Uniqlo Supervisor Test –
Questions and Answers
Ten Principles of Handling Customer Complaints - -1. Actively encourage
complaints.
2. Be grateful for customer input.
3. Respond promptly with sincerity.
4. Pay attention to your initial response, as it is a critical factor in handling
customer complaints.
5. Always report complaints.
6. Always let the customer completely speak his/her mind. Never argue.
7. Appreciate the customer's concern.
8. Accept returns and exchanges with a smile so customers do not feel
uncomfortable.
9. Do not make up excuses or try to hide mistakes.
-Management Principle 1 - -Respond to customer needs, and create new
customers.
-Management Principle 2 - -Contribute to society, make it better, set it in
motion by acting on good ideas.
-Management Principle 3 - -Maintain your autonomy, and never let any
other company take control.
-Management Principle 4 - -Look reality straight in the eye, adapt to the
times, and actively evolve.
-Management Principle 5 - -Let employees act on their own initiative and
realize their own mistakes; create a flexible organization that puts a priority
on teamwork and respect for each individual.
-Management Principle 6 - -Engage the best talent around the world,
establish a unique corporate identity, develop products and a business style
that will stand as #1 in the eyes of young consumers, and become global in
the truest sense of the word.
-Management Principle 7 - -Remember that product and stores are the
essence of your business; never forget that these are the only two points
where the company comes in direct contact with its customers.
, -Management Principle 8 - -Do what is best for the company as a whole;
make sure all employees work as a group, and that all divisions function as
one.
-Management Principle 9 - -Focus on speed, eagerness to succeed, dramatic
improvement, and getting things done.
-Management Principle 10 - -Be fair and impartial; give praise where praise
is due, and censor those who deserve to be censored; reward employees
only on the basis of their merits.
-Management Principle 11 - -Improve management capabilities, eliminate
all waste, and aim for high efficiency and productivity--all the while
remaining conscious of the bottom line.
-Management Principle 12 - -Thoroughly analyze specific information and
other information relating to successes and failures. Remember what you
learn, and put it into practice the next time around.
-Management Principle 13 - -Welcome challenges. Don't try to avoid
difficulties or competition.
-Management Principle 14 - -Be absolutely professional: stake everything on
results, and win.
-Management Principle 15 - -Make sure all employees share a consistent
long-term vision; that they always do what's right, being attentive to the
little things, the basics; that they continue moving tirelessly in the right
direction, until they have achieved their final goal.
-Management Principle 16 - -Be super alert, and remain focused on
substance, not surface. Work to make your stance as a company even more
attractive to customers than your products.
-Management Principle 17 - -Always think positive, invest in the next step,
have high hopes for the future, and make things come alive.
-Management Principle 18 - -Make sure each individual employee, each
team, and the company as a whole all have clear goals, targets, and a sense
of purpose.
-Management Principle 19 - -Hold both employees and the business itself to
the highest moral standards.
-Management Principle 20 - -Be your own harshest critic; strive to improve
and renew yourself.
Questions and Answers
Ten Principles of Handling Customer Complaints - -1. Actively encourage
complaints.
2. Be grateful for customer input.
3. Respond promptly with sincerity.
4. Pay attention to your initial response, as it is a critical factor in handling
customer complaints.
5. Always report complaints.
6. Always let the customer completely speak his/her mind. Never argue.
7. Appreciate the customer's concern.
8. Accept returns and exchanges with a smile so customers do not feel
uncomfortable.
9. Do not make up excuses or try to hide mistakes.
-Management Principle 1 - -Respond to customer needs, and create new
customers.
-Management Principle 2 - -Contribute to society, make it better, set it in
motion by acting on good ideas.
-Management Principle 3 - -Maintain your autonomy, and never let any
other company take control.
-Management Principle 4 - -Look reality straight in the eye, adapt to the
times, and actively evolve.
-Management Principle 5 - -Let employees act on their own initiative and
realize their own mistakes; create a flexible organization that puts a priority
on teamwork and respect for each individual.
-Management Principle 6 - -Engage the best talent around the world,
establish a unique corporate identity, develop products and a business style
that will stand as #1 in the eyes of young consumers, and become global in
the truest sense of the word.
-Management Principle 7 - -Remember that product and stores are the
essence of your business; never forget that these are the only two points
where the company comes in direct contact with its customers.
, -Management Principle 8 - -Do what is best for the company as a whole;
make sure all employees work as a group, and that all divisions function as
one.
-Management Principle 9 - -Focus on speed, eagerness to succeed, dramatic
improvement, and getting things done.
-Management Principle 10 - -Be fair and impartial; give praise where praise
is due, and censor those who deserve to be censored; reward employees
only on the basis of their merits.
-Management Principle 11 - -Improve management capabilities, eliminate
all waste, and aim for high efficiency and productivity--all the while
remaining conscious of the bottom line.
-Management Principle 12 - -Thoroughly analyze specific information and
other information relating to successes and failures. Remember what you
learn, and put it into practice the next time around.
-Management Principle 13 - -Welcome challenges. Don't try to avoid
difficulties or competition.
-Management Principle 14 - -Be absolutely professional: stake everything on
results, and win.
-Management Principle 15 - -Make sure all employees share a consistent
long-term vision; that they always do what's right, being attentive to the
little things, the basics; that they continue moving tirelessly in the right
direction, until they have achieved their final goal.
-Management Principle 16 - -Be super alert, and remain focused on
substance, not surface. Work to make your stance as a company even more
attractive to customers than your products.
-Management Principle 17 - -Always think positive, invest in the next step,
have high hopes for the future, and make things come alive.
-Management Principle 18 - -Make sure each individual employee, each
team, and the company as a whole all have clear goals, targets, and a sense
of purpose.
-Management Principle 19 - -Hold both employees and the business itself to
the highest moral standards.
-Management Principle 20 - -Be your own harshest critic; strive to improve
and renew yourself.
