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