Master viva answer

Q 2 : How will safetyinformationbe communicatedtoyou?
Answer: Throughformal trainingsessions.
Through supervisors andstaff meetings.
On healthand safetynotice boards.
Health and safety should also be a regular item on the agenda of team meetings.
The Health and Safety Law poster will be displayed in prominent positions in all work places.
These web pages will allow staff and students to access health and safety information online.
Human Resources will ensure that all new employees know where to find copies of the health
and safety policy.
Health and Safety is an item in the Flying Start induction briefings
Where appropriate, Staff News will be used to communicate health and safety information in
order to keep the School community updated on the preventive and protective measures taken by
the School.
The health and safety coordinator will be responsible for disseminating information on health
and safety issues within their department or service. The department or service's local policy
statement should state how staff can assess information such as outcomes of inspections and risk
assessments, and local procedures for health, safety and fire.
Q 1 : How shouldyouconfrontan angrycustomer?
Answer:Rememberthatthe customerisangry aboutthe situationandnotyou.Let customerventout
the feelings.Make themcalmdown,empathize andapologize.Offertohelpandtake appropriate
action.
Customersgetrude or angry fora varietyof reasons—some justified,some not.Butsince ourin
businessto serve ourcustomers,I’ll likelyencounterrude orangry individualsatone time oranother.
for hopefullyresolvingittoeveryone’ssatisfactionwe canfollow these rules
1. Remain calm.
2. 2. Don’t take it personally
3. 3. Use your best listeningskills
4. 4. Activelysympathize
5. 5. Apologize gracefully
6. 6. Finda solution

7. 7. Take a few minuteson your own : Afterthe situationhasbeenresolvedandthe customeris
on herway,it’shelpful foryoutotake yourown“time-out.”Evenif you’ve handledthe situation
inthe mostprofessionalwaypossible,it’sstill astressfulexperience.
8. I’mnot exactlya people person.Or,rather,I’mnotexactlyan angrypeople person.
9. But in my job in a technical support department, I have to talk to not-so-satisfied
customers fairly often. And in the beginning, my conversations usually sounded a little
like this:
10. “I’m so sorry, but…”
“What we can do is…”
“I know you’re upset and…”
Q :2 Whichone of the these communicationtypesismostimportant - Verbal,non-verbal (body
language) andlisteningskills?
Answer:Communicationiskeytomaintainingsuccessfulbusinessrelations.Forthisreason,itis
paramountthat professionalsworkinginbusinessenvironmentshave first-classcommunicationskills.
There are three basictypesof communication
Communicationinvolvesthe impartingorinterchangingthoughts,opinions,orinformationamong
people byspeech,writing,orsigns.People communicate indifferentways
You missouton one of these componentsandyouwill nothave aneffective communicationchannel
withyourcustomers.
Verbal
Verbal communication entails the use of words in delivering the intended message. The two
major forms of verbal communication include written and oral communication.

Written communication includes traditional pen and paper letters and documents, typed
electronic documents, e-mails, text chats, SMS and anything else conveyed through written
symbols such as language. This type of communication is indispensable for formal business
communications and issuing legal instructions
Nonverbal Communication
Nonverbal communication entails communicating by sending and receiving wordless messages.
These messages usually reinforce verbal communication, but they can also convey thoughts and
feelings on their own.
Q : 3 Why is it important to treat the customer politely?
Answer : Goodwill always leaves the customer with a pleasant memory and the customer
would want to come back to the store for the same experience again.
The importance of politeness is underestimated in the business sector. For businesses, politeness
is key to ensuring happy customers and a first class customer service. Higher standards of
customer service mean more happy customers, and higher profits.
Politeness can be communicated in various ways, one main one being when answering the
phone. Telephone answering should be quick, efficient, and helpful for the caller. The caller
should feel that the cost of the call was worth that money, and not a waste of time
It is important to be polite because it puts other people at ease and helps build strong
relationships. Politeness also helps decrease the social distance between two people,
making it easier to communicate

Politeness also makes it easier to make a good first impression in social or professional
settings. Someone who speaks to others in a courteous manner is more likely to make a
good impression than someone who has bad manners. Being polite is especially
important when communicating with customers and colleagues
In some cases, politeness helps defuse tense situations and resolve conflict. Conversely,
impolite behaviortendstofuel the fire,increasingconflictandmakingitdifficulttoresolve
problems.
Q : 2 Whom should customer feedback be collected from?
Answer : It is important to take feedback from all customers. You want regular customers to
continue visiting and new customers to convert to regular customers.
Best Ways to Gather Customer Feedback
Successfully utilizing customer feedback is a must for any business looking to provide users with
the products they need.
Feedback guides and informs your decision-making and influences your product roadmap. It’s
also essential for measuring customer satisfaction among your current customers.
They are some best ways to get consistent (and high quality) feedback from your customers:
*Surveys * Feedback boxes * Reach out directly *User activity *Usability Tests

Before you begin collecting feedback from customers, you need to make sure you have clearly
defined why you are seeking feedback.
Outlining the process as well as desired outcomes is essential for gathering customer feedback
the smart way; otherwise, you may be blindly asking for feedback that will only muddy your
understanding of your customers
Q : How should you group products for display?
Answer : Grouping products based on the style, range, type of clothing and colour will enhance
overall merchandising look.
Think of nodes as a way of grouping like products together. The most obvious grouping
is one product that has variations in size, color, etc. In Drupal Commerce every variation
is a product and to group them properly, we use Product Displays
Merchandise displays are special presentations of a store's products used to attract and entice the
buying public. The nature of these displays may vary somewhat from industry to industry, but all
merchandise displays are predicated on basic principles designed to increase product purchases.
Indeed, merchandise displays are an integral element of the overall merchandising concept,
which seeks to promote product sales by coordinating marketing, advertising, and sales strategies
Products are organised into groups. Each group can contain an unlimited number of both
products and product bundles.

A common use for product groups is grouping similar or related products together. This can
allow them to be displayed side by side for comparison depending upon the order form template
you select.
For each product group you can define the following:
 Name - The name displayed for the group to both admin users and customers (Required)
 Headline - A headline used by newer order form templates (Optional)
 Tagline - A tagline used by newer order form templates (Optional)
 Features - A list of features which apply to all products within the product group. Used
by some newer order form templates.
 Available Payment Gateways - Allows you to customise which of your active payment
gateways are permitted for use with orders and invoices containing products from this
group.
 Order Form Template - Allows you to define which order form template should be used
for the product group and product configuration steps of the order process for products
contained within this group.
 Hidden - Hides the product group from display in the client side Shopping Cart product
group list (Please Note: can still be accessed directly using the Group ID)
 Direct Cart Link - A direct link to the shopping cart that will pre-select the current
product group.
Q : A customercomesto the store withthe intentof buyinga washingmachine,butseemslost
and unsure of buying?Howwill youhelp?
Q :
Why is it important to plan and organize delivery of reliable service in retail operations?
Q : Customer feedback should be collected only from housewives between the age of 30 and 55.
You agree?

Q : 10 Customer feedback should be collected only from housewives between the age of 30 and
55. You agree
Answer : Customer feedback is a marketing term that describes the process of obtaining a
customer’s opinion about a business, product or service.
Customer feedback is so important because it provides marketers and business owners with
insight that they can use to improve their business, products and/or overall customer experience
Feedback from only a certain section of the society will not reveal the combined experience of
all the customers. Hence, should be collected from a larger cross-section of the customers.

understanding of your customers.
Before you start, consider:
 What part of the user experience do you want to improve?
 What will you do with the data you collect?
 Which channel works best for your goals?
We will be addressing this last question in the rest of this post—a complete breakdown of the
most effective ways to gather feedback from current and prospective customers.
1. Email and customer contact forms
There is no question that email is one of the most valuable ways to gather candid customer
feedback.
Q : 11 Why is it important to plan and organize delivery of reliable service in retail
operations ?
Answer : Planning and organizing the deliveries assures the customers that the
products of their requirement will be deliveredwithin no time and that there
is no shortage of any product. A planned and organized delivery will also
help to meet the requirements of all types of customers.
High product quality, service reliability, and management of oper ations are
key factors in business growth and sustainability. Analyzing “The Starbucks
Experience” is a pedagogical approach to reinforcing the concepts of control
and management of quality, service reliability, and efficient operations in
action.

Reliability
We understand the importance of reliabilityto our customers and unlike
many other solutions Win Till is not network dependent. Your systems will
continue to operate in the event of any network failure, internal or otherwise,
automatically recovering and performing any necessary updates once the
network is operational again. As long as you have power you can continue to
make sales

Q : 10 Customer feedback should be collected only from housewives between the age of 30 and
55. You agree
insight that they can use to improve their business, products and/or overall customer experience
Feedback from only a certain section of the society will not reveal the combined experience of
all the customers. Hence, should be collected from a larger cross-section of the customers.
understanding of your customers.
Before you start, consider:
 What part of the user experience do you want to improve?
 What will you do with the data you collect?
 Which channel works best for your goals?
We will be addressing this last question in the rest of this post—a complete breakdown of the
most effective ways to gather feedback from current and prospective customers.
1. Email and customer contact forms
There is no question that email is one of the most valuable ways to gather candid customer
feedback.

Q : 11 Why is it important to plan and organize delivery of reliable service in retail
operations ?
Answer : Planning and organizing the deliveries assures the customers that the
products of their requirement will be deliveredwithin no time and that there
is no shortage of any product. A planned and organized delivery will also
help to meet the requirements of all types of customers.
High product quality, service reliability, and management of oper ations are
key factors in business growth and sustainability. Analyzing “The Starbucks
Experience” is a pedagogical approach to reinforcing the concepts of control
and management of quality, service reliability, and efficient operations in
action.
Reliability
We understand the importance ofreliabilityto ourcustomers and unlike
many other solutions Win Till is not networkdependent.Yoursystems will
continue to operate in the event of any networkfailure, internal or
otherwise, automaticallyrecoveringand performingany necessaryupdates
once the networkis operationalagain.As long as you have power you can
continue to make sales
Q 1 : How shouldyouconfrontan angrycustomer?
Answer:Rememberthatthe customerisangry aboutthe situationandnotyou.Let customerventout
the feelings.Make themcalmdown,empathize andapologize.Offertohelpandtake appropriate
action.
Customersgetrude or angry fora varietyof reasons—some justified,some not.Butsince ourin
businessto serve ourcustomers,I’ll likelyencounterrude orangry individualsatone time oranother.
for hopefullyresolvingittoeveryone’ssatisfactionwe canfollow these rules
11. Remain calm.

12. 2. Don’t take it personally
13. 3. Use your best listeningskills
14. 4. Activelysympathize
15. 5. Apologize gracefully
16. 6. Finda solution
17. 7. Take a few minuteson your own : Afterthe situationhas beenresolvedandthe customeris
on herway,it’shelpful foryoutotake yourown“time-out.”Evenif you’ve handledthe situation
inthe mostprofessionalwaypossible,it’sstill astressfulexperience.
18. I’mnot exactlya people person.Or,rather,I’m notexactlyan angrypeople person.
19. But in my job in a technical support department, I have to talk to not-so-satisfied
customers fairly often. And in the beginning, my conversations usually sounded a little
like this:
20. “I’m so sorry, but…”
“What we can do is…”
“I know you’re upset and…”
Q :2 Whichone of the these communicationtypesismostimportant - Verbal,non-verbal (body
language) andlisteningskills?
Answer:Communicationiskeytomaintainingsuccessfulbusinessrelations.Forthisreason,itis
paramountthat professionalsworkinginbusinessenvironmentshave first-classcommunicationskills.
There are three basictypesof communication
Communicationinvolvesthe impartingorinterchangingthoughts,opinions,orinformationamong
people byspeech,writing,orsigns.People communicate indifferentways
You missouton one of these componentsandyouwill nothave aneffective communicationchannel
withyourcustomers.

Verbal
Verbal communication entails the use of words in delivering the intended message. The two
major forms of verbal communication include written and oral communication.
Written communication includes traditional pen and paper letters and documents, typed
electronic documents, e-mails, text chats, SMS and anything else conveyed through written
symbols such as language. This type of communication is indispensable for formal business
communications and issuing legal instructions
Nonverbal Communication
Nonverbal communication entails communicating by sending and receiving wordless messages.
These messages usually reinforce verbal communication, but they can also convey thoughts and
feelings on their own.
Q : 3 Why is it important to treat the customer politely?
Answer : Goodwill always leaves the customer with a pleasant memory and the customer
would want to come back to the store for the same experience again.
The importance of politeness is underestimated in the business sector. For businesses, politeness
is key to ensuring happy customers and a first class customer service. Higher standards of
customer service mean more happy customers, and higher profits.
Politeness can be communicated in various ways, one main one being when answering the
phone. Telephone answering should be quick, efficient, and helpful for the caller. The caller
should feel that the cost of the call was worth that money, and not a waste of time

It is important to be polite because it puts other people at ease and helps build strong
relationships. Politeness also helps decrease the social distance between two people,
making it easier to communicate
Politeness also makes it easier to make a good first impression in social or professional
settings. Someone who speaks to others in a courteous manner is more likely to make a
good impression than someone who has bad manners. Being polite is especially
important when communicating with customers and colleagues
In some cases, politeness helps defuse tense situations and resolve conflict. Conversely,
impolite behaviortendstofuel the fire,increasingconflictandmakingitdifficulttoresolve
problems.
Q : 2 Whom should customer feedback be collected from?
Answer : It is important to take feedback from all customers. You want regular customers to
continue visiting and new customers to convert to regular customers.
Best Ways to Gather Customer Feedback
Successfully utilizing customer feedback is a must for any business looking to provide users with
the products they need.
Feedback guides and informs your decision-making and influences your product roadmap. It’s
also essential for measuring customer satisfaction among your current customers.
They are some best ways to get consistent (and high quality) feedback from your customers:

*Surveys * Feedback boxes * Reach out directly *User activity *Usability Tests
understanding of your customers
Q : How should you group products for display?
Answer : Grouping products based on the style, range, type of clothing and colour will enhance
overall merchandising look.
Think of nodes as a way of grouping like products together. The most obvious grouping
is one product that has variations in size, color, etc. In Drupal Commerce every variation
is a product and to group them properly, we use Product Displays
Merchandise displays are special presentations of a store's products used to attract and entice the
buying public. The nature of these displays may vary somewhat from industry to industry, but all
merchandise displays are predicated on basic principles designed to increase product purchases.
Indeed, merchandise displays are an integral element of the overall merchandising concept,
which seeks to promote product sales by coordinating marketing, advertising, and sales strategies

Products are organised into groups. Each group can contain an unlimited number of both
products and product bundles.
A common use for product groups is grouping similar or related products together. This can
allow them to be displayed side by side for comparison depending upon the order form template
you select.
For each product group you can define the following:
 Name - The name displayed for the group to both admin users and customers (Required)
 Headline - A headline used by newer order form templates (Optional)
 Tagline - A tagline used by newer order form templates (Optional)
 Features - A list of features which apply to all products within the product group. Used
by some newer order form templates.
 Available Payment Gateways - Allows you to customise which of your active payment
gateways are permitted for use with orders and invoices containing products from this
group.
 Order Form Template - Allows you to define which order form template should be used
for the product group and product configuration steps of the order process for products
contained within this group.
 Hidden - Hides the product group from display in the client side Shopping Cart product
group list (Please Note: can still be accessed directly using the Group ID)
 Direct Cart Link - A direct link to the shopping cart that will pre-select the current
product group.
Q : Why is good communication important in promoting loyalty schemes?
Ans : A customer who understands the benefits and features completely is more likely to
accept the scheme,
the three important elements of a loyalty program communications effort. Stick with these three
principles in mind, and you can see exponential returns in engagement and satisfaction:
1. Pick the right channels. Email works for most, but many customers prefer to receive
texts.
2. 2. Be relevant. This is the most important element, and the most difficult to grasp.
3. 3. Be open to the response. If relevance is the most important element, this may be the
most challenging.

A relevant, helpful loyalty program with a relevant, helpful communications effort behind it
can have as much of an impact on engagement and loyalty as any other tactic a brand can
partake in because it's more about building relationships than marketing.
The idea behind customer retention emphasis is simple: there are only finite number of
customers any given business can serve. But returning and loyal customers is what makes it
possible for the business to perpetually make sales and stay profitable.
Q : List the phrases that would help you connect with the customer
better.
Answer : Repeatable phrases are helpful for bringing consistency to customer service.
The Phrases are work to Customer Service
* Let me find out for you.
* I apologise. Let me sort it for you.
* We restrict entry ____duration before the closing time. Can I quickly help you with
anything now?
* Please come with me, I'll show you the section.
* Let us know if we can help you with anything more.
* Let me find the right person to help you.
* Please share your contact detail and we call you when the new stock arrives. *

Meanwhile, you can look at the alternative options.
* There seems to be a misunderstanding. Let me check.
* Great question, I'll find that out for you!"
* As much as I'd love to help..."
* I understand how [blank] that must be."
* Nice to meet you." ,
* May I ask why that is?",
* Thanks for bringing this to our attention / for the heads up!”
* I completely understand why you’d want that."
They enhance your personal replies, and make providing great customer service easier,
because you have just the right phrases at your fingertips.
Acknowledgethe customer with a smileand appropriate
greetings.You could say Namaste or greet Good Morning/Good
afternoon/Good Evening. Enquire if the customeris looking for
something specificand you could help.
Smilewhen you greetyour customers. You want your customers
to feel welcome,and that starts with your body language. Stand
tall, smile,and approach them briskly. Everything about your
manner should say “I’m glad you’re here!
Dress professionally. How you look is a key part of your greeting.
You need to look likeyou care about your job. A conservative,

professional outfit will conveythat message.Unless you work in a
store with a specificdress code that states otherwise,avoid
provocative clothing that might offend customers or make them
feel uncomfortable
Givespace after the greetingif necessary. Don’t try to read your
customers before greeting them. You never want to assume
someone wants to be left alone. Always greet an arriving
customer warmly, but if she responds coldly or not at all, tell her
you will be nearby if they need help and give them space
Ask specific questions to understand the exact
need of the customer (whether the machine
would be used daily, is there constant water
supply/electricity, kind of water, kind of clothes
they intend use the machine for, and more)
Understand the need and provide relevant
information (in terms of the latest
techniques/trends, feasible options considering
the infrastructure and usage)
Recommend against buying if based on your

analysis the option is not feasible (frequent of
water/electricity cut)
Building relationships is a very important part of running a successful
business. we must build and maintain healthy relationships with our
employees, customers, suppliers and distributors. The relationship with our
distributors is a crucial one that is essentialto the successofour business.
Meetwith our distributors in person. While telephone and email are effective
means of communication
Keep communication open. An open line of communication is essentialin any
relationship -- business as wellas personal.
Support our distributors by participating in their meetings. Not only will this
keepwe informed about the inner workings oftheir end of the business,.
Attend events sponsoredby our distributors. This shows our support for their
business and is an excellent opportunity for networking.In addition to strengthening
your relationship with the distributors you may also be able to build new business relationships.
Strengthen Your Relationships With Suppliers & Customers
Every outbound shipment is an opportunity to add value for your customer. UTS helps you
strengthen customer relationships with strategic services that:
 Invite customers to monitor the status of their deliveries in real time (instead of calling Customer
Service for delivery updates)
 Improve your on-time delivery rate
 Give you early notification of transit issues

 Offer a range of options for guaranteed delivery
 Customize your fulfillment to meet any customer's delivery requirements
 Suggest ideas for improving the delivery experience for customers
 Give customers access to shipping documents, tracing tools, and your delivery history
 Use system integration to automatically share supply chain information with key customers
Together these 5 risk management processsteps combine to deliver a simple and effective risk
management process. If we follow
 Step 1: Identify the Risk. ...
 Step 2: Analyze the risk. ...
 Step 3: Evaluate or Rank the Risk. ...
 Step 4: Treat the Risk. ...
 Step 5: Monitor and Review the risk.
Gather customer feedback to improve your business, product, service and
experience
Customer feedback shouldn’t be an exercise that you put at the bottom of the pile, outsource to
another firm or pawn off to an intern. It’s one of the most important components of any
successful business.
Customer feedback provides you with valuable insight into what your customers think about
your product or service. This insight can help you create a product that customers want to buy
and create an experience that exceeds expectations and keeps customers coming back for more.
Remember, there’s never too much feedback – the more the better! I suggest you check out these
customer feedback tools and start using three of them today. These tools can help you with
gather actionable insight from your customers.

Related: 19 customer feedback strategies to help you gather more feedback
Q : Explain the term selling areas.
Answer : Selling Areas a one of the areas where a company sells its products or services,
often an area for which a particular sales person or particular sales people are responsible:
You must believe in what you are selling. Be passionate about your business and your customers
will be excited too. As you build your sales team, keep in mind that every person has a unique
method of selling that suits his or her personality. Train your staff on how to handle the special
customers that may require special care
Low pressure selling : Pushy high pressure sales people are dreaded by most buyers. Educate
your customers about the features and values of your product.
Listen to your customers : Ask questions and let the client do the talking. Give them your
undivided attention and find out what is most important to them.
Know Your Business : Not just your company, but the industry. Keep abreast of new
technology and products related to what you are selling.
Build a Relationship :Get to know your customers. In a world of big box stores and online
competition, you can remind customers that they are not just a number, they are special.
Keep in Contact :How often you call or visit your customers may depend on the type of
business you have. Pay attention to spending habits and pay them a visit just before their next
order is about to be placed.
Customer Relations Management System :Customer history records are important to all facets
of your business. Records can be stored manually in the office, but to be more productive,
consider a customer relation management system can be accessed by your employees, as well as
clients.
Ask for the Business :Whether you are on the phone or making a personal call, always ask the
customer for an order at the end of your visit. You've likely done the leg work - don't miss out on
an opportunity.
The last step in the chain of commerce where a buyer exchanges cash for a seller's good or
service, or the activity of trying to bring this about. See also marketing.
Sales refers to the short term need to close a sale, get an agreement signed, or ultimately do what
needs to be done to sell whatever it is you are selling. Sales techniques and strategies are really
based on what it takes to 'close the deal', which is crucial to any business. If you get customers in
the door but cannot get them to buy a product, there is a problem with your sales strategy.

Q : Why is customer feedback important for providing excellent service?
insight that they can use to improve their business, products and/or overall customer experience.
Customer feedback can give you valuable insight into what you are doing right and what areas
need improvement
The following are the top six reasons why customer feedback is important to your business:
1. It can help improve a product or service : Listening to your customers is the only way to
guarantee you create a product or service that they actually want to buy.
2. It offers the best way to measure customer satisfaction : Measuring customer satisfaction
helps you determine whether your product or service meets or surpasses customer expectations.
Customer feedback surveys help you measure customer satisfaction
3. It provides actionable insight to create a better customer experience : Improving the
customer experience should be the primary reason you gather customer feedback. The process of
winning new business and retaining existing customers is getting harder and harder
4. It can help improve customer retention : Customer feedback offers a direct line of
communication with your customer so you can determine if they are not happy with the product
or service you are delivering before you lose their business
5. It delivers tangible data that can be used to make better business decisions : The best
business decisions are based off data, not hunches. Too many times business owners and
marketers make big calls based off inaccurate data.
6. It can be used to identify customer advocates : Customer advocates are your best marketing
campaigns. They offer tremendous value at very little cost.

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