Store Management WASSCE (SC), 2019

Question 6

 

  1. Zon-Bon Ltd deals in electronics. Uyor  a regular customer intend to make purchases. State four customer services Zon-Bon Ltd would offer to Uyor

  2. Explain organizational culture as it relates to:

i     attitude to customer;

ii    relationship with co-workers;

iii   relationship with boss;

iv    dress code

Observation

 

  1. Candidates performance was okay, most of the candidates were able to answer question 1a correctly

  2. Part (b) of the question was fairly attempted by the candidates.

The following are some of the required answers.


    a. Customer Service

  1. Demonstration on how to use a product.

  2. Assisting customers to set up facilities to keep their products after being purchased.

  3. Provision of delivery services.

  4. Providing special packaging for products sold to customers.

  5. Provision of installation services to the customer.

  6. Quick response to customers’ inquiry and complaints.

    b. Organizational Culture

  1. Attitude to customers: Customers are more likely to respond in a positive way when your customer service approaching, action-driven and friendly.

  2. Relationship with co-workers; Developing good relationship with colleagues reduces tension and stress at work place and makes the environment free and comfortable to work in.

  3. Relationship with boss: the boss and the employee relationship should be that of trust and understanding which enhances company’s productivity.

  4. Dress code: This is the set of rules made by an organization, specifying the type of clothing to be worn by employees.