Take 5 Quiz - Retail - February 2012 - Quiz, Flashcards & Trivia

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.

You should politely join the conversation in a natural way and answer the customer's questions. This is the most proactive and helpful approach to ensure that the customer's needs are met and that the colleague does not continue to struggle. By stepping in and assisting, you can alleviate the frustration for both the customer and the colleague, and help facilitate effective communication.

Explanation

You should politely join the conversation in a natural way and answer the customer's questions. This is the most proactive and helpful approach to ensure that the customer's needs are met and that the colleague does not continue to struggle. By stepping in and assisting, you can alleviate the frustration for both the customer and the colleague, and help facilitate effective communication.

2. You are working in pricing new merchandise that arrived to the store when a lady customer approaches you complaining that there is no one available in the men section to assist her in finding a proper gift for her husband, your colleague who is responsible for that section is on a short break. In this situation the ideal action is to:

Apologise to her, take her to the section and assist her in finding the proper gift.

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 offer assistance by taking her to the men's section and helping her find a suitable gift for her husband. This shows good customer service and a willingness to go above and beyond to meet the customer's needs, even in the absence of the colleague responsible for that section.

Explanation

In this situation, the ideal action is to apologize to the customer for the inconvenience and offer assistance by taking her to the men's section and helping her find a suitable gift for her husband. This shows good customer service and a willingness to go above and beyond to meet the customer's needs, even in the absence of the colleague responsible for that section.

3. 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 for open communication and gives the team member the opportunity to address the issue without feeling embarrassed or humiliated in front of others. It also shows respect and concern for their well-being and maintains a professional working environment.

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 for open communication and gives the team member the opportunity to address the issue without feeling embarrassed or humiliated in front of others. It also shows respect and concern for their well-being and maintains a professional working environment.

4. It's a sale season and your store is packed with customers, you are already operating with all tills open, 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 transaction.

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, 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 to diffuse their impatience. It also creates a positive atmosphere in the store, which can help to alleviate the stress and frustration of both the customers and the staff. Additionally, by expressing gratitude towards the customers, it shows that their time and business are valued, which can help to improve customer satisfaction and loyalty.

Explanation

In this situation, 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 to diffuse their impatience. It also creates a positive atmosphere in the store, which can help to alleviate the stress and frustration of both the customers and the staff. Additionally, by expressing gratitude towards the customers, it shows that their time and business are valued, which can help to improve customer satisfaction and loyalty.

5. One of your regular customers forgot his wallet at the till point. 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.

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 looking for it. Taking the wallet to the nearest police station may not be necessary unless instructed by the LP process or if the customer does not claim it within a certain period of time.

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 looking for it. Taking the wallet to the nearest police station may not be necessary unless instructed by the LP process or if the customer does not claim it within a certain period of time.

6. You noticed that the painting on the wall behind the till 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.

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Explanation

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7. 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.

When I am at work, my number one priority is making sure that the customer is taken care of. This means providing excellent customer service, addressing their needs and concerns, and ensuring their satisfaction with our products or services. By prioritizing customer care, I contribute to building a positive reputation for the company and fostering customer loyalty. This approach also helps in generating repeat business and attracting new customers through positive word-of-mouth.

Explanation

When I am at work, my number one priority is making sure that the customer is taken care of. This means providing excellent customer service, addressing their needs and concerns, and ensuring their satisfaction with our products or services. By prioritizing customer care, I contribute to building a positive reputation for the company and fostering customer loyalty. This approach also helps in generating repeat business and attracting new customers through positive word-of-mouth.

8. A VIP customer that is regular to your store sends a friend of his to purchase merchandise worth of KD500 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 correct answer is "Apologizing that you can’t process the transaction without the customer personally being there." This is the appropriate response because the VIP customer's friend cannot use the customer's VIP discount card without the customer being present. It is necessary to apologize and explain the store's policy in order to maintain the integrity of the VIP program and prevent any potential misuse or fraud.

Explanation

The correct answer is "Apologizing that you can’t process the transaction without the customer personally being there." This is the appropriate response because the VIP customer's friend cannot use the customer's VIP discount card without the customer being present. It is necessary to apologize and explain the store's policy in order to maintain the integrity of the VIP program and prevent any potential misuse or fraud.

9. One of the customers complained about a shirt colour that faded during the washing. What do you do?

You apologise to the customer and immediately refund the item.

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

You will call the operation and take the approval for exchange of the damaged item.

The correct answer is to call the operation and take the approval for exchange of the damaged item. This is the appropriate action to take in order to address the customer's complaint and find a solution to the issue. By contacting the operation and seeking approval for the exchange, the company can show that they value the customer's satisfaction and are willing to rectify any problems that arise.

Explanation

The correct answer is to call the operation and take the approval for exchange of the damaged item. This is the appropriate action to take in order to address the customer's complaint and find a solution to the issue. By contacting the operation and seeking approval for the exchange, the company can show that they value the customer's satisfaction and are willing to rectify any problems that arise.

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 improving the delivery process is to submit it directly through the Make A Difference application on MyAep or call Alshaya Contact Centre. This ensures that your idea is properly documented and reaches the appropriate channels for consideration and implementation. It also allows for easy tracking and follow-up on the progress of your idea.

Explanation

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

11. 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). This means that when interacting with customers, it is important to use respectful and appropriate language by using the appropriate title to address them. This helps to create a positive and professional impression, showing that the company values and respects their customers.

Explanation

In Alshaya SHOPPIE service standards, one of the mentioned factors is addressing the customer with the proper title (Sir/Madam). This means that when interacting with customers, it is important to use respectful and appropriate language by using the appropriate title to address them. This helps to create a positive and professional impression, showing that the company values and respects their customers.

12. Customer approaches you with shopping bags from various stores and asks you to keep them with you, as she needs to browse comfortably without carrying all that bags, in this situation you:

Call a team member from LP to help the customer.

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

The correct answer is to politely tell the customer that you don't have a safe area at the till that guarantees the security of the bags. This is the most appropriate response because it acknowledges the customer's request while also prioritizing the security of their belongings. By explaining the store policy and the reason behind it, the customer can understand and appreciate the store's concern for their safety.

Explanation

The correct answer is to politely tell the customer that you don't have a safe area at the till that guarantees the security of the bags. This is the most appropriate response because it acknowledges the customer's request while also prioritizing the security of their belongings. By explaining the store policy and the reason behind it, the customer can understand and appreciate the store's concern for their safety.