Take 5 Quiz - Food Services And Starbucks - February 2012

1. You have noticed that your colleague is having difficultly speaking English with an expat customer. The customer is asking questions and looks frustrated with your colleague inability to understand, your colleague did not ask you for help, what should you do?

Help your colleague to join an English course that you know will help her.

Wait until the customer leaves, then ask your colleague why she didn’t call for your help.

Politely join the conversation in a natural way answer the customer’s questions.

Do nothing and mind your own business.

If you notice that your colleague is having difficulty speaking English with an expat customer and the customer looks frustrated, the best course of action would be to politely join the conversation in a natural way and answer the customer's questions. This shows support for your colleague and helps to alleviate the customer's frustration. Offering assistance without being asked can improve the overall customer experience and demonstrate teamwork.

Explanation

If you notice that your colleague is having difficulty speaking English with an expat customer and the customer looks frustrated, the best course of action would be to politely join the conversation in a natural way and answer the customer's questions. This shows support for your colleague and helps to alleviate the customer's frustration. Offering assistance without being asked can improve the overall customer experience and demonstrate teamwork.

2. You noticed that the painting on the wall behind the till and/or host desk is dirty and chipping, you contact Facility Management help desk to log a request, and they tell you it will take at least two weeks to fix the issue. Your operator informs you that your store will be visited by the host brand in less than a week. What can you do:

Do nothing, property and operations are informed, so your job is done.

Purchase paint and with the help of your colleagues repaint the wall.

Take money from the store petty cash and purchase paint in order to fix the wall during the night shift.

Follow up with your operations and property for urgent rescheduling of the re-painting.

You should follow up with your operations and property for urgent rescheduling of the re-painting because the host brand will be visiting the store in less than a week. It is important to ensure that the painting on the wall is fixed before their visit to maintain a good impression.

Explanation

You should follow up with your operations and property for urgent rescheduling of the re-painting because the host brand will be visiting the store in less than a week. It is important to ensure that the painting on the wall is fixed before their visit to maintain a good impression.

3. It's an Eid evening and your store is packed with customers, you are already operating with all tills open and/or with all tables busy, the queue is getting longer and customers are getting impatient. The best way to deal with this situation is to?

You are doing all you can and serving the customers as quickly as possible.

You politely will ask every customer to pay cash as this will speed up the process.

You will continue serving customers accurately hoping they will understand the situation.

You acknowledge every customer waiting time thanking them for waiting and keep a positive attitude.

In this situation, where the store is packed with customers and the queue is getting longer, acknowledging every customer's waiting time and thanking them for their patience while maintaining a positive attitude is the best way to deal with the situation. This approach shows empathy towards the customers and helps in managing their expectations. It also creates a positive atmosphere and may help in calming down impatient customers.

Explanation

In this situation, where the store is packed with customers and the queue is getting longer, acknowledging every customer's waiting time and thanking them for their patience while maintaining a positive attitude is the best way to deal with the situation. This approach shows empathy towards the customers and helps in managing their expectations. It also creates a positive atmosphere and may help in calming down impatient customers.

4. You are the store in charge and you have noticed that one of the team members has an issue with personal hygiene, note that you are from same gender. What's the best thing to do:

Do nothing as you might embarrass your colleague.

Inform your line manager and he/she will take the necessary action.

Wait till the one of the customers complain about it then bring it to your manager attention.

Choose an appropriate time and have a private conversation with your team member about the hygiene issue.

The best thing to do in this situation is to choose an appropriate time and have a private conversation with your team member about the hygiene issue. This approach allows you to address the problem directly and in a respectful manner, without embarrassing your colleague. Informing your line manager may be necessary if the issue persists or if your conversation does not yield any positive results, but it is important to first attempt to resolve the issue privately. Waiting for a customer complaint is not a proactive or professional approach to addressing the problem.

Explanation

The best thing to do in this situation is to choose an appropriate time and have a private conversation with your team member about the hygiene issue. This approach allows you to address the problem directly and in a respectful manner, without embarrassing your colleague. Informing your line manager may be necessary if the issue persists or if your conversation does not yield any positive results, but it is important to first attempt to resolve the issue privately. Waiting for a customer complaint is not a proactive or professional approach to addressing the problem.

5. A VIP customer that is regular to your store sends a friend of his to purchase food products/merchandise worth of KD100 value, and wishes to use the customer VIP discount card to pay for it. You call the customer and communicate the following:

Requesting an SMS for documentation, then process the transaction.

Apologizing that you can’t process the transaction without the customer personally being there.

Making sure that the customer knows that his card is being used and it’s not stolen.

Confirming the item purchased and telling him about refunds and exchange policy.

The explanation for the correct answer is that in order to prevent fraud and ensure the security of the transaction, it is necessary for the customer to be present when using their VIP discount card. This is a common practice in many stores to protect both the customer and the business from any potential unauthorized use of the card. By apologizing and explaining this policy to the customer, it shows that the store values their security and wants to maintain a high level of trust with their VIP customers.

Explanation

The explanation for the correct answer is that in order to prevent fraud and ensure the security of the transaction, it is necessary for the customer to be present when using their VIP discount card. This is a common practice in many stores to protect both the customer and the business from any potential unauthorized use of the card. By apologizing and explaining this policy to the customer, it shows that the store values their security and wants to maintain a high level of trust with their VIP customers.

6. Complete the sentence "When I am at work, my number one priority is:

Working with the team to accomplish our sales target.

Making sure that the customer is taken care of.

Focusing completely on the task at hand.

Finding out if a mystery shopper visited my store.

The correct answer is "Making sure that the customer is taken care of." This answer reflects a customer-centric approach, indicating that the individual prioritizes the well-being and satisfaction of the customer while at work. It suggests a commitment to providing excellent customer service and ensuring that all customer needs are met.

Explanation

The correct answer is "Making sure that the customer is taken care of." This answer reflects a customer-centric approach, indicating that the individual prioritizes the well-being and satisfaction of the customer while at work. It suggests a commitment to providing excellent customer service and ensuring that all customer needs are met.

7. One of your regular customers forgot his wallet upon paying for his bill and has already left the store. The best practice in this kind of situation is to:

Check the wallet for civil ID to get the full customer contact details and call your customer.

Wait for 30 minutes, maybe the customer will remember and come back, if not call the mall security and report the incident.

After your shift take the wallet to the nearest police station and report the incident so you ensure that the customer gets it back.

Follow the LP process regarding lost and found and fill the required forms in your store.

The best practice in this situation is to follow the LP (Loss Prevention) process regarding lost and found and fill the required forms in your store. This ensures that the wallet is properly documented and can be returned to the customer if they come back to claim it. Taking the wallet to the police station may not be necessary unless the customer does not return within a reasonable amount of time. Calling the customer based on their civil ID may not be appropriate as it involves accessing their personal information without their consent.

Explanation

The best practice in this situation is to follow the LP (Loss Prevention) process regarding lost and found and fill the required forms in your store. This ensures that the wallet is properly documented and can be returned to the customer if they come back to claim it. Taking the wallet to the police station may not be necessary unless the customer does not return within a reasonable amount of time. Calling the customer based on their civil ID may not be appropriate as it involves accessing their personal information without their consent.

8. A lady customer approaches you complaining that there is no one available to assist her in choosing items for a catering order, your colleague who is responsible for that is on a short break. In this situation the ideal action is to:

Apologise to her, take her to the menu and assist her in finding the proper set for her event.

Apologise to her and ask her politely to rest until you find the right person to help her.

Apologise to her and call your colleague on mobile to come back from his break.

Apologise to her and direct her to store manager for assistance.

In this situation, the ideal action is to apologize to the customer for the inconvenience and take her to the menu to assist her in finding the proper set for her event. This shows empathy towards the customer's needs and ensures that she receives the necessary assistance in choosing the items for her catering order. Directing her to the store manager or asking her to wait may not provide immediate help, and calling the colleague back from their break may disrupt their rest time unnecessarily.

Explanation

In this situation, the ideal action is to apologize to the customer for the inconvenience and take her to the menu to assist her in finding the proper set for her event. This shows empathy towards the customer's needs and ensures that she receives the necessary assistance in choosing the items for her catering order. Directing her to the store manager or asking her to wait may not provide immediate help, and calling the colleague back from their break may disrupt their rest time unnecessarily.

9. Which of these factors is mentioned in Alshaya SHOPPIE service standards?

Getting the customer’s contact information.

Profession telephone etiquette.

Addressing the customer with the proper title (Sir/Madam).

All other answers are correct.

In Alshaya SHOPPIE service standards, one of the mentioned factors is addressing the customer with the proper title (Sir/Madam).

Explanation

In Alshaya SHOPPIE service standards, one of the mentioned factors is addressing the customer with the proper title (Sir/Madam).

10. You have an idea on how to improve the delivery process that you think will benefit both brand and company. What is the most effective way to share and implement your idea?

Share the idea with your operations and seek their approval to submit it to the Make A Difference programme.

Submit the idea directly through Make A Difference application on MyAep or call Alshaya Contact Centre.

Keep the idea and share it in the next brand management meeting.

Call Logistics department and share your idea directly with the team that can implement it.

The most effective way to share and implement your idea on how to improve the delivery process is to submit the idea directly through the Make A Difference application on MyAep or call the Alshaya Contact Centre. This ensures that your idea is properly documented and reaches the appropriate channels for review and implementation. It also allows for tracking and follow-up on the progress of your idea.

Explanation

The most effective way to share and implement your idea on how to improve the delivery process is to submit the idea directly through the Make A Difference application on MyAep or call the Alshaya Contact Centre. This ensures that your idea is properly documented and reaches the appropriate channels for review and implementation. It also allows for tracking and follow-up on the progress of your idea.

11. One of the customers complained about a food item (that was taken away upon previous visit) being not tasty as if not fresh. What do you do?

You apologise to the customer and immediately offer complimentary.

You tell the customer how sorry you are, but you cannot refund the item as it has been not presented to the store for proof.

You give the customer Contact Centre number – they will know how to deal with the situation.

You apologise to the customer and address the issue to the store in-charge for his action.

In this situation, the best course of action is to apologize to the customer and address the issue to the store in-charge for his action. This shows that the company takes customer complaints seriously and is willing to take responsibility for any mistakes made. Offering a complimentary item or refunding the item without proof may not be appropriate in this case, as the customer did not bring the item back to the store. Providing the customer with a contact center number may not be helpful in resolving the immediate issue.

Explanation

In this situation, the best course of action is to apologize to the customer and address the issue to the store in-charge for his action. This shows that the company takes customer complaints seriously and is willing to take responsibility for any mistakes made. Offering a complimentary item or refunding the item without proof may not be appropriate in this case, as the customer did not bring the item back to the store. Providing the customer with a contact center number may not be helpful in resolving the immediate issue.

12. Customer approaches you with shopping bags from various stores and asks you to keep them with you, in this situation you:

Be helpful and keep the bags under the till with the customer name and a telephone number attached to the bags.

Call a team member from LP to help the customer.

Politely tell the customer that you wish to help however you don’t have a safe area that guarantees the security of the bags.

Refuse politely explaining the policy in regard to keeping customer personal belongings.

In this situation, it is important to prioritize the security of the customer's belongings. Politely explaining that there is no safe area to keep the bags ensures that the customer understands the store's limitations and avoids any potential liability or loss of the customer's items.

Explanation

In this situation, it is important to prioritize the security of the customer's belongings. Politely explaining that there is no safe area to keep the bags ensures that the customer understands the store's limitations and avoids any potential liability or loss of the customer's items.