M&S EXAM WITH 100% COMPLETE
SOLUTIONS (ALREADY PASSED)
When it's quiet in store what would you do to keep busy - Answer- I'd make sure the
store is clean, well presented and fully stoked
Check everything meets hygiene standards
Stay alert and available for customers so if someone comes in they'd be greeted and
helped straight away
If everything is done I'd ask a colleague or manager if there's anything I could help with
What would you say is good customer service - Answer- Delivering a positive and
productive customer experience
Quickly responding and resolving challenges
Extensive product knowledge to respond to customer queries and offer rec
Customer satisfaction is important- shopping exp enhanced by great service means
return to business and more likely to promote company growth in
Where do u see yourself In 5 years - Answer- Hope to have grown within M&S gain
more responsibly an experience, maybe a senior role
Want to continue developing my customer service and teamwork skills and contribute to
a positive environment for both customers and colleagues
See M&S as a place to learn progress and build a long term career while delivering
excellent service
Tell me about a time you solved a problem - Answer- During busy shift- customer got
the wrong food
Needed to fix issue while keeping customer happy
Apologised and explained fine mistake and immediately spoke to kitchen to remake
order- offered complimentary drink and kept customer updated
Customer satisfied with how the issue was handled, thanked my attention and left with
positive impression
Gave excellent service - Answer- Customer at boots struggled to find product and
seemed frustrated
Needed to help them quickly while maintained a calm and professional service for
others
Guided them personally, explained alts of needed and checked back to make sure they
were happy
Customer was satisfied and I received positive feedback
I'd be f same approach to M&S ensuring customers feel valued
SOLUTIONS (ALREADY PASSED)
When it's quiet in store what would you do to keep busy - Answer- I'd make sure the
store is clean, well presented and fully stoked
Check everything meets hygiene standards
Stay alert and available for customers so if someone comes in they'd be greeted and
helped straight away
If everything is done I'd ask a colleague or manager if there's anything I could help with
What would you say is good customer service - Answer- Delivering a positive and
productive customer experience
Quickly responding and resolving challenges
Extensive product knowledge to respond to customer queries and offer rec
Customer satisfaction is important- shopping exp enhanced by great service means
return to business and more likely to promote company growth in
Where do u see yourself In 5 years - Answer- Hope to have grown within M&S gain
more responsibly an experience, maybe a senior role
Want to continue developing my customer service and teamwork skills and contribute to
a positive environment for both customers and colleagues
See M&S as a place to learn progress and build a long term career while delivering
excellent service
Tell me about a time you solved a problem - Answer- During busy shift- customer got
the wrong food
Needed to fix issue while keeping customer happy
Apologised and explained fine mistake and immediately spoke to kitchen to remake
order- offered complimentary drink and kept customer updated
Customer satisfied with how the issue was handled, thanked my attention and left with
positive impression
Gave excellent service - Answer- Customer at boots struggled to find product and
seemed frustrated
Needed to help them quickly while maintained a calm and professional service for
others
Guided them personally, explained alts of needed and checked back to make sure they
were happy
Customer was satisfied and I received positive feedback
I'd be f same approach to M&S ensuring customers feel valued
