Class 9 Elective Retail Chapter 4 Customer Service Question answer to each chapter is provided in the list so that you can easily browse throughout different chapters SEBA Class 9 Elective Retail Chapter 4 Customer Service Notes PDF and select need one.
Class 9 Elective Retail Chapter 4 Customer Service
Also, you can read the SCERT book online in these sections Solutions by Expert Teachers as per SCERT (CBSE) Book guidelines. These solutions are part of SCERT All Subject Solutions. Here we have given Assam Board Class 9 Elective Retail Chapter 4 Customer Service Solutions for All Subject, You can practice these here.
Customer Service
Chapter – 4
| SESSION 1: CUSTOMER NEEDS AND SERVICE |
A. Fill in the Blanks:
1. ____________ consumers will not only become customers but also promote the retail store.
Ans: Satisfied.
2. ____________ is necessary for organisms (customer) to live a healthy life.
Ans: Need.
3. Customers need to be ___________ products and services. about a variety of different.
Ans: Educated.
4. Designing ___________ solutions for enhancing effectiveness of promotions and loyalty programs.
Ans: Strategic.
B. Multiple Choice Questions:
1. Based on products customers need to be divided into how many types?
(a) Two.
(b) Three.
(c) Four.
(d) None of the above.
Ans: (a) Two.
2. Tangible products are ______________.
(a) soap.
(b) electronic gadgets.
(c) bicycle.
(d) All (a), (b) and (c)
Ans: (d) All (a), (b) and (c)
3. Customer service is the prosion of service to customers _____________.
(a) before purchase.
(b) during purchase.
(c) after purchase.
(d) All (a), (b) and (c)
Ans: (d) All (a), (b) and (c)
4. Which is not an element of good customer services?
(a) Communications skills.
(b) Art of listening to customers.
(c) Monitoring and measuring effectiveness.
(d) Argument with customer.
Ans: (d) Argument with customer.
5. Which of the following is not an advantage of providing customer services?
(a) Serve customer better.
(b) Decrease customer revenues.
(c) Acquiring new customers.
(d) Sell products more effectively.
Ans: (b) Decrease customer revenues.
C. True or False:
1. Customer is the one who consumes or utilises any product or services for his/her personal requirement or need.
Ans: False.
2. Customer’s needs are the stepping stone to all modern marketing concepts.
Ans: True.
3. Customer’s needs can be divided into three types.
Ans: False.
4. The businessman has to extend a warm welcome to the customer and greet him/her graciously.
Ans: True.
5. Companies have not worked hard to increase their customer satisfaction levels.
Ans: False.
D. Short Answer Questions:
1. Who is a customer?
Ans: A customer is an individual or business that purchases another company’s goods or services.
2. How is customer service helpful in acquiring new customers?
Ans: Customer service helps acquire new customers by building trust, addressing concerns, generating positive referrals, standing out from competitors, and showcasing commitment to satisfaction.create a positive brand image, differentiate yourself from your competitors, and increase customer loyalty is because customer service builds trust between a company and consumer.
3. What is the significance of customers’ feedback?
Ans: Customer feedback lets you see your business through your customers’ eyes, helping you improve and win their loyalty. Consider making customer feedback your guide to better business and marketing decisions.
4. Effective communication isn’t simply a one-way proposition. Explain?
Ans: Effective communication isn’t simply a one- way proposition. Communication directed towards the customer is important, but communication from the customer is probably even more important. The salesman should know what a customer really wants. It is as easy as listening to what the customer says or doesn’t say). Obviously, to accomplish this one must develop good listening skills.
5. What are the ways to build a rapport with the customers?
Ans: The ways to build a rapport with the customers are-
(i) active listening.
(ii) empathy.
(iii) authenticity.
(iv) positive attitude.
(v) effective communication.
(vi) personalization.
(vii) follow-up.
(viii) consistency.
E. Check Your Performance:
1. Demonstrate the elements of customer services and find its significance.
Ans: The basic elements of customer services which make it good are as follows:
(a) Communications skills: The salesman initially greets the customer. Throughout the interaction, the customer forms an opinion and attitude towards the retail store as far as the customer service is concerned .
(b) Effective ‘face-to-face’ interactions with customers: In many retail stores, of course, the employees deal with the customers ‘face-to- face’ on a daily basis Unlike telephone communication, in which customers use only one sense organ (sound) to evaluate the retailer and their apparent attitude towards the customers,these personal encounters offer customers the use of at least two or more of all the five senses, upon which to form their opinions.
(c) The art of listening to customers: Effective communication isn’t simply a one- way proposition. Communication directed towards the customer is important, but communication from the customer is probably even more important. The salesman should know what a customer really wants. It is as easy as listening to what the customer says (or doesn’t say). Obviously, to accomplish this one must develop good listening skills.
(d) Handling customer’s grievances smoothly: Inevitably, the sales person in a retail store is bound to encounter a customer who is angry, upset, and unreasonable, unusually demanding, or all of the above. Any effective customer service programme will include methods of dealing with this type of customer.
(e) Adopting a new, different perspective: Customer service is a team’ effort. In a company dedicated to good customer service, an attitude of ‘that’s not my job’ doesn’t exist.
(f) Monitoring and measuring: There are several informal ways to conduct monitoring and measurement for effective customer service. Asking customers themselves how well they think the retail store is doing. This can be accomplished by using basic tools, such as customer satisfaction survey cards, exit interviews with customers, etc.
The significance of these elements lies in fostering customer satisfaction, loyalty, and retention. Good customer service builds trust, enhances brand reputation, and can lead to positive word-of-mouth referrals, ultimately contributing to business success. Conversely, poor customer service can result in negative reviews, decreased customer loyalty, and loss of revenue.
2. Role play on obtaining feedback by interacting with customer and retail store.
Ans: Students do it themselves.
| SESSION 2: EFFECTIVE CUSTOMER SERVICE |
A. Fill in the Blanks:
1. Always remember that a __________ contribute to your business for years. customer will contribute to your business for year.
Ans: Satisfied.
2. ____________ building with customers over the phone is so important to provide a good service or increasing sales.
Ans: Rapport.
B. State whether the following are True or False:
1. All customers should be approached using the same style.
Ans: False.
2. When the customer is angry, allow them to vent without interruption.
Ans: True.
C. Short Answer Questions:
1. Why should a retailer be a good listener?
Ans: Every retailer should show their listening skills by assuring customer that you are listening by repeating what customer says.
2. Every retailer should know the value of an apology. Elaborate.
Ans: When a retailer takes the initiative to apologize, customers are more likely to view the mistake as an isolated incident rather than a reflection of the business.
3. Why is it important to build a rapport with a customer? .
Ans: A retailer should know that rapport building with customers is important to provide good service or increasing sales.
Here are some tips for building customer rapport.
They are-
(i) Be adaptable.
(ii) Pace and lead.
(iii) Allow them to get it all out.
(iv) Repeat again.
(v) Get customer name first.
(vi) Make the customer’s problem the retailer’s problem.
(vii) See it from customer’s point of view.
(viii) Share their priorities.
(ix) Remember value of an apology.
(x) Retailer doesn’t have to have ‘things in common.
(xi) Don’t rush.
(xii) Smile.
(xiii) Personal interest in customer benefits.
(xiv) Display good listening skills.
(xv) Remain focussed.
D. Check Your Performance:
1. Demonstrate effective ways to build customers rapport.
Ans: A retailer should know that rapport building with customers is important to provide good service or increasing sales. Here are some tips for building customer rapport.
(a) Be adaptable: A retailer should define store approach for building rapport.
(b) Pace and lead: This is another way to build rapport. When a customer gets angry or over excited for some issues, the sales person must show concern in the customer’s matter and solve it on priority with pace and lead towards good customer services.
(c) Allow them to get it all out: When an angry customer comes to a retail store, let them speak out their problem. After telling his/her problem, the customer might feel relaxed and you can then solve their problems.
(d) Repeat again: Once the customer speaks out the issue, repeat the sentences or important details again to the customer, saying “Okay, just to recap….” This reassures the customer that the concerned person is paying attention.
(e) Get customer name first: Before starting the conversion with the customer first ask the name of customer rather than the complaint number. The sales person should use the customer’s name while discussing the issue with the customer.
(f) Make the customer’s problem the retailer’s problem: The retailer should treat the customer’s problem as their own. A good relationship between a customer and retailer leads to the return of the customer again.
(g) See it from customer’s point of view: The customer service associate should put themselves in the customer’s shoes. If struggling to show empathy, think of the customer as your close friend or family member.
(h) Share their priorities: The customer has a list of priorities. The retailer makes the customer their priority and addresses their concerns on priority by taking care of them.
(i) Remember value of an apology: Every retailer should know the value of an apology. Even they deal with complaints all the time still they should be very careful while apologising to the customer.
(j) Retailer doesn’t have to have ‘things in common’: Some retailers do not have anything in common with their customers and will therefore be unable to build a rapport.
(k) Don’t rush: Sometimes the retailer can identify issues on a regular basis and then rush to rectify the problem quickly.
(l) Smile: The sales person should always interact with customer with a smile. The customers notice such things.
(m) Personal interest in customer benefits: The retailer can build a rapport with the customer by showing personal interest in the customer benefits.
(n) Display good listening skills: Every retailer should show their listening skills by assuring customer that you are listening by repeating what customer says.
(o) Remain focussed: Stay fully focussed on the customer and do not distract him/her.
| SESSION 3: ORGANISATION STANDARDS |
A. Fill in the Blanks:
1.______________ is an important aspect of personal appearance.
Ans: Body language.
2. Quarter, half and full sleeve _____________ must be covered at all times.
Ans: Tattoos.
B. State whether the following are True or false.
1. The hair should not be of a colour unnatural than human hair colour.
Ans: True.
2. An employee’s dress code must be unique in all aspects like age, gender, religion and culture.
Ans: True.
3. Dangling earrings, noisy anklets and bangles can be worn on the flooг.
Ans: False.
4. Only frontline staff in the store should wear a prescribed uniform every day.
Ans: False.
5. Try working with rather than against openly competitive colleagues.
Ans: True.
C. Discuss Answer Questions:
1. Discuss the standard for staff appearance.
Ans: All officers and staff have a personal responsibility to maintain the standard of appearance in an organisation. Managers and supervisors are responsible for ensuring all personnel achieve standards of appearance set out in the form and they should give recommendation and guidance wherever necessary.
Standards of dressing and appearance perceive to offer a number of benefits to the organisation, such as alignment of employee’s appearance with the organisation’s brand, the professionalisation of job role, creation of a sense of organisational identity and health and safety concerns.
(a) Overall appearance: The retail staff should maintain their standard of appearance. The type of work sets the formal standard of dress.
(b) Dress code: The employees’ dress code must be unique in all aspects like age, gender, religion and culture.
(c) Hair: The hair should be well-tied and well-coloured. The employees of the store should avoid unnatural hair colour.
(d) Identity cards with company logo: ID cards mainly include name, photo, job title and designation of employee.
(e) Body language: Understanding the body language is a very important aspect of personal appearance. So, the body language of the staff should be impressive.
(f) Cosmetics: The make-up should be sober, not obtrusive or excessive.
(g) Tattoos: Quarter, half and full sleeve tattoos must be covered at all times.
2. What are the precautions to be taken by male and female staff while working in a retail store?
Ans: The total staff of the retail store should be cautious of the appearance and behaviour in the store.
The precautions for male staff are as given below:
(i) The prescribed uniform should be neat and clean and ironed.
(ii) Hair must be short, clean and tidy.
(iii) One is expected to have a clean shaven look.
(iv) Nails should be cut or trimmed neatly at regular intervals.
(v) Avoid earrings and bracelets during official hours.
The precautions for female staff are as given below:
(i) Female staff with long hair should tie their hair at all times during official hours.
(ii) No flowers hooked on the hair are desirable.
(iii) Avoid dark colour nail paints and long nails.
(iv) No heavy jewellery should be worn.
(v) Don’t wear dangling earrings, noisy anklets and bangles on the floor.
(vi) Apply light make-up.
3. How should one deal with customers, superiors and colleagues while working in a retail store?
Ans: Dealing with customer is the king of the market, so every employee of the retail store should behave gently with customers.
Some of the guidelines are as given below:
(i) Every salesman should encounter, meet or talk to the customer.
(ii) A Treat everyone with respect and dignity.
(iii) The staff should be aware of the trends, changes taking place in the market, taste and habits of the customers.
(iv) The staff should listen carefully and intently to their customers, demonstrate respect.
(v) The salesperson should be comfortable discussing both small and big numbers of customers.
Dealing with colleagues is a very important aspect. It builds the relationship between the colleagues
(i) A sales person should behave decently and politely with his/her colleagues in the organisation.
(ii) Being over competitive should be avoided, this is a negative thing. Try working with ratherthan against openly competitive colleagues.
(iii) Avoid misunderstandings with colleagues.
(iv) Try praising the competitive co-worker for work well done.
(v) Take competition positively, not personally.
Dealing with supervisors is also another very important aspect. It builds the relationship between the subordinate and the supervisor. The immediate superior of the subordinate. is the boss Generally, supervisors control the subordinates like workers.
D. Check Your Performance:
1. Demonstrate personal responsibility to maintain a high standard of appearance in an organisation.
Ans: Personal responsibility to maintain a high standard of appearance in an organisation:
(i) Dressing smartly.
(ii) being clean and having good personal hygiene and carrying yourself well is all part of making a strong first impression and appearing professional.
(iii) Regardless of how you might feel about it.
(iv) You will constantly be evaluated and re- evaluated by the people around you, particularly by employers.
| SESSION 4: CUSTOMER EXPECTATION |
A. Fill in the Blanks:
1. Customer expectations are raising in ___________ modern times.
Ans: Faster.
2. Most customers still want a personal ____________ experience.
Ans: One-on-one.
3. Every customer’s needs are dependent on the availability of ____________ in product.
Ans: Options.
B. State whether the following are True or False:
1. Expectations’ are the anticipated circumstances of purchase.
Ans: True.
2. Customer service decision makers meet the expectations.
Ans: True.
3. Service conversations with customer are also an investigation of the customer’s needs and expectations.
Ans: True.
4. It makes sense to look at the part of group of customers for feedback in parts.
Ans: False.
C. Short Answer Questions:
1. Why is there a need to identify customer expectation?
Ans: Customer expectations are increasing day-by-day in the modern times. If the retailer is unable to fulfil the customer expectations, their existence will not stand for longer and their reputation will be tarnished. The Customer expectations change with time, efforts and customer needs. Information technology is responsible for new customer expectations.
Some of the modes of identifying customer expectations.
Some of the modes of identifying customer expectations are as follows:
(i) Concept meets reality.
(ii) Conversation with customer.
(iii) Group feedback.
(iv) Gain insights from community.
2. How can the retail store efficiently meet the customers’ expectation?
Ans: Given below are of the latest customer expectations which are met by retail stores:
(a) Personalisation of goods or services: Every customer wants personalised information from the retailer which attaches the customer to the retailer.
(b) More options: Every customer wants many options in a product, such as product variety, quality, availability and affordable price.
(c) Listen closely, respond quickly: Every customer wants retailer information quickly and accurately. Even every retailer should maintain feedback systems.
(d) Give front-liners more control: Customers’ expecting from front-line service executives should understand the type of problem.
3. How can one respond to a customer appropriately?
Ans: The customer can be given an appropriate response in this way-
(a) Empathize with the customer to understand their true requirements.
(b) Take action to fulfill the identified needs promptly.
(c) Provide the suitable product that matches the customer’s requirements.
(d) Be transparent and provide honest explanations if unable to fulfill a request.
D. Check Your Performance:
1. Demonstrate personal responsibility to maintain a high standard of appearance in an Organisation.
Ans: Personal responsibility to maintain a high standard of appearance in an Organisation:
(i) Dressing smartly.
(ii) being clean and having good personal hygiene and carrying yourself well is all part of making a strong first impression and appearing professional.
(iii) Regardless of how you might feel about it.
(iv) You will constantly be evaluated and re- evaluated by the people around you, particularly by employers.
