Service Education Quiz Q4

1. A 63% VOC Satisfaction score means:

63% of customers are not satisfied with the service provided

37% of customers intend to visit the store back

63% of customers are highly satisfied with the overall service provided

37% of customers are highly dissatisfied with the service provided

63% of customers are either satisfied or highly satisfied with the service provided

63% of customers intend to recommend the store to their family or friends

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Explanation

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2. When a store runs out of VOC leaflets, the most sensible thing to do to is:

Immediately place an order for more leaflets by calling the Contact Centre

Immediately Contact your local Customer Service Area Manager to order more leaflets.

Advise customers that they cannot submit a VOC till the store has more leaflets available

None of the above

When a store runs out of VOC leaflets, the most sensible thing to do is to use the details on the receipt to introduce VOC whenever possible and advise the customer to visit the Alshaya website or call the hotline to submit their feedback. This option allows the store to continue collecting customer feedback even without physical leaflets. It also provides alternative channels for customers to submit their feedback, ensuring that their opinions are still heard and recorded. This proactive approach demonstrates a commitment to customer satisfaction and continuous improvement.

Explanation

When a store runs out of VOC leaflets, the most sensible thing to do is to use the details on the receipt to introduce VOC whenever possible and advise the customer to visit the Alshaya website or call the hotline to submit their feedback. This option allows the store to continue collecting customer feedback even without physical leaflets. It also provides alternative channels for customers to submit their feedback, ensuring that their opinions are still heard and recorded. This proactive approach demonstrates a commitment to customer satisfaction and continuous improvement.

3. As per the customer service standards, a staff member is required to introduce VOC to every single customer at the till without fail.

True

False

As per the customer service standards, it is not required for a staff member to introduce VOC (Voice of the Customer) to every single customer at the till without fail. While it may be encouraged to gather feedback from customers, it is not mandatory for every interaction.

Explanation

As per the customer service standards, it is not required for a staff member to introduce VOC (Voice of the Customer) to every single customer at the till without fail. While it may be encouraged to gather feedback from customers, it is not mandatory for every interaction.

4. The SHOPPIE Success Book for a brand is

A guide which entails the SOP for each brand in Alshaya

A guide on how to deal with the customers when they come in for a refund

A guide explaining the brands SHOPPIE standards in an easy to understand visual format

A guide that provides tips and hints on how to identify mystery shoppers and score 100% in SHOPPIE

None of the above

The correct answer is a guide explaining the brand's SHOPPIE standards in an easy to understand visual format. This explanation aligns with the given options as it describes the purpose of the SHOPPIE Success Book, which is to provide a guide that explains the brand's SHOPPIE standards. Additionally, it emphasizes that the guide is presented in an easy-to-understand visual format, suggesting that it is designed to be user-friendly and accessible.

Explanation

The correct answer is a guide explaining the brand's SHOPPIE standards in an easy to understand visual format. This explanation aligns with the given options as it describes the purpose of the SHOPPIE Success Book, which is to provide a guide that explains the brand's SHOPPIE standards. Additionally, it emphasizes that the guide is presented in an easy-to-understand visual format, suggesting that it is designed to be user-friendly and accessible.

5. Choose from below the various applicable criteria by which a store can be enrolled into Service Clinic for any Quarter: (To answer this question correctly, you will need to select more than one statement from the options given below. If you miss one – your response will be scored as incorrect)

A store with minimum 1 SHOPPIE, 1 observation and 10 VOC (as a combination) Qualifies.

SHOPPIE Alone Can Qualify a Store with a minimum of 3 visits

Observation alone can Qualify a store for Clinic with a minimum of 2 visits

All Zero SHOPPIE scores will automatically qualify to be enrolled into Service Clinic

To be enrolled into the Service Clinic, a store must meet multiple criteria. One criteria is that the store must have at least 1 SHOPPIE, 1 observation, and 10 VOC submissions as a combination. Additionally, a store can also qualify for the Service Clinic if it has a minimum of 3 SHOPPIE visits alone. Therefore, both statements are correct and applicable criteria for enrolling a store into the Service Clinic.

Explanation

To be enrolled into the Service Clinic, a store must meet multiple criteria. One criteria is that the store must have at least 1 SHOPPIE, 1 observation, and 10 VOC submissions as a combination. Additionally, a store can also qualify for the Service Clinic if it has a minimum of 3 SHOPPIE visits alone. Therefore, both statements are correct and applicable criteria for enrolling a store into the Service Clinic.

Submit

6. A brand will receive Zero VOC Satisfaction Score in a Quarter if:

30% or more of its stores have zero VOC submissions in a quarter

50% or more of its stores have zero VOC submissions in a quarter

If all of its stores do not achieve a monthly target of 30 VOC submissions

If 50% of its stores achieve less than 10 submissions in each month of the quarter

None of the options is correct

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Explanation

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7. With regards to the 'Extra Mile' program launched in 2013, choose from below all the methods by which a store/ employee can collect points. (To answer this question correctly, you will need to select more than one statement from the options given below. If you miss one – your response will be scored as incorrect)

30 points for achieving over 115% of the store sales target

10 points for giving a validated 'be Alshaya' Values Award Card

30 points for being a Quarter Service winner

20 points for attaining 115% or above of the monthly database registration target.

10 points for sending a suggestion to the Make a Difference program.

Employees can collect points for achieving over 115% of the store sales target and for attaining 115% or above of the monthly database registration target. These two methods are mentioned in the answer as the correct ways to earn points in the 'Extra Mile' program. The other options mentioned in the question, such as giving a validated 'be Alshaya' Values Award Card, being a Quarter Service winner, and sending a suggestion to the Make a Difference program, do not earn points according to the given information.

Explanation

Employees can collect points for achieving over 115% of the store sales target and for attaining 115% or above of the monthly database registration target. These two methods are mentioned in the answer as the correct ways to earn points in the 'Extra Mile' program. The other options mentioned in the question, such as giving a validated 'be Alshaya' Values Award Card, being a Quarter Service winner, and sending a suggestion to the Make a Difference program, do not earn points according to the given information.

Submit

8. The score that provides the percentage of customers who would recommend a store to their friends and /or family is called?

The correct answer is NPS, which stands for Net Promoter Score. This score measures the percentage of customers who would recommend a store to their friends and/or family. NPS is a widely used metric in customer satisfaction and loyalty research. It helps businesses gauge customer loyalty and identify areas for improvement. The other options mentioned in the question, such as Net Promoter, Net Promoter Score, and Promoter, are all related terms or variations of the same concept.

Explanation

The correct answer is NPS, which stands for Net Promoter Score. This score measures the percentage of customers who would recommend a store to their friends and/or family. NPS is a widely used metric in customer satisfaction and loyalty research. It helps businesses gauge customer loyalty and identify areas for improvement. The other options mentioned in the question, such as Net Promoter, Net Promoter Score, and Promoter, are all related terms or variations of the same concept.

Submit

9. Match the following Countries to their correct Contact Centre Hotline number

Kuwait