Cs Dept. Test 6: Accessories Requests

15 Questions | Total Attempts: 40

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MCQ Quizzes & Trivia

This questionnaire consists of 15 multiple choice questions to measure your skills about Accessories Requests 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 test is 15 points. The total time for this test is 50 minutes.


Questions and Answers
  • 1. 
    Scenario 1: You are checking "Accessories Requests" tickets. In one ticket VIP customer is asking to clarify details regarding missing accessory. Your actions:
    • A. 

      Sort ticket to "Contact Chinavasion Management"

    • B. 

      Sort ticket to "VIP Customer Support"

    • C. 

      Check details in Admin, check warranty for accessory, type of accessory a,b,c and provide clear instructions to customer directly

  • 2. 
    Scenario 2 :You are checking "Accessories Requests" tickets. In one ticket unregistered customer is complaining about product quality and ask to check details regarding accessory: Your actions:
    • A. 

      Check details about product fault, check accessory issue, check type of accessory a,b,c, provide clear instructions to customer

    • B. 

      Kindly explain - we can provide all assistance only to our registered customers. Please ask to contact re-seller for assistance. Kindly educate customer about Chinavasion benefits and ask to register Chinavasion account

    • C. 

      Close ticket

  • 3. 
    Scenario 3 :You are checking "Accessories Requests" tickets. In one ticket customer is complaining about USB cableof the Cellphone. Based on our policy, USB cable of cellphone is
    • A. 

      A type

    • B. 

      C type

    • C. 

      B type

  • 4. 
    Please choose correct answer regarding type of acessory and warranty time from the date, customer received item successfully:
    • A. 

      A-12 days, B-15 days, C-12 month

    • B. 

      A-7 days, B-7 days, C-1 month

    • C. 

      A-7 days, B-30 days,C-12 month

  • 5. 
    Scenario 4 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: earphones of the Android tablet, and ask to check details regarding product's fault: You checked in Admin the date when customer received product - 2 months before. Your actions:
    • A. 

      Kindly provide policy info to our customer. Since warranty for accessory is 60 days, we will provide free accessory in new order

    • B. 

      Kindly provide policy info to our customer. Since warranty for accessory is 7 days, we suggest please place accessory from our website. Accessory is listed online, item is in stock.

    • C. 

      Sorry, we cannot help with accessory issue, please check all details locally

  • 6. 
    Scenario 5 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: car charger of cellphone, and ask to check details regarding product's fault: You checked in Admin the date when customer received product - 1 week before. Item is availbel online, we have stock. Your actions:
    • A. 

      Close ticket

    • B. 

      Sort ticket to "Pending RMA tech check"

    • C. 

      Kindly educate customer about our warranty policy for accessories, provide solution - kindly offer our option - provide free accessory in new order. Provide all details how to process case.

  • 7. 
    Scenario 6 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory:Power adapter of Cell Phone Watch. After you provided torubleshooting details, it's still unclear, - is it product fault or accessory fault.. Your actions:
    • A. 

      Ask customer to check with local professional

    • B. 

      Add comment, sort ticket to "Pre-return tickets"

    • C. 

      Add comment, sort ticket to "Pending RMA tech check"

  • 8. 
    Scenario 7 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: zoom lens of digital camera. You checked in Admin the date when customer received product - 1 months before. After you provided troubleshooting details, customer confirmed, it'e accessory issue. item is available online. Your actions:
    • A. 

      Ask customer to order spare zoom lens

    • B. 

      Add comment, sort to "Pending RMA tech check"

    • C. 

      Close ticket

  • 9. 
    Scenario 8 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: Adapter tipsof Solar charging. You checked in Admin the date when customer received product - 5 days. After you provided troubleshooting details, customer confirmed, it'e accessory issue. Item is not online, will not be back, EOL product. There is no chance to order accessory from Chinavason. Your actions:
    • A. 

      Offer credit (fair value)

    • B. 

      Sorry, we cannot help, item will not be back

    • C. 

      Kindly ask customer to purchase item locally

  • 10. 
    Scenario 9 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: earphones of the Android tablet,  You checked in Admin the date when customer received product - 5 days before. You also noticed, accessory was broken due to physical damage. Item is online, we have stock. Your actions:
    • A. 

      Sorry, we cannot help, since it's physical damage. Please order new accessory from our website.

    • B. 

      Ask customer more details to process the case.

    • C. 

      Close ticket.

  • 11. 
    Scenario 10 :You are checking "Accessories Requests" tickets. In one ticket registered VIP customer is complaining about product accessory: earphones of the Android tablet,  You checked in Admin the date when customer received product - 5 days before. You also noticed, accessory was broken due to physical damage. Item is online, we have stock. Your actions:
    • A. 

      Sorry, we cannot help due to physical damage, please order new item from our website.

    • B. 

      Since it's VIP customer, we need to provide free accessory in new order.

    • C. 

      Sort ticket to "VIP Customer support"

  • 12. 
    Scenario 11 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product fault, Android tablet.  You checked in Admin the date when customer received product - 2 months before. From customer's emailwe can understand clearly, - it's product issue.  Your actions:
    • A. 

      Sort to "Pre-return Questions "ticket

    • B. 

      Sort to "Pending RMA Tech Check "

    • C. 

      Sort to "Needs New RMA Case "

  • 13. 
    Scenario 12 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: Mounting bracket of Portable GPS, and ask to check details regarding product's fault: You checked in Admin the date when customer received product - 2 months before. Item is not availeble onoine, EOL product. Your actions:
    • A. 

      Kindly provide accessory warranty policy for accessory. Ask customer to purchase item locally.

    • B. 

      Since item is not available, we need to provide compensation (fair value)

    • C. 

      Sort ticket to "Pre Return Questions "

  • 14. 
    Scenario 13 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: AV cable of the digital camera, and ask to check details regarding product's fault: You checked in Admin the date when customer received product - 14 months before. Your actions:
    • A. 

      Sorry, we cannot provide any assistance since 12-month warranty expired

    • B. 

      Kindly ask more details to clarify is it product fault or accessory fault

    • C. 

      Sort ticket to "Pending RMA Tech Check "

  • 15. 
    Scenario 14 :You are checking "Accessories Requests" tickets. In one ticket registered customer is complaining about product accessory: RCA Wire of the DVD player, and ask to check details regarding product's fault: You checked in Admin the date when customer received product - 7 days before. Item is not online, we do not have stock availbe. EOL product. Your actions:
    • A. 

      Sort ticket to "Pending RMA Tech Check "

    • B. 

      Since accessory is under warranty, we need to provide credit (full value of the accessory)

    • C. 

      Since accessory is under warranty, we need to provide credit (fair value)

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