Class 12 Retail Chapter 1 Resolve Customer Concerns

Class 12 Retail Chapter 1 Resolve Customer Concerns Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 12 Retail Chapter 1 Resolve Customer Concerns Question Answer and select need one. Class 12 Retail Chapter 1 Resolve Customer Concerns Notes Download PDF. AHSEC Class 12 Elective Retail Trade Question Answer English Medium.

Class 12 Retail Chapter 1 Resolve Customer Concerns

Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 12 Elective Retail Trade Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 12 Retail Chapter 1 Resolve Customer Concerns Textbook Solutions English Medium for All Chapters, You can practice these here.

Resolve Customer Concerns

Chapter: 1

Session 1: IDENTIFYING AND LISTENING TO CUSTOMER’S PROBLEMS

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A. Fill in the Blanks:

1. Sales associate should ____________ to customer’s complaints carefully. 

Ans: Listen.

2. If the customers’ problems are paid attention by retailer, the morale and satisfaction, level of customer’s would ____________.

Ans: Increase.

3. If sales associate, jointly with customer, solves a problem, the customer feels ___________.

Ans: Ownership.

 4. The questions are of two types, which are open ended, and _____________. 

Ans: Close – ended.

5. Sales associate never permits the conversation to erode into an ____________ at any point.

Ans: Argument.

B. Multiple Choice Questions:

1. CRM is focused to.

(a) Management. 

(b) Customer. 

(c) Creditors.

(d) All of the above.

Ans: (b) Customer.

2. Which one of these is not a source of identifying customer problem by the retailer?

(a) Feedback of sales Associate.

(b) Customer meet.

(c) Social group.

(d) Executives meet.

Ans: (d) Executives meet.

3. The retailer should not point their fingers at other__________.

(a) Employee.

(b) Customer.

(c) Creditors.

(d) None of the above.

Ans: (a) Employee.

4. Open-ended question is good for defining issues, classifying, and gathering ___________.

(a) Knowledge.

(b) Criticisms.

(c) Information.

(d) All of the above.

Answ: (c) Information.

5. Closed ended question encourage a short or ___________ answer.

(a) Two word.

(b) Three word.

(c) Single word.

(d) None of the above.

Answer: (c) Single word.

C. True or False:

1. Sales associate should recognize the right difficulty by asking right questions and perceiving. 

Ans: True.

2. Sales associate should point-out the fingers at other employees, policies, or procedures. 

Ans: False.

3. Open – ended questions are good for defining issues, clarifying, gathering information and getting involvement. 

Ans: True.

4. Closed-ended questions inspire a short answer.

Ans: True.

5. Sales associate should fight with the customer even the customer is 100% wrong. 

Ans: False.

D. Match the Columns:

Column A	Column B
1. When sales associate solves a problem with customer, the customer feels the	A. Do you Prefer the blue or red one
2. Giving yes or no reply is related to	B. Argument
3. Question related to what, when	C. close ended Questions
4. Where and why are called as close	D. Both
5. Do not permit the conversation turn into an	E. Ownership
6. The Questionnaire consists of open ended, close ended and	F. Open-ended Question

Ans:

Column A	Column B
1. When sales associate solves a problem with customer, the customer feels the	E. Ownership
2. Giving yes or no reply is related to	C. close ended Questions
3. Question related to what, when	F. Open-ended Question
4. Where and why are called as close	A. Do you Prefer the blue or red one
5. Do not permit the conversation turn into an	B. Argument
6. The Questionnaire consists of open ended, close ended and	D. Both

E. Short Answer Questions:

1. What do you mean by open-ended question? 

Ans: Open – ended questions are good for defining issues, clarifying, gathering information and getting involvement. These questions are requiring multiple answers. Answers might be short sentences or somewhat longer. These questions frequently start with a what, how, where, when, and why.

2. What do you mean by close-ended question? 

Ans: Closed-ended question comprises a short answer. Closed-ended questions are sometimes valuable for getting a quick response, gaining minimal involvement, controlling the conversation, verifying information, and clarifying or confirming points.

3. State the source of identification customer problem.

Ans: There are some sources to find out the customers’ problems. They are as follows:

(i) Take feedback from customers either in writing or in verbal form.

(ii) Take feedback from sales associates.

(iii) Take feedback from the cash point.

(iv) Take feedback from public like media, social groups, social activists etc.

(v) Customers Suggestion box (regular check required).

4. Give five close-ended questions. 

Ans: Is your daughter using this product? (Yes or No)”

(i) “How many times have you used our services? (A specific number)”

(ii) “Do you prefer the blue or red one? (A choice between two items)”

(iii) “What model is it?”

(iv) “Does it have OS problem or starting problem?”

E. Long Answer Questions:

1. What are the benefits of listening carefully to the problems of customers?

Ans: “Following are the benefits of feedback to solve customers’ problems, which are:

(i) Referrals: Word of mouth recommendations by those customers, who have solutions from the company, bring new customers free and that helps their business grow. Therefore, retailers need to check the existing customers who were coming with their problems and got solutions from the company.

(ii) Repeat business: Satisfied customers, who got the solutions from company’s effort wish to come again for next purchase.

(iii) Loyalty: Retailers need to find out any issues immediately and fix them straight away, so that they are bowled over by great service. It will certainly increase the customers’ loyalty towards the retailer.

(iv) Retention: By taking feedback after giving services or solutions of customers’ problems, retailer can retain most of his/ her customers.

(v) Reputation: After asking the feedback of their solutions which the customers got, they share with others like friend circle, relatives, neighbors etc. This will certainly increase the status of the company.

(vi) Sales opportunities: If the customer gets attention and a solution to his problem, certainly, the sales will increase and retailer can increase the product lines, depth and width.

(vii) Improve products and services: Feedback gives the responses to improve the products and the services.

(viii) Customer satisfaction: Feedback helps the retailer to improve the products and services so that customers get satisfied.

(ix) Helps in taking business decisions: Feedback helps to take decisions regarding products and services of retail business.

(x)  Gives good customer experience: Feedback gives good customer experience after the improvement in the products and services of the retail business.”

2. What are the different sources of identifying customers’ problems?

Ans: There are some sources to find out the customers’ problems. 

They are as follows:

(i) Take feedback from customers either in writing or in verbal form.

(ii) Take feedback from sales associates.

(iii) Take feedback from the cash point.

(iv) Take feedback from public like media, social groups, social activists etc.

(v) Customers Suggestion box (regular check required).

3. Discuss about do’s and don’ts in dealing with the problems of customers.

Ans: Identifying the problems of the customers is not an easy task. It requires knowledge of understanding the customers’ psychology and their actions. Following points are useful for sales associate to identify the customers’ problems. 

The sales associates, therefore, should:

(i) Offer seat to customers.

(ii) Identify and try to solve the right problem.

(iii) Adopt courtesy by offering a seat, a glass of water and tea/coffee.

(iv) An effort is to resolve a problem so that customer understands how important he is.

(v) Make the customers feel that he/she is getting importance by listening to the problem.

(vi) Collect any documentation or other background information available.

(vii) Simply listen and offer to facilitate the execution of the recommended solution.

(viii) When the sales associate, jointly with customer, solves a problem, the customer feels ownership that a good decision should be by customer himself.

(ix) In some situations, ask an open-ended query that suggests a solution.

(x) Always try to know that customers might often have a solution in mind when customers call or come in.

(xi) Identify the cause of customer’s problems.

(xii) Have the sense of intuition for predicting the future problems faced by customers.

(xiii) Have the ability to understand the problems defined by customers.

Don’ts:

(i) Sales Associate should not point the fingers at other employees, policies, or procedures.

(ii) Sales Associate should not fight with customer.

(iii) Sometimes, customers may be 100% wrong but fighting on the issues will only aggravate complaint.

(iv) Do not permit the conversation to result in an argument with any customer at any point of time.

4. What are the guidelines to identify the problems of customers? 

Ans: The sales associates, therefore, should:

(i) Offer seat to customers.

(ii) Identify and try to solve the right problem.

(iii) Adopt courtesy by offering a seat, a glass of water and tea/coffee.

(iv) An effort is to resolve a problem so that customer understands how important he is.

(v) Make the customers feel that he/she is getting importance by listening to the problem.

(vi) Collect any documentation or other background information available.

(vii) Simply listen and offer to facilitate the execution of the recommended solution.

(viii) When the sales associate, jointly with the customer, solves a problem, the customer feels ownership that a good decision should be made by the customer himself.

5. Discuss about the open – ended and closed-ended queries along with suitable examples.  

Ans: (a) Open-Ended Questions: Open – ended questions are good for defining issues, clarifying, gathering information and getting involvement. These questions are requiring multiple answers. Answers might be short sentences or somewhat longer. These questions frequently start with a what, how, where, when, and why. For example, ‘What are the factors influencing the customer when buying a vehicle?’”

(b) Close-Ended Questions: Closed-ended question comprises a short answer. Closed-ended questions are sometimes valuable for getting a quick response, gaining minimal involvement, controlling the conversation, verifying information, and clarifying or confirming points.

For example:

(i) Is your daughter using this product? (Yes or No)

(ii) “How many times have you used our services? (A specific number)”

(iii) “Do you prefer the blue or red one? (A choice between two items)”

(iv) “What model is it?”

(v) “Does it have OS problem or starting problem?”

F. Long Answer Questions:

1. What are some key administrative tasks involved in office management?

Ans: Office management comprises various administrative tasks such as planning, organizing, directing and controlling office activities. It also includes tasks like filing, correspondence, scheduling, data management, communication, maintaining records, supervision of staff and ensuring smooth workflow in the office.

2. How does technology integration contribute to modern office management practices? 

Ans: Technology integration in modern office management helps in increasing efficiency, reducing manual work, improving communication, speeding up data processing, ensuring accuracy and providing tools for better decision-making. Tools like office software, databases, email, video calls, and CRM help an office work faster and easier. They save time, reduce mistakes, and keep everyone organized.

3. Why continuous improvement is emphasised in office management principles? 

Ans: Continuous improvement is emphasised in office management principles because it ensures that the organisation adapts to changing conditions, maintains competitiveness, enhances service quality, and satisfies customers. When employees and the organisation keep improving their systems, work methods, and skills, it helps the company grow steadily and work more efficiently.

4. Describe the role of an office manager in risk management within an organisation. 

Ans: An office manager plays a vital role in risk management by identifying potential risks, assessing their impact, planning strategies to mitigate them, and implementing control measures. They make sure the company follows the law, protects data, keeps things secure, and teaches employees how to deal with emergencies.

G. Check Your Performance:

1. Have you identified the problems impacting retail business? Listed out. 

Ans: Customers’ problems give an opportunity to the retailers to identify issues or potential problems in business. The most successful sales associates are who find persuasion of customer difficulties and ensure to resolve them in a manner that is suitable, with low cost and within a short period of time.

2. Draw a chart containing sources of the customers’ problems.

Ans: Sources of Customers’ Problems:

Poor Product / Service Quality                           (Defects, malfunctions, unmet expectations)

High Price / Hidden Costs                                    (Expensive, unexpected charges, unclear bills)

Ineffective Communication                                        (Lack of updates, rude staff, unclear info)

Delivery & Service Delays                                          (Late delivery, missed deadlines, long wait)

After-Sales Service Issues                                            (No support, warranty issues, complaint delay)

Lack of Customization / Options                                 (Product not matching customer needs)

3. Track out the different sources of collecting information on customer complaints and grievance by retailer. 

Ans: Some of the methods are:

(i) Order forms.

(ii) Enquiries.

(iii) Recording complaints.

(iv) Warranty cards.

(v) Customer rewards program.

(vi) Customer satisfaction surveys.

(vii) Feedback.

(viii) Customer competitions.

(ix) Company website.

4. Propose the tools for identifying customers’ problems. 

Ans: Tools for identifying customers’ problems:

Getting the right information may be a challenging task; sales associate should prepare tools like questionnaire to gather the necessary information. The questionnaire can consist open – ended questions as well as closed ended questions or both.

5. Demonstrate how customer’s complaints are lodged and resolved.

Ans: Resolve Customer Complaints: Whatever a customer lodged as a complaint, sales associate or someone else in store should try to decide the complaint so that the customer accepts the decision. For example, ‘I will make sure this does not happen again, Mr. Kumar. In the meantime, I will show you a new copy. Are you happy with that?’ If the complaint involves investigation that may take some time, keep the customer informed at every step initiated to resolve his/ her complaint. Even if sales associate is having some trouble, the customer should feel solution is in the process. Sometimes customers think that nothing done about their complaint. Customers will appreciate it if sales associate keeps them informed of progress.

Negotiate the outcome of a complaint with a customer to find a solution that suits both the customer and store. This means the solution has to be within the restrictions of the retailer’s policies and procedures. Sometimes sales associate will not be able to meet a customer’s needs at all. This may be because the retailer’s policies and procedures prevent him/her from doing so. For example, a customer who intoxicated is complaining because attendant would not serve any more alcohol, a manager has to explain that this would be illegal. In situations like this, it does not matter how much the customer insists; associate has to follow policies, procedures and legislation. In such cases, negotiation is not possible. Try to be tactful and sympathetic as a sales associate can be. Sales associate should fully explain the situation to the customer so they understand the matter is out of their hands. It is always better to assure less and deliver more, somewhat than the other way round.

Take ownership of complaint and empower a colleague, enlighten the customer by communicating to them. Sales associate should make the customer happy with the recommended actions. Ask the customer if anything further could be done at this stage to help them. At the end, as a courtesy and boost the confidence of customers reassure them, with a complete and accurate decision.

SESSION 2: ORGANIZATIONAL PROCEDURES TO DEAL WITH CUSTOMER’S PROBLEMS

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SESSION 3: IMPORTANCE OF OFFICE MANAGEMENT

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SESSION 4: HANDLING REPEATED CUSTOMER’S PROBLEMS

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