Retail Trade HS 2nd year MCQ: 2nd unit

Retail Trade Unit 2: Delivery of reliable service

Quiz

 

1. What is customer service delivery?
   1.   Service delivery refers to the mechanism by which an organisation provides a service to themselves.
   2.   Service delivery refers to the mechanism by which an organisation provides a service to its customers.
   3.   Service delivery refers to the non mechanism by which an organisation provides a service to its customers.
   4.   No one
2. A retail store should:
   1.   Design the service portfolio in such a manner that it reflects the stores focused commitment to the customers.
   2.   not design the service portfolio in such a manner that it reflects the stores focused commitment to the customers.
   3.   Design the service portfolio in such a manner that it should not reflects the stores focused commitment to the customers.
   4.   No one is correct
3. A retail store should:
   1.   show that the store has complete understanding of the needs of the retailer.
   2.   show that the store has complete understanding of the needs of their money.
   3.   show that the store has complete understanding of the needs of the customers.
   4.   no one is correct
4. A retail store should:
   1.   Serve its customers in a way that the customers feel the need to go anywhere else for their daily needs.
   2.   Serve its customers in a way that the customers do not feel the need to go anywhere else for their daily needs.
   3.   Serve its customers in a way that the customers does feel the need to go anywhere else for their daily needs.
   4.   No one is correct
5. What are the prerequisites for planning, preparing and organising service delivery?
   1.   Staff Management
   2.   Service rendering
   3.   Transparency and Ethical Conduct
   4.   All the above
6. The efficiency of the services rendered by a retailer depends on certain factors. these factors are:
   1.   Capacity to deliver
   2.   Accountability to the customer
   3.   Transparency of policies
   4.   All the above
7. A retailer must be transparent with the policies and portfolio. statement is true or false?
   1.   False
   2.   True
   3.   eligible both
   4.   all are incorrect
8. As an organisation in the retail sector, you should remember some points with respect to customer feedback. These are:
   1.   Make sure that the customer support staff member is always availabe on phone and email.
   2.   As an employee, you should quickly respond to customers queries/issues.
   3.   Be patient and understand the customers point of view.
   4.   Be friendly
   5.   All above are correct
9. A positive customer feedback helps to improve the product or service of a retailer. statement is true or false:
   1.   true
   2.   false
   3.   may be true
   4.   may be false
10. Customer feedback will help you to understand what your customers ......................................... (fill the blank)
    1.   retail
    2.   service
    3.   really think and feel
    4.   no one is correct
11. What are the organisational procedure for delivering customer service?
    1.   Always focus on serving the customers better
    2.   Use the customer as a word - of - mouth marketing channel.
    3.   Measure the satisfaction level of the customers.
    4.   Encourage and give employees incentives to serve customers better.
    5.   Try to distinguish the brand from its competitiors in terms of quality and service delivery.
    6.   Interect with the customers and be prompt in solving their problems.
    7.   Alwas keep in mind its corporate values and vision, and set up a mission to achieve the goal.
    8.   Be honest with its customers and be transperent in the service policies.
    9.   Listen to the problems of the customers and take corrective action promptly.
    10.   All the above are correct
12. What are the 5 P's of customer service excellence -
    1.   Process, Product, Presentation, Price and People.
    2.   Process, Product, Presentation, Price and Place.
    3.   Process, Product, Presentation, Price and Promotion.
    4.   no one is correct
13. Feedback form should contain -
    1.   Name
       Email
       Complaint/Query
       Phone Number
    2.   Name
       Email
       Complaint/Query
    3.   Name
       Email
       Phone Number
    4.   none
14. A busy period is basically a ..................... period in retail stores. (fill the blank)
    1.   quiet
    2.   busy
    3.   rush
    4.   none
15. It is the time when the demand of the products is high is called ------------------
    1.   quiet
    2.   busy period
    3.   both are correct
    4.   none
16. How the staff of a retail store should behave with customers during busy and quiet business periods?
    1.   Befriendly and approachable
    2.   Acting reliably
    3.   Being honest
    4.   Above all are correct
17. What are the ways by which a sales associate can perform his duties efficiently during busy periods?
    1.   Understand organisation strategy and policies and perform accordingly.
    2.   Create a list of your task along with the deadlines to meet them.
    3.   An organisation must ensure that it has competent and skill of full staff to perform the required tasks efficiently.
    4.   Once you have compiled a list of tasks to be performed, you need to prioritise them on the basis of their importance.
    5.   Proper communication is key to getting things done effectively. Keeping the customers informed is also very important.
    6.   All the above are correct
    7.   AB&C are correct
18. What are the steps to improve the reliability customer service?
    1.   Step 1: Welcoming customers
       Step 2: Answering Questions
       Step 3: Resolve customer conflict
    2.   Step 1: Welcoming customers
       Step 2: Resolve customer conflict
       Step 3: Answering Questions
    3.   Step 1: Answering Questions
       Step 2: Welcoming customers
       Step 3: Resolve customer conflict
    4.   none
19. What are the methods used for collecting customer information?
    1.   Feedback forms
    2.   Reward programmes
    3.   Warranty cards
    4.   Complaints
    5.   Enquiries
    6.   Order forms
    7.   All the above
    8.   none
20. What are the (policies) guidelines that a retailersshould follow while using customer data?
    1.   How does the organisation collect personally identifiable information and other information of customers?
    2.   How does the organisation make use of demographic / profile data / customer information?
    3.   How does the organisation share the personal information of customer?
    4.   All the above
    5.   A&B are correct
21. What are the different ways (procedure) to select and retrive information about a particular customer service?
    1.   Submission of information
    2.   IP address of the computer
    3.   Cookies
    4.   Customer information
    5.   ABC are the correct answer
22. .............................................................. is a model used for managing interactions a retailer has with its existing and prospective customers
    1.   Customer Sales
    2.   Customer Relationship Management (CRM)
    3.   Sales Associate
    4.   Customer Engagement
23. CRM software is used to ........................... automate and ....................................... the different activities related to sales, marketing, customer support services and ................
    1.   organise, automate and synchronise
    2.   organise, synchronise, technical support
    3.   organise, technical support , synchronise
    4.   none
24. Retailers often use CRM information gathered from different departments and analyse it to know .......................................... of the customers.
    1.   how to buy
    2.   behaviour
    3.   the interest and buying behaviour
    4.   none

Unit 1: Resolve customer concerns MCQ

Retail Trade HS 2nd year: Unit 1

Quiz

 

1. Customer might face problems with the customer service of a retail store. What may be the problems -
   1.   Customers are overcharged
   2.   Delays in product delivery
   3.   Defective Products
   4.   Rude behaviour of retail store staff
   5.   Unattended or ignored customers
   6.   Unble to meet customer requirements
   7.   All the above are correct
2. Which one is the problem faced by customers
   1.   Delays in product delivery
   2.   customers are charged reasonable
   3.   Early in product delivery
   4.   Good behaviour of retail store staff
3. Retailer / retail staff should listen the customer's problem carefully (True/ False)
   1.   True
   2.   False
   3.   May be true
   4.   May be false
4. When a customer complains about the customer service, what should do a sales associate?
   1.   sales associate should be defensive and pointing out the customers mistake and let the customer go away.
   2.   a sales associate should not listen to customer
   3.   instead of defensive and pointing out the customers mistake, a sales associate should listen to customer and identify what the actual reason of the problem and provide a solution accordingly
   4.   Sales associate should provide a solution withoul listening customes
5. What are the steps to be followed to give solution to customer
   1.   Step 1: Determining the actual cause of the problem
      Step 2: Analysing the customer service problem
      Step 3: Identify ehether the solution desired by the customer for his /her problem falls under the organisation policy
      Step 4: Determining the solution of the customer problem as per the organisation's policies
      Step 5: Identify the solutions that are close to the desirable solution of the customer
   2.   Step 1: Analysing the customer service problem
      Step 2: Determining the actual cause of the problem
      Step 3: Identify ehether the solution desired by the customer for his /her problem falls under the organisation policy
      Step 4: Determining the solution of the customer problem as per the organisation's policies
      Step 5: Identify the solutions that are close to the desirable solution of the customer
   3.   Step 1: Analysing the customer service problem
      Step 2: Determining the actual cause of the problem
      Step 3: Identify ehether the solution desired by the customer for his /her problem falls under the organisation policy
      Step 4: Identify the solutions that are close to the desirable solution of the customer
      Step 5: Determining the solution of the customer problem as per the organisation's policies
   4.   Step 1: Analysing the customer service problem
      Step 2: Identify ehether the solution desired by the customer for his /her problem falls under the organisation policy
      Step 3: Determining the actual cause of the problem
      Step 4: Determining the solution of the customer problem as per the organisation's policies
      Step 5: Identify the solutions that are close to the desirable solution of the customer
6. What are the oftions for resolving customer servicve problems?
   1.   Replacement of defective products
   2.   Refund or partial refund of monies paid, if warranted
   3.   Discount on future purchase of products or services
   4.   Change the customer service personnel if the current personnel has misbehaved with the customer
   5.   All above are correct
   6.   All are not correct
7. Why sales associate need to confirm with others to resolve customer problems?
   1.   Sales associate need to confirm with others to resolve customer problems to determine whether the options are totally not feasible enough to be implemented.
   2.   Sales associate need to confirm with others to resolve customer problems to determine whether the options are not feasible enough to be implemented.
   3.   Sales associate need to confirm with others to resolve customer problems to determine whether the options are feasible enough to be implemented.
   4.   none othe above
8. After a sales associate identifies the options to resolve customer problems, what are the activities need to be performed for identifying/determining merits and demerits of each option?
   1.   Listing the solutions identified
   2.   Analysing each solution
   3.   determining how each solution can be implemented
   4.   Identifying the cost and benefits of implementing each options
   5.   All the avove are correct
   6.   Only B is correct
9. What are the alternative options to solve customers problems?
   1.   Follow the organisation's policy or procedure
   2.   Conact the concerned authority and ask him/her to talk with the customer on an immediate bassis if possible
   3.   Make the customer register his/her put the complaint in the complaint register, tell the customer the process of resolving the complaint this way, and also let him/her to know that he/she will be provided with updated information about problem resolution.
   4.   All the above are correct
10. What are the organisational procedure to deal with customer problems?
    1.   Selecting the best option for the customers in an organisation
    2.   Taking action for implementing the best option as agreed upon with your customer
    3.   Keep customers informed about the developments to resolve a problem
    4.   All are correct
    5.   Only A is correct
11. What are the steps to be followed by sales associate to reassure problem solving promises?
    1.   Cross check with the customer about the promises made by the retail store while identifying the solution of the problem
    2.   Communicate about the promises made to the customer to the concerned authority so that while providing the solution they can take care of it
    3.   after the solution is delivered, ask the customer whether the promises made to them have been provided or not.
    4.   Make the required modification in the solution if the promises are not kept.
    5.   BCAD correct steps
    6.   CBAD correct steps
    7.   ABCD correct steps
12. There can be several reasons for not solving the customer service problems, these reasons may be
    1.   It may be against the organisation's policies and procedure
    2.   if the demand of the customer is inappropriate
    3.   if the demand of the customer is appropriate
    4.   AB are correct
    5.   BC are correct
13. Why sales associate should share the customer feedback with his/her seniors or collegues?
    1.   If the feedback is positive, then the solution implemented can be used in future for solving similar problems.
    2.   if the feedback is negative, then can be detected at an early stage and the required action can be taken.
    3.   AB both are coprrect5
    4.   only A correct