Ultimate Knowledge Trivia Quiz On Customer Service!

17 Questions

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Ultimate Knowledge Trivia Quiz On Customer Service!

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Questions and Answers
  • 1. 
    Where can you locate current and past promotions?  
    • A. 

      Knowledgebase

    • B. 

      Webstore

    • C. 

      Serenade- Promotions

  • 2. 
    How is shipping charged when there is more than one Ship-To Address?
    • A. 

      Shipping charges remain the same regardless of how many "ship-to" there are

    • B. 

      Each ship-to is charged separately

    • C. 

      Every two "ship-to" get charged together

  • 3. 
    • A. 

      Serenade

    • B. 

      Webstore

    • C. 

      Knowledgebase

    • D. 

      Samples on Production Floor

  • 4. 
    • A. 

      Place order on hold

    • B. 

      Customer Action Note

    • C. 

      Send it as a chat to your supervisor

    • D. 

      Open an Escalation Tickler

  • 5. 
    • A. 

      Customer has a long name

    • B. 

      International Address

    • C. 

      Customer has a long email address

  • 6. 
    A customer wants to use a Purchase Order, how would you proceed?
    • A. 

      Advise that we are not able to provide the customer with a Purchase Order

    • B. 

      Advise the customer to fax or email the order and we will provide a quote

    • C. 

      Advise the customer to walk into our National Geographic store in Washington DC

    • D. 

      Advise the customer to go online and fill out the Purchase Order request

  • 7. 
    Which scenario below would require for you to leave an Order Message? 
    • A. 

      When a customer places an order with their spouses credit/debit card.

    • B. 

      When a customer placed an order with more than 2 items

    • C. 

      When providing the customer with discount

    • D. 

      Anytime something unusal happens on an order

  • 8. 
    What Fast Path is used to create a customer account?
    • A. 

      OMOE

    • B. 

      WCST

    • C. 

      ORDE

    • D. 

      CSTA

  • 9. 
    • A. 

      Removal from the catalog mailing list

    • B. 

      Providing general product info

    • C. 

      Customer asking about our website

  • 10. 
    • A. 

      DEFCAT

    • B. 

      DEFCATC

    • C. 

      DEFORD

    • D. 

      CATALO

  • 11. 
    If a customer places an order at 2:00 PM on Wednesday and requests 2-day delivery, when should the customer receive the order?
    • A. 

      Friday

    • B. 

      Saturday

    • C. 

      Monday

    • D. 

      Tuesday

  • 12. 
    If a customer places an order at 9:00 AM on Monday and requests 2-day delivery, when should the customer receive the order?
    • A. 

      Tuesday

    • B. 

      Wednesday

    • C. 

      Thursday

    • D. 

      Friday

  • 13. 
    What disposition would you use if the customer is calling to check the status on a back ordered item?
    • A. 

      Back Order Inquiry

    • B. 

      Catalog Request

    • C. 

      Billing or Refunds

    • D. 

      Product Inquiry

  • 14. 
    What disposition would you use if the customer is calling to request a Catalog?
    • A. 

      Back Order Inquiry

    • B. 

      Catalog Request

    • C. 

      Billing or Refunds

    • D. 

      Product Inquiry

  • 15. 
    What disposition would you use if the customer is calling to see if a specific item is available and does not end up placing the order?
    • A. 

      Back Order Inquiry

    • B. 

      Catalog Request

    • C. 

      Billing or Refunds

    • D. 

      Product Inquiry

  • 16. 
    What disposition would you use if the customer receives the incorrect item?
    • A. 

      Return Inquiry/ Instructions

    • B. 

      Return- Warehouse Mis-ship

    • C. 

      Return- Damaged Merchandise

    • D. 

      Hang Up/ Wrong Phone Number

  • 17. 
    What disposition would you use if you end up transferring the customer to the Magazine Division?
    • A. 

      Website Complaint

    • B. 

      Referred to Magazines

    • C. 

      Referred to Other

    • D. 

      Hang Up/ Wrong Phone Number