Customer Journey is about understanding our customers so that we can ...?

• To better serve our customers every step of the way

• To better the community

• To identify how we can improve their shopping experience

• To gather feedback from our customers

Which of the following statement is true?

• Customer is our number one priority, even though they may not always be right.

• Ensure that customer is able to navigate around our store to find what they want easily by following them.

Which one of the following is a customer touch point in Retail?

• Social Media (IG, FB)

• In-store Cashier

• Loyalty Programme

• Thank you Letters

• Fitting Room Queue/Queue Number

Which one of the following is NOT an open-ended question?

• Are we shopping with an occasion in mind?

• What can I get for you today?

• Are you looking for anything in particular today?

• What do you think about the items I've selected for you?

Is suggesting products and styling our customers the same thing?

• Yes

• No

Which of the following should be initiated by you when you're on the shop floor?

• Greet the customer with a smile

• Offer shopping bag

• Bid them farewell

• Start small talk

• Offer to get queue number for customer

"Each of our design is quality-checked (stretched, squat-tested, ________) and adjusted in-house until fit is perfect".

Please fill in the blanks!

What are the "Four Needs of a Customer"?

• Fair price

• Service Recovery

• Excellent Service

• Great Product

• Feel Valued

Help me identify what are the key features of this item.

• Maxi Length

• Standup collar

• Dual-tone

• Sleeved

Should you be starting small talk when you're at cashier?

• Yes

• No