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

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

SESSION 1: PROCEDURE AND SYSTEMS FOR DELIVERING CUSTOMER SERVICE

Check Your Progress

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:

Column A	Column B
(1) Treating customer with respect	(A) Negative effect of customer service
(2) Customer do not proceed with purchase	(B) Customer experience
(3) Phone, email, letter follow up action	(C) Principle
(4) Culture is set of overriding	(D) Follow up action
(5) Customer intelligence is related to	(E) Positive effect of customer service

Ans:

Column A	Column B
(1) Treating customer with respect	(E) Positive effect of customer service
(2) Customer do not proceed with purchase	(A) Negative effect of customer service
(3) Phone, email, letter follow up action	(D) Follow up action
(4) Culture is set of overriding	(C) Principle
(5) Customer intelligence is related to	(B) Customer experience

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.

SESSION 2: REVIEW AND MAINTAIN CUSTOMER SERVICE DELIVERY

Check Your Progress

SESSION 3: RECORDING OF CUSTOMER SERVICE INFORMATION

Check Your Progress

SESSION 4: LEGAL REQUIREMENTS FOR STORAGE OF DATA

Check Your Progress