Case study.pptx
- 2. Let’s discuss situations: Situation 1: A customer selected a shirt of size M but after trial he realize his size is L and he came back in the shirt section and searching for the same style L size shirt but unable to find his size in same style, how will you react with customer in this situation. Situation 2: Customer is asking for a product which is not available in your store. Situation 3: customer bought a red color T-shirt from your store and after 3 days he came back with product without price tag and original bill at CSD counter he was claiming for exchange against that T-shirt after checking the condition of that t-shirt CSD team member ask invoice of that t-shirt but customer failed to provide the invoice. how you respond in this situation.
- 3. Situation 4: If a customer is not well and by mistake he/she vomits on floor, what will you do to make things in a right manner? Situation 5: If you are arranging your fixtures and a customer ask for help while shopping, what we will do? Situation 6: If a customer took 2 garments while using trial room and came out with one only, what will be you doing at this situation? Situation 7: In summers if AC is not working and customer is shouting about temperature in store, what will you do? Situation 8: If a family visits to the store and they have 2 kids with them. After entering into Kids section by mistake some toys got fallen on floor by kids, what will you do? Situation 9: If a customer is looking for a product which is getting announced in Radio playing in store but it is not available physically in our store. What will you do in this situation?
- 4. Situation 10: If a customer took a merchandise with promotion and when he visits the cash counter he comes to know that promotions is expired and is not available on the product he selected. He asked the cashier to visit the fixture from where he got to know about promotion on that product. When you visited the area you came to know that the promotions are not removed from sections. What will you do to make customer satisfied on this situation? Situation 11: If a customer got injured while shopping or while using trial room, what we will do? Situation 12: A customer enters in store and while entering you noticed that the customer has consumed Alcohol, what will you do? Situation 13: A lady customer is looking for help in ladies section and your female team is on lunch at that time, what will you do? Situation 14: guard is checking shopping bag , but customer is in hurry and he got bothered due to time taken by guard . how situation can be handled ?
- 5. Situation 15: customer is demanding for a cart , and it is weekend , a tremendous footfall day . no cart is leftover there at store . how would staff react at such situation ? Situation 16:customer starts yelling at billing associate as he has only 1 merchandise for billing . along with that , other customer are waiting for their turn in queue and the customer who is yelling is last one in queue. in such situation, How one should make things under control being manager /being member of store ? Situation 17 : customer demands for a merchandise which he saw last day , next day he comes and found that merchandise is not available and he need that merchandise on urgent basis .( it could be gift for his son /family member) How would a team member need to react , to handle such situation and to give customer a satisfactory shopping experience ?
- 6. Situation 18 : customer comes for merchandise exchange ,he ask guard whether it will be exchanged or not ,guard says it will get exchanged . as customer goes at C.S.D for exchange claim , team member their denies for exchange . now there starts contradiction between customer and C.S.D associate . at such situation , being manager how one should react and make customer feel satisfactory ? Situation 19 :customer asks to know about feature of product from C.D.I.T division . but team member in section is newly hired and don't have knowledge about that product .how such situation needed to be handle by team member / manager Situation 20 :customer buy a merchandise which has a free gift item , but after billing when he went to C.S.D he found that free item stock is over . how that situation needed to be handle
- 7. Situation 21 :customer comes from a state where Hindi /English is not their native languages as well not understandable and team member present in division knows only HINDI/ENGLISH . In such situation being manager , how one should work smartly to make the customer shopping done ? Situation 22: customer visit store for the first time ,he/she doesn’t know where the different division located . what are the things staff need to do for making his first experience mesmerizing so that he visit same store over and over Situation 23: customer bought a melamine dinner set , and by mistake it falls on floor and get damaged . in this situation , how a team member/manager should react ?