Class 12 Retail Chapter 4 Continuous Improvement In Service

Class 12 Retail Chapter 4 Continuous Improvement In 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 4 Continuous Improvement In Service Question Answer and select need one. Class 12 Retail Chapter 4 Continuous Improvement In Service Notes Download PDF. AHSEC Class 12 Elective Retail Trade Question Answer English Medium.

Class 12 Retail Chapter 4 Continuous Improvement In 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 4 Continuous Improvement In Service Textbook Solutions English Medium for All Chapters, You can practice these here.

Continuous Improvement In Service

Chapter: 4

SESSION 1: IMPROVEMENT IN CUSTOMER SERVICE

Check Your Progress

A. Fill in the Blanks:

1. The information given by the retailers to the wholesalers will help them to produce the ________ based on the customer satisfaction. 

Ans: Products.

2. Sometimes retailers make __________ payment for the properties to be received meanwhile the wholesalers. 

Ans: Advance.

3. Deprived of the facilities of retailers a fresh ____________ cannot introduce in market provided to him because of the wholesalers. 

Ans: Product.

4. The retailers bring together variety of products from wholesaler, which can place at ____________ of the buyers and deliver them a ____________ of choice.   

Ans: Doorstep, convenience.

5. They extend _______ facility to the consumers and try to give them maximum satisfaction.

Ans: Personalize.

6. Reliability denoted as the aptitude to accomplish the essential ___________ to customers dependably and _________ as promised to deliver.

Ans: Service, accurately.

7. Assurance is called as the ____________ and good manners or courtesy shown by service staff. 

Ans: Knowledge.

8. ____________ means physical amenities, equipment and appearance of service staff and management team.

Ans: Tangibility.

9. Sympathy is known as the aptitude to yield maintenance of ___________ attention individually in providing service to and understanding customer expectations better than competitors.

Ans: Customer’s.

10. _______ is the interests shown in providing quick service to customers when required. 

Ans: Responsiveness. 

B. Multiple Choice Questions:

1. “Dealing with the problems encountered in the product sold to the customer” is the defined in which of the quality. 

(a) Assurance.

(b) Tangibility. 

(c) Reliability. 

(d) All the above.

Ans: (c) Reliability.

2. Which is the quality that is called as the ability of staff to have needed knowledge to perform the service with trust and confidence. 

(a) Assurance. 

(b) Tangibility. 

(c) Reliability. 

(d) None of the above.

Ans: (a) Assurance. 

3. Which is the quality that is defined as having sufficient resources needed for providing the service to customers. 

(a) Tangibility. 

(b) Empathy. 

(c) Responsiveness. 

(d) All the above.

Ans: (a) Tangibility.

4. “These arrangements often include office equipment, Internet access and receptionist services.” In which heading does this common cost defined? 

(a) Equipment, maintenance and upgrades. 

(b) Communication/Electronic Media. 

(c) Manpower.

(d) None of the above.

Ans: (b) Communication/Electronic Media.

5. “The maintenance and upgrade of the service equipment is also very vital to happen the necessities of the customers. “In which heading does this common cost defined? 

(a) Equipment, maintenance and upgrades.

(b) Communication/Electronic Media. 

(c) Manpower.

(d) All the above.

Ans: (a) Equipment, maintenance and upgrades.

C. State whether the following statements are True or False:

1. Customer service refers to providing service and assistance during and after customer requirement is met. 

Ans: True.

2. The retailer helps the wholesalers to sell properties in large quantities. 

Ans: False.

3. The retailer offers credit facilities to consumer when they need.

Ans: True.

4. Reliability is the aptitude to accomplish the essential service regularly and accurately as promised to deliver to the customer. 

Ans: True.

5. Tangibility means physical amenities, equipment and appearance of service staff and management staff.  

Ans: True.

D. Match the Columns:

Column A	Column B
(1) The staff involved in providing service to the customers is the important	(A) Responsiveness
(2) Admit mistake before the customer	(B) Electronic media
(3) The five traits of service excellence are reliability assurance, tangibility empathy and	(C) Cost element
(4) The retailers must ensure the availability of	(D) Consumer
(5) The retailers store variety of goods and put them at the doorsteps of	(E) Identify

Ans: 

Column A	Column B
(1) The staff involved in providing service to the customers is the important	(C) Cost element
(2) Admit mistake before the customer	(E) Identify
(3) The five traits of service excellence are reliability assurance, tangibility empathy and	(A) Responsiveness
(4) The retailers must ensure the availability of	(B) Electronic media
(5) The retailers store variety of goods and put them at the doorsteps of	(D) Consumer

E. Short Answer Questions:

1. What do you mean by customer service?

Ans: Customer service refers to the act of taking care of customer needs by giving professional helpful, high quality services and assistance during and after the customer requirement are met.

2. What service provided by retailer to wholesaler?

Ans: Retailer provides information on customer needs and wants to wholesaler. This information pass to manufacturers to help them to produce the products based on the customer needs. The retailers furnish the information with respect to tastes, preference, fashions and difficulties of the customers to the wholesalers.

(i) Reach all the Customers: Retailers help the wholesalers to sell products/services in lesser quantities and reach all the customers in different locations.

(ii) Advance Orders: As the retailers understand the taste of consumers and demand of the products, they order the products in advance. This facilitates wholesalers in planning the procurements from the manufacturers.

(iii) Advance Payment: Sometimes retailers pay money in advance to buy products from wholesalers, which helps wholesalers run their business.

(iv) Sale of New Product: When producers make a new product, wholesalers sell it to customers with the help of retailers.

3. What is a relation among reliability and customer service? 

Ans: Dependability is the aptitude to accomplish the essential service consistently and accurately as promised to deliver to the customers. It is dealing with the problems, performing the service right at the first time and maintaining the promises made to the customers.

4. What do you mean by demonstration of right skills? 

Ans: Demonstration of right skills refers to the capability of the employee to apply his or her knowledge, experience and ability in performing customer service duties effectively and efficiently to meet the customer satisfaction.

5. State how to improve interaction with customer? 

Ans: To improve interaction with customer, the retailer should communicate effectively, listen carefully to their needs, handle their queries politely, maintain good body language, and provide accurate product information. Proper training, patience and empathy help to strengthen customer relationships.

F. Long Answer Questions:

1. Define customer service and explain the various kinds of retail service. 

Ans: Customer service refers to the act of taking care of customer needs by giving professional helpful, high quality services and assistance during and after the customer requirement are met.

Customer service includes pre-sale and post-sale service which depends upon the kind of retailing, the merchandise handled and customer demands. 

The retail services can be classified as follows:

(i) Pre-Sale Service: The pre-sale service includes all activities before the sale of goods or services. These services may include display of merchandise, providing information about the product, providing samples or demonstration, attending to customer enquiries and helping them in selection of product, etc.

(ii) Sale Service: These are the services given while selling goods, such as packing, billing, payment options, gift wrapping, delivery, and discounts.

(iii) After Sale Service: These are the services provided after selling goods, like installation, repair, exchange, return, replacement, handling complaints, and follow-up to keep customers satisfied.

2. Explain the effects of customer service delivered by the retailer. 

Ans: Customer service has direct impact on the performance and goodwill of the retailer.

Its effects can be studied under the following heads:

(i) Positive Effects:

• 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 Effects:

• Poor customer service stops people from buying products.

• Unhappy customers may choose another shop next time.

• They may also tell friends and family about the bad service instead of the good one.

3. Explain the pre requisites for providing customer service. 

Ans: For providing good customer service, the following prerequisites are necessary:

(i) Reliability: Dependability is the aptitude to accomplish the essential service consistently and accurately as promised to deliver to the customers. It is dealing with the problems, performing the service right at the first time and maintaining the promises made to the customers.

(ii) Responsiveness: It is the desire or willingness to help customers and provide prompt service. It is also called readiness to serve the customers and to provide timely services.

(iii) Competence: It means possession of the required skills and knowledge to perform the service.

(iv) Courtesy: It includes politeness, respect, consideration and friendliness of contact personnel.

(v) Communication: It means keeping customers informed in a language they can understand and listening to them.

(vi) Credibility: It means being honest, trustworthy, and reliable while giving service.

(vii) Security: It means keeping customers safe from any risk, danger, or worry.

(viii) Understanding: It means trying to know the customers well and caring about what they need.

4. Discuss the reason for gap between retailer’s service and customer expectation. 

Ans: There are several reasons for the gap between retailer’s service and customer expectation, which are as follows:

(i) Poor Communication: If the retailer fails to communicate properly with the customers, it may create misunderstanding leading to gap between actual service and customer expectation.

(ii) Improper Training: When salespersons are not properly trained, they are unable to deliver the promised services.

(iii) Lack of Coordination: Lack of coordination among sales staff results in poor service.

(iv) Over Promising: If retailer promises more than what can be delivered, it leads to dissatisfaction and gap between expectation and reality.

(v) Unclear Policies: When there are no clear rules for handling complaints, returns, or exchanges, it creates confusion and poor service.

(vi) Failure to Understand Customer Needs: When retailers don’t know what customers want or like, they fail to satisfy them properly.

5. Narrate the improvement in service quality offered by retailer to consumer.

Ans: In order to improve service quality, retailer should take following steps:

(i) Retailer should make an effort to understand customer needs and expectations.

(ii) They should train sales staff to handle customers effectively and courteously.

(iii) Develop a feedback system to collect customer opinions regularly.

(iv) Implement modern technologies like POS systems and CRM to enhance service delivery.

(v) Improve coordination among departments for smooth operations.

(vi) Solve customer complaints quickly and keep products always available.

(vii) Give special and personal attention to regular customers.

(viii) Check service quality often and improve it when needed.

G. Check Your Performance:

1. Draw a chart containing types of retail services and their  impact.

Ans: Students do it by yourself.

2. Spell out the general costs incurred in providing service and regulatory needs in given situation.

Ans: The common costs incurred while providing services generally include manpower, equipment, maintenance and upgrades, and communication or electronic media.

(i) Manpower: The staff involved in providing service to customers is an important cost element. Salaries, training, incentives, and uniforms of sales associates are part of this cost.

(ii) Equipment, Maintenance and Upgrades: The maintenance and upgrade of the service equipment is vital to meet the necessities of customers. This covers computers, billing machines, office equipment, and furniture.

(iii) Communication/Electronic Media: Retailers need things like phones, internet, and office help to stay in touch with customers.

(iv) Regulatory Needs: Retailers must follow laws like shop registration, GST, fire safety, consumer rights, and worker rules to run legally.

3. Demonstrate the service improvements in retail stores/malls. 

Ans: Service distribution is an element of business that describes the contact between sellers and customers. The provider proposes a service, which is an assignment, and the customer either finds to worth as an outcome. Respectable service distribution provides customers with an upsurge in value. Service delivery can be found in different professions and organizational structures, such as medical, banking, IT companies, retail sector etc.

(i) Implementation of Authorised Changes: The aim of change management system is to safeguard consistent approaches and procedures for competent and quick handling of all variations, in order to reduce the impression of change-related events upon service eminence and progress in everyday operations of the organization.

(ii) Implement the Changes as per Organizational Guidelines: Improving an organization is not easy because changes affect the employees. Losing workers costs money and time to hire new ones. A good change plan helps make the process smooth and guides employees through the change.

SESSION 2: MECHANISM FOR IMPLEMENTATION OF CHANGES

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SESSION 3: PROMOTE CONTINUOUS IMPROVEMENT

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SESSION 4: IMPROVING CHANGES IN SERVICE COUNTER

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