Cebu Module 7 Being A Hero Quiz

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  • 1/19 Questions

    How much does a customer get deducted for the use of a Flex Label?

    • $5
    • $7
    • $10
    • $12
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About This Quiz

Test your knowledge of Module 7: Being a Hero. Good luck!

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  • 2. 

    "RAN" stands for:

    Explanation
    "RAN" stands for Return Authorization Number, which is a unique identifier given to a customer when they request to return a product. This number helps the company track and process the return efficiently. The variations in capitalization (Return Authorization Number, return authorization number, RETURN AUTHORIZATION NUMBER) do not affect the meaning of the acronym.

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  • 3. 

    What is the first thing we should do if a customer calls in stating they received a damaged item?

    • Do a replacement order

    • Request a credit

    • Apologize

    • Request a damaged in transit notification

    Correct Answer
    A. Apologize
    Explanation
    If a customer calls in stating they received a damaged item, the first thing we should do is apologize. This shows empathy and acknowledges the customer's frustration or disappointment. Apologizing helps to build rapport with the customer and demonstrates that we value their satisfaction. It also sets the tone for the conversation and allows us to proceed with finding a suitable solution, such as offering a replacement order or requesting a credit.

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  • 4. 

    What does the "T.I.P." in T.I.P Fix stand for?

    • Toolbox, Issue, Probe

    • Try, Initiate, Problem solve

    • Tell, Investigate, Pre-determine

    Correct Answer
    A. Toolbox, Issue, Probe
    Explanation
    The "T.I.P." in T.I.P Fix stands for Toolbox, Issue, Probe. This means that in the T.I.P Fix process, the first step is to gather all the necessary tools, equipment, and resources needed to address the issue. Then, the issue itself is identified and clearly defined. Finally, a thorough investigation or probing is conducted to determine the root cause of the issue and find a solution.

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  • 5. 

    From the date the order reaches their doorstep, a customer has how many days to initiate a return?

    • 7 days

    • 10 days

    • 14 days

    • 21 days

    Correct Answer
    A. 14 days
    Explanation
    A customer has 14 days to initiate a return from the date the order reaches their doorstep. This means that they have two weeks to decide if they want to return the item they received. This timeframe allows the customer enough time to inspect the product, try it out, and determine if it meets their expectations or if there are any issues with it. If they decide to return it, they should do so within this 14-day period to ensure they are eligible for a refund or exchange.

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  • 6. 

    What is the maximum amount you can credit a customer?

    • 10%

    • 25%

    • 50%

    • 100%

    Correct Answer
    A. 50%
    Explanation
    The maximum amount that can be credited to a customer is 50%. This means that the customer can receive a credit of up to half of the original amount. This limit ensures that the customer does not receive an excessive credit that could potentially lead to financial losses for the business.

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  • 7. 

    You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When requesting a credit for an omitted coupon, it is necessary to enter the exact coupon code into the note. This implies that any deviation or error in entering the code may result in the credit request being rejected or not processed. Therefore, it is crucial to accurately input the coupon code to ensure that the credit is successfully applied.

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  • 8. 

    You can send a Flex label to a Canadian customer.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    You cannot send a Flex label to a Canadian customer. Flex labels are only available for customers in the United States.

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  • 9. 

    How many business days should the customer hold on to the package if there is carrier damage?

    • 5 Days

    • 7 Days

    • 10 Days

    • They should send it back right away

    Correct Answer
    A. 10 Days
    Explanation
    The customer should hold on to the package for 10 days if there is carrier damage. This allows enough time for the customer to assess the damage, contact the carrier, and initiate the necessary steps for filing a claim or returning the package. Holding on to the package for this duration ensures that the customer has sufficient time to address the issue and take appropriate action.

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  • 10. 

    Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case as credit requests may require verification, approval, or additional information before they can be processed and the customer's card can be credited.

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  • 11. 

    When you request a credit for an omitted coupon, it is based off of the order's:

    • Subtotal

    • Grand total

    • Subtotal plus taxes

    • Subtotal plus shipping

    Correct Answer
    A. Subtotal
    Explanation
    When you request a credit for an omitted coupon, it is based off of the order's subtotal. This means that the credit will be calculated based on the total amount of the order before any taxes or shipping charges are added. The subtotal is the sum of all the individual item prices in the order. Therefore, the credit will be determined by considering only the subtotal amount.

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  • 12. 

    You can update an address on an order that is complete, and that is not going UPS.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement implies that you can update an address on a complete order that is not being shipped via UPS. However, this is not true. Once an order is complete, the address cannot be updated as it has already been processed for shipping. Therefore, the correct answer is false.

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  • 13. 

    You can credit the customer right away if you have requested a trace investigation on the order.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    If you have requested a trace investigation on an order, it means that there is an issue or problem with the order that needs to be resolved. In such cases, it is not appropriate to credit the customer right away because the investigation is still ongoing and the issue has not been resolved yet. Crediting the customer before the investigation is complete may result in a loss of revenue for the company if it is later determined that the customer was not entitled to a refund or credit. Therefore, the correct answer is False.

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  • 14. 

    What are the 3 possible resolutions if a customer is missing items?

    • Credit

    • Replacement Order

    • Check with the post office

    • Parts and Pieces

    Correct Answer(s)
    A. Credit
    A. Replacement Order
    A. Parts and Pieces
    Explanation
    The three possible resolutions if a customer is missing items are credit, replacement order, and parts and pieces. Credit refers to providing a refund or credit to the customer for the missing items. Replacement order means sending a new order to the customer to replace the missing items. Parts and pieces suggest that the missing items may be sent separately as individual components or parts. Checking with the post office is not mentioned as a possible resolution for missing items.

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  • 15. 

    It is ok for a customer to do an exchange, and to add any items they would like to the new order.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers have the option to do an exchange, which means returning a purchased item and receiving a replacement. In addition to the exchange, customers are also allowed to add any other items they would like to the new order. This provides flexibility for customers to not only replace a product but also make additional purchases if desired. Therefore, it is correct to say that it is okay for a customer to do an exchange and add any items they would like to the new order.

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  • 16. 

    If a customer is requesting a credit for a coupon they forgot to use, which tab do we look at first while checking the order?

    • Discounts

    • Credits

    • Case Notes

    • Related Work Items

    Correct Answer
    A. Discounts
    Explanation
    When a customer requests a credit for a coupon they forgot to use, the first tab to check while checking the order is the "Discounts" tab. This is because the coupon would have been applied as a discount on the order, and by checking the Discounts tab, we can verify if the coupon was indeed applied or not. If the coupon was not applied, then further investigation or action can be taken to provide the customer with the credit they are requesting.

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  • 17. 

    The exchange coupon is stackable with another coupon code.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement suggests that the exchange coupon can be used in conjunction with another coupon code. This means that a customer can apply both the exchange coupon and another coupon code to their purchase, potentially maximizing their savings.

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  • 18. 

    You can initiate a RAN for a ShopRunner customer.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement suggests that it is possible to initiate a RAN (Return Authorization Number) for a customer who is a member of ShopRunner. This implies that ShopRunner offers a system or process for customers to request a return authorization number for their purchases. Therefore, the given answer "True" indicates that it is indeed possible to initiate a RAN for a ShopRunner customer.

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  • 19. 

    In what instances would you waive a flex label fee? Check all that apply:

    • An item is damaged due to manufacturer error

    • An incorrect item was sent

    • The customer does not like the product

    • The customer ordered the wrong size

    Correct Answer(s)
    A. An item is damaged due to manufacturer error
    A. An incorrect item was sent
    Explanation
    The instances in which a flex label fee would be waived are when an item is damaged due to manufacturer error and when an incorrect item was sent. In both of these cases, the responsibility lies with the seller or manufacturer for the error or damage, so it would be unfair to charge the customer for the return shipping.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 20, 2012
    Quiz Created by
    Anina

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