Take 5 Quiz - January 2012 - Quiz, Flashcards & Trivia

1. A customer walks into your store, asking you to help her in choosing a business suit for a job interview, you show her an option but she picks another suit that you genuinely think is not suitable in model, colour and material. How do you deal with the situation:

Politely offer another alternative without embarrassing the customer and follow the reaction.

Be truthful and inform the customer of the bad choice.

Reinforce the customer's decision and inform her that she made a good choice.

Help her locate the items, take them to the till and move on to the next customer.

In this situation, it is important to prioritize the customer's satisfaction and maintain a positive relationship. By politely offering another alternative, you are showing that you value their opinion and are willing to help them find the best option. Following their reaction allows you to gauge their preferences and make further suggestions accordingly. This approach ensures that the customer feels respected and heard, increasing the chances of a successful sale and a positive shopping experience.

Explanation

In this situation, it is important to prioritize the customer's satisfaction and maintain a positive relationship. By politely offering another alternative, you are showing that you value their opinion and are willing to help them find the best option. Following their reaction allows you to gauge their preferences and make further suggestions accordingly. This approach ensures that the customer feels respected and heard, increasing the chances of a successful sale and a positive shopping experience.

2. You are having an end of season sale, store is busy with customers and you have not enough colleagues to help you. You are working on the floor in the men's section when a customer asks you where to find an outfit for a four years old girl. Your best immediate response will be:

“Let me show you where it is”.

“You can find it in the kids section in the second floor, would you like me to show you”.

“I don’t know. Would you please ask the staff standing over there”.

“Did you check the kids section; we have a new collection there”.

The best immediate response would be to offer assistance and provide the customer with the information they need. By informing them that they can find the outfit in the kids section on the second floor and offering to show them, the customer feels supported and valued. This response demonstrates good customer service and helps the customer navigate the store efficiently.

Explanation

The best immediate response would be to offer assistance and provide the customer with the information they need. By informing them that they can find the outfit in the kids section on the second floor and offering to show them, the customer feels supported and valued. This response demonstrates good customer service and helps the customer navigate the store efficiently.

3. A customer walks to the till requesting a cash refund for a dress she bought 12 days ago, she has a receipt and the tag is still on the dress. You politely explain that you can't do that as per the policy which makes her upset and she starts questioning your brand policy. How do you contain the situation:

Politely explain to the customer that an exchange is possible, suggest options, suggest alternatives and be assertive.

Call your operation manager for advice on how to deal with the situation.

Acknowledge her feelings, contact Customer Care and log a complaint and let them deal with the situation.

In this situation, it is important to handle the customer's upset feelings and address her concerns. By politely explaining to the customer that an exchange is possible, suggesting options and alternatives, and being assertive, you are showing empathy towards her situation while also adhering to the brand policy. This approach allows you to provide a solution that may satisfy the customer and maintain a positive relationship with her.

Explanation

In this situation, it is important to handle the customer's upset feelings and address her concerns. By politely explaining to the customer that an exchange is possible, suggesting options and alternatives, and being assertive, you are showing empathy towards her situation while also adhering to the brand policy. This approach allows you to provide a solution that may satisfy the customer and maintain a positive relationship with her.

4. A lady accompanied by a friend bought KD100 or equivalent worth of merchandise, when the customer was exiting the store, the security alarm was activated. As you checked the bags you discovered that the staff at the till forgot to remove one of the security tags. The best reaction for this embarrassing situation will be to:

Let the LP Supervisor deal with the situation.

Call the Customer Care immediately and ask them to apologise to the customer.

Apologise to the customer, fix the problem and thank the customer for her understanding.

Call your operations for advice.

In this situation, the best reaction would be to apologize to the customer for the inconvenience caused, fix the problem by removing the security tag, and express gratitude for the customer's understanding. This response shows professionalism, empathy, and a willingness to rectify the mistake, which is likely to leave a positive impression on the customer and help maintain good customer relations.

Explanation

In this situation, the best reaction would be to apologize to the customer for the inconvenience caused, fix the problem by removing the security tag, and express gratitude for the customer's understanding. This response shows professionalism, empathy, and a willingness to rectify the mistake, which is likely to leave a positive impression on the customer and help maintain good customer relations.

5. When answering theTake 5 Quiz, the best practice to adopt is

Answer the quiz by yourself in a quiet time before opening or after working hours.

Call to consult other store managers / operations and then answer the quiz before opening or after working hours.

Call your Customer Care representative and get their advice on how to score higher.

The best practice to adopt when answering the Take 5 Quiz is to 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. This is because involving your store team members allows for collaboration and input from others, which can help ensure accuracy and completeness in your responses. Additionally, waiting for their feedback allows for any necessary revisions or clarifications before submitting the quiz.

Explanation

The best practice to adopt when answering the Take 5 Quiz is to 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. This is because involving your store team members allows for collaboration and input from others, which can help ensure accuracy and completeness in your responses. Additionally, waiting for their feedback allows for any necessary revisions or clarifications before submitting the quiz.

6. Choose the most appropriate statement from the below:

I greet my customer as it is part of Alshaya SHOPPIE standards.

I greet my customer to make them feel welcomed and serve as an ice breaker for further conversation.

I greet my customer to show respect and courtesy.

I greet my customer as it is in my job description.

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 the reason for greeting customers is to create a welcoming atmosphere and initiate a conversation, which can help establish a positive relationship with the customer and potentially lead to further interactions. It highlights the importance of customer service and making customers feel valued and comfortable.

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 the reason for greeting customers is to create a welcoming atmosphere and initiate a conversation, which can help establish a positive relationship with the customer and potentially lead to further interactions. It highlights the importance of customer service and making customers feel valued and comfortable.

7. A 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:

You will try your best to serve the customer and a get a high score on SHOPPIE.

You let the store manager know about the situation and call other stores in your location informing them about it.

You continue serving the customer, and then immediately report the incident to your Customer Care representative.

You ask the customer to provide you with his full details and contact operations for guidance.

The best immediate reaction in this situation would be to continue serving the customer and then report the incident to the Customer Care representative. This ensures that the customer receives the best service possible, while also alerting the appropriate personnel about the mystery shopper's presence. By reporting the incident, the company can gather information about the interaction and use it to improve their overall performance.

Explanation

The best immediate reaction in this situation would be to continue serving the customer and then report the incident to the Customer Care representative. This ensures that the customer receives the best service possible, while also alerting the appropriate personnel about the mystery shopper's presence. By reporting the incident, the company can gather information about the interaction and use it to improve their overall performance.

8. You received a very low SHOPPIE score during end of season sale, and after reading the visit comments you come to conclusion that the details are wrong. In such incidents you:

Call the operations immediately, explain the incident and ask them to contact Customer Care.

Call LP and get permission to view the recorded CCTV.

Submit your feedback through the system and contact your Customer Care representative.

Call the Alshaya Contact Centre and ask them to delete the visit.

If you received a very low SHOPPIE score during the end of season sale and after reading the visit comments you believe that the details are wrong, the best course of action would be to submit your feedback through the system and contact your Customer Care representative. This would allow you to provide your feedback and explain the incident to the appropriate channels, ensuring that your concerns are addressed and the incorrect details are rectified.

Explanation

If you received a very low SHOPPIE score during the end of season sale and after reading the visit comments you believe that the details are wrong, the best course of action would be to submit your feedback through the system and contact your Customer Care representative. This would allow you to provide your feedback and explain the incident to the appropriate channels, ensuring that your concerns are addressed and the incorrect details are rectified.

9. Customer approaches the till area, you greet her and start scanning the items. While scanning you find out that the price on one of the items does not match the price on the system, in such situation your action should be to:

Apologise to the customer, obtain an over write and offer her the lowest of two prices.

Ask the customer to wait for few minutes until you contact your operations manager for approval.

Apologise to the customer and offer an alternative item matching the price range.

In this situation, the correct action would be to apologize to the customer and obtain an override from a supervisor or manager. This allows the cashier to offer the customer the lowest price between the item's actual price and the price in the system. By doing so, the customer is provided with a fair resolution to the discrepancy and is offered the best possible price for the item.

Explanation

In this situation, the correct action would be to apologize to the customer and obtain an override from a supervisor or manager. This allows the cashier to offer the customer the lowest price between the item's actual price and the price in the system. By doing so, the customer is provided with a fair resolution to the discrepancy and is offered the best possible price for the item.

10. At till point you are interacting with a customer that is in a hurry, who wishes to purchase items with his credit card. You greet him verbally with a smile, eye contact and acknowledge his waiting time, you then scan the items and verbally:

State the total amount of the bill and the balance.

State the total amount of the bill, the amount of cash received and the balance

State the total amount of the bill.

Advice the customer to pay with cash as this will speed up the process.

In this scenario, the customer is in a hurry and wishes to purchase items with his credit card. By stating the total amount of the bill, the cashier is providing the necessary information for the customer to complete the transaction. This allows the customer to quickly make the payment and move on with their day, accommodating their need for speed.

Explanation

In this scenario, the customer is in a hurry and wishes to purchase items with his credit card. By stating the total amount of the bill, the cashier is providing the necessary information for the customer to complete the transaction. This allows the customer to quickly make the payment and move on with their day, accommodating their need for speed.

11. One of your regular customers walks into your store and complaints that they are not receiving your promotional SMS's, 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?

Call/email Alshaya Contact Centre and tell them about the situation and register a request to modify the customer information.

Apologise to the customer and register the customer again.

Acknowledge the customer, tell them about the mistake that happened and register customer feedback through MyAEP

None of the above.

The best service recovery with this customer would be to call/email Alshaya Contact Centre and inform them about the situation. By registering a request to modify the customer information, the store can ensure that the correct mobile number is entered for the customer. This will help to rectify the mistake and ensure that the customer starts receiving promotional SMS's again. Apologizing to the customer and registering them again may not address the root cause of the issue, while acknowledging the mistake and registering customer feedback through MyAEP may not directly solve the problem of incorrect customer information.

Explanation

The best service recovery with this customer would be to call/email Alshaya Contact Centre and inform them about the situation. By registering a request to modify the customer information, the store can ensure that the correct mobile number is entered for the customer. This will help to rectify the mistake and ensure that the customer starts receiving promotional SMS's again. Apologizing to the customer and registering them again may not address the root cause of the issue, while acknowledging the mistake and registering customer feedback through MyAEP may not directly solve the problem of incorrect customer information.

12. 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:

Make more cards by photocopying and use the copy cards instead.

Call your operation and ask them what to do.

Call the Contact Centre in your country and ask them to deliver more cards.

Submit request through MyAEP.

Calling your operation and asking them what to do is the most appropriate course of action in this situation. Your operation will have a better understanding of the stock availability and can provide guidance on how to handle the shortage of cards. This ensures that the issue is addressed effectively and in line with company procedures.

Explanation

Calling your operation and asking them what to do is the most appropriate course of action in this situation. Your operation will have a better understanding of the stock availability and can provide guidance on how to handle the shortage of cards. This ensures that the issue is addressed effectively and in line with company procedures.