Customer Service Class 9 NCERT Solutions help students understand the core principles of assisting customers in various situations.
Customer Service Class 9 NCERT Solutions
Session 1: Customer Needs and Service
A. Fill in the Blanks
Q. _ consumers will not only become customers but also promote the retail store.
Show Answer ⟶Q. __ is necessary for organisms (customers) to live a healthy life.
Q. Customers need to be __ about a variety of different products and services.
Show Answer ⟶Q. Designing _ solutions for enhancing the effectiveness of promotions and loyalty programmes.
B. Multiple Choice Questions
Q. Based on products, customers need to be divided into how many types?
(a) Two
(b) Three
(c) Four
(d) None of the above
Q. Tangible products are __.
(a) soap
(b) electronic gadgets
(c) bicycle
(d) All of (a), (b) and (c)
Q. Customer service is the provision of service to customers _.
(a) before purchase
(b) during purchase
(c) after purchase
(d) All of (a), (b) and (c)
Q. Which is not an element of good customer service?
(a) Communications skills
(b) Art of listening to customers
(c) Monitoring and measuring effectiveness
(d) Argument with customer
Q. Which of the following is not an advantage of providing customer services?
(a) Serve customers better
(b) Decrease customer revenues
(c) Acquiring new customers
(d) Sell products more effectively
C. True or False
Q. The customer is the one who consumes or utilises any product or service for his/her personal requirement or need.
Show Answer ⟶Q. Customer’s needs are the stepping stone to all modern marketing concepts.
Show Answer ⟶Q. Customer’s needs can be divided into three types.
Show Answer ⟶Q. The businessman has to extend a warm welcome to the customer and greet him/her graciously.
Show Answer ⟶Q. Companies have not worked hard to increase their customer satisfaction levels.
Show Answer ⟶D. Short Answer Questions
Q. Who is a customer?
Answer: A customer is someone who purchases a product or service.
Q. How is customer service helpful in acquiring new customers?
Answer: The customer service is helpful in acquiring new customers because happy customers share their experiences and bring the new customer.
Q. What is the significance of customers’ feedback?
Answer: Customer feedback helps to point your business in the direction it needs to go. Customers feedback helps to know what customers want, and it helps you stay ahead.
Q. Effective communication isn’t simply a one-way proposition. Explain?
Answer: Effective communication is not only about talking; it is about connecting. It is a two-way process where both speaker and listener play important roles. Effective communication helps to build trust, solves problems and helps the customer more effectively.
Q. What are the ways to build a rapport with the customers?
Answer: The ways to build a rapport with the customers are:
- Pay attention to what the customer is saying.
- Use the customer name during the communication.
- Be empathetic to their concerns.
Session 2: Effective Customer Service
A. Fill in the Blanks
Q. Always remember that a _ customer will contribute to your business for years.
Show Answer ⟶Q. __ building with customers over the phone is so important to provide a good service or increase sales.
Show Answer ⟶B. State whether the following are true or false.
Q. All customers should be approached using the same style.
Show Answer ⟶Q. When the customer is angry, allow them to vent without interruption.
Show Answer ⟶C. Short Answer Questions
Q. Why should a retailer be a good listener?
Answer: A retailer should be a good listener because it helps them to understand the customer’s needs, preferences and concerns.
Q. Every retailer should know the value of an apology. Elaborate.
Answer: When something goes wrong, then the retailer cares about the customer’s experience. Mistakes can happen, but a genuine apology can turn a negative situation into trust.
Q. Why is it important to build a rapport with a customer?
Answer: Building rapport with a customer creates a friendly and trusting connection. When customers feel comfortable, then they are more likely to stay loyal and recommend the retailer to others.
Session 3: Organisation Standards
A. Fill in the Blanks
Q. ____________ is an important aspect of personal appearance.
Show Answer ⟶Q. Quarter, half and full sleeve ___ must be covered at all times.
Show Answer ⟶B. State whether the following are true or false.
Q. The hair should not be of a colour more unnatural than human hair colour.
Show Answer ⟶Q. An employee’s dress code must be unique in all aspects, like age, gender, religion and culture.
Show Answer ⟶Q. Dangling earrings, noisy anklets and bangles can be worn on the floor.
Show Answer ⟶Q. Only frontline staff in the store should wear a prescribed uniform every day.
Show Answer ⟶Q. Try working with rather than against openly competitive colleagues.
Show Answer ⟶C. Long Answer Questions
Q. Discuss the standards for staff appearance.
Answer: The retail staff must maintain a neat, clean and professional appearance to create a positive impression on customers. This includes clean and ironed uniforms, keeping hair tidy and naturally coloured, staff wearing identity cards, etc.
Q. What are the precautions to be taken by male and female staff while working in a retail store?
Answer: The precautions to be taken by male and female staff while working are:
Male staff
- The prescribed uniform should be neat and clean and ironed.
- Hair must be short, clean and tidy.
- One is expected to have a clean-shaven look.
- Nails should be cut or trimmed neatly at regular intervals.
- Avoid earrings and bracelets during official hours.
Female staff
- No flowers hooked on the hair are desirable.
- Avoid dark-coloured nail paints and long nails.
- No heavy jewellery should be worn.
- Don’t wear dangling earrings, noisy anklets and bangles on the floor.
- Apply light make-up.
Q. How should one deal with customers, superiors and colleagues while working in a retail store?
Answer: To deal with customers, superiors and colleagues while working in a retail store:
Dealing with customers
- Every salesman should encounter, meet or talk to the customer.
- Treat everyone with respect and dignity.
Dealing with colleagues
- A salesperson should behave decently and politely with his/her colleagues in the organisation.
- Being overcompetitive should be avoided; this is a negative thing. Try working with, rather than against, openly competitive colleagues.
- Avoid misunderstandings with colleagues.
Session 4: Customer Expectation
A. Fill in the Blanks
Q. Customer expectations are rising __ in modern times.
Show Answer ⟶Q. Most customers still want a personal _ experience.
Show Answer ⟶Q. Every customer’s needs are dependent on the availability of _ in product.
Show Answer ⟶B. State whether the following are true or false.
Q. ‘Expectations’ are the anticipated circumstances of purchase.
Show Answer ⟶Q. Customer service decision-makers meet the expectations.
Show Answer ⟶Q. Service conversations with customers are also an investigation of the customers’s needs and expectations.
Show Answer ⟶Q. It makes sense to look at the part of the group of customers for feedback in parts.
Show Answer ⟶C. Short Answer Questions
Q. Why is there a need to identify customer expectation?
Answer: Identifying customer expectations is very important because it helps retailers to understand what customers truly need and customer satisfaction. When expectations are not met, customers may feel disappointed and choose to shop elsewhere.
Q. How can the retail store efficiently meet the customers’ expectations?
Answer: The retail stores can meet customer expectations efficiently by focusing on a few aspects, like proper organising of the product, training the staff, other product options, responding quickly, etc.
Q. How can one respond to a customer appropriately?
Answer: To respond to the customer appropriately, you should:
- Listen carefully to what the customer says.
- Stay calm and polite.
- Provide clean and honest answers.
- Offer solutions quickly.
- Use positive language.
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