Take 5 Quiz - Retail - February 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.
- 1.Which of these factors is mentioned in Alshaya SHOPPIE service standards?
- A.
Getting the customer’s contact information.
- B.
Profession telephone etiquette.
- C.
Addressing the customer with the proper title (Sir/Madam).
- D.
All other answers are correct.
- 2.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?
- A.
Share the idea with your operations and seek their approval to submit it to the Make A Difference programme.
- B.
Submit the idea directly through Make A Difference application on MyAep or call Alshaya Contact Centre.
- C.
Keep the idea and share it in the next brand management meeting.
- D.
Call Logistics department and share your idea directly with the team that can implement it.
- 3.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:
- A.
Apologise to her, take her to the section and assist her in finding the proper gift.
- B.
Apologise to her and ask her politely to take a look around until you find the right person to help her.
- C.
Apologise to her and call your colleague on mobile to come back from his break.
- D.
Apologise to her and direct her to store manager for assistance.
- 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?
- A.
You are doing all you can and serving the customers as quickly as possible.
- B.
You politely will ask every customer to pay cash as this will speed up the transaction.
- C.
You will continue serving customers accurately hoping they will understand the situation.
- D.
You acknowledge every customer waiting time thanking them for waiting and keep a positive attitude.
- 5.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:
- A.
Do nothing as you might embarrass your colleague.
- B.
Inform your line manager and he/she will take the necessary action.
- C.
Wait till the one of the customers complain about it then bring it to your manager attention.
- D.
Choose an appropriate time and have a private conversation with your team member about the hygiene issue.
- 6.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?
- A.
Help your colleague to join an English course that you know will help her.
- B.
Wait until the customer leaves, then ask your colleague why she didn’t call for your help.
- C.
Politely join the conversation in a natural way answer the customer’s questions.
- D.
Do nothing and mind your own business.
- 7.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:
- A.
Be helpful and keep the bags under the till with the customer name and a telephone number attached to the bags.
- B.
Call a team member from LP to help the customer.
- C.
Politely tell the customer that you wish to help however you don’t have a safe area at the till that guarantees the security of the bags.
- D.
Refuse politely explaining the policy in regard to keeping customer personal belongings.
- 8.One of your regular customers forgot his wallet at the till point. The best practice in this kind of situation is to:
- A.
Check the wallet for civil ID to get the full customer contact details and call your customer.
- B.
Wait for 30 minutes, maybe the customer will remember and come back, if not call the mall security and report the incident.
- C.
After your shift take the wallet to the nearest police station and report the incident so you ensure that the customer gets it back.
- D.
Follow the LP process regarding lost and found and fill the required forms in your store.
- 9.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:
- A.
Requesting an SMS for documentation, then process the transaction.
- B.
Apologizing that you can’t process the transaction without the customer personally being there.
- C.
Making sure that the customer knows that his card is being used and it’s not stolen.
- D.
Confirming the item purchased and telling him about refunds and exchange policy.
- 10.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:
- A.
Do nothing, property and operations are informed, so your job is done.
- B.
Purchase paint and with the help of your colleagues repaint the wall.
- C.
Take money from the store petty cash and purchase paint in order to fix the wall during the night shift.
- D.
Follow up with your operations and property for urgent rescheduling of the re-painting.
- 11.Complete the sentence “When I am at work, my number one priority is:
- A.
Working with the team to accomplish our sales target.
- B.
Making sure that the customer is taken care of.
- C.
Focusing completely on the task at hand.
- D.
Finding out if a mystery shopper visited my store.
- 12.One of the customers complained about a shirt colour that faded during the washing. What do you do?
- A.
You apologise to the customer and immediately refund the item.
- B.
You tell the customer how sorry you are, but you cannot exchange or refund the item as it has passed allowed days for exchange and refund.
- C.
You give the customer Contact Centre number – they will know how to deal with the situation.
- D.
You will call the operation and take the approval for exchange of the damaged item.
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