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IMPORTANT QUESTIONS FOR RETAIL SALES ASSOCIATES

For Oral Test

1) Credit Application for purchase kya hai?2) Store Security mein kya kya hota ha? Camera, Fire Alarms3) Product ko kiss tarah se customer ko demonstrate ( Pradarshan Karna) kiya jata hai?4) Customer ko sahi product kharidne mein aap kaise help kar sakte ho? 5) Customer ki doubts, problems, querys, enquiry, kaise solve karni chahiye?6) Customer Relationship kya hai? Isko aur better kaise banaya ja sakta hai.7) Ek team mein ache se kaise kaam kiya jata hai?8) Apni company mein ap kaise apna acha work kar sakte ho?9) Samaan delievery kartre waqt kin kin cheezon ka dhyan rakhna chaiyee?10) Showroom mein aaglag jaye to kya karoge?11) Customer ko chori karte hue dekh liya to kya karoge?12) Customer gusse mein aya to kya karoge?13) Aapne galti se customer ko koi galat ya dusra samaan de diya jo usne nahi kharida tha. Customer ko jab pata chal wo gusse mein aaya aur apke pe chillaya. Tab aap kya karoge?14) Customer satisfaction kya hota hai?15) After sales support kaise diya jata hai

IMPORTANT QUESTIONS FOR RETAIL SALES ASSOCIATESQ 1 Apne apne saathi (Team Member) ko (Store) dukan mein custumer ke samne cigratte peete hue dekha. Apko kya karna chaiye?Ans Apko turant apne saathi (Team Member) ko store (Dukan) se bahar jane ko bolna chiaye and customer se maafi (apologize) mangni chaiye.

Q2. Apni store mein agar aap safety ki problem dikhayi deti hai to sabse pehle aap kya karoge?Ans Aapko sabse pehle apne Manager (Supervisor) ko inform (Suchna) Deni chaiyee.

Q.3 Group (Samuh) ki Paribhasha (Characterstics) kya hai?Ans Interdependent Effort (Ek dusre pe aashrit)

Q.4) Customer se humesha kiss tarah ka behavior( vyavahar) karna chaiyee?Ans Polite (vinamra)

Q.5 Apne dekha ki ek customer ney apke colleague (Saathi, Team Member) se koi assistance (Madad, Help) Mangi, but apke sathi ne customer ko ignore (Dhyan na dena) kar diya. Tab aap kya karoge?Ans Apko turant us customer ke pass jaake apologise (Maafi) Mangani chahiye and uski Help (Assist) karna chaiye.

Q.6 Jab customer apse koi Question (Sawal)puuche, ya kissi baat ka Objection (Aapatti, Aitraj) kare tp apko wah kaise Respond (Uttar) karni hai?Ans Respond Positively (Sakaratmak) and customer ka point of view (Drushtikone) samjhane ki koshish karein.

Q.7 Kissi Product (Vastu) ka demonstration (Puri jankari) dete samay kin kin factors ( Kaaran, Kaarako) ka dhyan rakhna chaiyee?Ans. Show use and value (Price) of the product Customer ko product use karne ki opportunity ( avsar) provide (Pradan) Karein Take care that other customer disturb na ho All of the above. ( Uper likhi sabhi factors ka dhyan rakhna chaoye)Q.8 For some reasons (Kaaran) your store cant meet the customers expectations (umeeed) to hap kya karoge?Ans Customer ko iske peeche job hi reasons ha, who expain (SAMJHAOGE) positively and sensitively ( sanvedansheelta se, komalta se)

Q.9 Customer ka jo feedback (pratiprushti) receive (prapt) hota ha, uske based (aadhar) per aap customer service ko kaise improve kar sakte ho?Ans f) .All of the above

Q10 Which of the following Qualities ( Guna) shows trust and leardership (netratva) in a Team?Ans a) Being Trustworthy b) Openness, Fair and Willing to Listen c) All of the above

Q11 what should not be the Dress Code (paushak) at work place (Jahan aap kaam karte hain).Ans. Sloppy (Meila, Ganda, Geela, Dheela) Dresing with Hair Grown (Bade Baal Ho).

Q.12 Price Tags (Billa) should be placed with ( price tag kahan pe hone chaiye) ?Ans Along (Ke Sath) With the product.

Q.13 A customer wants to buy a mobile cell phone on credit (Udhar) but he is not eligible ( Yogya). Then what will you do?Ans Explain the eligibility terms (Shartein) and conditions along with Store policy (niti).

Q.14 What is the appropriate (uchit, sahi) way (tarika) of greeing (abhinandan) a customer ?Ans Acknowledge ( Namaskar Karna), Smile (Hanske), and Greet (Abhivadan) the customer and use kissi help ya assistane k liye puchna (enquire).

Q.15 Why it is important (jaruri) to be well groomed (ache se tayyar hona)?Ans To connect (judna) with customer and make an impression ( chhap, sanskar, prabhav)

Q.16 Credit Facility (Udhar ki suvidha) enables (Samarth banana ya yogya banana) customer to?Ans Take customer mehange samaan kharid sake aur uska paisa dhree dhree har month jama karata rahe. Isse customer ke upper jayda dabav nahi aata and wo asani se samaan kharid sakta hai.He can Make repayments (bhugtan) in easy (saral) Intallments ( kishton mein).

Q.17, Retail (khudra) Credit Facility Means?Ans Loan Facility for customer for buying high price (tickets) items or products. Like Car, Motorcycle, House etc.

Q18 A customer has come to exchange ( Badalwane k liye) a product, bought (Kharida) a few weeks ago (Kuch saptah pehle kharida tha). How would you respond to the customer. ( Ap is situation mein kaise customer ko sambhaloge ya jawab doge ya handle karoge)?Ans Enquire the reason to change ( customer se product change karwane ki peeche ka uska kaaran puchoge vinamrata se) and direct it to appropriate person for response (and customer ko upyukt vayakti ya woh vyakti jo store mein exchange ka kaam sambhalta ho , wahan pe jane ka sujhaav doge)

Q.19 What is the crucial factor for having team morale? ( Team ka manobal bhadane ke liye kaunsa important kaaran hota hai)Ans sense of belonging ( apnepan ki bhavna)

Q.20 You have successfully implemented planned and organized delivery of a reliable customer service. What should you do to keep it going? Ans Review and Maintain Customer Service Delivery.

Q21. Improved Support Service has a direct bearing on customer loyalty (nishtha) ?( Achi and better support seva agar ap customer ko dete hain to kya wah customer apka parmanant customer ban jayega?Ans True

Q.22 As a retail in store product demonstrator ( ap ek retail store pe product demonstrator hain), you will be communicating directly with ( aap sabse jayda kiss person se vartalap or baatein karenge) ?Ans Customer.

Q1 Identify an example of value added customer service which you may decide instantly and implement?Q 1 Inmein se ek example aisa pehchane jo ki customer service ki value bhadha deta hai.Ans Loan an umbrella to the customers on a rainy day to reach their cars. Yani ki agar barish ke time ap apne customer ko umbrella udhar pe de do, taki wo apni gadi tak bina barish mein bheege pahunch sake, to apne apni grahak sewa mein ek value addition ka kaam kiya.

Q2 Credit Facility (Udhar ki suvidha) enables (Samarth banana ya yogya banana) customer to?Ans Take customer mehange samaan kharid sake aur uska paisa dhree dhree har month jama karata rahe. Isse customer ke upper jayda dabav nahi aata and wo asani se samaan kharid sakta hai.He can Make repayments (bhugtan) in easy (saral) Intallments ( kishton mein).

Q3 you have spent a good 15-20 minutes to explain the various features and use of mobile in the range requested by the customer. The customer is not tech-savvy and is repeating quite a few questions you have already answered . how would you deal with the customer?Q 3 customer ki request karne per apne use uski range ke mobile k sare features samjhane ke liye 15-20 minute lage. Phir bhi customer ko samajhne mein asuvidha ho rahi thi kyunki wo jayda technical nahi janta tha. Isliye wo apse kuch question jinko ap pehle bhi use samjha chuke ho, wo baar baar apse puch raha hai. To ap us customr se kaise deal karoge?Ans Seek Help from colleagues to handle other customers and patiently answer all the queries to customer satisfactionYani ki ap apane team member ya saathi ki madad loge taki wo dusre customer ko handle kar sake and ap apne usi mobile wale customer ko vinamrata purvak uske sawalon ka jawab doge, jab tak wo satisfy nahi ho jata.

Q4 what is the most critical factor to be considered while organizing the delivery?Q4 samaan ya product ki delivery (ghar tak pahunchana, home delivery like pizza hut, dominoes etc) karte waqt sabse important kya hota hai?Ans Time Constraints ( Time se Delivery karna)

Q.5 You see a customer asking for some help assistance to your colleague but he ignores the customer. You will? Q5 Apne dekha ki ek customer ney apke colleague (Saathi, Team Member) se koi assistance (Madad, Help) Mangi, but apke sathi ne customer ko ignore (Dhyan na dena) kar diya. Tab aap kya karoge?Ans Apko turant us customer ke pass jaake apologise (Maafi) Mangani chahiye and uski Help (Assist) karna chaiye.Go to the customer apologize and assist.

Q6 If any product widely matches customers requirements, what can be done to increase sales of the storeAns Need not do anything as the product is already in demand

Q7 While imparting specialist support to customer, regarding any product, the information should be ?Q7 customer ko kisse product ki puri jankari dete samay apko kaisi information deni chahiyee?Ans relevant to individual needs and interests ( wo information jo us customer ke liye kaam ki ho )

Q8 A customer is reading the details of a product for quite some time.If an individual on job notices this,what should he do?Q8 ek customer bahot der se kissi product ki jankari ke liye uski details padh raha tha, ap agar wahan job kar rahe ho and apne us customer ko dekha to ap kya karoge?Ans (a) Go to the customer and take permission to explain him (b) Explain the features and benefits of the product clearly and accurately. ( c) understand his requirement and if the product does not fulfill all his suitable requirements, convince him to take some alternative available in the store (d) ALL OF THE ABOVE. ( UPER KE SARE OPTIONS SAHI HAI)

Q9 what is pre-demonstration requirement?Q9 kissi product ka demonstration ( puri jankari dena, pradarshit karna) karne k liye kya kya information jaruri hai?Ans (a) Safety of demonstration area (b) Full Functioning of the product (c ) Product Expertise ( d ) ALL OF THE ABOVE ( UPER KE SARE OPTIONS SAHI HAI

Q10 you injure yourself when arranging a product on stack, you should?Q10 ek product ko rack mein jamate hue apke kahin chot lag jati hai, to apko kya karna chaiye?Ans Inform your supervisor and seek first AID. Yani ki Apko apne manager ya supervisor ko turant suchna deni chaiye and unse first AID yani ki prathmik upchar ki madad mangni chahiye.

Q11 Identify the essential points to be considered when presenting merchandise to turn into a sale opportunity?Q11 inmein se kaunsi aise points ka humein dhyan rakhna chaiya jab hum kissi customer ko koi product dikha rahe ho , taki wo customer us product ko kharid le?Ans (a) Be polite in Speech and listen Carefully (b) Be alert and use presence of mind in dealing with customers and situation at work (c ) Have adequate knowledge of products, market trends, benefits, competition and more. ( d ) ALL OF THE ABOVE ( UPER KE SARE OPTIONS SAHI HAI

Q12 Which of the following would be the best way to promote any product ?Q12 kissi product ko market mein promote (badhava dena) ka sabse acha tarika kya hai?Ans Provide Demonstration from house to house.Yani ki us product ko ghar ghar jake uski puri jankari dena.

Q13 Why it is important to be well groomed?Q13 Ache se tayyar hona kyun jaruri hota hai?Ans To connect with customer and make an impression.Yani ki ap customer pe apna acha impression jama sake.

Q14 Which one factor should be considered for analysis of ones own delivery service?Q14 Inmein se kaunsa factor (karan) humein dhyan rakhna chaiye taki jab hum humari dilevery serices ka analysis ( chaan-been, janchna) kar rahe ho tab wo humare kaam aa sake?Ans Maintained customer Feedback reports.Yani ki jo feebacks ( customer ke dil mein jo vichar apke liye hote hain) apko customer se milte hain, unhe ache se sambhal ke rakho and unki puri reports banao.

Q15 While you attend a customer, what other factor is to be taken care of?Q15 Customer ko handle ya attend karte waqt kin cheezon ka humein dhyan rakhna chaiyee?Ans Pay attention to other customers simultaneously.Yani ki ek customer ko attnd kare karte ap dusre customer pe bhi dhyan dena chaiyee.

Q16 While on shop floor you have a doubt about some policy, you will?Q16 Showroom mein kaam karte waqt apko kissi bhi baat ya policy (niti) ko samajhne mein problem ho to apko kya karna chaiyee?Ans Check with your immediate supervisorYani ki apko turant apni manager se puch na chaiyee.

Q17 A customer intends to buy a cell on credit, but is not eligible. What would you do?Q17 ek customer mobile phone kharidna chahta hai finance pe (bank se udhar leke), parantu wo usk liye eligible (yogya) nahi ha. To ap use kaise samjhaogee?Ans Explain the eligibility terms and conditions along with store policy.Yani ki us customer ko aap apki dukan ki job hi shartein hai wo use pyar se samjhaogee.

Q18 whom should customer feedback be collected from?Q18 Customer ka feebback ( apke ya apki store ke bare mein customer ke vichar) apko kab lena chaiye?Ans Only first time visitors. Yani ki jo customer apki shop pe pehali baa rata hai use ap feedback form bhara sakte hain.

Q19 A customer has come to exchange a product, bought a few weeks ago. How would you respond to the customer?Q19 customer agar apki dukan pe koi samaan exchange karane ata hai jo usne kuch weeks pehle apki dukan se kharida tha, to ap us customer ko kya bologe?Ans Enquire the reason for change and direct it to appropriate person for response.Yani ki apko use customer se wo samaan exchange karane ke peeche ka karan puchna chaiye and apko us customer ko us person se milne ko bolna chaiye jo exchange ka kaam sambhalta ha.

Q20 Why is customer service Important?Q20 Customer service jaruri kyun hai?Ans A customer can become a regular customer only because of excellence in service.Yani ki customer ko apki dukan ka permanent customer banane k liye apko use best se best service deni padegi.

Q21 An individual on the job should look for?Q21 Apko retail showroom pe naukri karte waqt, kiss kaam k liye ready rehna chaiyee?Ans Opportunities to provide specialist support to customer.Yani ki customer ko best and special support den eke liye humesha mauka dhundhna chahiyee.

Q22 What do you mean by after sales support?Q22 samaan ko bechne ke baad bhi ap customer ki madad karte ho ya use support service dete ho. Iska kya matlab hai?Ans Ongoing relation between customers and the company.Yani ki customer and apki dukan ya store ke beech ek acha and lamba relation bana rahe.

Q23 When difficulties arise members should?Q23 jab apko musibat ya pareshaniyan aati hai to apko kya karna chahiyee?Ans Seek Assistance from their immediate supervisors,Yani ki apko apne boss ya manager se madad leni chahiyee.

Q 24 If you notice safety problems at your store you?Q24 jab ap store mein musibat ya safety ki pareshaniyan dekhte ho apko kya karna chahiyeeAns Inform the supervisor immediately and take relevant action.Yani ki apko apne supervisor ya manager ko turant information deni chaiyee .

Q25 what do you need to ensure while planning and organizing the delivery?Q25 Kissi product ki dievery ka aayojan ya organize karte waqt kya (sunishchit, pakka karna )chahiyee.Ans You build relationship with customer.Yani ki ap apne customer se ek lamba and strong relation bana lo, is baat ko ensure (sunishchit) karna chaiyee.

Q26 The key to accident prevention is ?Q26 accidents (durghatna) ko rokne k liye kya prayas karne chaiyee?Ans Spread awareness of basic safety.Yani ki jo basic safety hoti hai uska prachar karna chaiyee. Sabko apni basic safety ke bare mein apko batana chaiyee.

Q27 A customer tells you he saw a beautiful watch at another store. You should?Q27 Apko agar koi customer kissi dusri dukan ki ghadi (watch) ki jayda tariff karta hai to apko kya karna chaiyee?Ans Acknowledge what the customer is saying but never say anything negative about another store.Yani ki job hi wo customer apse kaha raha hai, ap aram se uski baat suniye. But ek baat ka dhyan rakhiyega ki ap dusri dukan ke bare mein koi galat baat use na bole.

Q28 Customer Complaints received should be resolved ?Q28 customer se koi complaint apko receive hoti hai to wo solve kab tak hona jani chaiyee>Ans Should be resolved quickly and successfully.Yani ki complaint ko turant and ache se solve karna chaiyee.

Q29 Which of the following does not send a positive message when entering a shop floor?Q29 Inmeiin se kaunsa sentence ek acha ya positive message nahi deta jab ap retail store pe kaam kar rahe ho?Ans Passing by the customer without greeting or offering help.Yani ki ap customer ke saamne se nikal jao, bina use hello kiye ye bina uski koi madad kiye bina ap customer ko ignore kar do.

Q30 Suresh wants to demonstrate working of vacuum cleaner. What should he do?Q30 suresh ko ek customer ke samne vacuum cleaner ko pradarshit karna ha. To use sabse pehle kya karna chaiyee?Ans Proper Study of user manualYani ki suresh ko sabse pehle vacuum cleaner ke bare mein sab kuch padhna chaiyee. Company vacuum cleaner ke sath ek choti si kitab provide karati hai jise hum user manual kehte hain. Usmein vacuum cleaner ki sari jankari hoti hai.

Q31 Which of the following is not a proper behavior while responding to the customer?Q31 Inmein se kaunsa sahi tarika nahii hai customer se baat karne ka?Ans Answering rudely to the customers. Yani ki customer ko gande tarike se jawab dena.

Q32 you see one of your colleague dressed in a sloppy way. You will?Q32 apne apke ek saathi ko gande, geele, meile clothes pehane hue kaam karte dekha, toh apko kya karna chaiyee?Ans You speak to him and ask him to get himself properly groomed.Yani ki apko jaldi se apne us saathi se baat karni chaiye and usko samjhana chaiyee ki dost ache se tayyar hoke aao.

Q33 What Safety training is required by your skill?Q33 safety ki jankari ki bare mein apke pass kya kya information and knowledge honi chahiyee?Ans (A) First AID (B) Reporting of potential hazards ( C) Unsafe work condition (D) ( d ) ALL OF THE ABOVE ( UPER KE SARE OPTIONS SAHI HAI

Q34 What is the main goal of gathering customer feedback?Q34 Customer ka feedback ko lena and use sambhalke rakhne ke peeche apka kya goal (lakshya) hona chaiyee?Ans To enable communications between you and your customer by understanding customers needs through analysis of collected data.Yani ki feedback se apko yaha pata lag sakta hai ki customer apke liye kya sochta hai. Ye samajhne se ap customer ko better service de payenge. And customer ki needs ka pata lag jayega. Use apka ek acha relation bhi ban jayega apgar ap uski wo needs puri kar payenge to.