Reference no: EM133043483
SCORING GUIDES Question 1-(Job: Front-end Grocery Store Supervisor)
Suppose you were the supervisor on duty during a particularly busy day. You notice one of your employees should have their had their break over an hour ago and the line-ups at the check-out are getting longer. What do you, as the supervisor, do next?
Answer Scoring Guide
1. Hopes the casher doesn't notice and keeps working until the rush slows down
3. Tells the last customer standing in the cashier's lineup that they will be closing after them and place the "closed" sign on the conveyor belt.
5. Immediately tells the cashier of the mistake, takes their place at the register, and fills in for the cashier until they return from break
Calls another department cashier to the front of the store and opens another checkout to divvy up the lineups and allows the cashier to close and go on break.
Question 2 -- (Job: Big Box Retail Store, such as Walmart, Best Buy, Winners)
Part of the job involves giving good customer service to customers who may be upset or angry. How would you deal with an upset customer looking to return an expensive item without a receipt?
Answer Scoring Guide
- Apologizes to the customer and explains return policy. If they still were insistent, gets the manager so they can handle it.
- Apologizes to the customer, explains return policy and tries to find the receipt in the system. If it can't be found, offers them a gift card for the price of the item. If that doesn't resolve situation, gets manager to handle it.
- Apologizes to the customer, explains return policy and tries to find the receipt in the system. If it can't be found, offers them a gift card for the price of the item. If that doesn't resolve it, processes refund to make customer happy and then finds a way to balance the "return-without-a-receipt" process in the system (with the help of the manager if they don't know procedure)
ANSWER THE QUESTION
Are these questions above effective in drawing out the responses the interviewer is seeking? Why or why not? (5 points)
Please explain in details.
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