CUSTOMER SERVICE BSP
Customer Service Fundamentals Quiz
Test your knowledge on essential customer service skills with our comprehensive quiz! Perfect for anyone looking to improve their service delivery in retail environments, this quiz covers a wide range of crucial topics.
- Identify service fundamentals
- Learn how to assist customers effectively
- Understand product knowledge and store policies
Which of these are service fundamentals. Multiple answers.
Store is neat clean and organised.
Easy to navigate
Value , volume and variety through product and features
Efficient and effective processes
Well maintained store throughout the day
Shop clear of litter
No damage products on the shop floor
Shop ability and functionality
IBI
Baskets ready and trollies readily available
What are the checks of IBI ? Multiple answers
Ticketed
Size
Accurate price
Protected correctly
Free from damage
In the correct location
Which of these signals from a customer would identify them of needing help ? Multi answer
Customer struggling with heavy items
Customer carrying lots of items in their hands
Customer looking lost / confused
Customer carrying one shoe
Customers walking away from queues
Customers looking for the ticket in the wrong area.
What should you do when you see a customer with a heavy item? Multiple answers
Leave them
Offer a trolley
Ask if the need help
Pretend like you didn’t see them.
Offer to carry item to frontline.
Offer carry item to car.( do not place items in the car)
I’m on break, sorry
What associate body language has the biggest impact on customers ? Multi answers
Smiling
Slouching
Eye contact
Crossed arms
Standing upright / good posture
Leaning
Frowning
Shouting
Open hand gestures
Looking at the person you are talking to
Which of these are positive language ? Pick 4
What do you need ?
Let me find out for you
Nope
Nah mate
Sorry about the queue
I don’t know
Thank you for waiting
How can I help you ?
No sorry
Unfortunately not
What is the option to give a customer their click and collect on the machine. ?
Receive
Save
Deliver
Google
Customer handover
Download
Ibi
Email
Which of these should you do when answering a phone call ? Multiple answers
Hello
You alright mateeeeee
May I ask who’s calling ?
Yep ? ( and yes someone has answered the store phone like this !)
* phone rings 14 times* hello ?
I’m sorry they are on the other line at the moment can I take a message ?
I’m just going to pop you on hold
Good Morning/Afternoon , Tkmaxx (store name) ...X speaking how can I help
Big ticket / furniture are big opportunity for a high level service to be provided. Which of these do you do ( multiple answers)
Take the ticket for payment rather than the item
Nothing
Let the customer Stand in the queue with a 3 piece sofa
Offer to package items to protect it.
Offer to help carry to car
Offer home delivery ( applicable)
What can undo a positive visit to the store when a customer is leaving? Multiple answers
Nothing
Merchandise protection left on purchases
EAS activation and no associate response.
Messy baskets
Bin bags of donates and overflowing donation box.
What Are the best answers to : “ Do you have any of these out the back?” Multi answer
Nope
Just what we have there ** points**
I’m afraid we have all the stock on shop floor.
I’m sorry, we don’t have any stock out the back.
You can always try online.
We are constantly getting deliveries , X times a week.
What are the best answers to : How are brands so cheap ? Multi answer
It’s fake
Our buyers are buying all around the world.
We buy directly from the brand at the right price
It’s damaged items that we got cheap
What are the best answers to : Why can’t I find the same item last week ? Multi answer
It’s part of the treasure hunt
Someone’s probably bought all of them.
We sell one off unique pieces
Nope,
Generally you have to buy it when you see it.
When it’s gone it’s really gone
We rarely get the same item twice
What item do you need if there is a customer click and collect query?
Scamming gun
System office phone
EAS barrier
Loop alarm
Kimball gun
HHT gun
Where can you find a size conversion chart? Multiple answers
Systems office
Lounge
Frontline
Fitting rooms
Front door
Costa coffee
What are the 3 P’s to follow when delivering great customer service ?
Polite
Pork pie
Pickle
Patient
Pimms
Positive
What are the 3 C’s to follow when delivering great customer service ?
Calm
Chat
Chicken nuggets
Caring
Call point
Confident
Who should you ask to leave feedback ?
No one
Random customers
Friendly customers
Elderly people
Everyone
Only customers buying lots
Who’s job in store is it to ask from inmoment feedback?
Frontline team
Anyone who is till trained
Stock room associates
Fitting room associate
Scamming team
Night shift team
Everyone
Managers
What do we ask feedback on ? Multi answer
Returns
Ease of shopping
Impressions of store
Helpful associates
Fitting room
Checkout
All of these
What should you do if you see a mother breastfeeding in store ?
Leave her
Ask if she is comfortable or if she would prefer to use the fitting rm cubicle.
A customer informs you they have lost their child in store , What do you do ?
Inform manager
Try to keep customer calm
Start screaming the child name
Inform Lp
Get a description of what they look like ‘ wearing.
Walk off
Position an associate at any exit in store .
Search store
If a customer has an accident In store , who is primary focus?
Stock
Equipment
Associates
Shoplifters running out the store
Customer who had the accident and safety of customers in the area.
Your witness a customer getting hurt or a customer tells you they have hurt themselves in store, what do you do. ( two answers)
You inform your duty manager ASAP
Say oh that’s a shame and walk off.
Agreed with customer.
Let the duty manager deal with the incident
Go on your break
Which of these we do not sell? Multiple answers
Fur from animals bred for their skin/fur
Apparel with symbols or images that could cause offence.
Swear words / obscenities or pornographic images
Text or images that are : racist / sexist / homophobic or discriminatory
Text or images that refer to sexual acts
Text or images that promote or incite violence.
Text or images that feature or promote drugs or alcohol
Text or images aimed at children or featuring children.
Inappropriate children’s wear ( all children’s apparel must meet strict guidelines and is age appropriate e.g. swimwear.
T-shirt with a smiley face on it
The sale of goods act states that anything you purchase , even if a sale item/bought with voucher / or even a free gift should be of (multi answer)
Satisfactory quality
As described
Fit for purpose
Last a reasonable length of time for the item and price.
Which of these simple actions can deter dishonest activity? (Multi)
Making eye contact
Walking away
Approaching customers with a smile .
Asking “ would you like any help”
Ignoring it
Offering a trolley or basket
Complimenting choices especially at fitting rooms.
Alerting LP and Mgmt
Picking up defeated tags and logging them on EPC sheet
How can we reduce customer negativity towards the EAS barriers. (Multi)
Ensure tag is in correct place
Performing tagging checks against merchandise protection instructions
Ensure de-activators are working
Reacting to barrier activation
Not tagging items.
Not processing deliveries correctly
Associates trained on tagging procedures
Follow up actions on barrier actions
Processing returns efficiently.
Did you read the Customer service BSP before doing this ?
Yes
No
On a scale of 1 to 10 how much did you enjoy this ?
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