Take 5 Quiz - Food Services And Starbucks - January 2012
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When answering the Take 5 Quiz, the best practice to adopt is:
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Answer the quiz by yourself in a quiet time before opening or after working hours.
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Call to consult other store managers / operations and then answer the quiz before opening or after working hours.
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Print copies, hand them to your store team members and wait for their feedback before submitting and then answer the quiz within the time period.
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Call your Customer Care representative and get their advice on how to score higher.
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This quiz is applicable for Food Service and Starbucks.
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- 2.
One of your regular customers walks into your store and complains that they are not receiving your promotional SMSs, immediately you log into the system and you find out that you have entered the wrong mobile number. What is the best service recovery with this customer?
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Call/email Alshaya Contact Centre and tell them about the situation and register a request to modify the customer information.
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Apologise to the customer and register the customer again.
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Acknowledge the customer, tell them about the mistake that happened and register customer feedback through MyAEP.
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None of the above.
Correct Answer
A. Call/email Alshaya Contact Centre and tell them about the situation and register a request to modify the customer information.Explanation
The best service recovery with the customer in this situation would be to call/email Alshaya Contact Centre and inform them about the situation. By registering a request to modify the customer's information, the store can ensure that the correct mobile number is entered, thus resolving the issue and ensuring that the customer receives promotional SMSs in the future. This action demonstrates accountability and a proactive approach to rectifying the mistake.Rate this question:
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- 3.
You are always encouraging your staff to live Alshaya’s Vision and Values by recognising them through the “be Alshaya Values Award card, you noticed that you are running out of stock and there are only few cards available, you will:
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Make more cards by photocopying and use the copy cards instead.
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Call your operation and ask them what to do.
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Call the Contact Centre in your country and ask them to deliver more cards.
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Submit request through MyAEP.
Correct Answer
A. Call your operation and ask them what to do. -
- 4.
Choose the most appropriate statement from the below:
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I greet my customer as it is part of Alshaya SHOPPIE standards.
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I greet my customer to make them feel welcomed and serve as an ice breaker for further conversation.
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I greet my customer to show respect and courtesy.
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I greet my customer as it is in my job description.
Correct Answer
A. I greet my customer to make them feel welcomed and serve as an ice breaker for further conversation.Explanation
The correct answer is "I greet my customer to make them feel welcomed and serve as an ice breaker for further conversation." This statement explains that greeting the customer is done to create a welcoming atmosphere and initiate a conversation. It suggests that the purpose of the greeting is to make the customer feel comfortable and to establish a friendly rapport, which can potentially lead to further interaction and engagement.Rate this question:
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- 5.
A male customer walks into your store and at some point during the interaction he tells you that he’s a mystery shopper and he’s here to score your performance, what will be your immediate reaction:
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You will try your best to serve the customer and a get a high score on SHOPPIE.
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You let the store manager know about the situation and call other stores in your location informing them about it.
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You continue serving the customer, and then immediately report the incident to your Customer Care representative.
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You ask the customer to provide you with his full details and contact operations for guidance.
Correct Answer
A. You continue serving the customer, and then immediately report the incident to your Customer Care representative.Explanation
The correct answer is to continue serving the customer and then immediately report the incident to the Customer Care representative. This response shows professionalism and ensures that the company is aware of the situation. By continuing to serve the customer, the employee is providing good customer service and not letting the presence of a mystery shopper affect their performance. Reporting the incident to the Customer Care representative allows the company to take appropriate action and address any concerns or issues raised by the mystery shopper.Rate this question:
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- 6.
You received a very low SHOPPIE score, and after reading the visit comments you come to conclusion that the details are wrong. In such incidents you:
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Call the operations immediately, explain the incident and ask them to contact Customer Care.
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Call LP and get permission to view the recorded CCTV.
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Submit your feedback through the system and contact your Customer Care representative.
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Call Alshaya Contact Centre and ask them to delete the visit.
Correct Answer
A. Submit your feedback through the system and contact your Customer Care representative.Explanation
In this situation, the best course of action would be to submit your feedback through the system and contact your Customer Care representative. By submitting your feedback through the system, you are providing a record of the incident and your concerns. Contacting your Customer Care representative will allow you to explain the situation in detail and seek their assistance in resolving the issue. This approach ensures that the incident is properly documented and addressed by the appropriate channels.Rate this question:
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- 7.
A customer is asking you to choose a low calorie food from the menu, you show her an option but she picks another that you genuinely think is high calorie. How do you deal with the situation:
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Politely offer another alternative without embarrassing the customer and follow the reaction.
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Be truthful and inform the customer of the high calorie content.
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Reinforce the customer's decision and inform her that she made a good choice.
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Confirm customer’s order, and offer additional items from the menu.
Correct Answer
A. Politely offer another alternative without embarrassing the customer and follow the reaction.Explanation
In this situation, it is important to prioritize the customer's satisfaction while still being honest. By politely offering another alternative without embarrassing the customer, you show respect for their choice while also providing them with a healthier option. Following their reaction allows you to gauge their response and make any necessary adjustments to ensure their satisfaction. This approach maintains a positive customer experience while also addressing their request for a low calorie food.Rate this question:
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- 8.
After receiving the bill / receipt, the customer noticed that there are additional items on it which he did not order, you verify the order and find out that the customer is right, in such situation your action should be to:
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Apologise to the customer and call the Alshaya Contact Centre to log a customer complaint.
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Apologise to the customer and cancel the addition item.
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Ask the customer to wait for few minutes till you contact your operations manager for guidance.
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Apologise to the customer and give away a complementary item/dessert.
Correct Answer
A. Apologise to the customer and cancel the addition item.Explanation
In this situation, the customer has noticed additional items on the bill that they did not order. The correct action would be to apologize to the customer for the mistake and then proceed to cancel the additional item. This shows that the company acknowledges the error and takes responsibility for it by rectifying the situation. Calling the Alshaya Contact Centre to log a customer complaint may be an additional step that can be taken to ensure that the issue is addressed and prevented in the future, but the immediate action should be to apologize and cancel the incorrect item. Offering a complementary item or dessert may be a nice gesture, but it is not necessary in this situation.Rate this question:
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- 9.
A lady customer approaches you and tells you that she forgot her mobile in store last night; you search the store and ask all staff to check, in spite of your efforts you do not find anything. The best reaction for this situation will be to:
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Call the LP supervisor and let them deal with the situation.
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Call the Customer Care immediately and ask them to apologise to the customer.
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Apologise to the customer, inform her that you did your best and thank her for understanding and log an incident report.
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Call your operations for advice.
Correct Answer
A. Apologise to the customer, inform her that you did your best and thank her for understanding and log an incident report.Explanation
In this situation, the best reaction would be to apologize to the customer for not being able to find her mobile, inform her that you did your best in searching for it, and thank her for understanding. Logging an incident report is also important to document the situation. This response shows empathy towards the customer and acknowledges the efforts made to resolve the issue. Calling the LP supervisor or Customer Care may not be necessary as the situation can be handled directly with the customer. Calling operations for advice may cause unnecessary delays and may not be the most efficient solution.Rate this question:
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- 10.
Store is busy with customers and you have not enough colleagues to help you. You are getting an order from a female customer who is taking long time to make a decision and is slowing you down with serving other customers, in such situations you should?
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Tell her politely she’s taking too long and other customers are waiting.
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Let the customer take her time and help her through giving recommendation she can choose from.
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Excuse yourself and ask your line manager to help the customer.
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Give a sense of urgency by using a faster tone of voice.
Correct Answer
A. Let the customer take her time and help her through giving recommendation she can choose from.Explanation
In this situation, it is important to prioritize customer service and provide assistance to the customer. By letting the customer take her time and offering recommendations, you are showing patience and understanding. This approach ensures that the customer feels valued and supported in making her decision. It also helps to maintain a positive and professional atmosphere in the store, rather than rushing or pressuring the customer.Rate this question:
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- 11.
A customer is angry because he found a hair in his order, how best can you handle this situation?
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Apologise to the customer and replace the item immediately.
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Apologise to the customer, replace the item immediately and contact Alshaya Contact Centre.
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Tell the customer that this never happened before and this is the first time you hear of such incidents and replace the order.
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Apologise to the customer, replace the item immediately and don’t let the customer pay for it.
Correct Answer
A. Apologise to the customer, replace the item immediately and don’t let the customer pay for it.Explanation
The best way to handle the situation is to apologize to the customer, replace the item immediately, and not let the customer pay for it. By apologizing, it shows empathy and acknowledges the mistake. Replacing the item immediately demonstrates a commitment to resolving the issue promptly. Not charging the customer for the replacement item is a gesture of goodwill and compensation for the inconvenience caused by the hair in the order.Rate this question:
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- 12.
Product knowledge is very important in your line of business because :
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To inform customer about the dietary information when asked.
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It is essential for the up selling of menu items.
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Customers have more confidence in a knowledgeable and helpful staff.
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All of the above.
Correct Answer
A. All of the above.Explanation
Having product knowledge is crucial in the given line of business for several reasons. Firstly, it enables you to provide customers with accurate dietary information when they inquire, ensuring their needs and preferences are met. Secondly, it plays a significant role in the up-selling of menu items, as you can confidently recommend additional options based on your knowledge of the products. Lastly, customers tend to have more confidence and trust in staff who possess extensive knowledge about the products, creating a positive and helpful environment. Therefore, all of the above reasons emphasize the importance of product knowledge in this line of business.Rate this question:
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Current Version
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Mar 18, 2023Quiz Edited by
ProProfs Editorial Team -
Jan 30, 2012Quiz Created by
ChadiS
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