Free Customer Care Trivia Question and Answers — Questions 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:
- “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”. (Correct answer)
- “I don’t know. Would you please ask the staff standing over there”.
Correct answer: “You can find it in the kid's section on the second floor, would you like me to show you”.
Even when busy, providing clear directions and offering further assistance demonstrates excellent customer service. This response gives the customer the exact location, empowering them to find it themselves if they prefer, but also extends an offer to personally guide them. It balances efficiency with helpfulness, ensuring the customer feels supported without necessarily requiring the employee to abandon their current task if the customer declines the escort.
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:
- 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 answer)
Correct answer: Apologize to the customer, obtain an overwrite and offer her the lowest of two prices.
In retail, when a price discrepancy occurs, the best practice is to honor the lower price, especially if it was displayed. Apologizing acknowledges the inconvenience, obtaining an overwrite ensures the transaction is correct, and offering the lower price demonstrates fairness and prioritizes customer satisfaction. This approach resolves the issue quickly, builds trust, and adheres to common consumer protection principles.
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:
- 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. (Correct answer)
- Reinforce the customer's decision and inform her that she made a good choice.
Correct answer: Politely offer another alternative without embarrassing the customer and follow the reaction.
Customer service requires balancing honesty with tact and respect for the customer's choices. Directly telling a customer their choice is 'bad' can be embarrassing and off-putting. Instead, politely suggesting alternatives allows the customer to reconsider without feeling judged, empowering them to make an informed decision while preserving their dignity and your professional relationship.
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:
- Be assertive in offering options, suggestions, and alternatives to the customer and politely explain that an exchange is feasible. (Correct 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.
- 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 answer: Be assertive in offering options, suggestions, and alternatives to the customer and politely explain that an exchange is feasible.
When a customer is upset about a policy, the best approach is to calmly and assertively explain the policy while also exploring acceptable alternatives within company guidelines. Offering an exchange, if feasible, provides a solution that adheres to policy (no cash refund after 12 days) but still addresses the customer's desire to resolve the issue. This demonstrates problem-solving and a commitment to customer satisfaction within established rules.
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:
- 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 answer)
Correct answer: Submit your feedback through the system and contact your Customer Care representative.
If you believe a 'SHOPPIE' score or visit comments are incorrect, the proper procedure is to follow established internal channels for feedback and dispute resolution. Submitting feedback through the system creates a formal record, and contacting your Customer Care representative ensures the issue is escalated to the appropriate department for review and potential investigation. This structured approach is essential for addressing discrepancies professionally.
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?
- 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. (Correct answer)
- 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 answer: You continue serving the customer, and then immediately report the incident to your Customer Care representative.
A mystery shopper's role is to evaluate standard customer service without special treatment. Therefore, you should continue to serve them as you would any other customer, maintaining your usual high standards. After the interaction, it's important to report the incident to your Customer Care representative so the company is aware of the evaluation and can track the results appropriately.
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?
- 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. (Correct answer)
- Apologize to the customer and register the customer again.
- None of the above.
Correct answer: Call/email Alshaya Contact Centre and tell them about the situation and register a request to modify the customer information.
When a customer's contact information is incorrect in the system, the most effective service recovery is to directly address the root cause by updating the information. Contacting the designated Contact Centre or support team ensures that the customer's profile is accurately corrected, allowing them to receive future promotional SMSs as intended. This proactive step resolves the immediate issue and prevents recurrence.
Free Customer Care Trivia Question and Answers
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: