Cs Dept. Test 4: General Enquiries

The correct answer is to sort the ticket to "VIP Customer Support" because the customer is identified as a VIP customer. As a VIP customer, they should receive special treatment and have their inquiries addressed by a dedicated support team. Sorting the ticket to "VIP Customer Support" ensures that the customer's request will be handled by the appropriate team with the necessary expertise to clarify the updates on the Chinavasion website specifically for VIP customers.

The correct answer is to provide a clear reply by using a predefined reply. This is the best course of action because the customer is asking for information about wholesale prices and how to get more discounts. By using a predefined reply, the agent can provide accurate and consistent information to the customer in a clear and efficient manner. Asking the customer to contact 24/7 live chat may not be necessary if the information can be provided through a predefined reply. Closing the ticket without providing a response would not be helpful to the customer.

The correct answer is to put the ticket in the "Deliveries" category. This is because the customer is asking about the order status, which falls under the purview of the "Deliveries" department. By categorizing the ticket correctly, it ensures that it will be handled by the appropriate team who can provide the necessary information to the customer.

The correct answer is to put the ticket in the "Billing" category. This is because the customer is asking about the payment status and providing a Paypal transfer ID, which is related to billing and payment. By categorizing the ticket under "Billing," it is easier to track and respond to the customer's inquiry effectively.

The correct answer is to put the ticket in the "VIP Customer Support" category. This is because the customer mentioned that they are a VIP customer and they are specifically asking for assistance with their order status. By categorizing the ticket as "VIP Customer Support," it ensures that the customer receives the appropriate level of attention and priority for their inquiry.

The correct answer is to sort the ticket to "Accessories Requests". This action is appropriate because the customer is complaining about not receiving a necessary accessory in their order. By sorting the ticket to the "Accessories Requests" category, it will be directed to the appropriate department or team that handles accessory-related issues. This will ensure that the complaint is addressed and resolved by the relevant personnel.

The correct answer is to put the ticket to "Billing". This is because the customer is asking for help with payment for their recent order and wants to make the payment via bank transfer. The "Billing" department is responsible for handling payment-related issues, so it is the appropriate place to assign the ticket. Closing the ticket without addressing the customer's concern would not be a suitable action in this scenario.

The correct answer is to add a comment in the Excel file and sort the ticket to "Accessories Requests". This is because the customer requested software that comes with a CD, but it was not found in the system. Adding a comment in the Excel file helps to keep a record of the issue and the actions taken. Sorting the ticket to "Accessories Requests" ensures that it is categorized correctly for further handling and resolution.

The correct answer is to put the ticket to "Pre Return Questions" because the customer has a request about a product complaint. This category is specifically for addressing questions or concerns related to returns, which would be appropriate for handling a product complaint.

The correct answer is to put the ticket in the "Product Questions" category. This is because the customer's question is related to the product, so it should be categorized accordingly. The other options, "Open RMA Case Handling" and "Product Answers," do not seem to be relevant to the customer's inquiry.

The correct answer is to put the ticket in the "Order Status" category. This is because the customer specifically mentioned their request is about the order status. Therefore, it would be appropriate to categorize the ticket accordingly to ensure it is handled by the appropriate team or individual responsible for order status inquiries.

The correct answer is to kindly educate the customer that there are no dealers and they can register for a Chinavasion account directly. This response indicates that the company does not have any dealership contracts and encourages the customer to create their own account.

In this scenario, the correct answer is to send a predefined reply with all details regarding payment. This action ensures that the customer receives the necessary information about the payment options available. Closing the ticket without providing any assistance would leave the customer unsatisfied. Asking the customer to contact Live chat 24/7 may not be necessary if the predefined reply contains all the required information.

The correct answer is to send a reply about drop shipping by using a pre-defined reply. This is the most appropriate action because the customer specifically asked about drop shipping to the UK. By using a pre-defined reply, the agent can provide accurate and consistent information to the customer without wasting time drafting a new response. Asking the customer to contact Live chat 24/7 may not be necessary if the information can be provided through a pre-defined reply. Closing the ticket without addressing the customer's question would leave the customer unsatisfied.

The correct answer is to provide a reply to the customer with details on how to create a Chinavasion account, place orders, and preview all details for payment. This is the most appropriate action because the customer is asking for assistance in calculating the price for a specific product and shipping fee. By providing the customer with instructions on how to create an account, place orders, and view payment details, they will have the necessary information to proceed with their purchase.

The correct answer is to provide a reply to the customer stating that services can only be provided in English. This is the appropriate action because the customer is an unregistered customer and is providing information in their own language. As a result, it is important to communicate to the customer that the company can only offer services in English.

The standard requirement for tickets is to provide a reply to the customer within 1 working day. This means that the customer should expect to receive a response from the company within one business day, excluding weekends and holidays.

The correct answer is to put the ticket to "Order Manual Quote." This is because the customer is asking for a quote for a specific Chinavasion product. By putting the ticket in the "Order Manual Quote" category, it indicates that further action is needed to provide the customer with a manual quote for the requested product.

The correct answer is to put the ticket in "Open RMA Case Handling." This is because the customer is asking about the status of their authorized return to Chinavasion RMA. By putting the ticket in this category, it indicates that it needs to be handled by the team responsible for managing RMA cases, who can provide the customer with the information they need.

The correct answer is to put the ticket in "Marketing". This is because the customer is asking for a free sample in order to make a review about Chinavasion's product/s. This falls under the realm of marketing, as providing samples to potential reviewers is a common marketing practice. By putting the ticket in the "Marketing" category, the appropriate team will be able to handle the request and potentially send the customer a free sample for review purposes.