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
- 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
- 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
- 4.SHOPPIE Icon on MyAEP has been renamed to Customer Care Applications
- A.
True
- B.
False
- 5.How many Main Factors does SHOPPIE measure
- A.
3
- B.
4
- C.
6
- D.
5
- 6.The Customer Care SHOPPIE Service reports are published
- A.
Once every quarter
- B.
Once every month
- C.
Weekly
- D.
Once a year
- 7.During a customer’s visit, Staff should use either English, local language or mother tongue
- A.
True
- B.
False
- 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
- 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"
- 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
- 11.The Group Customer Care newsletter is called
- A.
Miles of Smiles
- B.
Take 5
- C.
Connect
- D.
Focus
- E.
SHOPPIE Newsletter
- 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
- 13.Shortage of Staff is a VALID SHOPPIE Feedback and the score will be amended
- A.
True
- B.
False
- 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
- 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
- 16.Since Q3 2011, a few of the SHOPPIE visits are being recorded by digital voice recorders
- A.
True
- B.
False
- 17.What is the minimum required number of SHOPPIE visits per store in a quarter?
- A.
2
- B.
1
- C.
3
- D.
No minimum.
- 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
- 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
- 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
Questions: 9 | Attempts: 1463 | Last updated: Mar 21, 2022
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