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

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

Continuous Improvement In Service

Chapter: 4

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:

Ans: 

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.

A. Fill in the Blanks:

1. Service distribution is an element of business that describes the communication between _____________ and_____________. 

Ans: Providers, customers.

2. ____________ persons are organized, loyal, accountable and hardworking. 

Ans: Conscientiousness.

3. ____________ people are sociable, fluent and active.

Ans: Extraverted.

4. The individuals are usually high-energy while they work together with others ____________. 

Ans: Customers.

5. The coolest approach for a retail organization to progress customer facility perform is by provided that a climate for ____________. 

Ans: Service.

6. __________ independency is degree toward which a member of staff can inspiration results at work was linked to advanced customer service performance. 

Ans: Perceived Independency.

7. People with greater cognitive ____________ will learn earlier, absorb further information and simplify knowledge more excellently. 

Ans: Abilities.

8. Training is expected to increase the employee’s skills, which tend to offer better _____________. 

Ans: Service.

9. Retail stores service climate has been established to impact ___________ and _____________. 

Ans: Service quality, customer satisfaction.

10. Customer loyalty can simply measure as result of maintaining a record of customer procurements in a ____________. 

Ans: System.

11. ____________ represents the prospect that a customer resolves reappearance and will commend the establishment. 

Ans: Customer loyalty.

B. Multiple Choice Questions:

1. In which Performance meter the keeping of records of customer procurements in system can easily measure. 

(a) Customer loyalty.

(b) Customer Satisfaction.

(c) Team Level customer service.

(d) All the above.

Ans: (a) Customer loyalty.

2. Under which heading of the performance is a meter influenced by individual customer service performance.

(a) Customer loyalty.

(b) Customer Satisfaction.

(c) Team Level customer service.

(d) None of the above.

Ans: (c) Team Level customer service.

3. In which performance meter workers understand that higher customer facility is anticipated, rewarded and predictable. 

(a) Local competition. 

(b) Store service climate. 

(c) Customer Satisfaction. 

(d) None of the above.

Ans: (b) Store service climate.

4. In which performance meter extra knowledgeable employees are healthy equipped for their occupation. 

(a) Team Level customer service. 

(b) Store service climate.

(c) On the job experience. 

(d) All the above. 

Ans: (c) On the job experience. 

5. People with in which performance meter will examine faster absorb extra records and simplify understanding extra professionally. 

(a) Extraversion. 

(b) Conscientiousness. 

(c) Cognitive Abilities.

(d) None of the above.

Ans: (c) Cognitive Abilities.

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

1. Extraverts have a higher desire to excel. 

Ans: True.

2. Extraverted individuals have lower (individual) customer service presentation in comparison to recluses. 

Ans: False.

3. Conscientiousness is also related to superior job performance in general.

Ans: True.

4. Employees with advanced cognitive aptitude (frequently measured in IQ) incline to offer improved customer service.

Ans: True.

5. When local race is severe, establishments thrust their service level advanced to compete excellently. 

Ans: True.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. Define service delivery. 

Ans: Service delivery is the interaction among providers and customers where the provider offers a service and the customer gains value as a result.

2. What is conscientiousness? 

Ans: Conscientiousness people are organized, loyal, accountable and hardworking. They strive for achievements and perform better in their jobs.

3. What is extraversion? 

Ans: Extraversion people are sociable, talkative, fluent and active. They are high-energy individuals who enjoy working with others.

4. What is organization climate?

Ans: Organization climate refers to the shared perception of employees about their work environment, policies, and practices that affect their motivation and performance.

5. What is perceived independency?

Ans: Perceived independency is the degree toward which a member of staff can influence results at work, and it is linked to advanced customer service performance.

6. What are the cognitive abilities? 

Ans: People with greater cognitive abilities will learn earlier, absorb further information and simplify knowledge more excellently.

7. What is on the job training? 

Ans: On the job training means learning by doing the job while actually performing the work under supervision of experienced employees.

8. What is meant by store service climate?

Ans: Store service climate is the overall perception of employees that higher customer facility is anticipated, rewarded and predictable within the retail organization.

9. What do you mean by employee training?

Ans: Employee training refers to a process of increasing the knowledge, skills and ability of an employee to perform specific job-related tasks effectively.

F. Long Answer Question:

1. What is service delivery and explain the factors influencing the service delivery customer. 

Ans: Service delivery is the interaction among providers and customers where the provider offers a service and the customer gains value as a result.

Factors Influencing Service Delivery:

(i) Employee Personality: Retail service delivery depends largely on employees who have positive attitude and good interpersonal skills. Friendly, helpful and knowledgeable employees enhance service experience of customers.

(ii) Cognitive Abilities: People with greater cognitive abilities will learn earlier, absorb further information and simplify knowledge more excellently.

(iii) Perceived Independency: It is the degree toward which a member of staff can influence results at work, and it is linked to advanced customer service performance.

(iv) Conscientiousness: Conscientiousness people are organized, loyal, accountable and hard-working. They strive for achievements and perform better in their jobs.

(v) Extraversion: Extraversion people are sociable, talkative, fluent and active. They are high-energy individuals who enjoy working with others.

(vi) Organizational Climate: Organization climate refers to the shared perception of employees about their work environment, policies and practices that affect their motivation and performance.

(vii) Store Service Climate: It means employees believe that giving good customer service is expected, appreciated, and rewarded in the shop.

(viii) Training and Development: It helps employees learn the skills and knowledge needed to give better service to customers.

(ix) On-the-Job Training: It means learning by doing the actual work under the guidance of experienced staff.

2. Discuss the customer service parameters.

Ans: The following parameters are used to measure and evaluate customer service in retailing:

(i) Tangibility: Tangibility refers to the physical appearance of facilities, equipment, personnel and communication materials.

(ii) Reliability: It is the ability to perform the promised service dependably and accurately.

(iii) Responsiveness: It means willingness to help customers and provide prompt service.

(iv) Assurance: It means the knowledge and courtesy of employees and their ability to convey trust and confidence.

(v) Empathy: It means providing caring and individualized attention to customers.

(vi) Customer Feedback: It means what customers say about the service they received. Their opinions help improve the service.

(vii) Customer Satisfaction: It shows how happy customers are when the product or service meets or goes beyond their expectations.

(viii) Service Recovery: It means fixing any problem quickly and making the customer happy again after a bad service experience.

A. Fill in the Blanks:

1. Many retail businesses have reply cards on show either nearby the ________ or at further high-traffic region.

Ans: Checkout.

2. Installing an online survey __________ provider will help the customers rate the feedback via online. 

Ans: Tool.

3. Business missed the chance to acquire straight feedback from confidently talking to customers in individual or arranged the ____________.

Ans: Phone.

4. In customer __________ method big retail outlets frequently promise with survey agencies to obtain the feelings of customers. 

Ans: Incentive.

5. Using social ____________ method will reach out to huge numbers of persons speedily. 

Ans: Media.

6. ___________ method will help for expansion of business in other geographical areas, where currently no customers. 

Ans: Survey.

B. Multiple Choice Questions:

1. In which method the Customers are invited to fill out response cards at the retail store or proceeds them home. 

(a) Survey Organizations. 

(b) Response Card. 

(c) Customer Incentives. 

(d) All the above.

Ans: (b) Response Card.

2. Which method will help for expansion of business in other geographical areas? 

(a) Social Media.

(b) Talking to Customers. 

(c) Survey Organizations. 

(d) None of the above.

Ans: (c) Survey Organizations

3. The method in which there will be a link included in a mail or website. 

(a) Social Media.

(b) Survey Organizations.

(c) Online survey.

(d) None of the above.

Ans: (c) Online survey.

4. The method will reach out to big numbers of persons rapidly is: 

(a) Talking to Customers. 

(b) Survey Organizations. 

(c) Social Media. 

(d) All the above.

Ans: (c) Social Media. 

5. These are the topographies customers typically like that are stated regularly and definitely are in which of  the Quadrant. 

(a) Key Flaws. 

(b) Key Strengths. 

(c) Other Flaws. 

(d) All the above.

Ans: (a) Key Flaws. 

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

1. Creating sub-categories will help to come to be in trace with the little parts of the business operation that generally neglected. 

Ans: True.

2. The positive explanations will not provide a real idea of what is going on correctly as on date. 

Ans: False.

3. The negative comments will not guide in altering some features of business. 

Ans: False.

4. Making a feasible and effective plan would address all the problems the customers expressed. 

Ans: True.

5. Key Strengths are the features customers mostly dislike that are stated regularly and definitely. 

Ans: False.

6. Other Strengths are features that received positive response, but with low frequency. 

Ans: True.

7. Other Flows are the features that received negative response, nonetheless only by a rare. 

Ans: True.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. What is response card? 

Ans: Many retail businesses have reply cards on show either nearby the billing counter or at further high-traffic region.

2. What is online survey?

Ans: Installing an online survey provider will help the customers rate the feedback via online.

3. What is customer incentive?

Ans: Giving a reduction coupon at the billing counter, which is also called point of sale.

4. What is social media? 

Ans: Using social media method will reach out to huge numbers of persons speedily.

5. What do you mean by key strengths? 

Ans: Key Strengths are the features customers typically like that are stated regularly and definitely.

6. What are the other strengths in feedback?

Ans: Other Strengths are features that received positive response, but with low frequency.

7. What is key flow?

Ans: Key Flaws are the topographies customers mostly dislike that are stated regularly and definitely.

8. What do you mean by other flows in feedback? 

Ans: Other Flows are the features that received negative response, nonetheless only by a rare.

F. Long Answer Questions:

1. What are the methods of collection of feedback? 

Ans: The following methods are effective in collection of the customer’s feedback:

(i) Response Cards: Many retail organizations have response cards for scheduled display either at close the checkout or by extra high-traffic parts. Customers are requested to fill the available cards at the retail outlet or take their house. Cards comprise prepaid postage consequently; the customer does not bear any expense posting them. Customers like the secrecy of this technique, as no individual information is collected.

(ii) Online Surveys: Installing an online survey tool provider will help the customers rate the feedback via online. In this tool there will be a link included in a mail or website and the visitor will be taken to the third-party provider’s site to complete the survey.

(iii) Talking to Customers: It is the greatest opportunity to come to take direct feedback from customers. Speaking customers directly or on telephone make useful data. Interacting with the customers regularly will make them feel their opinions are valued.

(iv) Customer Incentives: Big companies often hire survey agencies to gather opinions of customers. The popular method to increase the reply rate for retail firms is to provide the customer a rebate coupon at point of sale, which can redeem at subsequent trip to the retail store in exchange for calling a number on the sales receipt and participating in the survey.

(v) Social Media: Retailer does not need to wait for customers to visit the store or website to give feedback. Social media is important medium to take customer feedback. This method is more popular for retail organizations to reach huge numbers of persons quickly and post just one or two questions rather than an extensive survey.

(vi) Survey Organizations: Sometimes, it is good to hire a specific customer survey agency to gather and interpret the information for retail organization. They will help in expansion of business in other geographical areas, where currently no customers are there for the products/services.

2. What are the strategies businesses for analyzing the feedback?

Ans: Customer feedback provides a business a real view of what way it is doing. Appropriate analysis of this feedback provides the business what changes are to make, what are the factors to improve and raise revenue and profit. Along with this, it is vital that the business must be capable to contract with the right strategies and tools to analyze customer feedback. This way of analysis will expose a pleasant gateway to get an improved hold on accurately what the customers are saying. 

The following are some strategies that all retail businesses essential possess to prepare a more appropriate job of studying customer feedback:

(i) Categorize the comments: Understanding customer feedback and categories it according to customer response. This feedback comprises the comments on speed of delivering the product, the state of after-sales services, the usefulness of customer service section and other things.

(ii) Divide the categories into sub-categories: Once the feedback sorted, based on the above specified categories divide the same into sub-categories of any specified items, own product branding and attention required for any concerns. Creating sub-categories will assistance to get in touch with the little parts of the business operation that generally neglected but are actually very significant to the overall business function.

(iii) Specify according to the natural surroundings of the feedback: The customer feedback can be positive and negative. The positive comments will provide a real idea of what is going on correctly as on date and brings confidence in continuing the same. Be thankful to the customers for their positive customer feedback, this will extremely effect in building customer loyalty. In the similar way, the adverse comments will also guide in changing some features of business. Dealing with these negatives and resolving these difficulties with every customer proves in retaining more business. By the end of the process it is possible to understand where the level of business is and in what way to path it appropriately.

(iv) Consolidate the results and make a plan to determine next step: After the collected feedback data created into categories, sub-categories and separating the positive and negative comments, make a plan of actions how to respond to each of the issues rose. Making a feasible and effective plan would address all the problems the customers expressed. Keep the best services functioning and strengthen those areas that need improvement.

3. What is factor to consider in presentation of the analyzed customer feedback? 

Ans: Presentation of the analyzed customer feedback should be clear, concise, and well-structured. The feedback results should be supported by charts, graphs and tables for better understanding. Key findings, strengths, weaknesses, and recommendations must be highlighted so that the management can take timely decisions for service improvement.

G. Check Your Performance:

1. Demonstrate the methods used in getting feedback from customers. 

Ans: The following methods are effective in collection of the customer’s feedback:

(i) Response Cards: Many retail organizations have response cards for scheduled display either at close the checkout or by extra high-traffic parts. Customers are requested to fill the available cards at the retail outlet or take their house. Cards comprise prepaid postage consequently; the customer does not bear any expense posting them. Customers like the secrecy of this technique, as no individual information is collected.

(ii) Online Surveys: Installing an online survey tool provider will help the customers rate the feedback via online. In this tool there will be a link included in a mail or website and the visitor will be taken to the third-party provider’s site to complete the survey.

(iii) Talking to Customers: It is the greatest opportunity to come to take direct feedback from customers. Speaking customers directly or on telephone make useful data. Interacting with the customers regularly will make them feel their opinions are valued.

(iv) Customer Incentives: Big companies often hire survey agencies to gather opinions of customers. The popular method to increase the reply rate for retail firms is to provide the customer a rebate coupon at point of sale, which can redeem at subsequent trip to the retail store in exchange for calling a number on the sales receipt and participating in the survey.

(v) Social Media: Retailer does not need to wait for customers to visit the store or website to give feedback. Social media is important medium to take customer feedback. This method is more popular for retail organizations to reach huge numbers of persons quickly and post just one or two questions rather than an extensive survey.

(vi) Survey Organizations: Sometimes, it is good to hire a specific customer survey agency to gather and interpret the information for retail organization. They will help in expansion of business in other geographical areas, where currently no customers are there for the products/services.

2. Spell out the techniques applied in feedback.

Ans: Techniques applied in feedback include observation, surveys, interviews, response cards, online surveys, suggestion boxes, and social media interactions. These methods help us know what customers want, how happy they are, and what things need to be improved.

3. Draw a chart on process of writing repost on understanding a survey 

Ans: Students do it yourself.

A. Fill in the Blanks:

1. Happy customers influence the ______________ about business. 

Ans: Word of mouth.

2. As per the research services ___________ of the customers say they practice rude customer service at minimum once in a month. 

Ans: Three forth.

3. Having ___________ while listening to the customer is important. 

Ans: Patience.

4. Customers are the ___________ of the organization, not dealing with their reasonable requirements could cause problems. 

Ans: Livelihood.

5. The first cause for customer erosion is ___________ with customer service. 

Ans: Dissatisfaction.

6. Transparency is a serious factor in constructing faith, ______________ and love from your customers. 

Ans: Satisfaction.

7. Kindness and ____________ for a customer’s retail business is a way towards further charm them for the extended term.

Ans: Gratitude.

B. Multiple Choice Questions:

1. Following are the changes to improve services. 

(a) Delight your Customers Right. 

(b) Don’t be rude– Respect the Customers. 

(c) Always Snoop – Hear What Customers Are Addressing. 

(d) All of the above.

Ans: (d) All of the above.

2. Which is not the impact of change in services discussed below:

(a) Outdating.

(b) Create new opportunities.

(c) Increase innovation.

(d) Increase efficiency.

Ans: (a) Outdating.

3. Respond the customer’s and always be prepared to provide a distinct offer or reduction with the confidence of encouraging the customer to purchase more. 

(a) Quickly.

(b) Enthusiastically. 

(c) Both a) and b). 

d) None of the above. 

Ans: (c) Both a) and b).

4. Organize this plan into three portions-

(a) Make the customers happy.

(b) Involves, stability and a personal touch. 

(c) Never let customers forget the service by follow up effectively. 

(d) All of the above.

Ans: (d) All of the above.

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

1. Genuinely conversation with retail customers as an individual representing the business. 

Ans: True.

2. The more relaxed customer is the further likely they will share their valuable feedback. 

Ans: True.

3. Respond the customers in your own time and strictly. 

Ans: False.

4. Transparency means fearful of feedback. 

Ans: False.

5. Transparency denotes nothing to hide. 

Ans: True.

6. Transparency refers the employees’ individual and work qualities are not balanced. 

Ans: False.

7. Transparency means ready to opposing with your customers. 

Ans: True.

8. Be as approving as probable to the customers aimed at charming the time to go through the practice of resolving their problems. 

Ans: True.

D. Match the Columns:

Ans:

E. Short Answer Questions:

1. What are the courtesy words used by the service provider? 

Ans: Courtesy words are polite words like please, thank you, sorry, excuse me, and welcome used to show respect and good manners to customers.

2. Why the retailer has to genuinely interact with the customer? 

Ans: The retailer should talk honestly and kindly with customers to build trust and make them feel valued and happy..

3. Why the retailer has to listen customer in bringing changes in service? 

Ans: The retailer has to listen to the customer in bringing changes in service because listening helps the retailer understand customer problems and ideas, so they can make better changes in their service.

4. What is mean by transparent in making changes in customer in service? 

Ans: Being transparent means being open and honest about what changes are being made and why, so customers know everything clearly.

5. Why follow up on provide is needed in changing service? 

Ans: Follow-up is needed to check if the customer is satisfied after changes and to fix any remaining problems quickly.

F. Long Answer Questions:

1. What kind of change you proposed for more customer satisfaction? 

Ans: To achieve greater customer satisfaction, the retailer should focus on implementing qualitative analysis of present and prospective customer feedback.

Many retail outlets ignore their customers after sales, which reduces satisfaction levels. Listening carefully to customers and applying their feedback is the best way to improve services. Customers know what is good and what is not. When a shop listens to their ideas and makes changes, it shows care and respect. This makes customers trust the shop and stay with it.

Therefore, if a retailer continuously listens to customers, analyses their responses properly, and makes thoughtful improvements, positive changes and higher customer satisfaction will naturally follow.

2. Explain the influence of change in service on the retail firm. 

Ans: Organizational change in a retail firm refers to the transition from the current system to a more effective and desired future state. When a retailer plans and executes changes carefully, it helps in improving operations, minimizing employee resistance, and reducing overall costs. 

Changes in technology and service systems are often part of these improvements. However, they must be properly integrated with the firm’s overall structure and management processes to be successful. 

In short, good changes in service help the shop work better, make customers happy, save time, and help the shop grow for a long time.

G. Check Your Performance:

1. Demonstrate the changes required to make by retailer after obtaining feedback from customers. 

Ans: After collecting feedback from customers, the retailer should carefully analyze and implement necessary changes to improve satisfaction and loyalty.

The following changes are usually required:

(i) Analyze Customer Feedback: Study both present and future customer feedback to understand their needs, preferences, and complaints.

(ii) Modify Products or Services: Make improvements in products, pricing, display, or after-sales support according to the suggestions received.

(iii) Train Staff Accordingly: Provide proper training to sales employees to improve communication, behavior, and efficiency.

(iv) Enhance Customer Experience: Use the feedback to make shopping easy, fast, and comfortable.

(v) Show Loyalty to Customers: When the shop changes things based on feedback, it shows they respect and care for their customers.

(vi) Monitor the Impact: Keep watching how customers feel after changes to keep getting better.

In short, listening to customers and using their ideas helps build trust and keeps them happy for a long time.

2. Draw a chart containing the impact of change made in service offered by retailer. 

Ans: Students do it yourself.

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.