GM Certification Test Questions with Answers
1. list five total customer service standards - Answer-•Smile and say hello
•Help find shoes and accessories
•offered shoe perks and shoes to you
•Engage customers of the concept
•Say thank you
2. how do you ensure that your team knows...
GM Certification Test Questions with
Answers
1. list five total customer service standards - Answer-•Smile and say hello
•Help find shoes and accessories
•offered shoe perks and shoes to you
•Engage customers of the concept
•Say thank you
2. how do you ensure that your team knows and understands the total customer service
standards - Answer-•Provide all Associates with the TCS standard business card
•Review TCS standards regularly
•Quiz Associates periodically to verify they have retained the information
3. what indicators measures a stores Effectiveness in delivering total customer service -
Answer-• customer feedback survey results
• sales + / -
• number of complaints / compliments
• traffic conversion
• units per transaction
• dollars per transaction
4. what is our mission statement - Answer-• it is our mission to provide a fun and
exciting shoe shopping experience that brings joy to all
5. Why is the Mike pre-planned so important - Answer-• It is used to plan the
merchandise Focus necessary to achieve the daily sales and margin goals
• It reminds managers who use the cart items selective Form daily.
6. what are the five main parts of maintaining the Shoe Carnival concept - Answer-1.
driving sales
2. making announcements
3. customer relations in front-end service
4. operational standards
5. planning and monitoring sales
7. what are several things you should reference when filling out the hourly goals &
breaking/aisle - Answer-• week to date sales
• margin goals for the week /month /year YTD
•Comp Sales
• weekly schedule (for ensuring Associates take appropriate breaks)
9. Why is so important for the mic person to drive business - Answer-•By driving the
business the Mic Person can run special that capitalize on the current store traffic and
demographics.
10. when business is slow, what is the most effective way to serve customers? What
are some of the advantages of the approach? - Answer-1. To avoid sounding insincere
or startling the customer, don't use the Mic to greet them.
2. Use the one -on-one approach to greet customers and ask how you can help them.
3. Personally lead customers to the area or product they are shopping for
4.. If the store is to busy, once you direct the customer to the appropriate aisle, use the
Mic to page an associate
11. what are the two primary goals of visual merchandising - Answer-1. To tree a
uniform and consistent visual presentation in all Shoe Carnival stores.
2. To Highlight the right product in the right place at the right time
12. Adjustments are often needed to Mic Specials based on the desired results. What
are several factors that could necessitate a change? - Answer-•Sale Goals -by
department or as a whole
•Margin - too low (must be rasied) or too high (opportunity for more clearance
liquidation)
• Customer Flow - demographics
•Merchandise-running out of an item ,ineffective global rotations
13. What are the 6 components of a product special announcements? - Answer-1.
attention
2. Location
3. Item
4. Price
5. Time
6. Repeat
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