Customer Service and Sales
What the domain covers
Customer service covers what happens before, during and after a sale. The exam tests service quality, the sales conversation, complaint handling and consumer rights in an Indian retail setting.
Core rules and concepts
- Service sequence: greet, listen, ask needs, present options, handle objections, close, confirm payment, pack, thank and follow up.
- Service quality: speed, accuracy, courtesy, product knowledge, clean environment and reliable promises.
- Sales process: approach, need discovery, presentation, objection handling, close and after-sales.
- Complaint handling: listen without arguing, apologise for inconvenience, verify bill or warranty, offer a remedy under store policy and law, record the action.
- Consumer rights: safety, information, choice, redressal and a receipt. A GST bill supports returns and warranty claims.
- Do not promise refunds, delivery dates or discounts beyond written policy.
Worked example
A customer returns a sealed food packet within expiry but after the stated return window, claiming the packet was damaged. Check the bill, batch code and seal. Inspect the product without opening it. If damage is visible and the supplier accepts claims, offer a replacement under policy; if not, escalate to the manager and record the complaint. Do not resell a damaged food item because food safety rules apply.
Traps that cost marks
Arguing with the customer; offering a cash refund without authority; ignoring the bill or warranty; promising a replacement when stock is absent; failing to document the complaint; confusing courtesy with giving away free goods.