HS 2nd Year Retail Unit 1:
Short Questions and Answers
1. What are some common customer service problems in a retail store?
Unattended customers or being ignored.
Overcharging or incorrect pricing.
Delays in product delivery.
Defective or expired products.
Inability to meet customer requirements.
Rude behavior of staff.
2. How should a sales associate respond to a customer complaint?
Listen carefully to the customer's problem.
Identify the actual issue.
Avoid getting defensive; focus on understanding and resolving the issue.
3. What are the steps to resolve a customer service problem?
Analyze the problem.
Determine the cause.
Check if the solution is within the organization's policy.
Decide on the solution based on policy.
Identify solutions close to the desired outcome.
4. What options are available to resolve customer problems?
Replace defective products.
Provide a refund or partial refund.
Offer a discount on future purchases.
Change the customer service personnel if necessary.
5. How should a sales associate determine the best solution for a customer problem?
List and analyze each solution.
Evaluate the implementation process.
Determine the cost and benefit of each option.
6. What should a sales associate do if they cannot resolve the customer’s issue?
Follow the organization’s policies.
Contact a supervisor or the appropriate authority.
Suggest the customer register their complaint formally.
7. How can a sales associate keep customers informed about the resolution of their problems?
Provide updates through email, telephone, or SMS about the progress and resolution.
8. What actions should a sales associate take to ensure promises made to customers are kept?
Record the promises made and the solution agreed upon.
Communicate promises to the relevant authority.
Verify that the promises are fulfilled after implementation.
9. How should a sales associate handle repeated customer service problems?
Identify and alert the appropriate authority about recurring issues.
Share customer feedback to prevent similar problems.
Identify and address system or procedural issues before they affect customers.
10. Why is it important to explain reasons when a customer problem cannot be resolved satisfactorily?
It helps customers understand the limitations and reasons behind the inability to resolve the issue, preventing frustration and confusion.
MCQs
What should a sales associate do first when a customer complains about poor service?
A) Ignore the complaint and continue with other tasks
B) Get defensive and point out the customer's mistake
C) Listen carefully to the customer's problem and identify the issue
D) Direct the customer to another store
Answer: C) Listen carefully to the customer's problem and identify the issue
Which of the following is NOT a common customer service problem in retail stores?
A) Unattended customers
B) Defective products
C) Efficient delivery
D) Overcharging
Answer: C) Efficient delivery
If a product is defective and a customer asks for a refund after the refund period has expired, what is a suitable action according to the example provided?
A) Deny any form of compensation
B) Provide a full refund regardless of the policy
C) Offer alternatives such as replacement or repair
D) Ask the customer to contact the manufacturer
Answer: C) Offer alternatives such as replacement or repair
When resolving a customer problem, which step involves discussing options with the customer?
A) Identifying the problem
B) Determining the actual cause
C) Confirming the options with others
D) Discussing options for solving the problem
Answer: D) Discussing options for solving the problem
What should a sales associate do if a problem is beyond their authority?
A) Attempt to resolve it by themselves
B) Ignore the problem
C) Follow the organisation's policy or procedure and contact the concerned authority
D) Tell the customer to return at another time
Answer: C) Follow the organisation's policy or procedure and contact the concerned authority
Why is it important to keep customers informed about the progress of resolving their problem?
A) To ensure the customer feels neglected
B) To confirm that their problem has been ignored
C) To reassure the customer that their issue is being addressed
D) To delay the resolution process
Answer: C) To reassure the customer that their issue is being addressed
What should a sales associate do if a customer's problem is repeatedly occurring?
A) Continue with the same solution without changes
B) Alert the appropriate authority and check the product before delivery
C) Ignore the feedback and move on
D) Change the product without any further action
Answer: B) Alert the appropriate authority and check the product before delivery
When should a sales associate discuss and confirm the options with other members of the store staff?
A) After the customer leaves the store
B) Before identifying the problem
C) After identifying the options to resolve the problem
D) When the customer first arrives at the store
Answer: C) After identifying the options to resolve the problem
What is a key step in ensuring promises made to customers are kept?
A) Keeping the promises a secret
B) Ignoring customer feedback
C) Cross-checking with the customer about the promises made
D) Documenting the problem but not the promises
Answer: C) Cross-checking with the customer about the promises made
What action should be taken if customer feedback about the solution is negative?
A) Ignore the feedback
B) Share the feedback with seniors and address potential issues
C) Deny that any problem exists
D) Ask the customer to return another time
Answer: B) Share the feedback with seniors and address potential issues
True: A sales associate should listen carefully to a customer's complaints to identify and resolve the issue effectively.
True: If a customer is overcharged, the sales associate should verify the pricing and make necessary adjustments or offer a refund if warranted.
True: Defective products can lead to a negative perception of the retailer, and the customer can seek a replacement or refund.
True: If a customer feels ignored or unattended, it is crucial for the sales staff to address their needs promptly to avoid losing their business.
True: The sales associate should ask specific questions to understand the customer's problem better and determine the most appropriate solution.
True: If the solution desired by the customer falls outside the organization’s policy, the sales associate should offer alternative solutions within the policy framework.
True: The sales associate should consult with other staff members or supervisors to confirm the feasibility of proposed solutions.
True: It is important for the sales associate to keep the customer informed about the progress and outcome of their complaint resolution.
True: If a sales associate cannot resolve a problem, they should escalate the issue to a supervisor or the appropriate department.
True: Sales associates should keep a record of promises made to customers and ensure that these promises are fulfilled.
True: Sales associates should contact customers after providing a solution to ensure that the issue has been resolved to their satisfaction.
True: Clear reasons should be given to customers if their problem cannot be resolved satisfactorily due to policy restrictions or other limitations.
True: Repeated problems should be monitored and reported to prevent recurrence and improve service quality.
True: Customer feedback, whether positive or negative, should be shared with relevant staff to identify potential problems and improve service.
True: Problems with systems and procedures should be identified and rectified to prevent customer dissatisfaction.
Fill-in-the-Blank Questions
Listening Carefully to Customers' Problems
Customers might face problems with the customer service of a retail store, such as _______ where the sales staff is not attending to the customers or ignoring their presence.
Answer: unattended customers or ignored
Common Customer Problems
A customer is overcharged when cashiers at the retail store have wrongly priced or _______ the customer for the products purchased.
Answer: overcharged
Delays in Product Delivery
In case of home delivery from a retail store, the product has not reached at the right time or the right place as desired by the _______.
Answer: customer
Defective Products
When a customer receives a defective or expired product, it creates a negative image of the retailer in the customer's _______.
Answer: mind
Rude Behavior of Staff
The behavior of the retail store staff can sometimes be _______ towards the customer, which is a problem that needs addressing.
Answer: rude
Steps to Resolve Customer Problems
The first step in resolving a customer service problem is _______ the customer service problem.
Answer: analyzing
Determining the Cause
After identifying the problem, the next step is _______ the actual cause of the problem.
Answer: determining
Options to Resolve Problems
One option for resolving a customer service problem is _______ of defective products.
Answer: replacement
Confirming Options
After identifying the options, the sales associate should talk to other members of the retail store staff to determine whether the options are _______ enough to be implemented.
Answer: feasible
Determining Merits and Demerits
To identify the merits and demerits of each option, one needs to _______ each solution.
Answer: analyze
Alternatives for Issues Beyond Authority
For problems beyond the authority of a sales associate, they can _______ the concerned authority or supervisor.
Answer: contact
Discussing Options with the Customer
All the alternatives for solving customer service problems should be _______ to customers in detail.
Answer: explained
Organizational Procedures
A sales associate should ensure that any selected solution for a customer is _______ with the organization’s policies.
Answer: in line
Taking Action
For implementing a solution, the sales associate needs to first contact his/her _______ and then start the process of replacement, refund, or repair.
Answer: supervisor
Keeping Customers Informed
After selecting and implementing the best option, the sales associate should keep the customer _______ about the progress.
Answer: informed
Negotiating with Customers
To ensure promises are kept, a sales associate should cross-check with the customer about the _______ made.
Answer: promises
Contacting Customers Post-Resolution
After providing the solution, the sales associate should contact the customer to ensure that their problem is completely _______.
Answer: resolved
Reasons for Unresolved Issues
If a problem cannot be resolved satisfactorily, a sales associate should provide clear _______ for why it cannot be resolved.
Answer: reasons
Identifying Repeated Problems
While providing a solution, a sales associate should keep a constant check to identify if the problem is _______.
Answer: repeated
Sharing Customer Feedback
After solving a problem, sharing customer feedback helps identify potential problems before they _______.
Answer: happen
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