JAIPURIA KNOWLEDGE CHAMPIONSHIP

How can effective after-sale service influence future sales?

• It makes future sales harder because customers expect more.

• It has no effect on future sales.

• It increases the likelihood of repeat purchases and positive referrals, leading to higher sales.

• It prevents customers from considering other options.

Which of the following is a key element of a retail store's emergency evacuation plan?

• Locking the doors to prevent theft during the emergency.

• Having a clearly marked emergency exit route and conducting regular drills.
  

• Asking customers to stay in the store until the manager arrives

• Turning off all lights to prevent panic.

What is the importance of product knowledge in retail customer service?

• • It helps employees sell more products

• • It allows employees to provide accurate information to customers

• It helps employees avoid mistakes

• All of the above

Which of the following is a crucial aspect of active listening?

• Interrupting the customer frequently

• Making assumptions about the customer's problem

• • Maintaining eye contact and nodding

• Focusing on your own thoughts

What is the most important factor in delivering excellent customer service in a retail store?

• Knowing the store's sales goals.
  

• Ensuring that every customer is greeted and assisted promptly.

• Recommending only high-priced items to customers.

• Focusing solely on closing sales quickly

How does providing effective after-sale service contribute to a store’s competitive advantage?

• It forces customers to purchase additional products

• It makes the store’s products appear more expensive than competitors.

• It differentiates the store from competitors by enhancing customer satisfaction and loyalty.

• It discourages customers from returning to the store.

What is the best way to secure the store after closing hours?

• Leave one door unlocked for emergency access

• Ensure all doors and windows are locked, set the alarm system, and verify that no unauthorized individuals are inside.
  

• Leave the lights on and hope it deters intruders

• Only lock the front door and leave other exits open.

What is the best way to handle a difficult customer?

• Yell at the customer

• • Ignore the customer

• Remain calm and professional

• • Ask a manager to intervene

Which of the following should employees avoid doing to reduce the risk of shoplifting in the store?

• Engaging customers in a friendly manner and offering assistance.

• Ignoring customers and avoiding eye contact.
  

• Keeping high-value items in locked displays or areas with high visibility.

• Training staff to identify suspicious behavior and respond appropriately.

What is the recommended action for employees if they notice a fire in the store?

• Try to put out the fire themselves without alerting others.

• Evacuate the store immediately, alert customers, and activate the fire alarm.
  

• Call their family members before taking any action.

• Continue working unless the fire spreads.