Cebu Modules 1-8 Final Exam 2012
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A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?
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Apologize, and tell her it's impossible.
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You place the order and assure the customer the package will arrive on Saturday.
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You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
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The 'Cebu Modules 1-8 Final Exam 2012' assesses knowledge related to customer service operations for CE brands, including product inventory, price guarantees, customer communication methods, and shipping cost determinations. It is essential for employees in e-commerce customer support roles.
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- 2.
How many coupons or promotional codes is a customer allowed to use during a purchase?
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Only one coupon
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One for shipping and one other coupon
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We don't allow coupons
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It is up to the representative
Correct Answer
A. Only one couponExplanation
A customer is only allowed to use one coupon during a purchase. This means that they can apply a single coupon code or promotional code to receive a discount or special offer. They cannot combine multiple coupons or promotional codes for the same purchase.Rate this question:
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- 3.
How many sales offers are you required to make during a CE sales call?
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None
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Four
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Three
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At least one
Correct Answer
A. ThreeExplanation
During a CE sales call, you are required to make three sales offers. This means that you need to present three different options or solutions to the customer in order to meet their needs and convince them to make a purchase. Making multiple offers allows you to provide a range of choices and increase the likelihood of closing a sale.Rate this question:
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- 4.
How much does a customer get deducted for the use of a Flex Label?
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$14
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$10
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$7
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$12
Correct Answer
A. $7Explanation
A customer gets deducted $7 for the use of a Flex Label.Rate this question:
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- 5.
"RAN" stands for Return Authorization Number.
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True
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False
Correct Answer
A. TrueExplanation
The given statement is true because "RAN" does indeed stand for Return Authorization Number. This is a common term used in customer service and retail industries to refer to a unique identification number assigned to a product return or exchange. The RAN helps track and process returns efficiently, ensuring that the correct item is returned to the customer or a refund is issued appropriately.Rate this question:
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- 6.
What is the first thing we should do if a customer calls in stating they received a damaged item?
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Transfer the call to the helpline
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Get a floorwalker
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Apologize
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Ask for the order number
Correct Answer
A. ApologizeExplanation
If a customer calls in stating they received a damaged item, the first thing we should do is apologize. Apologizing shows empathy and acknowledges the customer's frustration or disappointment. It also helps to build trust and rapport with the customer, showing them that their concerns are being taken seriously. By apologizing, we can then proceed to address the issue and find a solution to resolve the problem.Rate this question:
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- 7.
How long is your wrap up time?
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10 secs
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15 secs
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40 secs
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1 min
Correct Answer
A. 15 secsExplanation
The wrap-up time refers to the amount of time taken by a person to complete any remaining tasks or activities after a call or interaction with a customer. In this case, the correct answer is 15 seconds, which means that it takes approximately 15 seconds for the person to finish any necessary tasks or notes after a call.Rate this question:
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- 8.
When you need to use the restroom, which log out code should you choose?
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Unavailable
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Break
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Personal
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After Call Work
Correct Answer
A. PersonalExplanation
The correct answer is "Personal." When you need to use the restroom, you should choose the "Personal" log out code. This code indicates that you are taking a personal break or time away from work for personal reasons, such as using the restroom. By selecting this code, it helps keep track of your availability and ensures that others know you are temporarily unavailable.Rate this question:
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- 9.
What are personalized banners made of?
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Paper
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Vinyl
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Leather
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Aluminum
Correct Answer
A. VinylExplanation
Personalized banners are made of vinyl because vinyl is a durable and versatile material that is commonly used for outdoor signage. It is weather-resistant, can withstand harsh conditions, and is easy to clean. Vinyl banners also have vibrant colors and can be customized with graphics and text. This makes vinyl the ideal choice for creating personalized banners that can be used for events, advertising, or promotional purposes.Rate this question:
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- 10.
If there is a ____ or ____ in the tracking number, then the package will be delivered by the post office. Choose 2 answers.
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PT
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XX
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YW
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PO
Correct Answer(s)
A. PT
A. YWExplanation
If the tracking number contains either "PT" or "YW", it indicates that the package will be delivered by the post office.Rate this question:
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- 11.
___________ means to identify with the feelings, thoughts and attitudes of another.
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Compassion
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Apathy
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Empathy
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Courtesy
Correct Answer
A. EmpathyExplanation
Empathy refers to the ability to understand and share the feelings, thoughts, and attitudes of another person. It involves putting oneself in someone else's shoes and experiencing their emotions and perspectives. Unlike apathy, which is a lack of interest or concern, empathy requires actively engaging with and connecting to another person's experiences. Compassion, on the other hand, is the feeling of deep sympathy and concern for the suffering or misfortune of others. While courtesy relates to polite behavior and manners, it does not necessarily involve understanding or sharing another person's emotions.Rate this question:
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- 12.
PEP stands for:
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Personal, energetic, polite
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Personal, empathetic, positive
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Proactive, enthusiastic, pertinent
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Penguins eat perch
Correct Answer
A. Personal, empathetic, positiveExplanation
PEP stands for Personal, empathetic, positive. This acronym is often used in customer service or communication training to highlight the qualities and behaviors that are important in building strong relationships with customers or clients. Being personal means showing genuine interest and care, empathetic means understanding and relating to the emotions and experiences of others, and positive means maintaining a constructive and optimistic attitude. These qualities help create a positive and meaningful interaction, fostering trust and satisfaction.Rate this question:
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- 13.
Communicating clearly and effectively can be as simple as slowing down and enunciating your words.
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True
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False
Correct Answer
A. TrueExplanation
Slowing down and enunciating your words can help improve communication by ensuring that your message is clear and easily understood by others. When we speak too quickly or mumble, it can lead to misunderstandings and confusion. By taking the time to speak slowly and pronounce our words clearly, we give others the opportunity to process and comprehend our message more effectively. This can enhance overall communication and prevent miscommunication. Therefore, the statement "Communicating clearly and effectively can be as simple as slowing down and enunciating your words" is true.Rate this question:
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- 14.
Which of the following is not of the CE brands?
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Birthday Express
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Halloween Express
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Costume Express
Correct Answer
A. Halloween ExpressExplanation
Halloween Express is not a CE brand because it is specifically focused on Halloween costumes and accessories, while CE brands typically refer to Costume Express brands that offer a wide range of costumes for various occasions.Rate this question:
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- 15.
How does Buy Costumes determine the shipping cost for an order?
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Total dollar amount of the order
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Destination of the order
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Total weight of the order
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Based entirely on delivery date
Correct Answer
A. Total weight of the orderExplanation
Buy Costumes determines the shipping cost for an order based on the total weight of the order. The heavier the order, the higher the shipping cost will be. This is a common practice among many online retailers as shipping costs are often calculated based on the weight of the package. The total weight of the order helps Buy Costumes estimate the shipping fees and ensure that customers are charged accordingly for the delivery of their order.Rate this question:
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- 16.
Which orders get guaranteed promise dates for delivery?
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Domestic orders
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International orders
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All orders
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Only orders with Express and Premium service
Correct Answer
A. Domestic ordersExplanation
Domestic orders get guaranteed promise dates for delivery. This means that the seller ensures a specific date for the delivery of domestic orders. This may be due to various factors such as the proximity of the seller's warehouse to the customer's location, efficient domestic shipping networks, or agreements with local delivery services. International orders, on the other hand, may have longer delivery times due to customs clearance, longer shipping distances, and potential delays in international shipping. Therefore, domestic orders are more likely to have guaranteed promise dates for delivery compared to international orders.Rate this question:
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- 17.
BuyCostumes and Celebrate Express ship to army bases.
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True
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False
Correct Answer
A. TrueExplanation
The statement is true because both BuyCostumes and Celebrate Express ship their products to army bases. This means that customers who are stationed on army bases can order costumes and party supplies from these companies and have them delivered directly to their location. This is a convenient service for military personnel who may not have easy access to physical stores or who may be stationed in remote locations.Rate this question:
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- 18.
What is a guaranteed promise date for domestic packages?
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The date theipackage will leave our distribution center
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The date the order will be processed
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The date the package will be delivered to the customer's doorstep
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None of the above
Correct Answer
A. The date the package will be delivered to the customer's doorstepExplanation
A guaranteed promise date for domestic packages refers to the date when the package will be delivered to the customer's doorstep. This means that the delivery is guaranteed to happen on or before this specific date, ensuring that the customer receives their package within the promised timeframe.Rate this question:
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- 19.
A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?
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Tell the customer how stupid they are for ordering so late.
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Place the order and provide a guaranteed delivery date.
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Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
Correct Answer
A. Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.Explanation
It is important to address the customer's request and place the order for them. However, it is necessary to inform them about the limitations of guaranteeing delivery dates for international orders due to customs procedures. This ensures that the customer is aware of the potential delay and can make an informed decision.Rate this question:
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- 20.
During the checkout process, when does the customer learn of their delivery date?
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After entering their credit card information
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When the customer chooses their method of delivery.
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After the order has been submitted.
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Before adding the items to the customer's shopping cart.
Correct Answer
A. When the customer chooses their method of delivery.Explanation
The customer learns of their delivery date when they choose their method of delivery during the checkout process. This makes sense because the delivery date is dependent on the chosen method of delivery.Rate this question:
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- 21.
Anytime you touch an order, it's always necessary to create a case note on the account.
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True
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False
Correct Answer
A. TrueExplanation
Creating a case note on the account whenever an order is touched is necessary because it helps in keeping track of any changes or updates made to the order. It serves as a record of the actions taken on the order, which can be useful for future reference or for resolving any issues that may arise. Additionally, case notes provide a clear communication channel between different team members who may be working on the same order, ensuring that everyone is aware of the latest developments. Therefore, it is important to create a case note whenever an order is touched.Rate this question:
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- 22.
What is the maxium amount you can credit a customer?
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10%
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25%
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50%
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100%
Correct Answer
A. 50%Explanation
The maximum amount you can credit a customer is 50%. This means that you can give the customer up to 50% of the total amount they owe as a credit.Rate this question:
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- 23.
What are the correct steps of transferring a call to a supervisor?
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Bring up dial pad, dial 262-901-2000 on the agent phone, place caller on hold, enter supervisor's extention on the Softphone, click transfer immediately.
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You can only transfer calls to a skill, not a particular person.
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Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button
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You cannot transfer any calls, let the customer know a supervisor will call them back.
Correct Answer
A. Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer buttonExplanation
To transfer a call to a supervisor, the correct steps are to first place the caller on hold. Then, bring up the dial pad on the agent phone and dial 262-901-2000. Enter the supervisor's extension on the Softphone. Next, explain the situation to the supervisor and finally, click the transfer button.Rate this question:
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- 24.
All personalized photo items take an additional 1-2 business days (which is automatically factored into the guaranteed delivery date) with the exception of the:
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Invitations
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Photo banner
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Plates
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Favor boxes
Correct Answer
A. Photo bannerExplanation
The personalized photo banner is the exception to the additional 1-2 business days for all personalized photo items. This means that while invitations, plates, and favor boxes will take an extra 1-2 business days for delivery, the photo banner will not have any additional processing time.Rate this question:
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- 25.
Which orders get a guaranteed delivery date?
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Domestic orders
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International orders
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All orders
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Only orders with Express and Premium service
Correct Answer
A. Domestic ordersExplanation
Domestic orders get a guaranteed delivery date because they are shipped within the same country, allowing for faster and more reliable shipping options. International orders may face delays due to customs and longer transit times. Therefore, only domestic orders can be guaranteed a specific delivery date.Rate this question:
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- 26.
Even if you do not always know the correct answer to a customer's question, you can always:
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Lie to them
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Fake it
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Make something up
Correct Answer
A. Fake itExplanation
In customer service, it is important to maintain a professional and trustworthy image. Even if you don't know the answer to a customer's question, it is not advisable to lie or make something up. Instead, you can "fake it" by confidently expressing that you will find the answer for them or by offering alternative solutions. This approach shows that you are willing to assist the customer and ensures that you maintain their trust and confidence in your abilities.Rate this question:
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- 27.
Your tone of voice is as important as the words you choose.
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True
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False
Correct Answer
A. TrueExplanation
The statement "Your tone of voice is as important as the words you choose" is true. When communicating with others, the tone of voice can greatly impact the message being conveyed. It can affect how the message is received and interpreted by the listener. Even if the words are carefully chosen, if the tone is harsh or condescending, it can create misunderstandings or negative reactions. On the other hand, a pleasant and respectful tone can enhance the effectiveness of the message and promote better understanding and cooperation.Rate this question:
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- 28.
If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.
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Chat
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Email
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Phone
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Visit one of our store locations
Correct Answer(s)
A. Chat
A. Email
A. PhoneExplanation
Customers can contact the company through chat, email, and phone. These forms of contact provide different options for customers to reach out based on their preferences and convenience. Chat allows for real-time communication and quick responses, email provides a written record of communication, and phone allows for direct conversation. However, visiting one of the store locations is not mentioned as an available form of contact.Rate this question:
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- 29.
When taking your break, which log out code should you choose?
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Unavailable
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Approved Project
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Personal
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Break
Correct Answer
A. BreakExplanation
When taking your break, you should choose the "Break" log out code. This code indicates that you are taking a break from work and logging out temporarily. It helps to track and record your break time accurately. Choosing this code ensures that your break time is accounted for and helps maintain transparency in your work log.Rate this question:
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- 30.
You can tell when your agent phone is connected to your Softphone when the little phone icon on your agent phone is:
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Green and off the hook
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Flashing red and on the receiver
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Blue and on the receiver
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Black
Correct Answer
A. Green and off the hookExplanation
When the little phone icon on your agent phone is green and off the hook, it indicates that your agent phone is connected to your Softphone. The green color represents an active connection, while the off the hook symbolizes that the phone is in use or ready to make/receive calls. This combination signifies that the agent phone is successfully linked to the Softphone system and is ready for communication.Rate this question:
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- 31.
If you should encounter a discrepancy on either website, who should you notify?
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The nearest floorwalker
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Your supervisor
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Email [email protected]
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No one, the problem will fix itself
Explanation
If you encounter a discrepancy on either website, you should notify the email address [email protected].Rate this question:
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- 32.
How does Celebrate Express determine the shipping cost of an order?
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Total weight of the order
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Based entirely on delivery date
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It's a flat rate from UPS
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Total dollar amount of the order
Correct Answer
A. Total dollar amount of the orderExplanation
Celebrate Express determines the shipping cost of an order based on the total dollar amount of the order. This means that the more expensive the order, the higher the shipping cost will be. The shipping cost is not determined by the total weight of the order or the delivery date, and it is not a flat rate from UPS.Rate this question:
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- 33.
How many business days should the customer hold on to the package if there is Carrier Damage?
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5 Days
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7 Days
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10 Days
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They should send it back right away
Correct Answer
A. 10 DaysExplanation
If there is carrier damage to the package, the customer should hold on to it for 10 days. This allows them enough time to inspect the package, assess the damage, and contact the carrier or the seller to report the issue and request a resolution. Holding on to the package for 10 days ensures that the customer has enough time to gather all the necessary information and evidence regarding the damage before taking any further action.Rate this question:
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- 34.
You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.
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True
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False
Correct Answer
A. TrueExplanation
To receive credit for an omitted coupon, it is necessary to enter the exact coupon code into the note when making the request. This means that any variations or mistakes in entering the code may result in the request being denied or not processed correctly. Therefore, it is important to ensure accuracy and precision when entering the coupon code to increase the chances of receiving the credit.Rate this question:
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- 35.
In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
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True
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False
Correct Answer
A. TrueExplanation
The statement suggests that in the department mentioned, the "Customer Care" and "Internet" tabs are the most frequently used. This implies that the employees in this department primarily rely on these tabs for their work or tasks. Therefore, the correct answer is true, indicating that the statement is accurate.Rate this question:
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- 36.
You do not need to have your call on hold in order to transfer it.
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True
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False
Correct Answer
A. FalseExplanation
You absolutely need to have your caller on hold before the transfer. In fact you also need to have click on the Agent or Skill you would like to transfer to in order for the transfer button to appear.Rate this question:
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- 37.
If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?
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Log into Unavailable
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Disconnect your Agent Leg
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Log into After Call Work
Correct Answer
A. Log into After Call WorkExplanation
After choosing the disposition code, the immediate action should be to log into After Call Work. This is because After Call Work is the stage where agents can enter their case notes or any related work items after completing a call. By logging into After Call Work, agents can ensure that all necessary information and documentation related to the call are properly recorded and documented for future reference.Rate this question:
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- 38.
What is the first thing you should do when you end your call?
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Go into unavailable
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Enter case notes
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Choose disposition code
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Go into personal
Correct Answer
A. Choose disposition codeExplanation
Dispositions are always entered first. Then you may do any after call work that is necessary that pertained to the phone call.Rate this question:
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- 39.
If a CSR has a purple bubble next to their name in the directory it is ok to transfer a call to him/her.
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True
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False
Correct Answer
A. FalseExplanation
A purple bubble next to the name will indicate the agent is on an inbound call.Rate this question:
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- 40.
When you request a credit for an omitted coupon, it is based off of the order's:
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Subtotal
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Grand total
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Subtotal plus taxes
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Subtotal plus shipping
Correct Answer
A. SubtotalExplanation
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, shipping charges, or additional fees are added. The subtotal is the sum of all the individual item prices in the order.Rate this question:
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- 41.
Saturday Delivery Zip code lookup is located under:
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The Manager tab
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The Customer Care tab
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BSINet
Correct Answer
A. BSINetExplanation
The correct answer is BSINet because it is stated in the question that "Saturday Delivery Zip code lookup is located under BSINet." Therefore, the option "BSINet" is the correct answer.Rate this question:
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- 42.
ACE stands for:
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Answer, call, educate
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Ask questions, communicate, engage
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Always be polite, communicate, enunciate
Correct Answer
A. Ask questions, communicate, engageExplanation
ACE stands for "Ask questions, communicate, engage". This acronym represents a set of actions or behaviors that are important in various contexts, such as customer service or interpersonal communication. By asking questions, we show interest and gather information. Communication is essential for effective interaction, ensuring that messages are understood and conveyed clearly. Engaging means actively involving oneself in a conversation or situation, showing active participation and interest. This answer accurately reflects the meaning of ACE and its relevance in fostering effective communication and engagement.Rate this question:
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- 43.
If a customer was interested in purchasing a product, what would you need to verify with the customer before putting the item into the cart?
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The name of the item
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The quantity the customer would like
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Verify the price
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All of the above
Correct Answer
A. All of the aboveExplanation
Before putting the item into the cart, it is necessary to verify all of the mentioned information with the customer. This includes the name of the item to ensure that the correct product is being added, the quantity the customer would like to purchase to ensure the correct amount is added, and verifying the price to ensure that the customer is aware of the cost before proceeding with the purchase.Rate this question:
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- 44.
After everything the customer wants is placed into the shopping cart, what should you do first?
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Ask for the credit card information
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Ask the customer when the event date is
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Ask the customer where they would like to ship the order
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Ask the customer if they have any promotional codes or offers
Correct Answer
A. Ask the customer if they have any promotional codes or offersExplanation
The first step after everything the customer wants is placed into the shopping cart is to ask the customer if they have any promotional codes or offers. This is important because if the customer has any discounts or promotional codes, they should be applied before proceeding with the payment process. By asking for promotional codes or offers first, the customer can avail any available discounts and the final price can be calculated accurately before asking for credit card information or shipping details.Rate this question:
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- 45.
Saturday Delivery is available anywhere in the United States.
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True
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False
Correct Answer
A. FalseExplanation
The statement "Saturday Delivery is available anywhere in the United States" is false. Saturday delivery may not be available in all areas of the United States, as it depends on the specific postal service or courier service being used. Some areas may have limited or no Saturday delivery options.Rate this question:
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- 46.
If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.
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True
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False
Correct Answer
A. FalseExplanation
This statement is not entirely true. While it may be more challenging for someone without a naturally enthusiastic tone, it is not impossible for them to develop and improve their enthusiasm. Through practice, self-awareness, and learning effective communication techniques, individuals can work on enhancing their tone and expressing enthusiasm in their interactions. Therefore, it is incorrect to say that there is nothing one can do to get around not having a naturally enthusiastic tone.Rate this question:
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- 47.
You can update the address on an order that is complete, and that is not going UPS.
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True
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False
Correct Answer
A. FalseExplanation
You cannot update the address on an order that is complete and not going UPS.Rate this question:
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- 48.
A customer is planning a party and has selected a party pack, but needs some extra plates and napkins. They will have to purchase an additional party pack.
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True
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False
Correct Answer
A. FalseExplanation
The statement is false because the customer does not need to purchase an additional party pack. They only need some extra plates and napkins, which can be purchased separately without buying another party pack.Rate this question:
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- 49.
If a customer is calling and wants to speak with someone in the Fraud department, what would you do?
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Transfer the call to Help Line
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Transfer the call into Fraud skills group
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Dial the Fraud 1-800 number and transfer the call
Correct Answer
A. Transfer the call into Fraud skills groupExplanation
The correct answer is to transfer the call into the Fraud skills group. This ensures that the customer is directed to the appropriate department that specializes in handling fraud-related inquiries and concerns. By transferring the call to the Fraud skills group, the customer will be able to speak with someone who is knowledgeable and experienced in dealing with fraud-related issues, providing them with the best possible assistance and support.Rate this question:
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Mar 20, 2023Quiz Edited by
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Jul 20, 2012Quiz Created by
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