Goodrej Nature's Basket Assessment - 12 to 18 months

1. You have just returned from your break and are about to start refilling the milk aisle when a customer approaches you to complain that the apples they bought tasted very bitter.

A: Listen to the customer’s complaint so that you can decide on the best way to help the customer.

B: Suggest that the customer goes to Customer Services as you have been asked to refill the milk aisle.

C: Ask the customer to wait while you go to find a manager to help them.

3. You have a long queue of customers waiting to be served at the cash till. While you are scanning a customer’s shopping one of the products does not scan properly. You need help to find out the product’s price but your colleagues are serving other customers.

A: Apologize to the queue of customers while you call for assistance

B: Suggest that the customers in the queue may want to use another cash till while you wait for a colleague to help you.

C: Suggest that the customer leaves the product if they want to be served quickly.

5. It is a easy morning at the store, you are at the cash till when a customer on seeing his bill starts complaining that he has not been given the offer on the beers he purchased. You are not sure about the xecat nature of the offers currently running in the beer section…You…

A: Call the store manager and get him to deal with the angry customer

B: Politely but assertively inform him that the offer he is mentioning is not reflecting in the system and hence there is nothing you can do about it

C: Escort the customer to the beer section, to check on his query…. Apologize for any miscommunication and clarify the details of the offer which is valid only for a certain brand and not across brands.

7. You are refilling shelves when you notice a customer putting products in a bag that they are carrying rather than a basket or a trolley. The customer could be intending to pay for the products at the cash till but you are unsure.

A: Do not approach the customer and assume that they will pay for the items when they get to the checkout.

B: Go and tell a colleague what the customer is doing and that you think they are shoplifting.

C: Make the customer aware of the staff presence in the store by approaching them and asking if they would like any help.

9. A customer approaches you and starts complaining that your store is ripping off people, to prove his point he shows you two packets of arhara dal, a 1kg packet of Healthy Alternatives Arhar dal which costs 125 rupees and a 500 g packet of Healthy Alternatives organic Arhar dal priced at 152 rupees….he demands to know why the huge price difference …what will you do?

A: Politely tell the customer that to cater to different tastes, the store stocks products of a wide variety and price range and suggest to him that he should go with the product which he is most comfortable purchasing as both products are equally good.

B: Acknowledge his concern and reassure him that both products have been checked for quality…however since the process of growing and sorting organic dals involves a lot of manual work as a result of which they are higher in fiber, proteins and vitamins they are priced higher.

C: Inform him that the store has no control over the prices as they are determined by the manufacturer hence any queries should be addressed directly to them and offer to get him the contact details of the company.

11.For the next two days, you need to attend to an ill family member and accompany him to the doctor’s clinic for some important tests. You have informed your manager that you have a family matter to attend to, however there is a possibility that this may delay your arrival at work by 30-45 mins.... You

A: Assume that your manager will understand as it is not your fault that you are late.

B: Tell your manager in advance that you may be late for work and ensure that you request a colleague to fill in for you in case you are late

C: Try your best to make it in time

12.Your store is a busy one and there is always something that can be done. You have noticed that one of your junior colleagues is often in the back of the store doing nothing especially when additional help is needed on the store floor. You…

A: Quietly mention to your manager that you feel that your colleague has not been contributing to the team and discuss ways in which you can get him to be more involved.

B: Complain loudly to any other colleagues that may be nearby whenever you cannot see your colleague.

C: Throw rank on your junior and ensure that he knows that you are annoyed with him for shrieking work.

14.A customer approaches you in the store and complains that he has not been able to find a brand’s mustard for quite some time now and demands to know why the store has stopped stocking it. You…

A: Carefully explain the reason for the product being out of stock to the customer and recommend a similar product that the customer could use instead.

B: Ask the customer to speak to Customer Services for more information as your knowledge on this subject is limited.

C: Tell the customer about another store where you think they might still be able to buy the product.

16. You are the only cashier working in a small store. A customer asks for help getting a product from the shelf. You would....

A: Tell the customer it's a "self-serve only" store

B: Hand over the customer to another available employee

C: Leave the cash register as is so you don't get locked out of it and go help the customer.

Goodrej Nature's Basket Assessment - 12 to 18 months

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