear Colleague, This quiz is designed purely for learning purposes and to improve VOC awareness among our brand management team with special focus on highlighting the programs benefits to improving our business. There are only 10 questions and after each response, the system will provide you with the correct answer and the explanation for each answer. We hope you enjoy the quiz and please ensure that you share the details with your store teams. Service Education Team | Group Customer Service


Questions and Answers
  • 1. 
    In a VOC report for a brand or store, if the lowest scoring factor is 'Value for money' then what would be the ideal action plan?
    • A. 

      Reduce the price of your key product offerings so that customers would be highly satisfied

    • B. 

      Reduce the price of the most expensive products and hope that it will have an impact on the satisfaction level

    • C. 

      Improve customer service and other product offerings based on the detailed VOC report and increase the value perceived by each customer

    • D. 

      None of the above will work as customers always think we are very expensive

    • E. 

      There is nothing much that can be done

  • 2. 
    If 3000 customers (25%) were less than highly satisfied because your brand does not exist in a certain location (For example: ABUDHABI), which is easily accessible to them, what would be an ideal way to utilize this data?
    • A. 

      VOC is a head ache and is giving our customers too much power and making our lives difficult

    • B. 

      There is nothing that we could do about it and continue to accept poor VOC score

    • C. 

      The customer can say whatever they want but they don't know how our business model is and how we choose our store locations. So ignore them.

    • D. 

      If our customers are suggesting that they would be highly satisfied if the brand had a location in ABUDHABI, then this should be taken seriously and all options should be considered to see whether it would be viable to the business and the brand to open a store in that location.

    • E. 

      None of the above options seem sensible

  • 3. 
    VOC scoring is based on percentage of highly satisfied customers on the overall experience question because,
    • A. 

      It would be the best way to pull down the average service scores which are currently very high

    • B. 

      It would ensure that only very few stores will now achieve their service score

    • C. 

      There is no point in looking at who is satisfied and less than satisfied.

    • D. 

      It is the same way that we measure SHOPPIE

    • E. 

      As we are aiming to provide our customers with the highest levels of service, this scoring methodology gives a better indication on why our customers are less than highly satisfied with our products/ services and how best to improve them.

  • 4. 
    Staff in stores are advised not to enter VOC surveys for their own stores on behalf of customers, in order to protect the integrity and authenticity of data collected.
    • A. 

      True

    • B. 

      False

  • 5. 
    If a store is having Zero VOC submissions in a quarter, then the ideal thing to do is,
    • A. 

      Exclude that store from VOC service measurement and let only SHOPPIE account for their overall service score

    • B. 

      Find out why the store is unable to encourage even a single customer to submit VOC and decide on an action plan to improve the performance by seeking assistance from the Group Customer Service team.

    • C. 

      Issue a Warning letter for the store manager right away purely based on his stores poor performance.

    • D. 

      None of the above

  • 6. 
    VOC can provide details into: (This question has more than one correct options. Choose all the ones that hold true.)
    • A. 

      Customers perception of our service level in stores

    • B. 

      The effect of service quality on customers intention to purchase more than intended

    • C. 

      Brand SHOPPIE Score

    • D. 

      The customer satisfaction for Alshaya support functions

    • E. 

      The cleanliness & hygiene levels in stores

  • 7. 
    When a store runs out of VOC leaflets, the ideal thing to do is to use the details on the receipts such as the Alshaya website and Customer service hotline number to encourage the customer to submit their feedback.
    • A. 

      True

    • B. 

      False

  • 8. 
    What are the key messages that a customer should take away after VOC has been introduced to them? (This question has more than one correct answers. Choose all the right options that holds true)
    • A. 

      Their feedback on our products and services are valuable to us

    • B. 

      Feedback can be given online on www.alshaya.com or by calling the Alshaya Hotline

    • C. 

      The Group Customer Service Area Manager will contact them after they leave the store to collect their feedback.

    • D. 

      They need to retain their receipt to input certain details while filling the survey.

    • E. 

      VOC is a loyalty card program that is aimed at providing 100 KD to our customers for their feedback.

  • 9. 
    When it comes to achieving targeted VOC submissions for each store, some of the important factors that plays a major role are: (This question has multiple correct answers. Choose all the options that hold true)
    • A. 

      Staff's ability to recognize every opportunity to comfortably introduce VOC to a customer sensibly.

    • B. 

      Staff awareness and knowledge about VOC and its benefits to the business and to themselves

    • C. 

      Store teams ability to clean the store and keep it neat and tidy.

    • D. 

      Brand Managements commitment to drive VOC through proper awareness and by providing both emotional and instrument support.

    • E. 

      All of the above

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