FREE Customer Care Trivia Question and Answers

Question 1

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:

Accepted Answer

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

Answer

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

Answer

“Let me show you where it is”.

Answer

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

Question 2

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:

Accepted Answer

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

Answer

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

Answer

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

Answer

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

Question 3

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:

Accepted Answer

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

Answer

Be truthful and inform the customer of the bad choice.

Answer

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

Answer

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

Question 4

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:

Accepted Answer

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

Answer

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.

Answer

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

Answer

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

Question 5

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:

Accepted Answer

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

Answer

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

Answer

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

Answer

Call LP and get permission to view the recorded CCTV.

Question 6

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?

Accepted Answer

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

Answer

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

Answer

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

Answer

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

Question 7

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?

Accepted Answer

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

Answer

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

Answer

Apologize to the customer and register the customer again.

Answer

None of the above.

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:

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: