Cs Dept. Test 4: General Enquiries
This questionnaire consists of 20 multiple choice questions to measure your skills about General Enquiries 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 20 questions. The maximum score for this test is 20 points. The total time for this test is 30 minutes.
- 1.Scenario 1: You are checking"General Enquiries" tickets. In one ticket customer send a request about softwarewhich comed with CD. After you checked our system, you didn't find the software. There is no link. Your actions:
- A.
Put ticket to "Pending RMA Tech Check"
- B.
-Add comment in Excel file -Sort ticket to "Accessories Requests"
- C.
Put ticket to "Open RMA Case Handling"
- 2.Scenario 2: You are checking"General Enquiries" tickets. In one ticket customer send a request about product complaint. Ticket is not overdue. Your actions:
- A.
Put ticket to "Pending RMA Tech Check"
- B.
Put ticket to "VIP Customer Support "
- C.
Put ticket to "Pre Return Questions"
- 3.Scenario 3: You are checking"General Enquiries" tickets. In one ticket customer send a question about product. Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Product Questions"
- C.
Put ticket to "Product Answers"
- 4.Scenario 4: You are checking"General Enquiries" tickets. In one ticket customer send a request about order status.Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Order Status"
- C.
Put ticket to "Order delivery Details"
- 5.Scenario 5: You are checking"General Enquiries" tickets. Customer is asking about dealership contract with Chinavasion. Your actions:
- A.
Kindly educate customer, we do not have any dealers and welcome to register Chinavasion account directly
- B.
Yes, we have Chinavasion dealers in different countries, please put ticket to "Contact Chinavasion Management"
- C.
Close ticket
- 6.Scenario 6: You are checking"General Enquiries" tickets. In one ticket customer is asking to send him free Chinavasion sample, so that he can make a reveiw about Chinavasion product/s. Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Marketing"
- C.
Put ticket to "Contact Chinavasion Management"
- 7.Scenario 7: You are checking"General Enquiries" tickets. In one ticket customer is asking about Payment option. Your actions:
- A.
Send a predefined reply with all details regarding payment
- B.
Close ticket
- C.
Ask customer to contact Live chat 24/7
- 8.Scenario 8: You are checking "General Enquiries" tickets. In one ticket customer is asking about dropshipping to UK. Your actions:
- A.
Send a reply about drop shipping by using pre-defined reply
- B.
Ask customer to contact Live chat 24/7
- C.
Close ticket
- 9.Scenario 9: You are checking "General Enquiries" tickets. In one ticket unregistered customer is asking you to calcualte the price for exact Chinavasion product and shipping fee. Your actions:
- A.
Close ticket
- B.
Put ticket to "Order Manual Quote"
- C.
Provide reply to customer with details how to create Chinavasion account, place orders and preview all details for payment.
- 10.Scenario 10: You are checking "General Enquiries" tickets. In one ticket unregistered customer is providing infomration in his language. After you use Google translator, you still cannot understand clear. Your actions:
- A.
Provide reply to our customer. We can provide services only in English.
- B.
Close ticket
- C.
Put ticket to "Order Manual Quote"
- 11.Scenario 11: You are checking "General Enquiries" tickets. Customer is asking to provide quote for exact Chinavasion product. Your actions:
- A.
Put ticket to "Contact Chinavasion Management "
- B.
Close ticket
- C.
Put ticket to "Order Manual Quote"
- 12.Scenario 12: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check his authorized returned to Chinavasion RMA status. Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Pre Return Questions"
- C.
Put ticket to "Pending RMA Tech Check"
- 13.Scenario 13: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check order status. Order sent out more than 3 months ago. Your actions:
- A.
Put ticket to "Order status"
- B.
Put ticket to "Deliveries"
- C.
Close ticket
- 14.Scenario 14: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check payment status and provide Paypal transfer ID. Your actions:
- A.
Put ticket to "Deliveries"
- B.
Put ticket to "Billing"
- C.
Close ticket
- 15.Scenario 15: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check order status and mention, that he is our VIP cusotmer. Your actions:
- A.
Put ticket to "VIP Customer Support"
- B.
Put ticket to "Order status"
- C.
Put ticket to "Deliveries"
- 16.Scenario 16: You are checking "General Enquiries" tickets. Customer is complaining, he did not receive necessary accessory in his order. Your actions:
- A.
Ask customer to contact Live chat 24/7
- B.
Sort ticket to "Accessories Requests"
- C.
Close ticket
- 17.Scenario 17: You are checking "General Enquiries" tickets. In one ticket VIP customer is asking to clarify Chinavasion website updates: Your actions:
- A.
Sort ticket to "VIP Customer Support"
- B.
Sort ticket to "Contact Chinavasion Management"
- C.
Sort ticket to "Level 3 Customers"
- 18.Scenario 18: You are checking "General Enquiries" tickets. Cusotmer is asking us to help with Payment for his order, which he placed recently and make payment via Bank Transfer. Your actions:
- A.
Put ticket to "Order Manual Quote"
- B.
Put ticket to "Billing"
- C.
Close ticket
- 19.Scenario 19: You are checking "General Enquiries" tickets. Customer is asking to provide information about wholesale pricies and how to get more dicount. Your actions:
- A.
Provide a clear reply by using predefined reply
- B.
Ask customer to contact 24/7 live chat
- C.
Close ticket
- 20.What is standard requirement for tickets?
- A.
We inform customer, we will provide reply within 1 working day
- B.
We inform customer, we will provide reply within 24 hours
- C.
We inform customer, we will provide reply within 48 hours
Questions: 100 | Attempts: 51 | Last updated: Mar 14, 2022
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