Class 12 Retail Chapter 2 Delivery of Reliable Service

Class 12 Retail Chapter 2 Delivery of Reliable Service 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 2 Delivery of Reliable Service Question Answer and select need one. Class 12 Retail Chapter 2 Delivery of Reliable Service Notes Download PDF. AHSEC Class 12 Elective Retail Trade Question Answer English Medium.

Class 12 Retail Chapter 2 Delivery of Reliable Service

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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 2 Delivery of Reliable Service Textbook Solutions English Medium for All Chapters, You can practice these here.

Delivery of Reliable Service

Chapter: 2

A. Fill in the Blanks:

1. Noble service delivery offers customers with a surge in ____________. 

Ans: Value.

2. Every company should ____________ in their customer service training. 

Ans: Incorporate.

3. Customer service providers are taught in what way to contact with ____________ customers. 

Ans: Unmanageable.

4. Consumers do not proceed with a purchase because of ____________ customer service. 

Ans: Poor.

5. ____________ means you are building faith that scores both ways. 

Ans: Connecting.

6. ____________ remains the set of superseding principles provides ethical values to customers. 

Ans: Culture.

B. Multiple Choice Questions:

1. Which one of these does not mean customer service. 

(a) Provide customer information.

(b) Provide after sales information.

(c) Storing customer information.

(d) All of the above.

Ans: (d) All of the above.

2. Customer service provide brilliant customer amenities outside and inside.

(a) Customers. 

(b) Vendor.

(c) Creditors. 

(d) None of the above.

Ans: (a) Customers. 

3. With the customer helping to establish rapport and begin a new relationship. 

(a) Interaction.

(b) Negotiating. 

(c) Connecting. 

(d) All of the above.

Ans: (c) Connecting. 

4. A good service culture is built on elements of principles. 

(a) Team level customer service. 

(b) Store service climate. 

(c) On the job skill. 

(d) None of the above.

Ans: (b) Store service climate. 

5. Service Quality include strategies, procedures and performance.

(a) Management.

(b) Information system. 

(c) Communication. 

(d) All of the above.

Ans: (a) Management.

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

1. Subsequently a deprived customer service experience, a dissatisfied customer to make his/her next purchase from a competitor. 

Ans: True.

2. Satisfied consumers will not solitarily become loyal customers. 

Ans: False.

3. A noble customer service department comprehends that a win-win condition is normally the greatest solution. 

Ans: True.

4. Employee Engagement includes strategies, procedures and performance management structures. 

Ans: False.

5. Customer Experience includes fundamentals of customer intelligence, financial management and incessant improvements. 

Ans: True.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. List out the various customer services.  

Ans: Features of customer services are explained below:

(i) Primary Focus.

(ii) Remain Pro(iii) Win-Win.fessional.

(iv) Finish Job.

2. What do you mean by win-win situation? 

Ans: The decent customer service department comprehends a win-win circumstances the top solution. The customer successes because he/she becomes what he/she considers as a reasonable solution and the company wins because it gets to retain some profit and retain a repeat customer.

3. What is the positive effect of customer service?

Ans: Positive Effect: If retailers provide the customer services, it will have the following positive effects on the customer:

(i) It provides exceptional customer services to external and internal customers.

(ii) Treating customers with respect, greeting them with enthusiasm and going above beyond to resolve any problems and issues can retain customers coming back.

(iii) Good customer service increases the profit of the organization.

4. What is service culture? 

Ans: Culture is set of overriding principles that provide ethical values to customers. A good service culture is built on elements of team level customer service and store service climate.

5. What do you mean by service quality?

Ans: Service quality includes strategies, procedures and performance management structures. It is the overall assessment of service by the customer that determines how well the service has met his or her expectations.

F. Long Answer Questions:

1. List out the various customer services. 

Ans: Features of customer services are explained below:

(i) Primary Focus: One of the primary characteristics of noble customer service says that customer is primary focus. When a customer appeals in, a noble customer service representative is taught to take the call immediately. A customer should not ever be put on grip to take an individual phone call and after a customer place on grip for business reasons, it must not stand for more than sixty seconds. Always apologize to customers subsequently putting them on grip and explain why sales associate did so.

(ii) Remain Professional: The polite customer service department understands how to remain peaceful and skilled at all times. Customer service associates taught how to transact with unmanageable customers and customer service supervisors recognize when to pace in and support in a situation.

(iii) Win-Win: The decent customer service department comprehends a win-win circumstances the top solution. The customer successes because he/she becomes what he/she considers as a reasonable solution and the company wins because it gets to retain some profit and retain a repeat customer.

(iv) Finish Job: One of the characteristics of moral customer service is continuously assuring that customer is satisfied and that the problem has been resolved without conditions.

2. What do you mean by win-win situation? 

Ans: Win-Win: The decent customer service department comprehends a win-win circumstances the top solution. The customer successes because he/she becomes what he/she considers as a reasonable solution and the company wins because it gets to retain some profit and retain a repeat customer.

3. What is the positive effect of customer service?

Ans: Positive Effect: If retailers provide the customer services, it will have the following positive effects on the customer:

(i) It provides exceptional customer services to external and internal customers.

(ii) Treating customers with respect, greeting them with enthusiasm and going above beyond to resolve any problems and issues can retain customers coming back.

(iii) Good customer service increases the profit of the organization.

4. What is service culture? 

Ans: Culture is set of overriding principles that provide ethical values to customers. A good service culture is built on elements of team level customer service and store service climate.

5. What do you mean by service quality?

Ans: Service quality includes strategies, procedures and performance management structures. It is the overall assessment of service by the customer that determines how well the service has met his or her expectations.

G. Check Your Performance:

1. Demonstrate the process of delivering customer service. 

Ans: The process of delivering customer service involves the following steps—

(i) Receiving the Customer: Greet the customer politely and make them feel welcome.

(ii) Understanding Needs: Listen carefully and identify what the customer wants or needs.

(iii) Providing Service: Offer the right product or service as per the customer’s requirement.

(iv) Handling Queries or Complaints: If any issue arises, respond politely and solve it quickly.

(v) Seeking Feedback: Ask the customer if they are satisfied with the service provided.

(vi) Building Relationship: Thank the customer and encourage them to visit again.

2. Prepare a quiz on impact of customer service and conduct it in the classroom. 

Ans: Students do it by yourself.

3. Spell out the procedure and systems for supplying customer service with graphical presentation.

Ans: Students do it by yourself.

A. Fill in the Blanks:

1. Service providers spend considerable time to _____________ customers. 

Ans: Satisfy.

2. Customer becomes _____________ when the company delays to meet their query. 

Ans: Frustrated.

3. Service is any _____________ transaction from buyer to seller in exchange for some consideration or no consideration. 

Ans: Intangible.

4. The real experience of customers with the product go beyond the anticipation, they are _____________ satisfied. 

Ans: Naturally.

5. Business can earn and maintain _____________ through many service providing methods. 

Ans: Reputation.

B. Multiple Choice Questions:

1. To maintain service levels following things need to focus. 

(a) Improve web self-service system. 

(b) Improve knowledge of customers regarding products and services. 

(c) Listen well. 

(d) All of the above.

Ans: (d) All of the above.

2. The reasons as to why customer feedback remains important in the retail organization are _____________ . 

(a) Support to improve a product/service.

(b) Offers the top technique.

(c) Use to ignore customer advocates. 

(d) Help to progress customer retention. 

Ans: (c) Use to ignore customer advocates.

3. Which is not the tip for Providing Excellent Customer Service delivery. 

(a) Comment boxes.

(b) Feedback Forms.

(c) Social Media. 

(d) All of the above. 

Ans: (d) All of the above. 

4. _____________ denotes to the entire perceived paybacks a customer imagines from a retail outlet product/service. 

(a) Respect customers. 

(b) Listen carelessly to customers. 

(c) Be responsive to customers. 

(d) Take regular feedback. 

Ans: (b) Listen carelessly to customers.

5. Following are few recommendations as to in what way to share customer feedback with others: 

(a) Online Reviews.

(b) Customer Meet. 

(c) The Notice Board. 

(d) All of the above.

Ans: (d) All of the above.

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

1. Customer feedback cannot support to improve a product/service. 

Ans: False.

2. Retailers learn from gathering feedback from existing customers and the prospective customers. 

Ans: True.

3. Many companies organize customer meet on annual or yearly basis, in which they focus on customer feedback. 

Ans: True.

4. Sharing customer feedback from preceding week could boost a team and end the meeting on high morale. 

Ans: True.

5. Social media cannot be used to share customer feedback. 

Ans: False.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. How to maintain service delivery? 

Ans: Every business needs to understand the importance of offering consistent service and make feel that a business is reliable and a long-term relationship can be set up. The main objective is to make customer satisfied. To maintain customer service information about the customer, standardized process of service, focus on training and unified customer experience is required. Retailers should have to maintain service delivery and handle it in various situations.

2. How to meet customer expectations? 

Ans: Expectations are the anticipated circumstance of a purchase. They comprise all phases of the customer passage, all interaction with the firm. If the definite experience falls below their expectation, they will be dissatisfied. Hence, the retailers have to strive hard to come up to the expectation of customers improvising goods and services. Service provider needs to encounter customer expectations. Customer satisfaction show their highest strategic priority. The customer experiences can be used as a competitive advantage to gain more business. The conversations with customers also help in investigation of their needs and expectations. Customer handling department in retail is the terminus for customers who take trouble to select the product they need. It would be meaningful to categorize customer’s feedback. It helps in identifying patterns and create expectations about the prospect that they will behave or approach in a convinced way.

3. What do you mean by customer feedback? 

Ans: Customer feedback is a procedure of finding the customer’s opinion about a business, product or service. Customer feedback is very important because it offers marketers and business proprietors with awareness that they can practice to progress their business, products/services and total customer familiarity.

4. Discuss the importance of customer feedback. 

Ans: Importance of Customers Feedback:

The top six reasons as to why customer feedback remains important in the retail organization are:

(i) It can support to improve a product/service.

(ii) It offers the top technique to measure customer gratification.

(iii) It provides actionable awareness to create an improved customer experience.

(iv) It can help to progress customer retention.

(v) It delivers touchable information that be able to use to create better business decisions.

(vi) It can use to recognize customer advocates.

5. What are the ways to getting customer feedback? 

Ans: Ways of Getting Customers Feedback:

Retailers learn from gathering feedback from existing customers and the prospective customers. This feedback is helpful for retailers to progress their customer services and formulate best strategies to keep their customers for longer period. 

Following are the ways to acquire customer feedback on service rendered:

(i) Response Cards.

(ii) Customer Surveys.

(iii) Talking to Customers.

(iv) Customer Incentives.

(v) Survey Organizations.

(vi) Comment boxes.

(vii) Call Customers Regularly.

(viii) Feedback Forms.

(ix) Social Media.

(x) Suggestion Boxes.

F. Long Answer Questions:

1. What are the ways to solve customer problems? 

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: It is the fastest method of resolving customer problems. It has reach of millions of people. Social media is using widely by the organization to resolve customer problems.

• Advantage: It is the easy and cheap method of communicating with the customers. They feel happy when they interact as a friendly manner with the service provider.

• Disadvantage: In the rural areas, there is no facility of internet. It is difficult to communicate with the customers due to poor internet facility. Some people do not know how to operate online multi media.

(ii) Meet with the customer directly and solve problem immediately for serial problem. For the serial complaint, it is necessary to meet customer directly. To keep trust on customers, it is essential to help them and show sincerity. If the customer already made complaint 2-3 times and the problem is not resolved, then it is better to meet him/her and inform how their problem can be resolved quickly. Take immediate actions by communicating problem to the management.

• Advantage: Customer develops faith towards organization. If customer is angry then he/she becomes cool down by looking service provider in front of him/her.

• Disadvantage: This serial problem must be minimized. It is time-consuming.

(iii) Solve problems by providing telephone number/toll free number. Many organizations are providing facility to ask anything about products and services on telephone. Customer can contact directly to ask anything about the organizational services.

• Advantage: Quick and easy method. Customers can ask anything about products and services of the organization.

• Disadvantage: This method is not useful to solve machinery repair complaints and not useful for delivery of services.

(iv) Taking Customer Feedback stands a marketing term that defines the process of procurement a customer’s opinion about a business, product or service. Customer feedback is so important because it provides sellers and business proprietors with insights to progress their business, products, services and complete customer experience.

2. How to improve reliability of service? 

Ans: Improving Reliability of Service:

Retailer must take action to improve the reliability of his/her service based on customer comments. Business can earn and maintain reputation through many service providing methods. 

To improve reliability of customer service it is necessary to implement following best practices of customer service:

(i) Two-way communication is required between retail staff and customers.

(ii) To understand customer, it is important to have effective communication skills.

(iii) There is need of two-way communication between service provider and customer so that both can understand each other.

(iv) Service providers need to communicate politely with the customer.

(v) Identify customers’ expectations to retain customer, it is necessary to manage customers’ expectations.

(vi) To understand the expectation of the customer it is necessary to take marketing survey regularly to find out their expectations.

(vii) Take feedback from the customers through methods.

3. What is the need of monitoring the actions taken for improvement of service? 

Ans: Monitor the action taken for Improvement of service: Once the retailer come to know about customer expectation through feedback. He / she must report to higher authority of retailer organization about customer expectations and suggest them some suggestions. Retailer take some actions and monitor the actions from time to time whether the action taken has improved the service given to customers.

4. How to communicate customer feedback?

Ans: After getting feedback from customer, it is the obligation of retail organization that customer feedback should be displayed or communicate to the others i.e., prospective customers, employees of different departments of the organization, manufacturer, dealer, wholesaler shareholders and rating agency too. 

Here are a few recommendations as to in what way to share customer feedback with others:

(i) Online Reviews: Online reviews by consumers who have experience to comment on the product/service deliver on its promises. Their online comments give feedback to the retailers. Now a day it is very popular way of communicating customer feedback through online.

(ii) Rating Agency: An organization that gives a rating to companies or other organizations through customer feedback.

(iii) Customer Meet: Many companies organize customer meet on annual or yearly basis, in which they focus on customer feedback.

(iv) The Notice Board: A simple, low-tech notice board is unique and effective way to part decent customer feedback. If a group or staff member is praised, a team leader might fill available customer compliment card, which will then have pinned to the notice board.

(v) Big Screen: Large retail outlets with plasma-screen televisions on customer service flooring may find them suitable such as a high-tech substitute to the feedback notification board.

(vi) Monday Morning Meetings: A brief assembly at the starting of week is a great approach to motivate the group and get everybody goes for work mode after the weekend. Sharing customer feedback from preceding week could boost a team and end the meeting on high morale.

(vii) Letter from Customer: Noble customer service at all levels should recognize throughout a company.

G. Check Your Performance:

1. Demonstrate the ways of getting customer feedback. 

Ans: Ways of Getting Customers Feedback:

Retailers learn from gathering feedback from existing customers and the prospective customers. This feedback is helpful for retailers to progress their customer services and formulate best strategies to keep their customers for longer period. 

Following are the ways to acquire customer feedback on service rendered:

(i) Response Cards.

(ii) Customer Surveys.

(iii) Talking to Customers.

(iv) Customer Incentives.

(v) Survey Organizations.

(vi) Comment boxes.

(vii) Call Customers Regularly.

(viii) Feedback Forms.

(ix) Social Media.

(x) Suggestion Boxes.

2. Spell out the method used for communicating customer’s feedback to others. 

Ans: After getting feedback from customer, it is the obligation of retail organization that customer feedback should be displayed or communicate to the others i.e., prospective customers, employees of different departments of the organization, manufacturer, dealer, wholesaler shareholders and rating agency too. 

Here are a few recommendations as to in what way to share customer feedback with others:

(i) Online Reviews: Online reviews by consumers who have experience to comment on the product/service deliver on its promises. Their online comments give feedback to the retailers. Now a day it is very popular way of communicating customer feedback through online.

(ii) Rating Agency: An organization that gives a rating to companies or other organizations through customer feedback.

(iii) Customer Meet: Many companies organize customer meet on annual or yearly basis, in which they focus on customer feedback.

(iv) The Notice Board: A simple, low-tech notice board is unique and effective way to part decent customer feedback. If a group or staff member is praised, a team leader might fill available customer compliment card, which will then have pinned to the notice board.

(v) Big Screen: Large retail outlets with plasma-screen televisions on customer service flooring may find them suitable such as a high-tech substitute to the feedback notification board.

(vi) Monday Morning Meetings: A brief assembly at the starting of week is a great approach to motivate the group and get everybody goes for work mode after the weekend. Sharing customer feedback from preceding week could boost a team and end the meeting on high morale.

(vii) Letter from Customer: Noble customer service at all levels should recognize throughout a company.

A. Fill in the Blanks:

1. Customer service is meeting the __________________ and __________________ also give a chance to gather customer information. 

Ans: Needs, enquiries.

2. __________________ can be used to gather and store customers’ information of any customer. 

Ans: Warranty cards.

3. _________________ also gives an opportunity to gather customer information. 

Ans: Enquiries.

4. Putting away and reclamation of information plays a main role in educating the _________________ of a company. 

Ans: Performance.

5. _________________ assistance with storage of data electronically and also benefits analysis, retrieval, distribution and managing data. 

Ans: Data warehouse. 

6. Many __________________ are storing customer service information manually. 

Ans: Small organizations.

B. Multiple Choice Questions:

1. Customer service refers to meeting the desires and wants of a __________________ . 

(a) Retailer.

(b) Wholesaler. 

(c) Customer. 

(d) All of the above.

Ans: (c) Customer.

2. Which one is not a characteristic of customer service information? 

(a) Promptness.

(b) Updating information.

(c) Accuracy.

(d) None of the above.

Ans: (d) None of the above.

3. __________________ give an opportunity to gather customer information over a ‘contact us’ form for general enquiries. 

(a) Warranty cards. 

(b) Feedback.

(c) Enquiries. 

(d) All of the above. 

Ans: (c) Enquiries. 

4. Retail organization can use a to gather customer information over a ‘contact us’ form for general enquiries. 

(a) Feedback.

(b) Warranty card.

(c) Website.

(d) None of the above.

Ans: (c) Website.

5. Retailers can use to gather and store customer information. 

(a) Warranty card.

(b) Enquiries.

(c) Feedback.

(d) All of the above.

Ans: (a) Warranty card.

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

1. Accurate records of customer service information are an important part of worthy customer service. 

Ans: True.

2. Customer complaints cannot use as a method to gather customer information. 

Ans: False.

3. Feedback cards can also be used to collect customer service information. 

Ans: True.

4. Data can be stored on Excel or similar spreadsheet software but cannot retrieve from it. 

Ans: False.

5. Retail organization can gather customer information by fulfilling a customer rewards package. 

Ans: True.

6. Through filling available pre-order form, customer makes promise to purchase a product then will frequently pre-pay for the situation.

Ans: True.

D. Match the Columns:

Ans: 

E. Short Answer Questions:

1. Analyze benefits of customer service information.

Ans: Customer service stays a continuous activity of taking attention of customer’s needs. It provides and delivers professional, helpful, high value service and helps past, present and upcoming of the customer’s necessities to meet. Thus, customer service information is storage of services provided through the organization to their customers and their feedback related to services provided through the retailer.

The benefits of customer service information are as follows:

(i) It helps to maintain the records of customers’ needs and services provided.

(ii) It provides assistance in analyzing the satisfaction level of customers.

(iii) It supports in improvement of service quality and efficiency.

(iv) It helps to identify loyal customers and build long-term relationships.

(v) It helps in developing marketing strategies and promotional activities.

(vi) It provides a base for decision making related to services improvement.

2. What are the characteristics of customer service information? 

Ans: Characteristics of customer service Information:

Customer service refers to meeting the desires and wants of any customer. Some of the characteristics of decent customer service information include the following:

(i) Promptness: Assurances for delivery of customer service information must happen on time. Hence, delays should be avoided while maintaining prompt customer service.

(ii) Updating Information: Customer service information must be regularly updated. Therefore, that information can be used properly as per the requirement and as per the situation.

(iii) Accuracy: All customers’ service information should be stored accurately. Otherwise, it will increase the cost of retail store in the future.

(iv) Personalization: Using the customer’s information is supportive in policy making and providing improved customer services.

(v) Confidentiality: While keeping customer information, it should keep confidential; otherwise, competitors can use company’s data for diverting the customers to their company and increase their sales.

3. What is warranty card? 

Ans: The retail organization sell its products/services providing with a warranty to the customers and retailers can use such warranty cards to gather and store customers’ data.

4. What is customer reward program?

Ans: Retail organizations can gather customer data by fulfilling a customer rewards package. For example, customer VIP club could require customers to give their details  they then receive 10 % of purchases over Rupees 1000.

5. What is order form?

Ans: Using order forms, customers order an exact product/service that retail outlet is incompetent to supply immediately then it is one way to gather customer information. If retail products with precise ‘release dates’, then it considers by means of pre-order forms to gather customer information. By filling available pre-order form, customer gives a commitment to purchase a product besides often pre-payment for it.

6. What is executive information system?

Ans: The computer centered information system in digital form is called as Executive Information System.

7. What is Datawarehouse? 

Ans: Data can be stored on Excel or similar spreadsheet software but cannot retrieve from it. Datawarehouse is a storage of electronic spreadsheet information for retrieving and supplying to the customers.

8. What is CRM software?

Ans: Customer information be able to use as an approach to gather customer information by CRM Software.

9. What do you mean by customer satisfaction survey?

Ans: To gather information on customer gratification, retailer use survey cards wherever customers rate their satisfaction level on the services of retailers. Request for the customer’s individual details which can be record behind the card.

10.What is customer service? 

Ans: Customer service stays a continuous activity of taking attention of customer’s needs. It provides and delivers professional, helpful, high value service and helps past, present and upcoming of the customer’s necessities to meet.

F. Long Answer Questions.

1. What are the characteristics of customer services?

Ans: A noble customer service department always strives to create a positive experience for the customer whenever the customer visits the store. The customer cannot always get the results he/she was looking for, but a noble customer service department can create the customer impression as if he/she is taken care.

There are several features of noble customer service that, every company should incorporate in their customer service training. 

Features of customer services are explained below:

(i) Primary Focus: One of the primary characteristics of noble customer service says that customer is primary focus. When a customer appeals in, a noble customer service representative is taught to take the call immediately. A customer should not ever be put on grip to take an individual phone call and after a customer place on grip for business reasons, it must not stand for more than sixty seconds. Always apologize to customers subsequently putting them on grip and explain why sales associate did so.

(ii) Remain Professional: The polite customer service department understands how to remain peaceful and skilled at all times. Customer service associates taught how to transact with unmanageable customers and customer service supervisors recognize when to pace in and support in a situation.

(iii) Win-Win: The decent customer service department comprehends a win-win circumstances the top solution. The customer successes because he/she becomes what he/she considers as a reasonable solution and the company wins because it gets to retain some profit and retain a repeat customer.

(iv) Finish Job: One of the characteristics of moral customer service is continuously assuring that customer is satisfied and that the problem has been resolved without conditions.

2. Discuss the outcome of customer services. 

Ans: The positive and negative effects of customer services influence directly the sales levels of the retail organizations, which are as under:

(i) Positive Effect: If retailers provide the customer services, it will have the following positive effects on the customer:

• It provides exceptional customer services to external and internal customers.

• Treating customers with respect, greeting them with enthusiasm and going above beyond to resolve any problems and issues can retain customers coming back.

• Good customer service increases the profit of the organization.

(ii) Negative Effect: If retailers provide ineffective customer services, it will have the following negative effect on the customers:

• Consumers do not proceed with purchase motive because of deprived customer service.

• Subsequently a deprived customer experience, a dissatisfied customer makes their subsequent purchase from a competitor.

• Customers can tell friends and relatives about deprived customer service rather than positive services.

3. What are the various structures for providing customer service?

Ans: Various structures for providing customer service:

(i) Centralised service desk: One dedicated counter/team (in store or at HQ) handles all queries and complaints.

(ii) Decentralised (departmental) service: Each section/store has its own staff to resolve customer issues on the spot.

(iii) Single-window/one-stop counter: One common counter handles all help requests—like billing, exchanges, warranties, and product information—in one place.

(iv) Contact centre model: Phone/email/chat support handled by an in-house call centre or outsourced BPO partner.

(v) Omnichannel service: Integrated support across store, phone, email, website, app, WhatsApp, and social media with a common CRM.

(vi) Self-service systems: FAQs/knowledge base, IVR, kiosks, order-tracking, chatbots, and return portals for quick DIY help.

(vi) After-sales & repair network: Dedicated service/returns desk, authorised service centres, AMC/warranty processing.

(viii) Field/onsite service: Technicians go to the customer’s place to install, show how to use, fix, or maintain the product.

(ix) Shared services centre (back office): A specialised team serving multiple stores/regions for uniform processes and cost efficiency.

(x) Priority/loyalty service tiers:  Special service lanes or dedicated staff are provided for important or premium customers to give them faster help.

4. Explain the procedure of delivering customer services. 

Ans: Procedure for delivering customer service: Every organization must consistently deliver what their customers want from them. For delivering reliable customer service, retail organization must follow proper systems and maintain communication between retailer and customer. Service provider should identify the areas of customer satisfaction or dissatisfaction about the product or services, communicate the feedback to employees, and adopt a specific procedure for recording, storing and retrieving customer service information. Reliable service builds customer loyalty and improves organizational reputation.

G. Check Your Performance:

1. Demonstrate the recording of customer service information.

Ans: Recording of customer service information:

Accurate records of customer service information are an important part of worthy customer service. 

All retail organizations keep records of dealings with their customers confidentially. Retail outlets records customer service information like how top customer services and help to safeguard that the organization runs smoothly. Most of the records are kept electronically on a database.

When gathering customer information, it is vital to identify and to detect what customers are purchasing, why they are purchasing and how frequently they are purchasing. Concentrate on any probable customers who have finished enquiries about goods/services. Entirely the customers’ feedback is recorded in customer feedback form. It is complete by electronic means and confirms that information logged is sent to suitable department immediately and take receipt. 

• Recorded feedback is taking place in Customer Feedback Form. 

• Find out if response received is a recognized complaint, If yes, preserve an eye on the process for customer grievances. 

• Send responses to the proper department. 

2. Demonstrate the storing of customer service information. 

Ans: Storing customer service information:

Every retail organization must store data carefully then in accordance with privacy regulations. Recollect that customer data is confidential and essential to store secretly. 

Generate a plan as to in what way customer data is to be kept and correspond will all the staff members. Collected customer data can be store an electronic spreadsheet. The retail organization has more detailed data; customer relationship managers (CRM) databank can be more suitable.

A CRM can help retail manager to study customer information to find buying trends and recognize best customers. The foremost purpose of storing customer service data is for calm retrieval in future whenever it is essential. It is similarly part of a retail business preparation.

Depending on the classification of data, it can be kept in either fire-resistant filing cabinet for hard prints/hard disks/extra electronic storing maneuvers for soft information.  

3. Record the customer service information for retrieving and supplying to the customers.

Ans: Recording of customer service Information: Accurate records of customer service information are an important part of worthy customer service.

All retail organizations keep records of dealings with their customers confidentially. Retail outlets records customer service information like how top customer services and help to safeguard that the organization runs smoothly. Most of the records are kept electronically on a database.

When gathering customer information, it is vital to identify and to detect what customers are purchasing, why they are purchasing and how frequently they are purchasing. Concentrate on any probable customers who have finished enquiries about goods/services. Entirely the customers’ feedback is recorded in customer feedback form. It is complete by electronic means and confirms that information logged is sent to suitable department immediately and take receipt.

• Recorded feedback is taking place in Customer Feedback Form.

• Find out if response received is a recognized complaint, If yes, preserve an eye on the process for customer grievances.

• Send responses to the proper department.

Storing customer service Information:

Every retail organization must store data carefully then in accordance with privacy regulations. Recollect that customer data is confidential and essential to store secretly. Generate a plan as to in what way customer data is to be kept and correspond will all the staff members. Collected customer data can be store an electronic spreadsheet. The retail organization has more detailed data; customer relationship managers (CRM) databank can be more suitable.

A CRM can help retail manager to study customer information to find buying trends and recognize best customers. The foremost purpose of storing customer service data is for calm retrieval in future whenever it is essential. It is similarly part of a retail business preparation. Depending on the classification of data, it can be kept in either fire-resistant filing cabinet for hard prints/hard disks/extra electronic storing maneuvers for soft information.

Retrieving customer service Information: Storage and retrieval of information plays a main role for successful performance of retail outlet and it can occur either offline or electronic mode and in several formats. Retrieving relevant customer data online is very important.

Supplying customer service Information: Customer service data might be saved for supply for marketing purposes, communications, monitoring purpose; surveys and other study that retail organization or retail business might conduct. Information can be retrieved in situations where information needs to be shared with partner retail organizations and with the policy or Inland Revenue

4. Identified the retrieving and suffering of customer information system.

Ans: Retrieving customer service Information: Storage and retrieval of information plays a main role for successful performance of retail outlet and it can occur either offline or electronic mode and in several formats. Retrieving relevant customer data online is very important.

Supplying customer service Information: Customer service data might be saved for supply for marketing purposes, communications, monitoring purpose; surveys and other study that retail organization or retail business might conduct. Information can be retrieved in situations where information needs to be shared with partner retail organizations and with the policy or Inland Revenue

5. Trace out the various methods adopted by retailer for collecting customer information system. Prepare a chart. 

Ans: Students do it by yourself.

A. Fill in the Blanks:

1. ____________ for storage of data means storing of customer data as per the guidelines are mentions by laws.  

Ans: Legal requirement.

2. The ____________ of India do not patently funding the fundamental right to privacy. 

Ans: Constitution.

3. Companies cannot ____________ the customer data to other organization. 

Ans: Sell.

4. The retail store must seek ____________ consent from the customer. 

Ans: Written.

5. Reasonable security ____________ and designed to safeguard customer information from illegal access, damage, usage, modification, exposer or impairment.

Ans: Practices.

B. Multiple Choice Questions:

1. ____________ denotes to set of privacy regulations, policies and process for storing customer information. 

(a) Information centric. 

(b) Storage of data. 

(c) Information technology. 

(d) All of the above.

Ans: (b) Storage of data.

2. Companies cannot sell the customer data to other:

(a) Organization. 

(b) Government. 

(c) Local bodies. 

(d) None of the above.

Ans: (a) Organization.

3. Disclosure of customer evidence to a third event requires preceding written accord of the:

(a) Company. 

(b) Customer. 

(c) Government. 

(d) All of the above. 

Ans: (b) Customer.

4. Payment facilities the transfer as data between a payment gateway and the retail store. 

(a) Process. 

(b) Gateways.

(c) Both a & b. 

(d) None of the above. 

Ans: (b) Gateways.

5. Information should also be protected. 

(a) Computer. 

(b) Well. 

(c) Password. 

(d) All of the above.

Ans: (c) Password. 

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

1. Modern world is information-centric. 

Ans: True.

2. Legal requirement is not necessary to secure customer data. 

Ans: False.

3. Data Protection helps to protect customer from malfunctions.

Ans: True.

4. India presently has much expressed legislature governing information protection or privacy. 

Ans: False.

5. Disclosure of customer evidence to a third event requires preceding written agreement of the customer. 

Ans: True.

D. Match the Columns:

Ans: 

E. Short Answer Questions:

1. What do you mean by legal storage of data?

Ans: Legal storage of data refers to storing customer and business data in compliance with applicable laws, organizational policies, and data-protection regulations so that the data remains safe, confidential, and accessible only for authorized purposes.

2. What is the guideline for storage of data? 

Ans: Guidelines for storage of data include maintaining confidentiality, ensuring accuracy, keeping records only for the required period, protecting data from unauthorized access, and following all legal requirements under information-technology and privacy laws.

3. What are the precautions for storing the data? 

Ans: Precautions for storing data include using strong passwords, keeping backup copies, limiting access to authorized personnel, encrypting sensitive files, and updating antivirus and firewall protections to avoid data loss or misuse.

4. What is payment gateway? 

Ans: A payment gateway is an online service that authorizes and processes payments for e-businesses, online retailers, and traditional brick-and-mortar stores.It locks important information like credit card details so that buying and selling online stay safe.

5. What is private policy? 

Ans: Privacy policy is a legal document or statement that discloses how an organization collects, uses, stores, and protects users’ personal information. It tells customers what rights they have over their data and clearly explains how their personal information is used.

F. Long Answer Questions:

1. What are the legal requirements for storing of data? 

Ans: India presently has little expressed legislature governing information protection or privacy. However, applicable laws in India deals with information safety are the Information Technology Act, 2000 and the (Indian) Contract Act, 1872.

The (Indian) Information Technology Act, 2000 deals through the problems connecting to expense of compensation (Civil) and punishment (Criminal) in circumstance of wrongful expose and misuse of individual data and defilement of contractual relationships in admiration of personal data. 

2. Discuss various legal aspects of storage of data.

Ans: Reasonable Security Practices: Retail organizations have to comply with ‘reasonable security practices and procedures’ designed to safeguard customer information from illegal access, damage, usage, modification, exposer or impairment.

Payment Gateways: Payment gateways facilitate the transmission of data between payment portal (like website, mobile phone, etc.) and the retail store. Since the payment gateway users will be authorizing payment contacts on the root of data provided through the customer (Credit card number, CVV number, debit card number, date of expiry, etc.), they would need to have in place mechanisms to ensure data security protection as per the Rules.

Sharing of Information with Third Parties: Throughout the conduct of retail activities, retail organizations share customer data with third parties, requiring compliance with the transfer and disclosure provisions stated in the Rules.

3. Explain the importance of legal aspects for storage of data in retail. 

Ans: It is most important to store data accurately and use customer data at the period of developing policies, decision making or at the period of new product expansion or for new product launching. 

Following is the importance of storage of customer data:

(i) Personal data can be fairly obtained and processed.

(ii) Data can be stored for one or further stated and explicit lawful purposes.

(iii) Process it for the dedications for which it was given initially.

(iv) Storage of data enables personal data safe and secure.

(v) Ensure that data is accurate, complete and up-to-date.

(vi) Guarantee that it is acceptable, relevant and moderate.

(vi) Retain it for a required period or for the specified purpose.

(viii) Provide a copy of the personal information to any individual, on request.

4. Describe the law for storage of data in retail marketing. 

Ans: The Information Technology Act, 2000 and the (Indian) Contract Act, 1872 are the main laws that govern the protection, processing, and misuse of customer data in retail marketing. The IT Act deals with civil and criminal liabilities in case of wrongful disclosure, hacking, or misuse of data. Retailers are required to comply with reasonable security practices and ensure customer consent before data collection, usage, and transfer.

G. Check your Performance:

1. Prepare a chart on the importance of storage of data. 

Ans: Students do it by yourself.

2. Demonstrate legal requirements for storage of information.  

Ans: India presently has little expressed legislature governing information protection or privacy. However, applicable laws in India deals with information safety are the Information Technology Act, 2000 and the (Indian) Contract Act, 1872.

The (Indian) Information Technology Act, 2000 deals through the problems connecting to expense of compensation (Civil) and punishment (Criminal) in circumstance of wrongful expose and misuse of individual data and defilement of contractual relationships in admiration of personal data. 

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.