Customer Care Trivia Q&A

When one of your frequent clients complains that they aren't getting your promotional SMSs, you instantly get into the system and discover that you have the wrong mobile number input. What kind of service recovery is ideal for this customer?

Acknowledge the customer, tell them about the mistake that happened and register customer feedback through MyAEP

Call/email Alshaya Contact Centre and tell them about the situation and register a request to modify the customer information.

Apologize to the customer and register the customer again.

None of the above.

Correct! Wrong!

After reviewing the visit comments, you come to the conclusion that the details are incorrect because you received a very poor SHOPPIE score during the end-of-season sale. In such circumstances, you:

Call the Contact Centre and ask them to delete the visit.

Call the operations immediately, explain the incident and ask them to contact Customer Care.

Call LP and get permission to view the recorded CCTV.

Submit your feedback through the system and contact your Customer Care representative.

Correct! Wrong!

The store is full with customers, you're holding an end-of-season discount, and there aren't enough coworkers to help. When a customer asks you where to find clothing for a six-year-old girl, you are working on the floor in the men's section. The best answer you can give right away is:

“Did you check the kids section; we have a new collection there”.

“Let me show you where it is”.

“You can find it in the kid's section on the second floor, would you like me to show you”.

“I don’t know. Would you please ask the staff standing over there”.

Correct! Wrong!

A lady comes up to the register and asks for a cash return for a dress she purchased 12 days prior. She has the ticket, and the clothes' tag is still attached. She becomes irate and begins to question your brand's policy when you respectfully explain that you can't do it in accordance with the policy. How to control the circumstance:

Be assertive in offering options, suggestions, and alternatives to the customer and politely explain that an exchange is feasible.

Verify that the dress can be sold and that it is still in style before giving the buyer a refund because the customer is always right.

Recognize her feelings, get in touch with customer service, file a complaint, and let them handle the matter.

For guidance on how to handle the problem, get in touch with your operation manager.

Correct! Wrong!

What will be your first response when a customer enters your store and later reveals that he is a mystery shopper who is there to evaluate your performance?

You ask the customer to provide you with his full details and contact operations for guidance.

You continue serving the customer, and then immediately report the incident to your Customer Care representative.

You will try your best to serve the customer and a get a high score on SHOPPEE.

You let the store manager know about the situation and call other stores in your location informing them about it.

Correct! Wrong!

You greet a customer as she comes up to the register and begin scanning the merchandise. While scanning, you notice that one of the goods' prices does not match the price displayed by the system. In this case, you should:

Ask the customer to wait for few minutes until you contact your operations manager for approval.

Apologize to the customer and call the Contact Centre and ask for approval to offer the customer the difference in cash.

Apologize to the customer and offer an alternative item matching the price range.

Apologize to the customer, obtain an overwrite and offer her the lowest of two prices.

Correct! Wrong!

When a customer asks you to assist her in selecting a business suit for a job interview, you offer to show her options, but she chooses one that you honestly believe is inappropriate in terms of model, color, and material. How do you handle the circumstance:

Be truthful and inform the customer of the bad choice.

Help her locate the items, take them to the till and move on to the next customer.

Politely offer another alternative without embarrassing the customer and follow the reaction.

Reinforce the customer's decision and inform her that she made a good choice.

Correct! Wrong!

FREE Customer Care Trivia Question and Answers

When one of your frequent clients complains that they aren't getting your promotional SMSs, you instantly get into the system and discover that you have the wrong mobile number input. What kind of service recovery is ideal for this customer?

After reviewing the visit comments, you come to the conclusion that the details are incorrect because you received a very poor SHOPPIE score during the end-of-season sale. In such circumstances, you:

The store is full with customers, you're holding an end-of-season discount, and there aren't enough coworkers to help. When a customer asks you where to find clothing for a six-year-old girl, you are working on the floor in the men's section. The best answer you can give right away is:

What will be your first response when a customer enters your store and later reveals that he is a mystery shopper who is there to evaluate your performance?

You greet a customer as she comes up to the register and begin scanning the merchandise. While scanning, you notice that one of the goods' prices does not match the price displayed by the system. In this case, you should:

When a customer asks you to assist her in selecting a business suit for a job interview, you offer to show her options, but she chooses one that you honestly believe is inappropriate in terms of model, color, and material. How do you handle the circumstance:

FREE Customer Care Recruitment Question and Answers

FREE Basic Principles Of Customer Care Question and Answers

When one of your frequent clients complains that they aren't getting your promotional SMSs, you instantly get into the system and discover that you have the wrong mobile number input. What kind of service recovery is ideal for this customer?

After reviewing the visit comments, you come to the conclusion that the details are incorrect because you received a very poor SHOPPIE score during the end-of-season sale. In such circumstances, you:

The store is full with customers, you're holding an end-of-season discount, and there aren't enough coworkers to help. When a customer asks you where to find clothing for a six-year-old girl, you are working on the floor in the men's section. The best answer you can give right away is:

What will be your first response when a customer enters your store and later reveals that he is a mystery shopper who is there to evaluate your performance?

You greet a customer as she comes up to the register and begin scanning the merchandise. While scanning, you notice that one of the goods' prices does not match the price displayed by the system. In this case, you should:

When a customer asks you to assist her in selecting a business suit for a job interview, you offer to show her options, but she chooses one that you honestly believe is inappropriate in terms of model, color, and material. How do you handle the circumstance:

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