Copy Of PKT February 2019 - Sm

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| By Badrudeen
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Badrudeen
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Quizzes Created: 1 | Total Attempts: 306
| Attempts: 306
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  • 1/24 Questions

    If the return rejection reason on SA is " TNS - RVP- Fraud " and there is no existing incident available on SA about customer complaint. What should be the resolution given to customer by consultant?

    • Inform customer to create a new return again through self serve as there is some technical error
    • Politely deny customer's request
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About This Quiz

This quiz, titled 'Copy of PKT February 2019 - SM', assesses knowledge on Flipkart Plus customer benefits, exchange policies, and 2GUD operations. It is designed to evaluate understanding of customer service protocols and return management in an e-commerce setting.

Copy Of PKT February 2019 - Sm - Quiz

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  • 2. 

    Customer raised a complaint for smart buy product on 15th day of delivery stating product is not working any more. What is the resolution to be given to customer?

    • Inform customer to contact Smart buy hotline number @ 080-46609211 (9 am to 9 PM) or email - [email protected]

    • Approve return for refund as its a Flipkart in house product

    • Offer replacement to customer

    Correct Answer
    A. Inform customer to contact Smart buy hotline number @ 080-46609211 (9 am to 9 PM) or email - [email protected]
    Explanation
    The resolution to be given to the customer is to inform them to contact the Smart buy hotline number or email provided. This is the appropriate course of action as it allows the customer to directly communicate their complaint to the company and seek a resolution. It also provides the customer with the option to reach out during specific hours, ensuring that their concerns will be addressed in a timely manner.

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  • 3. 

    Customer have purchased a Laptop along with Extended warranty and contacts Flipkart stating Jeeves is denying service. What action should the consultant take?

    • Escalate the issue to Jeeves using the escalation form and ask the customer to wait for 24 hours

    • Request the customer to write an email to Jeeves

    Correct Answer
    A. Escalate the issue to Jeeves using the escalation form and ask the customer to wait for 24 hours
    Explanation
    The consultant should escalate the issue to Jeeves using the escalation form and ask the customer to wait for 24 hours. By escalating the issue, the consultant can bring it to the attention of Jeeves, who is responsible for providing the service. Asking the customer to wait for 24 hours allows Jeeves sufficient time to investigate and resolve the issue. This action ensures that the customer's problem is addressed and increases the chances of a satisfactory resolution.

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  • 4. 

    Customer calls Flipkart stating that he have purchased a mobile and the accesories are missing in it. While checking on Smart Asist, Order status was not marked as 'delivered'. Can the consultant issue TOA to the customer?

    • No

    • Yes

    Correct Answer
    A. No
    Explanation
    The consultant cannot issue a TOA (Transfer of Authority) to the customer because the order status was not marked as 'delivered' on Smart Asist. This indicates that the mobile and accessories have not been officially handed over to the customer, so the consultant cannot transfer the authority of the purchase to the customer.

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  • 5. 

    For certain mobile prexo offers customers will get exchange value based on the grading system of the exchange product. This option is available for?

    • Cash on delivery (COD) orders

    • Cash on delivery and prepaid for both

    • Prepaid orders only

    Correct Answer
    A. Cash on delivery (COD) orders
    Explanation
    Customers will receive exchange value based on the grading system of the exchange product only for Cash on Delivery (COD) orders. This means that if a customer chooses to pay for their order upon delivery, they will have the option to exchange their product and receive a certain value based on its condition. This offer is not available for prepaid orders, where customers have already paid for their products in advance.

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  • 6. 

    If the exchange product of customer falls under grade A , the extra amount will be provided as EGV refund to customer within the time of ?

    • 48 hours from successful delivery

    • Soon after delivery of the product

    • Within 24-48 hours of successful delivery

    Correct Answer
    A. 48 hours from successful delivery
    Explanation
    If the exchange product of a customer falls under grade A, the extra amount will be provided as an EGV refund to the customer within 48 hours from successful delivery. This means that the customer can expect to receive the refund within two days after the product has been successfully delivered.

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  • 7. 

    If a consultant calls to a Flipkart Plus customer, what should be the call closing script which should be followed by the consultant?

    • Thanks for continuing to shop on Flipkart and being a valuable Flipkart Plus customer

    • Thank you for shopping with Flipkart

    • Is there anything else I can help you with 

    Correct Answer
    A. Thanks for continuing to shop on Flipkart and being a valuable Flipkart Plus customer
    Explanation
    The correct answer is "Thanks for continuing to shop on Flipkart and being a valuable Flipkart Plus customer" because it acknowledges the customer's loyalty and appreciation for being a part of the Flipkart Plus program. It also leaves a positive impression on the customer and shows that their business is valued.

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  • 8. 

    Grocery is also live in Mumbai?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given question is asking if grocery is also available in Mumbai. The correct answer is "True" because grocery stores are commonly found in Mumbai, just like in any other city. Mumbai has a well-developed retail sector that includes various grocery stores and supermarkets, providing residents with access to a wide range of groceries and household items.

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  • 9. 

    Customer informs he is a active member of flipkart plus zone and wanted to claim offer on the offer zone>How many coins he will loose if he selects any offer which says "free".

    • None

    • 50 Plus coins

    • 10 Plus coins

    • As per the offer 

    Correct Answer
    A. None
    Explanation
    If the customer selects an offer that says "free," he will not lose any coins. The offer does not require any coins for redemption, so the customer can claim it without any loss.

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  • 10. 

    Customer had placed order for a product with EMI option and within 10 days of sellers policy return was created for refund.Now customer wants to know if the entire amount would get refunded along with the processing amount for EMI.What would you inform customer

    • We would inform customer to check with the bank for EMI processing fee

    • Inform customer we would refund the entire amount

    • We would refund amount for product only

    Correct Answer
    A. We would inform customer to check with the bank for EMI processing fee
    Explanation
    The correct answer is to inform the customer to check with the bank for the EMI processing fee. This is because the processing fee is typically charged by the bank and not the seller. Therefore, the seller cannot guarantee whether the processing fee will be refunded along with the product amount. The customer should contact their bank directly to inquire about the refund policy for the EMI processing fee.

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  • 11. 

    Customer informs that for a defective accesories he had rceived 500 rs to his flipkart wallet (egv).He wanted to know is if phonepe wallet is not sufficient will be get an option to use EGV .

    • Yes he can

    • PhonePe Wallet activation is required to use Gift Card section

    Correct Answer
    A. Yes he can
    Explanation
    The customer can use the EGV (Electronic Gift Voucher) in case the PhonePe wallet does not have sufficient funds. The answer states that PhonePe Wallet activation is necessary to access the Gift Card section, implying that the customer can use the EGV as an alternative payment method if needed.

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  • 12. 

    Flipkart Plus customers can now earn plus coins for purchases made across all categories on 2GUD and the coins will be added to Customer's Plus account as soon as the order is placed

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because it states that Flipkart Plus customers can earn plus coins for purchases made on 2GUD across all categories. It also mentions that the coins will be added to the customer's Plus account as soon as the order is placed. This indicates that Flipkart Plus customers can indeed earn plus coins for their purchases on 2GUD.

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  • 13. 

    Customer have placed an order for a mobile and wanted to know the order status for the same. On Checking in Smart Assist, the order is shipped through Ekart and the status is 'Out for Delivery' (Order is not delivered post 7PM). What information should a consultant provide to customer?

    • Inform the customer that the courier service providers will attempt the delivery 3 times before returning the item

    • Inform the customer that a re-attempt would be made by the couriers in the next 2 business days

    Correct Answer
    A. Inform the customer that the courier service providers will attempt the delivery 3 times before returning the item
    Explanation
    The consultant should inform the customer that the courier service providers will attempt the delivery 3 times before returning the item. This means that the customer can expect the courier to make two more delivery attempts before the item is returned.

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  • 14. 

    On answering 5 simple question related to Republic Day, every 70th customer with the right answer will be chosen as winners. 5 lucky participants will get a chance to win a Honor 9N Mobile for Re. 1 only. When was this offer live with Flipkart (Duration)?

    • 15-January-2019 (12:00 am) to 19-January-2019 (11:59 pm)

    • 15-January-2019 (12:00 am) to 25-January-2019 (11:59 pm)

    • 25-January-2019 (12:00 am) to 31-January-2019 (11:59 pm)

    Correct Answer
    A. 15-January-2019 (12:00 am) to 19-January-2019 (11:59 pm)
    Explanation
    The offer with Flipkart was live from 15-January-2019 (12:00 am) to 19-January-2019 (11:59 pm), during which participants had to answer 5 simple questions related to Republic Day. Every 70th customer with the right answer would be chosen as winners, and 5 lucky participants would get a chance to win a Honor 9N Mobile for Re. 1 only.

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  • 15. 

    Customer informs that for a defective accesory he had received 500 rs to his flipkart wallet (egv).He wanted to know if phonepe wallet to is needed to use EGV account.

    • NOT required to use Gift Card section

    • Required to use Gift Card section

    Correct Answer
    A. NOT required to use Gift Card section
    Explanation
    The customer does not need to use the Gift Card section to use the 500 rs he received to his Flipkart wallet. This implies that he can directly use the amount from his Flipkart wallet without involving the PhonePe wallet or the Gift Card section.

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  • 16. 

    Flipkart Plus customers can not earn plus coins for purchases made across categories on 2GUD.

    • False

    • True

    Correct Answer
    A. False
    Explanation
    Flipkart Plus customers can earn plus coins for purchases made across categories on 2GUD.

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  • 17. 

    Customer has placed an order for iPhone with Prexo offer and there was a defect found in the exchange product (Old mobile which customer has). Will the customer still get the exchange discount?

    • No

    • Yes

    Correct Answer
    A. No
    Explanation
    The customer will not get the exchange discount because there was a defect found in the exchange product. The exchange offer typically requires the product to be in good working condition without any defects. Since the customer's old mobile has a defect, they will not be eligible for the exchange discount.

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  • 18. 

    2GUD team operates via

    • Self serve /CMB(Call me back)

    • Self serve /CMB(Call me back)/ E mail

    • Only via chat

    Correct Answer
    A. Self serve /CMB(Call me back)
    Explanation
    The 2GUD team operates through a self-serve option where customers can access information and assistance on their own. Additionally, they also offer a "Call me back" service, where customers can request a callback from the team for further assistance. This indicates that customers have the option to either find answers through self-service or receive support through a callback, providing them with multiple avenues to seek help.

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  • 19. 

    Customer have plased an order for a Samsung Galaxy J7 with Prexo offer and there was a defect found in the exchange product (Old mobile which customer have). Will the customer still get the discounted amount?

    • Yes

    • No

    Correct Answer
    A. Yes
    Explanation
    The customer will still get the discounted amount because the defect found in the exchange product does not affect the eligibility for the Prexo offer. The offer is specifically for the purchase of a Samsung Galaxy J7, and as long as the customer has placed an order for this specific product, they should still receive the discounted amount regardless of any defects in their old mobile.

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  • 20. 

    'No Questions Asked Return' policy can be redeemed by any of sellers the seller on Flipkart?

    • False

    • True

    Correct Answer
    A. False
    Explanation
    The given answer is False. This means that the 'No Questions Asked Return' policy cannot be redeemed by any seller on Flipkart. This suggests that there are certain conditions or criteria that need to be met in order to avail of the return policy. It implies that not all sellers on Flipkart offer this policy and customers need to be aware of the specific sellers who provide this option.

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  • 21. 

    If the return rejection reason on SA is " TNS - RVP- Fraud ". On Checking in Smart Assist, there is a incident created by incident available in 'FRM Return Bulk queue'. What should be the resolution given to customer by consultant?

    • Update the same incident and inform the customer to wait for 72 hrs for resolution

    • Inform customer to create a new return again through self serve as there is some technical error

    Correct Answer
    A. Update the same incident and inform the customer to wait for 72 hrs for resolution
    Explanation
    The correct resolution for the customer in this situation is to update the same incident and inform the customer to wait for 72 hours for resolution. This suggests that there is an ongoing investigation into the fraud issue, and it may take some time to resolve. By updating the existing incident, the consultant can keep the customer informed and provide any updates or progress on the resolution. Asking the customer to wait for 72 hours indicates that the issue is being actively addressed and should be resolved within that timeframe.

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  • 22. 

    On Purchase of mobile phones from all sellers in Flipkart, tempered Glass is provided as a freebie to customers?

    • False

    • True

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that tempered glass is provided as a freebie to customers on the purchase of mobile phones from all sellers in Flipkart. However, there is no information given to support this claim. Without any evidence or confirmation, we cannot assume that tempered glass is provided as a freebie with every mobile phone purchase from all sellers on Flipkart. Therefore, the answer is false.

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  • 23. 

    'No Questions Asked Return' policy can be only redeemed on the select set of sellers?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because the "No Questions Asked Return" policy is typically offered by specific sellers who are willing to accept returns without asking any questions or requiring any explanation from the buyer. This policy is not universally applicable to all sellers, but only to a select set of sellers who choose to offer it as a customer service option.

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  • 24. 

    On Purchase of mobile phones from selected customers, tempered Glass is provided as a freebie to customers?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement suggests that when customers purchase mobile phones from selected customers, they are given tempered glass as a freebie. Therefore, the answer is true, indicating that customers do receive tempered glass as a complimentary item when purchasing mobile phones from selected customers.

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Quiz Review Timeline (Updated): Mar 22, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 04, 2019
    Quiz Created by
    Badrudeen
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