Cs Dept. Test 3: Pre-return Tickets, 1 Part: General Base
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Scenario 1 .There a ticket regarindg product issue in General Enquieres, there is no order number, product issue is clear. What is our action?
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Put ticket to "Pre Return Questions"
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Put ticket to Pending RMA Tech Check
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Close ticket
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This questionnaire consists of 15 multiple choice questions to measure your skills about pre-return ticekts. Please complete the following questionnaire by choosing one answer from the options provided. For each correct answer you will get “1 point”. Total score will be calculated based on the number total correct answers out of the 15 questions. The maximum score for this See moretest is 15 points. The total time for this test is 40 minutes.
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Which details we need to add in the comment?
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Order number, item code, quantity, issue, customer's email address, reason of the fault
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Order number, item code
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Customer's email address, reason of the fault, item code
Correct Answer
A. Order number, item code, quantity, issue, customer's email address, reason of the faultExplanation
The correct answer is "Order number, item code, quantity, issue, customer's email address, reason of the fault." This answer includes all the necessary details that need to be added in the comment. The order number and item code are important for identifying the specific order and item being referred to. The quantity is necessary to indicate how many of the item were ordered. The issue, customer's email address, and reason of the fault are all important for understanding and addressing the customer's complaint or concern.Rate this question:
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Scenario 2: You are checking ticket from "Pre Return Questions". Customer is asking about assistance, but from email we can understand clearly, - this is not Chinavasion customer, but end reseller. Our actions?
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Ask additional details about the issue
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Kindly explain customer, - sorry, we can provide assistance only to registered Chinavasion customers, please ask your reseller to contact Chinavasion directly.
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Close ticket
Correct Answer
A. Kindly explain customer, - sorry, we can provide assistance only to registered Chinavasion customers, please ask your reseller to contact Chinavasion directly.Explanation
The correct answer is to explain to the customer that assistance can only be provided to registered Chinavasion customers and to advise the customer to ask their reseller to contact Chinavasion directly. This is because the customer is not a Chinavasion customer but an end reseller, and therefore they should seek assistance from their own reseller or contact Chinavasion through the proper channels.Rate this question:
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Scenario 3: You are checking ticket from "General Enquiries ". From email we can understand, customer is angry, his item was received in normal coinditions, but some accessories are missing. Our actions:
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Put ticket to "Pre-return Questions"
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Put ticket to "Order delivery details:
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Put ticket to "Accessories Requests"
Correct Answer
A. Put ticket to "Accessories Requests"Explanation
The customer is angry because some accessories are missing from their received item. Therefore, the appropriate action would be to put the ticket in the "Accessories Requests" category. This category specifically deals with requests related to missing or additional accessories, so it is the most suitable option in this scenario.Rate this question:
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Scenario 4: You are checking ticket from "Pre-retuen Questions". Cusotmer is asking question about status of his authorized RMA, which he sent to us 1 month before. Our actions:
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Put ticket to "Order delivery details"
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Put ticket to "Accessories Requests"
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Put ticket to "Open RMA Case Handling "
Correct Answer
A. Put ticket to "Open RMA Case Handling "Explanation
The correct answer is to put the ticket in "Open RMA Case Handling." This is because the customer is inquiring about the status of their authorized RMA, which falls under the category of handling RMA cases. Placing the ticket in "Order delivery details" or "Accessories Requests" would be incorrect as these categories do not pertain to the customer's specific inquiry.Rate this question:
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Scenario 5: You are sorting tickets in "Support ". You opened one ticket and can clearly understand, - this is VIP cusotmer and he is complaining about prodiuct quality. Our actions:
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Put ticket to "Open RMA Case Handling"
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Put ticket to "Pending RMA Tech Check"
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Put ticket to "VIP Customer Support"
Correct Answer
A. Put ticket to "VIP Customer Support"Explanation
The correct answer is to put the ticket in "VIP Customer Support" because the scenario states that the customer is a VIP and is complaining about product quality. Therefore, it is important to prioritize their issue and provide them with specialized support in order to address their concerns effectively.Rate this question:
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Scenario 6: You are replying tickets in "Pre-return Questions". One ticket includes all details about the issue, order number, etc. but there is no comment yet. Can we put ticket to "Pending RMA Tech Check " without comment?
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Yes, we can
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No, we need to add comment first
Correct Answer
A. No, we need to add comment firstExplanation
In order to put the ticket to "Pending RMA Tech Check", it is necessary to add a comment first. Adding a comment provides clarity and context to the issue, allowing the RMA tech team to understand the problem and take appropriate action. Without a comment, the ticket may be incomplete and the RMA tech team may not have enough information to proceed with the necessary checks.Rate this question:
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Scenario 7: You are replying tickets in "Pre-return Questions". In one ticket Chinavasion cusotmer is asking you to provide manual instruction for item, he lost his manual instruction. Our actions:
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Put ticket to "Pending RMA Tech Check"
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Put ticket to "Open RMA Case Handling"
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Check details, and provide link with manual to the customer
Correct Answer
A. Check details, and provide link with manual to the customerExplanation
The correct answer is to check the details and provide a link with the manual to the customer. This action ensures that the customer receives the required manual instructions for the item they have lost. It is a proactive and helpful approach to resolving the customer's query in a timely manner. By providing the manual through a link, the customer can easily access and download it, saving them time and effort.Rate this question:
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Scenario 8: 24-05-2012 -TST team added comment asking cusotmer to provide video. You contacted customer same date on 24-05-2012 with instructions. 25-05-2012 next day we receive email from customer, but didn't receive any details in attached file, hovewer there is no comment in ticket about attached file in [email protected] At the moment you are checking ticket, - it's open already more than 36 hours and current date is 26-05-2012. Our actions:
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Re-send email to customer and inform, - unfortunately we didn't receive any attached file.
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Check gmail
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Close the ticket
Correct Answer
A. Re-send email to customer and inform, - unfortunately we didn't receive any attached file.Explanation
The correct answer is to re-send the email to the customer and inform them that no attached file was received. This action is necessary because the customer was asked to provide a video in a previous comment, but when they responded via email, there was no attachment. By re-sending the email and informing the customer, it ensures that they are aware of the missing attachment and can provide it if necessary. Checking Gmail and closing the ticket are not mentioned as actions in this scenario.Rate this question:
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Scenario 9: Cusotmer received his item, but item is not working properly. After you asked customer to provide detailes, he refused and simply asking you about assistance. Your action:
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Close ticket
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Kindly explain and ask to provide all necessary - we cannot process case without details
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Put it to "Open RMA Case Handling"
Correct Answer
A. Kindly explain and ask to provide all necessary - we cannot process case without detailsExplanation
The correct answer is "Kindly explain and ask to provide all necessary - we cannot process the case without details." In this scenario, the customer received a faulty item but refused to provide any details about the issue. As a support representative, it is important to gather all necessary information to understand the problem and provide appropriate assistance. Without the customer's cooperation in providing details, it would not be possible to proceed with resolving the case. Therefore, the best course of action is to kindly ask the customer to explain the issue and provide any necessary information.Rate this question:
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Scenario 10: You are replying tickets in "Pre-return Questions". You are following one case by replying based on comments from TST, hovewer after few emails, - csutomer is still unhappy, he is asking about refund. There is no comment with final confirmation from TST regarding product fault. Your actions:
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Put ticket to "Pending RMA Tech Check"
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Put ticket to "Open RMA Case Handling"
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Close ticket
Correct Answer
A. Put ticket to "Pending RMA Tech Check"Explanation
The correct answer is to put the ticket to "Pending RMA Tech Check" because the customer is still unhappy and is asking about a refund. Without a final confirmation from TST regarding the product fault, it is necessary to further investigate the issue by conducting a technical check before proceeding with any other actions such as opening an RMA case or closing the ticket. This ensures that the appropriate steps are taken to address the customer's concerns and provide a satisfactory resolution.Rate this question:
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Scenario 11: You are sorting tickets in "General Enquiries ". VIP customer is asking about the status of the authorized RMA. Your actions:
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Put ticket to "Pending RMA Tech Check"
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Put ticket to "Open RMA Case Handling"
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Put ticket to "VIP Customer Support "
Correct Answer
A. Put ticket to "VIP Customer Support "Explanation
The correct answer is to put the ticket to "VIP Customer Support" because the customer is a VIP and is specifically asking about the status of the authorized RMA. Placing the ticket in the VIP Customer Support category ensures that it receives priority and is handled by the appropriate team who can provide the necessary support and information to the VIP customer.Rate this question:
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Scenario 12: You are checking "Pre-return Questions". Cusotmer is asking about assistance with item. After you checked details in Admin you can see, that this item we already repaired and sent back to customer, hovewer seems the issue is not solved. Item is under warranty.Your actions:
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Add comment with all details, added reason: repair still faulty again
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Close ticket
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Kindly explain customer - we already repaired this item before, and we cannot help in this case, please ask local professional for assistance.
Correct Answer
A. Add comment with all details, added reason: repair still faulty againExplanation
The correct answer is to add a comment with all the details and the reason being that the repair is still faulty again. This is the appropriate action to take in this scenario because it provides the customer with an explanation of the situation and acknowledges that the issue has not been resolved despite the previous repair. By adding this comment, it allows for transparency and helps the customer understand the current status of their item.Rate this question:
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Scenario 13: You are checking "Pre-return Questions". Cusotmer is asking about assistance with item. After you checked Admin, there is no warranty for item, customer ordered it 2 years before. Your actions:
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Put ticket to "Pending RMA Tech Check"
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Put ticket to "Open RMA Case Handling"
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Provide all warranty details to customer. We cannot help in this case.
Correct Answer
A. Provide all warranty details to customer. We cannot help in this case.Explanation
Since there is no warranty for the item and the customer ordered it 2 years before, the correct action is to provide all warranty details to the customer and inform them that assistance cannot be provided in this case. This ensures that the customer is informed about the warranty situation and understands that no further help can be given.Rate this question:
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Scenario 14: You are checking "Pre-return Questions". You found mistake, - your colleague sort ticket regaridng issue from "General Enquiries" to "Pending RMA Tech Check" directly without any comment. TST added comment regaridng issue too. Your actions:
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Check all details in Admin, if everything is correct, add comment and reply to customer hot solve issue.
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Put ticket to "Pending RMA Tech Check"
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Provide reply to customer, no need to add any comment
Correct Answer
A. Check all details in Admin, if everything is correct, add comment and reply to customer hot solve issue.Explanation
The correct answer suggests that the first action should be to check all the details in the Admin system. If everything is correct, the next step is to add a comment addressing the issue and reply to the customer to solve the problem. This ensures that all necessary steps are taken to address the mistake made by the colleague and provide a solution to the customer.Rate this question:
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Current Version
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May 30, 2024Quiz Edited by
ProProfs Editorial Team -
Aug 01, 2012Quiz Created by
Chinavasionwhole
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