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

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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

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:

Ans:

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:

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.

A. Fill in the Blanks:

1. A problem might give retailer an opportunity to increase customer _______________.

Ans: Trust.

2. Retail store/ sales associate should solve the customer’s problem in a mode that is convenient, ________________, or timely. 

Ans: Cost effective.

3. When dealing with a customer, who has some problems on hand, sales associate should address the customers by ______________. 

Ans: Respect.

4. Once the customer’s problem is taken care and found out why it happened, if it is a retail outlets policy, look into ____________ that.

Ans: Changing.

B. Multiple Choice Questions:

1. Some customers arrive at retailer’s outlet having some problems because _______________.

(a) Their expectations towards product, service or ambience have not been met.

(b) To release their anger after dissatisfaction.

(c) The gap between standard and actual service claimed.

(d) All of the above.

Ans: (d) All of the above.

2. When customers have problems, they reach to complain at retailer’s outlet with one or more of the following postures–

(a) Harshness.

(b) Lack of cordial social skills to communicate properly.

(c) Uneasiness.

(d) All of the above.

Ans: (d) All of the above.

3. The following is/are not included in steps in dealing with the customers’ problem–

(a) Pay attention cautiously to what the customer has to say and let them resolve.

(b) Make an apology with blaming.

(c) Ask questions in helpful and troubled manner.

(d) Request the customers, what solution would be suitable to them?

Ans: (b) Make an apology with blaming.

C. State Whether the Following Statement Are True or False:

1. The retailers have an unclear, tight and close policy on problems. 

Ans: False.

2. The more information sales associate can get from the customer; the better sales associate will understand his or her perspective. 

Ans: True.

3. When dealing with the customers’ problem, the goal of business owner is to argue on problem and not finding the solutions. 

Ans: False.

4. Staff must be conscious that grievances are a highest priority element for their operation and someone who contacts them must have the power to decide them completely. 

Ans: True.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. List out the postures of customer when he/ she lodges complaint. 

Ans: When customers have problems, they reach to complain at retailer’s outlet with one or more of the following postures:

(a) Harshness.

(b) Lack of cordial social skills to communicate properly.

(c) Uneasiness.

(d) Very exciting.

(e) Lack of understanding about retailer’s limitations.

(f) Rudeness.

(g) Unreasonableness.

2. List out the six rules of controlling customer problem in an organised way.

Ans: The way retailers should follow the six rules for handling customers’ problems in an organized manner are as follows:

(i) Have a Strategic Plan: The retailers should have a clear, flexible, welcoming and open procedure on problems. A problem is a gift once a customer provides up his/her time to assistance you improve the organization.

(ii) Train Sales or Front-Line Staff and Management in Problems Handling: Retailers should give sales staff the confidence to contact the problematic customers and upkeep in their movements. Brilliant complaint management is not an easy task. The management should approve its significance in providing customer service with satisfaction. For this purpose, retail organizations should provide the training to the sales people for effectively handling of customer problems.

(iii) Provide Sufficient Priority and Authority for complaints handling: Employees should be attentive that complaints remain a top important item for their operation, and anybody who contacts them it is essential to have necessary authority to regulate them completely.

(iv) Getting to the Root: Once the customer’s problem is taken care of one should find out why it happened. If it is a retail organization policy, one should look into altering that. If it is policy procedure that is essential to fine-tuning, take cognizance of that. Ask any involved sales associate and managers for effort and take note of it.

(v) Ensure to Process the Problems from all Sources: Here are four main ways to lodge the problems–in person, through telephone, through email/internet. Organization must handle all problems efficiently.

(vi) Analyze the Problems and Share with Everyone: Organizations must acquire a lot of information about problems with internal processes, training, specific employees/managers

3. What do you mean by put yourself in customer’s shoes? 

Ans: Put yourself in customer’s shoes” means imagining yourself as the customer and viewing the problem from their side. It helps the retailer understand the customer’s feelings, needs, and frustrations, respond with empathy, and provide fair solutions. This approach builds trust and improves customer satisfaction.

4. Why customer does not lodge a complaint with retailers? 

Ans: However, not all customers, who have problems, come for lodging their problem at retail store. Some of them could not reach there because:

(i) They think it is not a matter to complaint as it needs the time or effort.

(ii) They further think that no one would be concerned about their problem or its solution.

(iii) They do not know where to go or what to do.

F. Long Answer Questions:

1. When do you consider customer’s problems as compliment?

Ans: In short, a problem gives retailer an opportunity to increase customer trust, build long-term relationships (Customers will use retailer services another time if they trust complaints welcomed and addressed), rectify service failures and engage customers as advocates.

2. What are the various factors leading to customers’ problems? 

Ans: Some customers arrive at retailer’s outlet because:

(i) Their expectations towards product, service or ambience has not been met.

(ii) The product has some problems.

(iii) It releases their anger after dissatisfaction.

(iv) The gap between standard and actual service claimed exist.

(v) It helps improve the service of that retailer.

(vi) It shows Concern for others who also use the service of that retailer.

(vii) Retailer gives wrong information.

(viii) Retailer provides poor customer service.

(ix) Retailer overpriced the product/s or service/s.

(x) They lack adequate information.

(xi) There is some delay in activity like cash point, changing process etc.

(xii) The non-responsive service providers.

3. Demonstrate the body language and different types of reactions of those customers who have some problems on hand. 

Ans: When customers have problems, they reach to complain at retailer’s outlet with one or more of the following postures:

(a) Harshness.

(b) Lack of cordial social skills to communicate properly.

(c) Uneasiness.

(d) Very exciting.

(e) Lack of understanding about retailer’s limitations.

(f) Rudeness.

(g) Unreasonableness.

4. List out the steps and rules in dealing with customers’ problems.

Ans: Steps to deal with customers’ problems:

Effectively dealing with customers’ complaints provides a golden opportunity to turn unhappy customers into dynamic promoters of any business. 

The customer-oriented steps, which help to deal with customers’ problems, are as under:

(i) Listen cautiously to what the buyer has to say, let him allow to complete: Sales associates are advised not to be defensive while dealing with customers. The customer is not confronting personally; remember the customer has a difficulty and is distressed. Repeat back what sales associate is hearing to display that he/she has listened.

(ii) Ask interrogations in a gentle and concerned manner: The more information sales associate can get from the customer; the better sales associate will understand customer’s perspective.

(iii) Empathies with one another: A business owner’s aim is to solve the problem, without any argument. Hence both the parties the customer and the sales associate empathize with each other.

(iv) Apologize without blaming: When a customer minds that sales associate is sincerely apologizing, it usually spreads the condition. Do not blame other person or section. Just say, “I’m regretful for it.”

(v) Ask the customer, “What can be an adequate solution to the problem?”: The customer distinguishes what a respectable solution can be; it is better to suggest more than one solution as options to lighten his or her discomfort. Therefore, the sales associate should become a partner through the customer in resolving the problem. The retail buyer is not continuously right and this means just that resolving the difficulties are often more significant than who is correct. If retail organization can solve customer’s problem without blaming itself or others, it will reduce stress of customers as well as sales associates, everybody’s impression will be better and it will create loyalty in customer’s mind.

Rules (Six Rules):

The way retailers should follow the six rules for handling customers’ problems in an organized manner are as follows:

(i) Have a Strategic Plan.

(ii) Train Sales or Front-Line Staff and Management in Problems Handling.

(iii) Provide Sufficient Priority and Authority for complaints handling.

(iv) Getting to the Root.

(v) Ensure to Process the Problems from all Sources.

(vi) Analyze the Problems and Share with Everyone.

5. Why the customer approach retailer to represent their problem with them. 

Ans: Some customers arrive at retailer’s outlet because:

(i) Their expectations towards product, service or ambience has not been met.

(ii) The product has some problems.

(iii) It releases their anger after dissatisfaction.

(iv) The gap between standard and actual service claimed exist.

(v) It helps improve the service of that retailer.

(vi) It shows Concern for others who also use the service of that retailer.

(vii) Retailer gives wrong information.

(viii) Retailer provides poor customer service.

(ix) Retailer overpriced the product/s or service/s.

(x) They lack adequate information.

(xi) There is some delay in activity like cash point, changing process etc.

(xii) The non-responsive service providers.

G. Check Your Performance:

1. Identify the usual customer problems with retailers and prepare a chart. 

Ans: Some customers arrive at retailer’s outlet because:

(i) Their expectations towards product, service or ambience has not been met.

(ii) The product has some problems.

(iii) It releases their anger after dissatisfaction.

(iv) The gap between standard and actual service claimed exist.

(v) It helps improve the service of that retailer.

(vi) It shows Concern for others who also use the service of that retailer.

(vii) Retailer gives wrong information.

(viii) Retailer provides poor customer service.

(ix) Retailer overpriced the product/s or service/s.

(x) They lack adequate information.

(xi) There is some delay in activity like cash point, changing process etc.

(xii) The non-responsive service providers.

2. Perform the way in which customer problems are resolved.

Ans: There are various methods to solve customer service problem. Customers interact with the service provider in a variety of ways. Method of dealing with customer service should be adopted according to situation and the problem type. 

Methods of dealing with customers are:

(i) Public multi media-method is the fastest method of resolving customer problems.

(ii) Meet with the customer directly and solve problem immediately for serial problem.

(iii) Solve problems by providing telephone number/toll free number.

(iv) Taking Customer feedback.

3. Notice the rules adopted for solving the problem of customers.

Ans: The way retailers should follow the six rules for handling customers’ problems in an organized manner are as follows:

(i) Have a Strategic Plan.

(ii) Train Sales or Front-Line Staff and Management in Problems Handling.

(iii) Provide Sufficient Priority and Authority for complaints handling.

(iv) Getting to the Root.

(v) Ensure to Process the Problems from all Sources.

(vi) Analyze the Problems and Share with Everyone.

4. Differentiate problem of customers with organized and unorganized retailers.

Ans: (i) Problems of Customers with Organized Retailers:

• Usually fewer, as services are systematic.
  
• Complaints are handled through proper channels (help desk, return policies).
  
• Prices and product quality are standardized.
  
• Customers face delays mainly due to formal procedures.
  

(ii) Problems of Customers with Unorganized Retailers:

• More frequent, as systems are informal.
  
• Complaints may be ignored or resolved casually.
  
• Prices and quality are not consistent.
  
• Customers often face issues like bargaining, lack of receipts, and no guarantee.

A. Fill in the Blanks:

1. The more urgent the _________________ more important the resolution. 

Ans: Problem.

2. If the complaint involves investigation that may take some time, keep the customer ______________ of step sales associates are taking to resolve their complaint. 

Ans: Informed.

3. Sales Associate should be conscious of the implications of a change of _____________, products or services for his/her organization. 

Ans: Policy.

4. To exchange with reassure customers, the first phase is to ______________ customer. 

Ans: Listen to.

5. Sales Associate should not get ,__________________ he/she should focus on his/her customer, be it over the phone or face to face. 

Ans: Divert.

6. Authority flows from _________________ . 

Ans: Responsibility.

7. For solving customer problem, it is necessary to work _______________ . 

Ans: Jointly.

8. Always make a ______________ deal with the customer. 

Ans: Fair.

B. Multiple Choice Questions:

1. Any retailer can impress customer and build customer ___________ by sorting out their problem.

(a) Brand loyalty.

(b) Loyalty. 

(c) Service loyalty. 

(d) All of the above.  

Ans: (d) All of the above.

2. Sales Associate are responsible for correcting follow up ___________ mistakes. 

(a) Delivery.

(b) Rectification of.

(c) Promotional. 

(d) None of the above.

Ans: (a) Delivery.

3. Sales associate are not responsible for complaints relating to ________________. 

(a) Replacement of damaged goods.

(b) Sending acknowledgement letter. 

(c) Specific product complaint.

(d) All of the above. 

Ans: (d) All of the above.

4. Understand the limit of own when sales associate need permission from other. 

(a) Responsibility.

(b) Rights. 

(c) Power.

(d) Authority.

Ans: (d) Authority.

5. The first in negotiating with customer is to them whether they are angry or calm. 

(a) Listen. 

(b) Appeal. 

(c) Respond. 

(d) All of the above. 

Ans: (a) Listen.

C. State Whether the Following Statement Are True or False:

1. Sometimes sales associate will not be able to meet a customer’s needs at all. 

Ans: True.

2. Sales associate should not give customer a periodic scale within which the difficulty will solve. 

Ans: False.

3. Sales associate should advise to check that customer is cheerful with the recommended actions as sales associate has committed. 

Ans: True.

4. Sales associate asks questions to clarify points and summarize the problem, so that the customer knows that concerned associate has listened and that he/she is eager and willing to help. 

Ans: True.

5. Sales associate should not maintain a balance between the desires of customer and the procedures and policies of the organization.

Ans: False.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. What do you mean by reassuring customer? 

Ans: If employee make the customer wait while on the mobile, it is better to ask the customer for permission before doing so, and acknowledge the customer while returning for waiting. This is assuring customers that associate gives value and respect them. The sales associates should tell customers that they recognize the problem, which they want to help them resolve it. They should further reassure the customers that something will be done to resolve their problem. In case, the retailer has proposed something he/ she could inform the customer and seek his/ her opinion if they are happy with that.

2. What complaints the sales associate is responsible for? 

Ans: Complaints where sales associates are responsible: Sometimes it happens those sales associates are responsible for the complaint made by the customer for example billing mistake, delivery mistake etc.

Complaints where sales associates are not responsible: Sometimes customers are filing complaint due to their own mistakes. In such situation, sales associates are dealing very patiently.

3. Why sales associate has to express sympathy with customer when complaints are lodged?

Ans: To express sympathy with them, if it is a serious anxiety. Empathize with them for all the problems that have occurred or they had to put up with sales associate. Sales associate should speak politely and should not be loud. Sales associates should speak to customers in an approach that makes them feel that the problem has been solved already.

4. Give two instances of resolving complaints. 

Ans: Two instances of resolving complaints are:

(i) Product Replacement: When a customer complains about a defective item, the retailer immediately replaces it with a new one after verification.

(ii) Refund or Discount: When a customer is overcharged or receives poor service, the retailer apologizes and provides a refund or offers a discount on the next purchase to satisfy the customer.

F. Long Answer Questions:

1. How the benefits of exchange by retailer will reassure customers? 

Ans: The benefits of exchange by retailer will reassure customers in the following way:

(i) If employee make the customer wait while on the mobile, it is better to ask the customer for permission before doing so, and acknowledge the customer while returning for waiting.

(ii) This is assuring customers that associate gives value and respect them.

(iii) The sales associates should tell customers that they recognize the problem, which they want to help them resolve it.

(iv) They should tell the customer clearly that their problem will be solved soon.

(v) If the retailer suggests a solution, they should inform the customer and ask if the customer is satisfied with it.

2. How can you identify that the customers’ problems are due to mistake of sales associate or from other sources? 

Ans: Complaints where sales associates are responsible: Sometimes it happens those sales associates are responsible for the complaint made by the customer for example billing mistake, delivery mistake etc.

Complaints where sales associates are not responsible: Sometimes customers are filing complaint due to their own mistakes. In such situation, sales associates are dealing very patiently.

3. Discuss how knowledge of organizational policy helps the sales associate working in that organization. 

Ans: Sales associates should be conscious of the implications of a change of policy, products or services for his/her organization. The sales associates should be familiar with the type of language that is used in their organization and with the communication channels which exist between departments. They should follow the organizational policy while handling customers complaints and should know the limit of own authority when permission is required from other.

4. Define steps of exchange and reassure customers. 

Ans: The steps of exchange and reassuring customers are as follows:

(i) Listen carefully to the customer and allow them to finish.

(ii) Empathize with the customer and express sympathy.

(iii) Apologize without blaming others and assure them that the issue will be resolved.

(iv) Give the customer different possible solutions and ask which one they prefer.

(v) If solving the complaint takes time, keep the customer updated about what is being done.

5. Discuss how to resolve customers’ complaints.

Ans: 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.

G. Check Your Performance:

1. Classify the complaints where sales associates are responsible and not responsible on the chart.

Ans: Complaints where sales associates are responsible: Sometimes it happens those sales associates are responsible for the complaint made by the customer for example billing mistake, delivery mistake etc.

Complaints where sales associates are not responsible: Sometimes customers are filing complaint due to their own mistakes. In such situation, sales associates are dealing very patiently.

2. Identify the products on the chart, which have customer’s problems and listed out. 

Ans: The customer needs to recognize what sales associate/ customer care executive is doing to settle the issue and acquire things back on track. Remember that some customers judge the quality of retailer’s customer service and way retailer solves customer’s problems.

Any retailer is able to satisfy customers and develop customer loyalty through sorting out their difficulties efficiently and effectively.

3. Demonstrate the steps to be taken to negotiate with customers and convince them to resolve the complaints with role-play. 

Ans: Steps Involved to Negotiate With Customers:

Customer service problems can be relatively frustrating customer, which puts force on the organization. While customers are working through this procedure, retailer’s duty is to reassure that the problem will be resolved and negotiate the possibilities of

the outcomes. While negotiate with customers one can maintain the steps by prepare/arrange the products as per their needs, guide/provide suitable information regarding the products, convince him/her with suitable selling techniques, bargain with the negotiating prices of the products and close the sale with customer satisfaction.

The ways of undertaking this are:

(i) To see customers, whether they are angry or calm. Let them speak their heart out and let them voice their concerns. Sales associates should not divert and should focus on the customer, be it over the phone or face to face. That itself will resolve half the problem.

(ii) To express sympathy with them, if it is a serious anxiety. Empathize with them for all the problems that have occurred or they had to put up with sales associate. Speak politely and not loud.

(iii) If employee make the customer wait while on the mobile, it is better to ask permission and acknowledge on return.

(iv) Ask questions to clarify points and summarize the problem.

(v) Tell customers that their problem is recognized and that it will be resolved; inform them of proposed solutions and seek their opinion.

(vi) Take note of all problems and record them on customer database for future reference.

(vii) Give customer a timescale within which the problem shall be resolved.

(viii) Keep the customer informed with each stage/progress.

(ix) Maintain professional language and pleasing body language.

(x) Be flexible and reply to all queries promptly.

(xi) Maintain a balance between the requirements of customer and the policies of the organization.

A. Fill in the Blanks:

1. The word of mouth recommendations by those customers, who got solutions from the company, bring new customers for_______________. 

Ans: Referrals.

2. The product’s features are now not compatible to other accessories, proposal to give them _______________ in coming back for extra feedback from them. 

Ans: Early access in arrival.

3. Growing a _______________ business depends on repeat customers. 

Ans: Successful.

4. The customer/service provider’s take time for discontinuity and asking its employee to ________________ his/her customer’s problems. 

Ans: Follow up.

B. Multiple Choice Questions:

1. _______________ refers to word of mouth recommendation by those customers who gets solution to their problems. 

(a) Retention.

(b) Reputation. 

(c) Referrals. 

(d) Loyalty.

Ans: (c) Referrals. 

2. ______________ is free social site. 

(a) Facebook.

(b) Email. 

(c) Telephone. 

(d) All of the above.

Ans: (a) Facebook.

3. ____________ remains a widget for gathering feedback on product sheets. 

(a) Kampyle.

(b) User voice. 

(c) Feedbackify. 

(d) None of the above. 

Ans: (a) Kampyle.

4. ______________ can be installed in retailer’s site where customer can offer suggestion.

(a) Userecho. 

(b) Suggestion box. 

(c) Feedbackify. 

(d) All of the above.

Ans: (d) All of the above.

5. The feedback helps to ____________ the customers. 

(a) Retain. 

(b) Loose. 

(c) Both a & b. 

(d) None of the above.  

Ans: (a) Retain. 

C. State Whether the Following Statement Are True or False:

1. 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 loyalty of customers towards retailer. 

Ans: True.

2. Retailers or service providers show that they really do not care about customers’ concern and create an experience. 

Ans: False.

3. The greatest time to conduct feedback on solving customers’ problems is when the familiarity is new in retailer customer’s minds. 

Ans: True.

D. Match the Columns:

Ans: 

E. Short Answer Question:

1. What are types of feedback?

Ans: Day by day developments in technology, increasing intensity of competition and the evolution of digital age etc., gave chances to third parties like software providers or social media builders to provide excellent tools. Now modern, well-managed, easy approachable and understandable to customers, cost effective and widely reached tools are available in the market. 

A few tools are as follows:

(i) Suggestion Box.  

(ii) Get Satisfaction.  

(iii) Kampyle.  

(iv) User Voice.  

(v) Feedbackify.  

(vi) User Echo.  

(vii) Facebook.

2. What is feedback?

Ans: The key to customers’ feedback on resolving their problems procedure is not just gathering the information, but gaining insight to use in their business and publish in various syndicate research agencies, stakeholders, media/public, industry report etc. They can get appreciations from stakeholders to build loyal customer and get trust and more customers from references.

3. What do you mean by referral?

Ans: The word of mouth recommendations by those customers, who got solutions from the company, bring new customers for Referrals.

4. What is Facebook? 

Ans: Facebook: It is free social site and can be used to receive feedback. Retailer/service provider status update is a great instrument to initiate a dialogue with its followers. In addition, through Facebook Developers stage, it can connect with Comment Box on its website, providing customers with an instant space to provide feedback. As customers need to lodge interested in a real Facebook version, they cannot stake anonymous content.

5. What is hard copy questionnaire? 

Ans: Use a Hard Copy Questionnaire: Depending on the kind of business retailer’s/service providers have, a hard copy questionnaire can be mailed to their customers to pursue resolving customers’ problems. Retailers/service providers should send an address written, stamped envelope to sort it easier for customers to coming back the survey for getting feedback.

6. What do you mean by loyalty of customer? 

Ans: They can get appreciations from stakeholders to build loyal customer and get trust and more customers from references.

F. Long Answer Question:

1. Explain why feedback on solving customer complaints is important. 

Ans: 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 loyalty of customers towards retailer. The greatest time to conduct feedback on solving customers’ problems is when the familiarity is new in retailer customer’s minds. Retailers may prepare a simple and short feedback form to send to customers by means of e-mail or link in retailer’s website.

2. Explain the various methods to solve customers’ problem. 

Ans: Retailers/service providers can use various methods to solve customers’ problems:

(i) Using a hard copy questionnaire mailed to customers with a stamped return envelope.

(ii) Conducting online surveys through e-mail or website links.

(iii) Providing suggestion boxes in retail stores for collecting customer complaints and ideas.

(iv) Taking feedback via social media platforms like Facebook and other web tools.

(v) Keeping customers informed about the steps taken to solve their complaints.

3. Discuss the various tools used in getting customer feedback. 

Ans: Day by day developments in technology, increasing intensity of competition and the evolution of the digital age etc., gave chances to third parties like software providers or social media builders to provide excellent tools. Now modern, well-managed, easy approachable and understandable to customers, cost effective and widely reached tools are available in the market. 

A few tools are as follows:

(i) Suggestion Box: Suggestion Box is a suggestion-putting box, which helps the management system. A Suggestion Box can be installed on retailer locations where customers can make suggestions for the retailer’s company without its consent.  

(ii) Get Satisfaction:  Get satisfaction shapes online communities that permit productive conversations among retail outlets and their consumers. Get satisfaction guides a focused atmosphere for retail outlets and customers to request questions, part ideas, report difficulties and give compliments. Again, it is not free service to the retailer/service provider.   

(iii) Kampyle: Kampyle stands for gathering feedback on product sheets, in product exploration fields and in clothes shopping carts. Kampyle offers utilities to customers and is useful to advise adaptation rates. It is also a paid service.   

(iv) User Voice: User Voice, a paid service, offers a forum for retailer’s customers to acquiesce and poll on feedback. Online comments allow users to deliberate and improve ideas, making it calm for people to stake and results prioritized.    

(v) Feedbackify: Feedbackify is a website widget to receive feedback from website visitors. Retailer/service provider can create its personalized form, copy and paste code into its site’s HTML then start receiving feedback. It is again a paid service. 

(vi) User Echo: User Echo a paid service is a response collecting widget to gather customer responses and thoughts. From site leaves via the widget, retail consumers access an opportunity to give feedback, vote and select the top ideas.  

(vii) Facebook: It is free social site and can be used to receive feedback. Retailer/service provider status update is a great instrument to initiate a dialogue with its followers. In addition, through Facebook Developers stage, it can connect with Comment Box on its website, providing customers with an instant space to provide feedback. As customers need to lodge interested in a real Facebook version, they cannot stake anonymous content. 

4. What action need to be taken when customer problem start coming into retailer? 

Ans: The customer/service provider takes time for discontinuity and asking its employee to follow up his/her customer’s problems. This helps to identify the problem area, resolve issues faster, and ensure customers that their concerns are valued and properly handled.

5. Discuss the benefit of getting feedback from customers.

Ans: The key to customers’ feedback on resolving their problems procedure is not just gathering the information, but gaining insight to use in their business and publish in various syndicate research agencies, stakeholders, media/public, industry report etc. They can get appreciations from stakeholders to build loyal customer and get trust and more customers from references.

D. Check Your Performance:

1. Demonstrate the process of collecting the customer’s feedback. 

Ans: The process of collecting feedback involves obtaining the views and suggestions of customers regarding the goods and services provided. Retailers may prepare a simple and short feedback form to send to customers by means of e-mail or link in retailer’s website. Feedback can also be collected personally, through telephone, or by providing suggestion boxes at store locations.

2. Operate the various tools used to collect the feedback in a given situation. 

Ans: Modern, well-managed, easy approachable and understandable to customers, cost-effective and widely reached tools are available in the market. A few tools are as follows–Suggestion Box, Get Satisfaction, Kampyle, User Voice, Feedbackify, User Echo, Facebook. These tools help to gather customers’ opinions, ideas and complaints for continuous improvement.

3. Prepare a chart on various methods for collecting feedback. 

Ans: Various methods for collecting feedback include:

(i) Hard copy questionnaire mailed to customers with a stamped return envelope.

(ii) Online surveys through e-mail or website links.

(iii) Suggestion boxes placed in retail stores.

(iv) Feedback via social media platforms like Facebook and Twitter.

(v) Direct interviews or phone calls with customers.

4. Trace out the benefit of feedback solving customer’s problems. 

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

(i) Referrals– Word-of-mouth recommendations bring new customers.

(ii) Repeat business– Satisfied customers wish to return.

(iii) Loyalty – Quick resolution increases loyalty.

(iv) Retention – Taking feedback retains customers.

(v) Reputation – Sharing positive experiences improves status.

(vi) Sales opportunities – Satisfied customers increase product sales.

5. Prepare a questionnaire on consumer’s feedback and apply for collecting feedback.

Ans: A questionnaire may contain open-ended and closed-ended questions such as:

(i) How satisfied are you with our product/service?

(ii) Would you recommend our store to others?

(iii) What improvement do you expect in future?

(iv) How was your overall shopping experience?

(v) Any suggestions to improve our service?

6. Develop report on the problems of customers. 

Ans: A report on customers’ problems should include:

(i) Nature of complaint.

(ii) Reasons of the complaint.

(iii) Actions taken by retailer/service provider.

(iv) Ask the customer for their feedback after the problem has been solved.

(v) Suggest ways to avoid such problems and improve services in the future.

Parimol

Hi! my Name is Parimal Roy. I have completed my Bachelor’s degree in Philosophy (B.A.) from Silapathar General College. Currently, I am working as an HR Manager at Dev Library. It is a website that provides study materials for students from Class 3 to 12, including SCERT and NCERT notes. It also offers resources for BA, B.Com, B.Sc, and Computer Science, along with postgraduate notes. Besides study materials, the website has novels, eBooks, health and finance articles, biographies, quotes, and more.