Service Education Quiz Q4

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| By ChadiS
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ChadiS
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Quizzes Created: 9 | Total Attempts: 9,258
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Service Education Quiz Q4 - Quiz


Dear Colleague,

Welcome to the Service Education Quiz for Q4 2013!

This quiz consists of 10 short questions measuring your knowledge and understanding as brand operators on all Customer Service programs and its processes. It is Mandatory to answer all the questions.

Answering a minimum 9 out of 10 questions correctly (90%) will earn you one Service Wild Card which can be used to delete any one SHOPPIE, Observation or VOC score from any store under your AOR.

To take the quiz kindly fill out the information below and click on the Start button. Wish you all Read morethe best!

Service Education Team | Customer Service


Questions and Answers
  • 1. 

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

    • A.

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

    • B.

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

    • C.

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

    • D.

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

    • E.

      None of the options is correct

    Correct Answer
    E. None of the options is correct
  • 2. 

    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.

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

    • B.

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

    • C.

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

    • D.

      VOC alone can qualify a store for clinic as long as they have a minimum of 10 submissions and their VOC YTD score is more than 10% below Alshaya YTD VOC Average Satisfaction score

    • E.

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

    Correct Answer(s)
    A. A store with minimum 1 SHOPPIE, 1 observation and 10 VOC (as a combination) Qualifies.
    B. SHOPPIE Alone Can Qualify a Store with a minimum of 3 visits
    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.

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  • 3. 

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

    Correct Answer(s)
    NPS
    Net Promoter Score
    Net Promoter
    Promoter
    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.

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  • 4. 

    A 63% VOC Satisfaction score means: 

    • A.

      63% of customers are not satisfied with the service provided

    • B.

      37% of customers intend to visit the store back

    • C.

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

    • D.

      37% of customers are highly dissatisfied with the service provided

    • E.

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

    • F.

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

    Correct Answer
    C. 63% of customers are highly satisfied with the overall service provided
  • 5. 

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

    • A.

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

    • B.

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

    • C.

      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.

    • D.

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

    • E.

      None of the above

    Correct Answer
    C. 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.
    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.

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  • 6. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

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  • 7. 

    The SHOPPIE Success Book for a brand is

    • A.

      A guide which entails the SOP for each brand in Alshaya

    • B.

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

    • C.

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

    • D.

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

    • E.

      None of the above

    Correct Answer
    C. A guide explaining the brands SHOPPIE standards in an easy to understand visual format
    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.

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  • 8. 

    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)

    • A.

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

    • B.

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

    • C.

      30 points for being a Quarter Service winner

    • D.

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

    • E.

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

    Correct Answer(s)
    A. 30 points for achieving over 115% of the store sales target
    D. 20 points for attaining 115% or above of the monthly database registration target.
    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.

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