Take 5 Quiz - January 2012

12 Questions | Total Attempts: 903

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Take 5 Quiz - January 2012

This quiz is applicable for Fasion & Footwear, Health & Beauty, Office Supplies, Home Furnishing, Limited Brands, Optics, Pharmacy, Dean & Deluca Retail and Castania Nut Boutique.


Questions and Answers
  • 1. 
    When answering theTake 5 Quiz, the best practice to adopt is
    • A. 

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

    • B. 

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

    • C. 

      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.

    • D. 

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

  • 2. 
    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?
    • A. 

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

    • B. 

      Apologise to the customer and register the customer again.

    • C. 

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

    • D. 

      None of the above.

  • 3. 
    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:
    • A. 

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

    • B. 

      Be truthful and inform the customer of the bad choice.

    • C. 

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

    • D. 

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

  • 4. 
    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:
    • A. 

      “Let me show you where it is”.

    • B. 

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

    • C. 

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

    • D. 

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

  • 5. 
    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:
    • A. 

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

    • B. 

      Call your operation and ask them what to do.

    • C. 

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

    • D. 

      Submit request through MyAEP.

  • 6. 
    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:
    • A. 

      Check the dress is in re-sellable condition, and are still current season and refund her to make her happy, as customer is always right.

    • B. 

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

    • C. 

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

    • D. 

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

  • 7. 
    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:
    • A. 

      Let the LP Supervisor deal with the situation.

    • B. 

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

    • C. 

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

    • D. 

      Call your operations for advice.

  • 8. 
    Choose the most appropriate statement from the below:
    • A. 

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

    • B. 

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

    • C. 

      I greet my customer to show respect and courtesy.

    • D. 

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

  • 9. 
    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:
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 10. 
    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:
    • A. 

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

    • B. 

      Call LP and get permission to view the recorded CCTV.

    • C. 

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

    • D. 

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

  • 11. 
    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:
    • A. 

      Apologise to the customer and call the Alshaya Contact Centre and ask for approval to offer the customer the difference in cash.

    • B. 

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

    • C. 

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

    • D. 

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

  • 12. 
    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:
    • A. 

      State the total amount of the bill and the balance.

    • B. 

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

    • C. 

      State the total amount of the bill.

    • D. 

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

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