Copy Of PKT February 2019 - Sm
.
- 1.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
- A.
True
- B.
False
- 2.Flipkart Plus customers can not earn plus coins for purchases made across categories on 2GUD.
- A.
False
- B.
True
- 3.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?
- A.
No
- B.
Yes
- 4.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?
- A.
Yes
- B.
No
- 5.2GUD team operates via
- A.
Self serve /CMB(Call me back)
- B.
Self serve /CMB(Call me back)/ E mail
- C.
Only via chat
- 6.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?
- A.
Inform customer to create a new return again through self serve as there is some technical error
- B.
Politely deny customer's request
- 7.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?
- A.
Update the same incident and inform the customer to wait for 72 hrs for resolution
- B.
Inform customer to create a new return again through self serve as there is some technical error
- 8.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?
- A.
Inform customer to contact Smart buy hotline number @ 080-46609211 (9 am to 9 PM) or email - [email protected]
- B.
Approve return for refund as its a Flipkart in house product
- C.
Offer replacement to customer
- 9.For certain mobile prexo offers customers will get exchange value based on the grading system of the exchange product. This option is available for?
- A.
Cash on delivery (COD) orders
- B.
Cash on delivery and prepaid for both
- C.
Prepaid orders only
- 10.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 ?
- A.
48 hours from successful delivery
- B.
Soon after delivery of the product
- C.
Within 24-48 hours of successful delivery
- 11.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?
- A.
Inform the customer that the courier service providers will attempt the delivery 3 times before returning the item
- B.
Inform the customer that a re-attempt would be made by the couriers in the next 2 business days
- 12.On Purchase of mobile phones from selected customers, tempered Glass is provided as a freebie to customers?
- A.
True
- B.
False
- 13.On Purchase of mobile phones from all sellers in Flipkart, tempered Glass is provided as a freebie to customers?
- A.
False
- B.
True
- 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)?
- A.
15-January-2019 (12:00 am) to 19-January-2019 (11:59 pm)
- B.
15-January-2019 (12:00 am) to 25-January-2019 (11:59 pm)
- C.
25-January-2019 (12:00 am) to 31-January-2019 (11:59 pm)
- 15.If a consultant calls to a Flipkart Plus customer, what should be the call closing script which should be followed by the consultant?
- A.
Thanks for continuing to shop on Flipkart and being a valuable Flipkart Plus customer
- B.
Thank you for shopping with Flipkart
- C.
Is there anything else I can help you with
- 16.Grocery is also live in Mumbai?
- A.
True
- B.
False
- 17.Customer have purchased a Laptop along with Extended warranty and contacts Flipkart stating Jeeves is denying service. What action should the consultant take?
- A.
Escalate the issue to Jeeves using the escalation form and ask the customer to wait for 24 hours
- B.
Request the customer to write an email to Jeeves
- 18.'No Questions Asked Return' policy can be only redeemed on the select set of sellers?
- A.
True
- B.
False
- 19.'No Questions Asked Return' policy can be redeemed by any of sellers the seller on Flipkart?
- A.
False
- B.
True
- 20.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?
- A.
No
- B.
Yes
- 21.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.
- A.
NOT required to use Gift Card section
- B.
Required to use Gift Card section
- 22.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 .
- A.
Yes he can
- B.
PhonePe Wallet activation is required to use Gift Card section
- 23.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".
- A.
None
- B.
50 Plus coins
- C.
10 Plus coins
- D.
As per the offer
- 24.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
- A.
We would inform customer to check with the bank for EMI processing fee
- B.
Inform customer we would refund the entire amount
- C.
We would refund amount for product only
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