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| By ChadiS
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ChadiS
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Quizzes Created: 9 | Total Attempts: 9,821
| Attempts: 588 | Questions: 20
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1. How many days do you have to submit your SHOPPIE feedback after the email notification has been sent out 

Explanation

Since all stores are operational every day of the week, feedback can be sent on Fridays and Saturdays

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2.  As per the standards, when should you greet the customer 

Explanation

According to the standards, it is important to greet the customer immediately upon eye contact. This means that as soon as the staff member makes eye contact with the customer, they should acknowledge their presence and greet them. This shows attentiveness and a willingness to assist the customer, creating a positive impression and starting the interaction on a friendly note. Greeting the customer promptly also helps to make them feel welcome and valued, enhancing their overall experience in the store.

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3.  What is the correct way to send your SHOPPIE feedback 

Explanation

Only feedback sent through the "Feedback" button on the SHOPPIE sheet is considered. We monitor the response SLAs in order to continually improve our services. All othger types of feedbacks will not be responded to

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4. SHOPPIE Icon on MyAEP has been renamed to Customer Care Applications 

Explanation

The explanation for the given correct answer is that the SHOPPIE Icon on MyAEP has indeed been renamed to Customer Care Applications.

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5. How many Main Factors does SHOPPIE measure 

Explanation

not-available-via-ai

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6. The Customer Care SHOPPIE Service reports are published 

Explanation

The correct answer is "Once every quarter." This means that the Customer Care SHOPPIE Service reports are published every three months. This frequency allows for regular updates and analysis of the customer care service performance, providing valuable insights for improvement and decision-making.

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7. During a customer's visit, Staff should use either English, local language or mother tongue 

Explanation

THis statement is false because staff should never speak in their mother tongue EXCEPT if the customer speaks it first. It is actually the customer's preferred language. If it happens to be the same as the mother tongue of the staff, then it is acceptable, but only if first initiated by the customer and not the staff

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8. Staff maintains positive body language at all times by: 

Explanation

Less than 1 meter is considered to be personal space and the vast majority of customers will be bothered by the proximity.

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9. In SHOPPIE, the scoring mechanism is based on : 

Explanation

The scoring mechanism in SHOPPIE is based on assigning a score of 5 for "YES", 1 for "NO", and 0 for "NA". This means that a positive response (YES) is given the highest score, a negative response (NO) is given a lower score, and a non-applicable response (NA) is given the lowest score. This scoring system allows for differentiation between different types of responses and provides a numerical value for each response.

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10. If the customer demands to turn off the music when it is not during Prayer Time, you should 

Explanation

The Music that is played in the store is part of the Brand and is as important as the Visuals and other factors that make up the brand. It is not up to the staff to turn off the music except during prayer times. Think about it this way, if you turn off the music, you may be pleasing one customer but you are risking upsetting many others. The correct thing to do is apologize and inform the customer that you will lower the music

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11. The Group Customer Care newsletter is called

Explanation

The correct answer is "Connect." This is the newsletter name for Group Customer Care.

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12. A store/outlet is in Service Clinic if the YTD SHOPPIE score is 

Explanation

A store/outlet is considered to be in Service Clinic if its YTD SHOPPIE score is below the Brand Target.

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13. Shortage of Staff is a VALID SHOPPIE Feedback and the score will be amended 

Explanation

Remember that SHOPPIE rates our stores from the CUSTOMER perspective. A customer would not know that there is a shortage of staff. All they know if they had a good experience or a bad one.

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14. When faced with an objection from a customer and you don't know the answer, the right response is 

Explanation

not-available-via-ai

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15. When a customer has an objection/complaint that you are not able to resolve on your own, you should  

Explanation

Staff should always contact Customer Care immediately before they speak to anyone else when there is a complaint or an objection that they cannot resolve on their own. Customer Care will do all the work for you in resolving the issue for you. It is important because Customer Care records all the conversations with the customers and they update the database, which means they can keep a track of all the complaints. So when you encounter a complaint that you cannot solve on your own, the first thing to do is contact Customer Care or ask the customer to contact Customer Care BEFORE you speak to your Ops manager

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16. Since Q3 2011, a few of the SHOPPIE visits are being recorded by digital voice recorders

Explanation

ALL of the visit are recorded, not just a few

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17. What is the minimum required number of SHOPPIE visits per store in a quarter?

Explanation

Every store needs to be visited at least once every quarter, except the stores that are in restricted zones such as airport terminals.

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18. If all lights are in perfectly working condition but there is one light that is flickering, full marks will be deducted for this question on SHOPPIE checklist 

Explanation

A flickering light is considered as a malfunctioning light

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19. Under SHOPPIE, there is one quarterly winner  

Explanation

Under SHOPPIE, there is one quarterly winner for every 20 stores. This means that for every 20 stores, there will be one winner selected on a quarterly basis.

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20. Customer Care Measurement Centre will have up to 3 calendar days to reply to all feedback received either through the system, email, or phone call.  

Explanation

Customer Care Measurement Centre will respond to feedbacks within 3 calendar days ONLY TO FEEDBACKS RECEIVED THROUGH THE REMEDY SYSTEM. (please read question # 3)

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  • Mar 16, 2023
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  • Sep 25, 2011
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How many days do you have to submit your SHOPPIE feedback after the...
 As per the standards, when should you greet the customer 
 What is the correct way to send your SHOPPIE feedback 
SHOPPIE Icon on MyAEP has been renamed to Customer Care...
How many Main Factors does SHOPPIE measure 
The Customer Care SHOPPIE Service reports are published 
During a customer's visit, Staff should use either English, local...
Staff maintains positive body language at all times by: 
In SHOPPIE, the scoring mechanism is based on : 
If the customer demands to turn off the music when it is not during...
The Group Customer Care newsletter is called
A store/outlet is in Service Clinic if the YTD SHOPPIE score is 
Shortage of Staff is a VALID SHOPPIE Feedback and the score will be...
When faced with an objection from a customer and you don't know the...
When a customer has an objection/complaint that you are not able to...
Since Q3 2011, a few of the SHOPPIE visits are being recorded by...
What is the minimum required number of SHOPPIE visits per store in a...
If all lights are in perfectly working condition but there is one...
Under SHOPPIE, there is one quarterly winner  
Customer Care Measurement Centre will have up to 3 calendar days to...
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