HS 2nd Year
Retail Unit 5
Q1: Why is customer satisfaction considered the ultimate goal of economic activity?
A1: Customer satisfaction is the ultimate goal because all other activities like production, exchange, and distribution are meaningless if they don't provide satisfaction to the consumer.
Q2: What is Organizational Behaviour (OB) concerned with?
A2: OB is concerned with understanding, predicting, and controlling human behaviour in organizations to improve human performance and achieve organizational and human objectives.
Q3: How do Standards of Behaviour differ from typical organizational policies?
A3: Standards of Behaviour describe specific, desired behaviours rather than general dos and don'ts or corporate goals. They govern actions, speech, and attitudes in specific scenarios.
Q4: What is the significance of maintaining standards of appearance in an organization?
A4: Maintaining standards of appearance aligns employee appearance with the organization's brand, professionalizes job roles, creates a sense of identity, and addresses health and safety concerns.
Q5: What are some appearance-related precautions for male staff?
A5: Male staff should maintain a neat uniform, keep hair short and tidy, have a clean-shaven look, trim nails regularly, and avoid wearing earrings and bracelets during official hours.
Q6: How should a salesperson greet a customer in a retail store?
A6: A salesperson should greet the customer warmly as soon as they enter, make eye contact, use friendly body language, and avoid phrases like "May I help you?" which may discourage further interaction.
Q7: What does "customer value" refer to?
A7: Customer value refers to the perception of what a product or service is worth to a customer, considering both price and non-price factors like time, effort, and convenience.
Q8: Why is sharing information with colleagues important in a retail environment?
A8: Sharing information improves teamwork, enhances productivity, and ensures everyone is aligned with the organization's goals and commitments.
Q9: What are some common reasons for conflicts at the workplace?
A9: Common reasons include conflicting resources, differing working styles, unclear policies, and conflicting goals.
Q10: What are some effective strategies for resolving conflicts in the workplace?
A10: Effective strategies include clear communication, quick resolution, identifying consequences, and possibly consulting a corporate lawyer if the conflict escalates.
5.3 Work Effective in Organization
Q: Why is effective teamwork important in a retail store? A: Effective teamwork is essential for achieving common goals on time and improving productivity.
Q: What are some strategies to achieve effective teamwork? A: Aligning team size and resources with the task, developing a sense of mutual ownership, and synchronizing efforts among team members.
Q: How does maintaining communication etiquette help in a retail environment? A: It smoothens business processes and improves relationships with colleagues, leading to a better work environment.
Q: What should female employees consider when communicating with male colleagues? A: They should maintain reasonable physical distance, use formal and soft language, and avoid personal topics unless a rapport exists.
Q: List one tip for male employees when interacting with female colleagues. A: Avoid personal conversations during professional meetings.
Q: Why is building healthy relationships with colleagues important? A: It reduces stress, creates a positive environment, and improves productivity.
Q: How can showing respect to colleagues and managers benefit you? A: It forms a good impression, promotes a healthy work environment, and fosters positive relationships.
Q: What are some benefits of effective listening to colleagues? A: It provides a better understanding of problems, earns respect, and enhances career growth prospects.
5.4 Help in Planning of Own and Others
Q: Why is it important to work according to company guidelines? A: Company guidelines protect the rights of employees and the business interests of employers.
Q: What can misunderstanding roles and responsibilities lead to? A: Miscommunication, increased stress, and undesirable outcomes.
Q: What should you do before starting a new task to ensure success? A: Establish and agree on the requirements with the appropriate people.
Q: How should you adapt to changes in work plans or shifts? A: Show flexibility and adapt without complaints to maintain a good working relationship.
Q: When is it appropriate to seek advice at work? A: When facing unmanageable workloads, tasks beyond your scope, or personal issues affecting work.
Q: What is the first step in solving a customer service problem? A: Identifying the problem.
Q: How does helping other colleagues solve a problem benefit the organization? A: It builds teamwork, enhances learning, and improves morale and productivity.
Q: Why is skill development important for a sales associate? A: It enhances their ability to handle sales effectively and contributes to personal and professional growth.
MCQs
Section 5.1: Demonstrate the Organization Standards by Appearance and Behaviour
1. What is the ultimate goal of all economic activity?
a) Production
b) Exchange
c) Distribution
d) Consumer/Customer Satisfaction
Answer: d) Consumer/Customer Satisfaction
2. What does Organisational Behaviour aim to understand?
a) Production techniques
b) Human behaviour in organizations
c) Financial management
d) Marketing strategies
Answer: b) Human behaviour in organizations
3. Which of the following is NOT a focus of Standards of Behaviour in the workplace?
a) Corporate goals
b) Specific desired behaviours
c) Interactions with clients
d) Good manners
Answer: a) Corporate goals
4. What is a benefit of adhering to standards of appearance in a retail environment?
a) Increased wages
b) Alignment of employee's appearance with the organization's brand
c) Increased vacation days
d) Less workload
Answer: b) Alignment of employee's appearance with the organization's brand
5. Which of the following is a precaution that male staff should take regarding appearance?
a) Wear dark nail paint
b) Keep nails trimmed neatly
c) Wear heavy jewelry
d) Tie long hair at all times
Answer: b) Keep nails trimmed neatly
Section 5.1.3: Dealing with Customers
6. Why is a warm, sincere greeting important when a customer enters the store?
a) It increases the price of the products
b) It sets a positive tone for the customer's experience
c) It ensures that the customer will make a purchase
d) It shortens the time the customer spends in the store
Answer: b) It sets a positive tone for the customer's experience
7. What should you avoid saying when greeting a customer?
a) "Hello"
b) "What type of shoes are you looking for today?"
c) "May I help you?"
d) "Have you been here before?"
Answer: c) "May I help you?"
8. Which of the following is a key factor in creating customer value?
a) Offering the lowest price
b) Communicating that the customer is valued
c) Giving free products
d) Having a large store
Answer: b) Communicating that the customer is valued
9. What is essential for effective communication with a customer in a retail setting?
a) Ignoring the customer's feedback
b) Using only online communication
c) Listening to the customer’s needs
d) Avoiding eye contact
Answer: c) Listening to the customer’s needs
10. Why is it important to pass important information to colleagues securely? - a) To impress customers - b) To ensure confidentiality and integrity of the information - c) To avoid overworking - d) To get a promotion - Answer: b) To ensure confidentiality and integrity of the information
Section 5.2: Support Work Team
11. Which of the following is NOT a method of sharing work-related information in a retail store? - a) Departmental meetings - b) Internet - c) Bulletins - d) Gossiping - Answer: d) Gossiping
12. Why is exchanging opinions and views with colleagues important? - a) It creates a sense of competition - b) It directly impacts the company's output - c) It increases salary - d) It leads to conflicts - Answer: b) It directly impacts the company's output
13. What is a benefit of seeking clarification and advice from colleagues or managers? - a) Delays in product delivery - b) Poor team coordination - c) Enhances team productivity - d) Increases personal workload - Answer: c) Enhances team productivity
14. What should be the first step when resolving conflicts among colleagues? - a) Consult a corporate lawyer immediately - b) Communicate the cause of the conflict clearly - c) Ignore the conflict - d) Involve customers - Answer: b) Communicate the cause of the conflict clearly
15. Which of the following is NOT a recommended strategy for developing effective team communication? - a) Regular team meetings - b) Avoiding communication with other teams - c) Open discussion environment - d) Feedback mechanisms - Answer: b) Avoiding communication with other teams
5.3 Work Effective in Organization
1. Which of the following is NOT a strategy for achieving effective teamwork?
A) Alignment of team size and resources with the task
B) Development of mutual ownership of the task
C) Individual accountability for task completion
D) Synchronization of effort by team members
Answer: C) Individual accountability for task completion
2. What is the primary benefit of maintaining proper communication etiquette with colleagues?
A) It leads to personal promotion.
B) It smoothens business processes.
C) It reduces work hours.
D) It increases individual workload.
Answer: B) It smoothens business processes.
3. Which of the following is a recommended tip for maintaining etiquette with male colleagues?
A) Always maintain eye contact.
B) Discuss personal issues freely.
C) Speak in a soft but formal language.
D) Always stand very close during conversations.
Answer: C) Speak in a soft but formal language.
4. What should male employees avoid during professional meetings with female colleagues?
A) Speaking clearly
B) Personal conversations
C) Wishing their female colleagues
D) Communicating openly
Answer: B) Personal conversations
5. Which of the following helps in building healthy relationships with colleagues?
A) Criticizing others' work
B) Working independently without interaction
C) Sharing knowledge at meetings
D) Ignoring team collaboration
Answer: C) Sharing knowledge at meetings
5.4 Help in Planning of Own and Others
6. Why is it important for employees to work according to company guidelines?
A) To increase personal benefits
B) To protect employee rights and business interests
C) To avoid any communication with colleagues
D) To reduce workload on managers
Answer: B) To protect employee rights and business interests
7. What is the potential outcome of misunderstanding one's role and responsibility?
A) Better teamwork
B) Reduced stress at work
C) Miscommunication between employees
D) Enhanced work satisfaction
Answer: C) Miscommunication between employees
8. Which of the following is NOT an essential quality of effective work instructions?
A) Sincere
B) Accessible
C) Complex
D) Clear
Answer: C) Complex
9. What should employees do if they require additional resources to complete a task?
A) Ignore the need and continue working
B) Seek help from a colleague without informing the manager
C) Inform their seniors or managers about the resource they need
D) Wait until the task is complete before mentioning the need
Answer: C) Inform their seniors or managers about the resource they need
10. Which of the following is a common reason for not fulfilling work requirements? - A) Understanding the requirements clearly - B) Assuming requirements without clarification - C) Asking questions when in doubt - D) Following a checklist of requirements - Answer: B) Assuming requirements without clarification
5.4.7 Seeking Advice
11. When is it advisable to seek advice from a senior? - A) Only when you are confident in your work - B) After the task is completed - C) When facing excessive workload or personal issues affecting work - D) Never seek advice; it shows weakness - Answer: C) When facing excessive workload or personal issues affecting work
12. What is the first step in solving a customer service problem according to the problem-solving steps? - A) Analyzing the problem - B) Identifying the problem - C) Finding alternative solutions - D) Implementing the solution - Answer: B) Identifying the problem
13. Which of the following is NOT a benefit of helping colleagues in solving a problem? - A) Builds teamwork - B) Slows down the workflow - C) Helps in completing assignments quickly - D) Makes work fun and improves morale - Answer: B) Slows down the workflow
5.4.10 Work on Developing Skills
14. Which area is NOT listed as a focus for skill development for a sales associate? - A) Relationships - B) Product Knowledge - C) Technical Engineering - D) Time Management - Answer: C) Technical Engineering
15. What is the main purpose of skill development among sales associates? - A) To reduce their work hours - B) To provide job satisfaction and boost confidence - C) To eliminate the need for teamwork - D) To increase employee turnover - Answer: B) To provide job satisfaction and boost confidence
True or False Statements
True: The ultimate goal of all economic activity is the satisfaction of the consumer/customer.
True: Organizational Behaviour involves understanding, prediction, and control of human behaviour in an organization.
False: Standards of Behaviour are typically phrased in terms of corporate goals and desired outcomes.
True: Standards of Behaviour can cover any and all aspects of the workplace, including phone etiquette and good manners.
True: Managers and supervisors are responsible for ensuring that personnel achieve standards of appearance set out by the organization.
False: Dark-colored nail paints and long nails are recommended for female staff.
True: A sales associate should greet the customer as soon as they arrive at the store.
False: The phrase "May I help you?" is recommended when greeting a customer.
True: Customer value is the perception of what a product or service is worth to a customer versus possible alternatives.
True: A satisfied customer contributes to retail revenue for many years through purchases and referrals.
False: Slouching and turning your back to customers are recommended as part of friendly body language.
True: Seeking clarification and advice from colleagues and managers is important for maintaining good working relationships and ensuring the delivery of high-quality work.
False: Exchanging opinions and views with colleagues is discouraged to avoid workplace conflicts.
True: The expectation of customers changes with time and needs.
True: Developing effective team communication is essential for a team's productivity.
False: Conflicting resources are not a common cause of workplace conflicts.
True: Regular team meetings should be prioritized to discuss problems and successes.
True: Formal procedures for complaints are critical if conflicts are not resolved after open discussion.
True: An unresolved conflict can negatively impact both a company’s productivity and employee efficiency.
False: Long, uncut hair is recommended for male staff to maintain a professional appearance.
Effective teamwork is necessary for achieving common goals on time.
True
Task effectiveness does not contribute to achieving task-related goals.
False
Effective teamwork in a retail store always results in success and improved productivity.
True
Effective team work can be achieved by aligning team size and resources with the task.
True
Synchronization of effort by team members is unnecessary for effective teamwork.
False
Communication etiquette with colleagues is not important in a retail store.
False
Maintaining communication etiquette helps in developing healthy relationships with colleagues.
True
Female employees should not maintain any etiquette while interacting with male colleagues.
False
Male employees should avoid personal conversations during professional meetings with female colleagues.
True
Building healthy relationships with colleagues can reduce stress at the workplace.
True
Showing respect to colleagues and managers is unnecessary in a retail store.
False
Working in collaboration with colleagues does not help in achieving goals on time.
False
Effective listening to colleagues can provide a better understanding of problems.
True
Personal presentation does not include behavior towards customers.
False
Working according to company guidelines helps in protecting both employee rights and business interests.
True
Employees should complete their tasks accurately by being flexible and adapting to work plans and procedures.
True
Understanding work requirements is unnecessary for completing tasks effectively.
False
Clear written instructions are not necessary for performing a job well.
False
Completing work according to requirements is essential for task success.
True
Showing flexibility in adapting to new work shifts is a good organizational practice.
True
Seeking advice from seniors should be avoided as it creates a negative image.
False
Problem-solving skills are important for decision-making at the workplace.
True
Helping other colleagues in solving problems contributes to teamwork.
True
Developing personal skills as a sales associate can lead to career success.
True
Skill development among sales associates can be improved by providing job satisfaction and reducing stress factors.
True
Fill up the blanks
5.1 Demonstrate the Organization Standards by Appearance and Behaviour
Satisfaction of consumer/customer is the ultimate goal of all economic activity.
The study of (Organisational Behaviour) involves understanding, prediction, and control of human behaviour and the factors that influence performance in an organisation.
(Standards of Behaviour) are a set of official guidelines meant to govern employees' actions, speech, attitudes, and more.
Instead of being phrased in terms of corporate goals, desired outcomes, and general dos and don'ts, standards describe specific, desired (behaviour).
5.1.1 Organizations Standards by Appearance and Behaviors
Managers and supervisors are responsible for ensuring all personnel achieve (standards of appearance) set out in the form.
Standard of dressing and appearance is perceived to offer benefits such as alignment with the organization's brand, professionalization of the job role, creation of a sense of (organisational identity), and health and safety concerns.
5.1.2 Precautions for Appearance and Behaviour
Male staff should ensure the (prescribed uniform) is neat, clean, and ironed.
Female staff should avoid (dark colour nail paints) and long nails.
A satisfied customer contributes to the retail revenue for many years by his/her (purchases and recommendations).
5.1.3 Dealing with Customer
When greeting a customer, a warm, (sincere greeting) will make a positive first impression.
An effective greeting helps to uncover the customer's (needs).
Avoid using broad phrases like "May I help you?" as these do not address the customer's (specific needs).
Among greeting customers with a smile, a salesperson should make (eye contact) to create a connection.
5.1.3.2 Communicate the Customer About Their Value
Customer value is the perception of what a product or service is (worth) to a customer versus the possible alternatives.
Creating customer value increases customer (satisfaction) and the customer experience.
When your customers feel (valued), they stay loyal to your business.
5.1.3.3 Identify Customer Expectation
Customer expectation is the total perceived (value) from the products or services.
If the actual experience of the customer with goods is more than the perceived value, the customer will be (satisfied).
5.1.3.4 Treat Customer Courteously
Customer courtesy refers to the words and actions that show customers (recognition and respect).
Common courtesy practices include showing respect for others, apologizing when you do something wrong, and not (interrupting) when someone is having a conversation.
5.1.3.5 Informed Customer and Reassured
Customer (Assurance) involves real-time monitoring of a customer's purchased services.
5.2 Support Work Team
Being part of a team means supporting one another, communicating effectively, and resolving (conflicts).
5.2.2 Sharing Information and Making Commitments with Colleagues
Information sharing among employees helps in improving teamwork, which impacts the team's (productivity).
Work-related information in a retail store can be shared through various media such as departmental meetings, the (Internet), bulletins, and stat sheets.
5.2.4 Exchanging Opinion and Views with Colleagues
Exchanging opinions and views with colleagues helps in creating (unity) and a healthy work environment.
5.2.5 Passing Important Information to Colleagues
When sharing important information, it is crucial to maintain the (integrity) of the information.
5.2.6 Seeking Clarification and Advice from Colleagues or Managers
Seeking clarifications and advice helps in maintaining a (good working relationship) and assures the delivery of high-quality work on time.
5.2.8 Explaining Reasons for Not Fulfilling a Commitment
Explaining company's commitment policies towards the customers helps the employees in focusing on their (goal).
5.2.9 Responsibilities of a Sales Associate Working in a Team
If a sales associate does not turn up for work, it could leave the store (short-staffed).
5.2.10 Developing Effective Work Habits
Teams need to be effective in communication with one another, with other teams, and with (customers).
Effective team work is necessary for achieving common goals on time. Task effectiveness helps the team to work positively towards achieving its task-related goals. In any retail store, effective team work always results in success and improved __________.
Effective team work can be achieved by following certain strategies such as alignment of the team size and resources with the __________, development of a sense of mutual ownership, synchronization of effort by team members, and developmental team goals with a shared __________.
Appropriate communication etiquette helps in smoothening business processes within a retail store. Both "Etiquette" and "Communication" are called __________ skills, and they are mandatory to be maintained in a retail store for its smooth functioning.
When a female colleague is interacting with a male colleague, she should speak in a __________ but soft language to convey the information in a professional way.
Male employees should always __________ their female colleagues and avoid personal conversations during professional meetings.
Building healthy relationships with colleagues at the workplace helps in reducing stress and creating a __________ environment.
Showing respect forms a good impression. It is essential to identify and recognize the roles, concerns, and responsibilities of __________ and managers in a retail store.
Working in cooperation with colleagues helps create a healthy working __________ and is crucial for achieving goals on time.
Effective listening helps in understanding concerns better and resolving problems more efficiently. Some benefits include providing a better understanding of problems, earning the respect of colleagues, and enhancing the prospect of __________ growth.
Personal presentation in a retail store may include guidelines on uniform or dress code, makeup, jewelry, hair, and __________ hygiene.
Employees should work according to company guidelines to uphold __________ policy and complete tasks accurately.
Responsibility is how accountable you are for the results produced by your __________ in an organization.
To understand work requirements, gather important information, write down requirement __________, validate the requirement specification, and maintain the requirement specification.
The essentials of effective work instructions include being sincere, accessible, __________, and clear.
Employees should show __________ in adapting to new working shifts and any changes in work plans.
When seeking help from a senior, choose the person you want to ask for help, seek a suitable __________ for the meeting, be courteous, and share your problems without being negative.
The steps for solving a customer service problem include identifying the problem, interpreting the problem, analyzing the problem, and finding alternative __________.
Helping colleagues at the workplace benefits an organization by building team work, improving information flow, and completing assignments __________.
As a sales associate, personal skill development areas include relationships, knowledge base, time management, presentations, and __________.
Organizations can help in skill development among sales associates by providing training for product promotions, enhancing skills, and increasing __________ among them.
