Cebu Modules 1-8 Final Exam 2012
Test your knowledge of Modules 1-8. Good luck!
Questions and Answers
- 1.
Which of the following is not of the CE brands?
- A.
Birthday Express
- B.
Halloween Express
- C.
Costume Express
Correct Answer
B. 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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- 2.
Where can you look to locate the number of in stock items for a particular product?
- A.
Description Tab
- B.
Quick Facts
- C.
CSR Info Tab
- D.
Customer Reviews
Correct Answer
C. CSR Info TabExplanation
The CSR Info Tab is the correct answer because it is a section specifically dedicated to providing information about the product's availability and stock status. This tab is likely to contain details such as the number of in stock items, any backorder information, and estimated delivery times. Therefore, by checking the CSR Info Tab, one can easily locate the number of in stock items for a particular product.Rate this question:
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- 3.
Both CE and BC offer a 110% price guarantee.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Both CE and BC do not offer a 110% price guarantee.Rate this question:
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- 4.
If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.
- A.
Chat
- B.
Email
- C.
Phone
- D.
Visit one of our store locations
Correct Answer(s)
A. Chat
B. Email
C. 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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- 5.
If you should encounter a discrepancy on either website, who should you notify?
- A.
The nearest floorwalker
- B.
Your supervisor
- C.
Email [email protected]
- D.
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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- 6.
How does Buy Costumes determine the shipping cost for an order?
- A.
Total dollar amount of the order
- B.
Destination of the order
- C.
Total weight of the order
- D.
Based entirely on delivery date
Correct Answer
C. 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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- 7.
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?
- A.
Apologize, and tell her it's impossible.
- B.
You place the order and assure the customer the package will arrive on Saturday.
- C.
You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
Correct Answer
C. You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.Explanation
The correct answer is to verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday. This is the best course of action because it shows that you are proactive in finding a solution for the customer's request. By verifying Saturday delivery for her zip code, you ensure that the package can be delivered on time. Placing the order and assuring the customer that the package will arrive on Saturday demonstrates good customer service and helps to build trust with the customer.Rate this question:
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- 8.
Which of the following most impacts guarantee dates? Choose 2 answers.
- A.
Cut off times
- B.
Shipping methods
- C.
Size of items
- D.
Total amount of the order
Correct Answer(s)
A. Cut off times
B. Shipping methodsExplanation
The guarantee dates for an order are most impacted by the cut off times and shipping methods. Cut off times refer to the deadline for placing an order to ensure it is processed and shipped on the same day. Shipping methods determine how quickly the order will be delivered, with faster methods typically having earlier cut off times. Therefore, both cut off times and shipping methods play a significant role in determining the guarantee dates for an order.Rate this question:
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- 9.
Which orders get guaranteed promise dates for delivery?
- A.
Domestic orders
- B.
International orders
- C.
All orders
- D.
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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- 10.
What carriers do we contract with for delivery (choose all that apply)?
- A.
The United States Postal Service
- B.
UPS
- C.
FedEx
- D.
Canada Post
- E.
Australia Post
- F.
DHL
Correct Answer(s)
A. The United States Postal Service
B. UPS
D. Canada Post
E. Australia PostExplanation
The correct answer includes the United States Postal Service, UPS, Canada Post, and Australia Post. These are the carriers that the organization contracts with for delivery services.Rate this question:
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- 11.
What do cut off times signify for the customer?
- A.
The time of day the guaranteed promise date changes
- B.
The time of day the distribution center closes
- C.
When the orders can no longer be placed for the day
- D.
Break time for the call center
Correct Answer
A. The time of day the guaranteed promise date changesExplanation
Cut off times signify the time of day when the guaranteed promise date changes for the customer. This means that after the cut off time, the customer can no longer expect their order to be delivered on the same day and the guaranteed promise date will be updated accordingly.Rate this question:
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- 12.
BuyCostumes and Celebrate Express ship to army bases.
- A.
True
- B.
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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- 13.
How will a customer know they are being charged an oversized handling fee? Choose all that apply.
- A.
Once the order is submitted
- B.
A red icon will appear by the product
- C.
The handling charge will be mentioned in the product description
Correct Answer(s)
B. A red icon will appear by the product
C. The handling charge will be mentioned in the product descriptionExplanation
A customer will know they are being charged an oversized handling fee if a red icon appears by the product and if the handling charge is mentioned in the product description.Rate this question:
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- 14.
What is a guaranteed promise date for domestic packages?
- A.
The date theipackage will leave our distribution center
- B.
The date the order will be processed
- C.
The date the package will be delivered to the customer's doorstep
- D.
None of the above
Correct Answer
C. 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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- 15.
How does Celebrate Express determine the shipping cost of an order?
- A.
Total weight of the order
- B.
Based entirely on delivery date
- C.
It's a flat rate from UPS
- D.
Total dollar amount of the order
Correct Answer
D. 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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- 16.
What information is not reflected in the guarantee dates for Alaska and Hawaii?
- 17.
A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?
- A.
Tell the customer how stupid they are for ordering so late.
- B.
Place the order and provide a guaranteed delivery date.
- C.
Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
Correct Answer
C. 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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- 18.
During the checkout process, when does the customer learn of their delivery date?
- A.
After entering their credit card information
- B.
When the customer chooses their method of delivery.
- C.
After the order has been submitted.
- D.
Before adding the items to the customer's shopping cart.
Correct Answer
B. 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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- 19.
How many coupons or promotional codes is a customer allowed to use during a purchase?
- A.
Only one coupon
- B.
One for shipping and one other coupon
- C.
We don't allow coupons
- D.
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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- 20.
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?
- A.
The name of the item
- B.
The quantity the customer would like
- C.
Verify the price
- D.
All of the above
Correct Answer
D. 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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- 21.
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.
- A.
True
- B.
False
Correct Answer
B. 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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- 22.
How many sales offers are you required to make during a CE sales call?
- A.
None
- B.
Four
- C.
Three
- D.
At least one
Correct Answer
C. 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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- 23.
After everything the customer wants is placed into the shopping cart, what should you do first?
- A.
Ask for the credit card information
- B.
Ask the customer when the event date is
- C.
Ask the customer where they would like to ship the order
- D.
Ask the customer if they have any promotional codes or offers
Correct Answer
D. 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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- 24.
Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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, in reality, credit requests usually go through a verification process and are not automatically processed. The processing time can vary depending on the company's policies and procedures.Rate this question:
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- 25.
It is okay for a customer to do an exchange, and to add any items they would like to the new order.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Customers have the right to exchange items and add new ones to their order. This allows them to replace a product they are not satisfied with and choose additional items they may need or want. It is a common practice in retail and customer service to accommodate such requests, ensuring customer satisfaction and providing them with a positive shopping experience.Rate this question:
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- 26.
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?
- A.
Discounts
- B.
Credits
- C.
Case Notes
- D.
Related Work Items
Correct Answer
A. DiscountsExplanation
When a customer requests a credit for a coupon they forgot to use, the first tab to look at while checking the order is the "Discounts" tab. This is because the coupon would have been applied as a discount on the order, and checking the Discounts tab would provide information on any applied discounts and whether the coupon was used or not.Rate this question:
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- 27.
How many business days should the customer hold on to the package if there is Carrier Damage?
- A.
5 Days
- B.
7 Days
- C.
10 Days
- D.
They should send it back right away
Correct Answer
C. 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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- 28.
How much does a customer get deducted for the use of a Flex Label?
- A.
$14
- B.
$10
- C.
$7
- D.
$12
Correct Answer
C. $7Explanation
A customer gets deducted $7 for the use of a Flex Label.Rate this question:
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- 29.
You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.
- A.
True
- B.
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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- 30.
You can credit the customer right away if you have requested a trace investigation on the order.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If you have requested a trace investigation on the order, it means that there is an issue or problem with the order that needs to be resolved. In such cases, it is not possible to credit the customer right away because the investigation needs to be completed first in order to determine the appropriate course of action. Therefore, the statement is false.Rate this question:
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- 31.
What are the 3 possible resolutions if a customer is missing items? Check each box.
- A.
Credit
- B.
Replacement Order
- C.
Check with the post office
- D.
Parts and Pieces Request
Correct Answer(s)
A. Credit
B. Replacement Order
D. Parts and Pieces RequestExplanation
If a customer is missing items, there are three possible resolutions. The first resolution is to provide the customer with a credit, which can be used towards future purchases. The second resolution is to send a replacement order to the customer, ensuring that they receive the missing items. Lastly, the customer service team can check with the post office to see if there was any issue with the delivery or if the items were lost in transit. Another possible resolution, not mentioned in the answer, could be to offer a refund to the customer.Rate this question:
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- 32.
You can send a Flex Label to a Canadian customer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because Flex Labels can only be sent to customers within the United States, not to Canadian customers.Rate this question:
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- 33.
Saturday Delivery is available anywhere in the United States.
- A.
True
- B.
False
Correct Answer
B. 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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- 34.
Anytime you touch an order, it's always necessary to create a case note on the account.
- A.
True
- B.
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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- 35.
What tab and icon will take you to customers' existing orders?
- A.
Order Review and the money bag icon
- B.
Blood Hound and the arrows icon
- C.
Order Search and the magnifying glass
- D.
Customer Orders and the home icon
Correct Answer
C. Order Search and the magnifying glassExplanation
The correct answer is Order Search and the magnifying glass. This is because the Order Search tab allows users to search for specific orders, and the magnifying glass icon is commonly associated with search functionality. By clicking on this tab and icon, users can access and view customers' existing orders.Rate this question:
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- 36.
In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
- A.
True
- B.
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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- 37.
What is the maxium amount you can credit a customer?
- A.
10%
- B.
25%
- C.
50%
- D.
100%
Correct Answer
C. 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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- 38.
"RAN" stands for Return Authorization Number.
- A.
True
- B.
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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- 39.
What is the first thing we should do if a customer calls in stating they received a damaged item?
- A.
Transfer the call to the helpline
- B.
Get a floorwalker
- C.
Apologize
- D.
Ask for the order number
Correct Answer
C. 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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- 40.
You do not need to have your call on hold in order to transfer it.
- A.
True
- B.
False
Correct Answer
B. 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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- 41.
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?
- A.
Log into Unavailable
- B.
Disconnect your Agent Leg
- C.
Log into After Call Work
Correct Answer
C. 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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- 42.
What are the correct steps of transferring a call to a supervisor?
- A.
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.
- B.
You can only transfer calls to a skill, not a particular person.
- C.
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
- D.
You cannot transfer any calls, let the customer know a supervisor will call them back.
Correct Answer
C. 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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- 43.
What is the first thing you should do when you end your call?
- A.
Go into unavailable
- B.
Enter case notes
- C.
Choose disposition code
- D.
Go into personal
Correct Answer
C. 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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- 44.
How long is your wrap up time?
- A.
10 secs
- B.
15 secs
- C.
40 secs
- D.
1 min
Correct Answer
B. 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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- 45.
If you change your agent status directly after ending a phone call with a customer, you will still have the opportunity to choose a disposition code.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Directly after ending a call with a customer the first thing you should do is enter the disposition. If anything else is done first you will lose your opportunity to enter the disposition.Rate this question:
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- 46.
At the end of your shift, when closing everything down, what should you do? Choose all that apply.
- A.
End the connection on your Softphone by clicking the red End button (at-home agents, hang up the receiver)
- B.
Close the Agent Phone using the Exit icon (looks like a power button)
- C.
Close the Softphone by clicking exit (at-home agents, hang up the receiver)
- D.
Just log into unavailable
Correct Answer(s)
A. End the connection on your Softphone by clicking the red End button (at-home agents, hang up the receiver)
B. Close the Agent Phone using the Exit icon (looks like a power button)
C. Close the Softphone by clicking exit (at-home agents, hang up the receiver)Explanation
At the end of your shift, you should end the connection on your Softphone by clicking the red End button or hang up the receiver if you are an at-home agent. Additionally, you should close the Agent Phone using the Exit icon, which looks like a power button. Finally, you should close the Softphone by clicking exit or hang up the receiver if you are an at-home agent. Logging into unavailable is not necessary or mentioned as a step to be taken at the end of the shift.Rate this question:
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- 47.
The Feedback icon is used for:
- A.
Sending a report to your supervisor so they may come and fix your phone issue
- B.
Giving your opinion about a caller/customer
- C.
Sending a report to inContact about phone issues
Correct Answer
C. Sending a report to inContact about phone issuesExplanation
The Feedback icon is used for sending a report to inContact about phone issues. This allows users to provide feedback and report any problems or issues they are experiencing with their phone. By using the Feedback icon, users can communicate their concerns to inContact so that they can address and resolve any technical difficulties.Rate this question:
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- 48.
If a CSR has a purple bubble next to their name in the directory it is ok to transfer a call to him/her.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
A purple bubble next to the name will indicate the agent is on an inbound call.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?
- A.
Transfer the call to Help Line
- B.
Transfer the call into Fraud skills group
- C.
Dial the Fraud 1-800 number and transfer the call
Correct Answer
B. 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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- 50.
When taking your break, which log out code should you choose?
- A.
Unavailable
- B.
Approved Project
- C.
Personal
- D.
Break
Correct Answer
D. 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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