問題一覧
1
Types of customer feedback are Complaints, Inquiries, Commendations and Suggestions.
True
2
It is a pre-determined route of checking the stores by looking at 4Ms.
Travel Path
3
This tool is used by the store to write their gameplan, targets, endorsements, and monitoring?
Management Activity Planner
4
Which one of these is NOT a type of customer:
Clueless
5
A program to monitor an organization’s relationship with its customers, employees, suppliers, other stakeholders and business partners in an on-going basis.
Feedback Management System
6
A quality monitoring tool to verify service systems are in place to ensure that guest will have an excellent experience while in the store.
Service Checklist
7
A sincere “Thank you” should always come first before an apology.
True
8
Who is the first person to enter and last to go out of the store?
Manager
9
Setting goals generally establish a sense of direction that guides the store to have forward- looking target that is aligned with the company’s mission. What template/form is this at the Management Activity Planner?
Target of the month
10
The first thing to do when there is a complaint is listen and empathize.
True
11
Who are authorized to handle the store keys?
Managers
12
We can effectively handle complaints with the use of
7-step gifts
13
This is a summary of list of activities a manager must perform to ensure that his shift runs smoothly through checking of 4Ms.
Management Activity Checklist
14
Mention/give the name and/or the contact number of any support unit who is involved in the investigation of a complaint is allowed.
False
15
It is a valuable communication tool to Managers. It aids the manager on duty to identify issues needs immediate attention for correction in preparation for and during his/ her shift.
Shift issue & Concern and Shift Endorsement Communication
16
This is used to effectively cascade information to store team members and divide the tasks so that all of the required activities involving staff, equipment and products are completed properly each day part.
Gameplan
17
Type of customer feedback wherein a question or a close examination of a matter a search for information is done.
Inquiry
18
Shift Management System aims to achieve High FSC standards and Total Customer Satisfaction and Loyalty and will result to:
Good business and strong brand image
19
Building customer relations and keep in touch with them is the responsibility of
Managers
20
Reviewing of breaklist should be done during PRE-SHIFT.
True
21
This is the step gift formula wherein identifying the root cause, formulating an appropriate action, implementing action plan and monitoring of implementation are done.
Prevent occurrence of the same mistake
22
It is designed to improve equipment life and ensure that these are all operating correctly to avoid any unscheduled breakdown and downtime.
Preventive Maintenance Calendar
23
The Mission of FMS is “We will make it difficult for our customers to send feedback. Every feedback is a gift, we will learn and grow from it. Every complainant will become a goodwill ambassador of the brand.”
False
24
Offering atonement is an offer that the customer can demand or suggest his/her wants in exchange for the inconvenience.
False
25
Effective implementation of safety and security policies are essential in promoting safe possible environment both for employees and customers.
True
26
One of the actions to do when giving verbal reply to the customer’s feedback is by calling and thanking the customer within 10 days.
False
27
This is best time when the manager conducts the travel path.
Before opening the store to customers
28
Why does the Manager conduct Pre-shift, During the shift and Post-shift huddle?
To communicate the gameplan of the day to the store team
29
This is used to help the store manage unnecessary losses by ensuring that utility consumption are within appropriate limits
Utility Monitoring Template
30
When apologizing to the customer, we should admit our mistakes, try to identify who made the mistake and justify our reasons/act.
False
DAY 2
DAY 2
Cherrie Pinky Rodriguez · 30問 · 1年前DAY 2
DAY 2
30問 • 1年前DAY 3
DAY 3
Cherrie Pinky Rodriguez · 30問 · 1年前DAY 3
DAY 3
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DAY 4
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DAY 4
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DAY 5
Cherrie Pinky Rodriguez · 30問 · 1年前DAY 5
DAY 5
30問 • 1年前DAY 1
DAY 1
Cherrie Pinky Rodriguez · 20問 · 1年前DAY 1
DAY 1
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DAY 7
Cherrie Pinky Rodriguez · 30問 · 1年前DAY 7
DAY 7
30問 • 1年前DAY 8
DAY 8
Cherrie Pinky Rodriguez · 30問 · 1年前DAY 8
DAY 8
30問 • 1年前DAY 9
DAY 9
Cherrie Pinky Rodriguez · 28問 · 1年前DAY 9
DAY 9
28問 • 1年前DAY10
DAY10
Cherrie Pinky Rodriguez · 30問 · 1年前DAY10
DAY10
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GAMEPLANNING
Cherrie Pinky Rodriguez · 26問 · 1年前GAMEPLANNING
GAMEPLANNING
26問 • 1年前Day 1-10
Day 1-10
Cherrie Pinky Rodriguez · 354問 · 1年前Day 1-10
Day 1-10
354問 • 1年前Safety and Security
Safety and Security
Cherrie Pinky Rodriguez · 16問 · 1年前Safety and Security
Safety and Security
16問 • 1年前Integrated Pest Management
Integrated Pest Management
Cherrie Pinky Rodriguez · 36問 · 1年前Integrated Pest Management
Integrated Pest Management
36問 • 1年前Acronyms
Acronyms
Cherrie Pinky Rodriguez · 17問 · 1年前Acronyms
Acronyms
17問 • 1年前問題一覧
1
Types of customer feedback are Complaints, Inquiries, Commendations and Suggestions.
True
2
It is a pre-determined route of checking the stores by looking at 4Ms.
Travel Path
3
This tool is used by the store to write their gameplan, targets, endorsements, and monitoring?
Management Activity Planner
4
Which one of these is NOT a type of customer:
Clueless
5
A program to monitor an organization’s relationship with its customers, employees, suppliers, other stakeholders and business partners in an on-going basis.
Feedback Management System
6
A quality monitoring tool to verify service systems are in place to ensure that guest will have an excellent experience while in the store.
Service Checklist
7
A sincere “Thank you” should always come first before an apology.
True
8
Who is the first person to enter and last to go out of the store?
Manager
9
Setting goals generally establish a sense of direction that guides the store to have forward- looking target that is aligned with the company’s mission. What template/form is this at the Management Activity Planner?
Target of the month
10
The first thing to do when there is a complaint is listen and empathize.
True
11
Who are authorized to handle the store keys?
Managers
12
We can effectively handle complaints with the use of
7-step gifts
13
This is a summary of list of activities a manager must perform to ensure that his shift runs smoothly through checking of 4Ms.
Management Activity Checklist
14
Mention/give the name and/or the contact number of any support unit who is involved in the investigation of a complaint is allowed.
False
15
It is a valuable communication tool to Managers. It aids the manager on duty to identify issues needs immediate attention for correction in preparation for and during his/ her shift.
Shift issue & Concern and Shift Endorsement Communication
16
This is used to effectively cascade information to store team members and divide the tasks so that all of the required activities involving staff, equipment and products are completed properly each day part.
Gameplan
17
Type of customer feedback wherein a question or a close examination of a matter a search for information is done.
Inquiry
18
Shift Management System aims to achieve High FSC standards and Total Customer Satisfaction and Loyalty and will result to:
Good business and strong brand image
19
Building customer relations and keep in touch with them is the responsibility of
Managers
20
Reviewing of breaklist should be done during PRE-SHIFT.
True
21
This is the step gift formula wherein identifying the root cause, formulating an appropriate action, implementing action plan and monitoring of implementation are done.
Prevent occurrence of the same mistake
22
It is designed to improve equipment life and ensure that these are all operating correctly to avoid any unscheduled breakdown and downtime.
Preventive Maintenance Calendar
23
The Mission of FMS is “We will make it difficult for our customers to send feedback. Every feedback is a gift, we will learn and grow from it. Every complainant will become a goodwill ambassador of the brand.”
False
24
Offering atonement is an offer that the customer can demand or suggest his/her wants in exchange for the inconvenience.
False
25
Effective implementation of safety and security policies are essential in promoting safe possible environment both for employees and customers.
True
26
One of the actions to do when giving verbal reply to the customer’s feedback is by calling and thanking the customer within 10 days.
False
27
This is best time when the manager conducts the travel path.
Before opening the store to customers
28
Why does the Manager conduct Pre-shift, During the shift and Post-shift huddle?
To communicate the gameplan of the day to the store team
29
This is used to help the store manage unnecessary losses by ensuring that utility consumption are within appropriate limits
Utility Monitoring Template
30
When apologizing to the customer, we should admit our mistakes, try to identify who made the mistake and justify our reasons/act.
False