Take 5 Quiz 6
Test your knowledge on SHOPPIE and get a chance to win a Wild card
- 1.
How many days do you have to submit your SHOPPIE feedback after the email notification has been sent out
- A.
5 working days
- B.
5 Calendar days
- C.
3 working days
- D.
3 calendar days
Correct Answer
B. 5 Calendar daysExplanation
Since all stores are operational every day of the week, feedback can be sent on Fridays and SaturdaysRate this question:
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- 2.
As per the standards, when should you greet the customer
- A.
Within 20 seconds from the time the customer walks in the store
- B.
Within 30 seconds from the time the customer walks in the store
- C.
Immediately upon eye contact
- D.
When customer is within 5 meter of the Staff
Correct Answer
C. Immediately upon eye contactExplanation
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.Rate this question:
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- 3.
What is the correct way to send your SHOPPIE feedback
- A.
By sending an email to your respective Officer/Area Manager
- B.
Contact Alshaya Hotline by phone or email
- C.
Through the feedback button on the SHOPPIE visit report
- D.
Through CFS on MyAEP
- E.
All the above
Correct Answer
C. Through the feedback button on the SHOPPIE visit reportExplanation
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 toRate this question:
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- 4.
SHOPPIE Icon on MyAEP has been renamed to Customer Care Applications
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The explanation for the given correct answer is that the SHOPPIE Icon on MyAEP has indeed been renamed to Customer Care Applications.Rate this question:
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- 5.
How many Main Factors does SHOPPIE measure
- A.
3
- B.
4
- C.
6
- D.
5
Correct Answer
B. 4 -
- 6.
The Customer Care SHOPPIE Service reports are published
- A.
Once every quarter
- B.
Once every month
- C.
Weekly
- D.
Once a year
Correct Answer
A. Once every quarterExplanation
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.Rate this question:
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- 7.
During a customer’s visit, Staff should use either English, local language or mother tongue
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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 staffRate this question:
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- 8.
Staff maintains positive body language at all times by:
- A.
Directly facing the customer with an upright posture & hands by side
- B.
Allowing less than 1 meter distance in between
- C.
Projecting friendliness & willingness to help
- D.
A & C
- E.
All the above
Correct Answer
D. A & CExplanation
Less than 1 meter is considered to be personal space and the vast majority of customers will be bothered by the proximity.Rate this question:
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- 9.
In SHOPPIE, the scoring mechanism is based on :
- A.
A scale of 1 to 5
- B.
A scale of 0 to 5
- C.
A scale of 1,3, or 5 and "NA"
- D.
5 for "YES", 1 for 50% and 0 for "NO"
- E.
5 for "YES", 1 for "NO"and 0 for "NA"
Correct Answer
E. 5 for "YES", 1 for "NO"and 0 for "NA"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.Rate this question:
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- 10.
If the customer demands to turn off the music when it is not during Prayer Time, you should
- A.
Inform the customer politely that you cannot turn off the music but you will lower the volume
- B.
Fully comply and respect the customer’s request and turn off the music
- C.
Decline and say “Sorry, it’s our policy”
- D.
Acknowledge the customer’s request but do nothing and hope the customer leaves soon
- E.
None of the above
Correct Answer
A. Inform the customer politely that you cannot turn off the music but you will lower the volumeExplanation
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 musicRate this question:
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- 11.
The Group Customer Care newsletter is called
- A.
Miles of Smiles
- B.
Take 5
- C.
Connect
- D.
Focus
- E.
SHOPPIE Newsletter
Correct Answer
C. ConnectExplanation
The correct answer is "Connect." This is the newsletter name for Group Customer Care.Rate this question:
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- 12.
A store/outlet is in Service Clinic if the YTD SHOPPIE score is
- A.
More than 5% below the Brand Target
- B.
Below the Brand Target
- C.
More than 10% below the Brand Target
- D.
As deemed by Customer Care
- E.
All the above
Correct Answer
B. Below the Brand TargetExplanation
A store/outlet is considered to be in Service Clinic if its YTD SHOPPIE score is below the Brand Target.Rate this question:
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- 13.
Shortage of Staff is a VALID SHOPPIE Feedback and the score will be amended
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 14.
When faced with an objection from a customer and you don’t know the answer, the right response is
- A.
I don’t know
- B.
It is not my department
- C.
Come back after a while
- D.
"Go speak to that guy over there he can help you” while pointing with the finger in the right direction
- E.
None of the above
Correct Answer
E. None of the above -
- 15.
When a customer has an objection/complaint that you are not able to resolve on your own, you should
- A.
Give the customer the number of the ops manager first and let them sort it out
- B.
Get the details of the customer and submit on CFS
- C.
Ask the customer to contact Customer Hotline
- D.
B or C
- E.
All the above
Correct Answer
D. B or CExplanation
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 managerRate this question:
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- 16.
Since Q3 2011, a few of the SHOPPIE visits are being recorded by digital voice recorders
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
ALL of the visit are recorded, not just a fewRate this question:
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- 17.
What is the minimum required number of SHOPPIE visits per store in a quarter?
- A.
2
- B.
1
- C.
3
- D.
No minimum.
Correct Answer
B. 1Explanation
Every store needs to be visited at least once every quarter, except the stores that are in restricted zones such as airport terminals.Rate this question:
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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
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
A flickering light is considered as a malfunctioning lightRate this question:
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- 19.
Under SHOPPIE, there is one quarterly winner
- A.
For every 15 stores
- B.
For every 30 stores
- C.
For every 20 stores
- D.
For every 25
Correct Answer
C. For every 20 storesExplanation
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.Rate this question:
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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.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Customer Care Measurement Centre will respond to feedbacks within 3 calendar days ONLY TO FEEDBACKS RECEIVED THROUGH THE REMEDY SYSTEM. (please read question # 3)Rate this question:
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