Cs Dept. Test 7: Needs New RMA
This questionnaire consists of 20 multiple choice questions to measure your skills about Needs new RMA tickets.
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 20 points. The total time for this test is 60 minutes.
- 1.
Scenario 1: You are checking "Needs new RMA" tickets. In one ticket you can preview VIP case, item confirmed faulty. Your actions:
- A.
Open RMA case in rma trac, contact VIP customer by using predefined reply
- B.
Sort ticket to "VIP Customer Support"
- C.
Sort ticket to "Contact Chinavasion Management"
Correct Answer
B. Sort ticket to "VIP Customer Support"Explanation
The correct answer is to sort the ticket to "VIP Customer Support" because the scenario states that the item has been confirmed faulty and the customer is a VIP. Sorting the ticket to "VIP Customer Support" ensures that the issue is given priority and handled by a specialized team that is dedicated to providing support to VIP customers.Rate this question:
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- 2.
Scenario 2: You are checking "Needs new RMA" tickets. Item confirmed faulty. The price of the item is 15 USD. Your actions:
- A.
Authorize RMA in rma trac, add comment in event log admin, update rma trac- close case under status "Partial credit given - no return".
- B.
Check order status in admin, all details regarding item, price, customer, address, event log comments, country, weight, allowance. Authorize RMA in rma trac, add comment in event log admin, update rma trac- close case under status "Partial credit given - no return".
- C.
Sort ticket to "Pending RMA Tech check"
Correct Answer
B. Check order status in admin, all details regarding item, price, customer, address, event log comments, country, weight, allowance. Authorize RMA in rma trac, add comment in event log admin, update rma trac- close case under status "Partial credit given - no return".Explanation
The correct answer is to check the order status in admin and review all the relevant details such as the item, price, customer, address, event log comments, country, weight, and allowance. After that, authorize the RMA in the RMA trac system, add a comment in the event log admin, and update the RMA trac to close the case under the status "Partial credit given - no return". This process ensures that all necessary information is reviewed and recorded accurately before proceeding with the RMA authorization and closure.Rate this question:
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- 3.
Scenario 3: You are checking "Needs new RMA" tickets. Item confirmed faulty, item is not availble, and will not be back. Price is 50 USD. What will be the reason of compensation?
- A.
Blacklisted products or suppliers
- B.
Lower than USD 40
- C.
Heavy products
Correct Answer
A. Blacklisted products or suppliersExplanation
The reason for compensation in this scenario would be blacklisted products or suppliers. This means that the faulty item is from a supplier or falls under a product category that has been blacklisted due to previous issues or concerns. As a result, compensation would be provided to the customer for the inconvenience caused by receiving a faulty item from a blacklisted source.Rate this question:
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- 4.
Scenario 4: You are checking "Needs new RMA" tickets. Item confirmed faulty, country for Billing address and Shipping address is Germany. Which Predefined reply will you use?
- A.
Confirmed broken_SZ
- B.
Confirmed broken_HK
- C.
MBB MBN HK
Correct Answer
B. Confirmed broken_HKExplanation
The correct answer is "Confirmed broken_HK" because the item has been confirmed as faulty and the country for both the billing address and shipping address is Germany. "Confirmed broken_HK" is the most appropriate predefined reply for this scenario.Rate this question:
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- 5.
Scenario 5:You are checking "Needs new RMA" tickets. Item confirmed faulty, country for Billing address and Shipping address is Italy. Which Predefined reply will you use?
- A.
Confirmed broken HK
- B.
Confirmed broken SZ
- C.
Sort ticket to "VIP Customer Support"
Correct Answer
A. Confirmed broken HKExplanation
The correct answer is "Confirmed broken HK." This option is the most appropriate because it indicates that the item has been confirmed as broken and the customer is located in Italy. "HK" likely stands for Hong Kong, which suggests that the item needs to be returned to a specific location for repair or replacement.Rate this question:
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- 6.
Scenario 6: You are checking "Needs new RMA" tickets. Item confirmed Maybe faulty, Maybe not. Country for Billing address and Shipping address is France. Which Predefined reply will you use?
- A.
MBB MBN SZ
- B.
MBB MBN HK
- C.
Confirmed broken SZ
Correct Answer
A. MBB MBN SZExplanation
The correct answer is "MBB MBN SZ" because the item is confirmed to be maybe faulty and maybe not. The billing and shipping addresses are both in France. Therefore, the predefined reply "MBB MBN SZ" is the appropriate response for this scenario.Rate this question:
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- 7.
Scenario 7: You are checking "Needs new RMA" tickets. Item confirmed faulty. After you check Lead time details, you didn't find any infomration about item. You checked information in Admin, last modification was made 12 months before. Price for the item is 68 EUR.Your actions?
- A.
Item cannot be repaired, need to authorize compensation for item 68 EUR. Add comment in admin, authorize RMA case in rma trac, add all details, leaves case as "Partial credit given - No return"
- B.
Item cannot be repaired, need to authorize compensation for item 68 EUR. Add comment in admin, authorize RMA case in rma trac, add all details, leaves case as "Full credit given - No return"
- C.
Sort ticket to "Contact Chinavasion Management"
Correct Answer
A. Item cannot be repaired, need to authorize compensation for item 68 EUR. Add comment in admin, authorize RMA case in rma trac, add all details, leaves case as "Partial credit given - No return"Explanation
Based on the information provided, the correct answer is to authorize compensation for the faulty item for 68 EUR. Since the item cannot be repaired and there is no information about the lead time, it is necessary to add a comment in the admin system and authorize an RMA case in the RMA trac system. The case should be left as "Partial credit given - No return" because the item is faulty and cannot be returned.Rate this question:
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- 8.
Scenario 8: You are checking "Needs new RMA" tickets. Item confirmed faulty. After you check Lead time details, you find "60" in Lead time. Your actions?
- A.
Authorize RMA as usual, item can be repaired
- B.
Contact purchase colleagues to re-check information, can repair item or not?
- C.
Sort ticket to "Pending RMA Tech check"
Correct Answer
A. Authorize RMA as usual, item can be repairedExplanation
The lead time of "60" indicates that the item can be repaired within a reasonable amount of time. Therefore, there is no need to contact purchase colleagues or sort the ticket to "Pending RMA Tech check". The correct action is to authorize the RMA as usual.Rate this question:
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- 9.
Scenario 9: You are checking "Needs new RMA" tickets. Item confirmed faulty. After you check Lead time details, you find "80" in Lead time. Customer is VIP. Product cost is 200 USD. Your actions?
- A.
Authorize RMA as usual
- B.
Sort ticket to "VIP Customer Support"
- C.
Contact purchase team colleagues regarding item, ca repair or not?
Correct Answer
B. Sort ticket to "VIP Customer Support"Explanation
Based on the given scenario, the correct answer is to sort the ticket to "VIP Customer Support". This is because the customer is a VIP and therefore requires special attention and support. By sorting the ticket to the VIP Customer Support team, they will be able to prioritize and handle the issue with the necessary urgency and care. The lead time details and product cost are not relevant in this context, as the focus is on providing exceptional service to the VIP customer.Rate this question:
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- 10.
Scenario 10: You are checking "Needs new RMA" tickets. Item confirmed Maybe faulty, maybe not. Country for Billing and Shipping is Israel. Your actions?
- A.
Authorize RMA as usual
- B.
Check with CS China team, can we authorize RMA for Israel as normal?
- C.
Sort ticket to "Pending RMA tech check"
Correct Answer
A. Authorize RMA as usualExplanation
The correct answer is to authorize RMA as usual. This is because the item is confirmed to be maybe faulty, maybe not, and the country for billing and shipping is Israel. Therefore, there is no indication that special authorization or further checks are required before proceeding with the RMA process.Rate this question:
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- 11.
Scenario 11: Once you are authorizing RMA case in rma trac, you are adding data in "Keywords". What exact data you are adding?
- A.
Order number
- B.
Ticket ID
- C.
Item code
Correct Answer
A. Order numberExplanation
The data that is being added in the "Keywords" field when authorizing an RMA case in RMA Trac is the order number. This is likely done to associate the RMA case with the specific order that it pertains to, allowing for easier tracking and reference.Rate this question:
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- 12.
Scenario 12: Once you are authorizing RMA case in rma trac, you are modifying data in "Severity". What exact data you are adding?
- A.
Need to choose "Normal customers", "VIP customers", based on customer's type. Check details in Admin.
- B.
No need to modify this data
- C.
We need to choose "Normal customers" for all cases, it's our policy
Correct Answer
A. Need to choose "Normal customers", "VIP customers", based on customer's type. Check details in Admin.Explanation
In the given scenario, when authorizing an RMA case in RMA Trac, the data being modified in "Severity" is the selection of "Normal customers" or "VIP customers" based on the customer's type. This information can be found in the Admin section where the details regarding customer types are provided. According to the policy, "Normal customers" should be chosen for all cases.Rate this question:
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- 13.
Scenario 13: Once you are authorizing RMA case in rma trac, you are modifying data in "Summary". What exact data you are adding?
- A.
Order number
- B.
Ticket ID
- C.
Customer's type
Correct Answer
B. Ticket IDExplanation
In the given scenario, when authorizing an RMA case in the RMA trac, the data being modified in the "Summary" is the Ticket ID. This means that the Ticket ID is being added to the RMA case to provide a unique identifier for tracking and reference purposes. The Ticket ID helps in efficiently managing and organizing the RMA cases, ensuring that each case is properly documented and can be easily identified and accessed when needed.Rate this question:
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- 14.
Scenario 14: Once you are authorizing RMA case in rma trac, you are modifying data in "Component". What exact data you are adding?
- A.
Type of the device, based on our personal knowledge about device
- B.
Type of the device, based on details from our website www.chinavasion.com
- C.
No need to change any data, it's our policy
Correct Answer
B. Type of the device, based on details from our website www.chinavasion.comExplanation
The correct answer is "Type of the device, based on details from our website www.chinavasion.com." When authorizing an RMA case in rma trac, the data being added in the "Component" field is the type of the device, which is determined based on the details provided on the website www.chinavasion.com.Rate this question:
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- 15.
Scenario 15: Once you are authorizing compensation for the device and adding details in RMA case / rma trac, you are modifying data in "Currency". What exact data you are adding?
- A.
We need to add USD amount for all cases, for all devices - this is our policy
- B.
We need to choose correct currency/refer to the original order in Admin and check all details there first
- C.
No need to change and modify any details, this option is only for VIP CS team
Correct Answer
B. We need to choose correct currency/refer to the original order in Admin and check all details there firstExplanation
The correct answer is to choose the correct currency and refer to the original order in the Admin to check all the details first. This means that when authorizing compensation for the device and adding details in the RMA case or RMA trac, it is important to select the appropriate currency and cross-reference with the original order in the Admin system to ensure accuracy and consistency in the data. This step is necessary to ensure that the correct amount is added and that all relevant information is considered before making any modifications.Rate this question:
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- 16.
Please choose correct answer: Once you are authorizing RMA case / rma trac, you are responsible to check existing comment and modify/ add clear comment with all detailis in ticket if there is no such comment, including order number, item code, quantity, issue details, reason of fault, country, customer's email, country, customer's ID, time frame for the device issue, TST confirmation final comment. Please choose correct answer. Please
- A.
Yes, we are responsible to check comment, and if necessary add/modify it in ticket
- B.
No, we no need to check/add any comments
- C.
We are responsible only for adding comment, we are not checking existing comments
Correct Answer
A. Yes, we are responsible to check comment, and if necessary add/modify it in ticketExplanation
The correct answer is "Yes, we are responsible to check comment, and if necessary add/modify it in ticket." This answer states that when authorizing an RMA case or RMA trac, it is our responsibility to review the existing comments and make any necessary additions or modifications to provide clear and detailed information. This includes including order number, item code, quantity, issue details, reason for the fault, customer's email and ID, country, time frame for the device issue, and TST confirmation final comment.Rate this question:
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- 17.
Scenario 17: You are checking "Needs new RMA" tickets. Item confirmed faulty. Device is not listed in Lead time. Once you checked Admin details, you find data, last modification was made 5 months before. Your actions?
- A.
Authorize RMA case as usual
- B.
Contact CS China team (Irina, Helen) via email to check details
- C.
Sort ticket to "Pending RMA Tech check"
Correct Answer
B. Contact CS China team (Irina, Helen) via email to check detailsExplanation
The correct answer is to contact the CS China team (Irina, Helen) via email to check the details. This is because the device is not listed in Lead time and the last modification was made 5 months before. By reaching out to the CS China team, they can provide more information and guidance on how to proceed with the RMA case.Rate this question:
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- 18.
Scenario 18: You are checking "Needs new RMA" tickets. In one ticket, you review the case- after our RMA authorization customer is not happy and do not want to ship item back to us. Your actions?
- A.
Sort ticket to "VIP Customer Support"
- B.
Kindly educate customer about our RMA/warranty policy, kindly ask to follow our instructions and ship item back to us
- C.
Sort ticket to "Pending RMA Tech check"
Correct Answer
B. Kindly educate customer about our RMA/warranty policy, kindly ask to follow our instructions and ship item back to usExplanation
The correct answer is to kindly educate the customer about the RMA/warranty policy and ask them to follow the instructions to ship the item back. This is the appropriate action because the customer is not happy after the RMA authorization and does not want to return the item. By educating the customer about the policy and requesting them to follow the instructions, it helps ensure that the customer understands the process and the company's requirements. It also allows the company to properly assess the item and address any concerns or issues the customer may have.Rate this question:
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- 19.
Please choose correct answer:
- A.
According to our internal policy, we do not have any special terms and conditions for our VIP customers. Our warranty policy is same for all our customers.
- B.
According to our internal policy, we have special terms and conditions for our VIP customers. Each CS representative is able and responsible to follow VIP RMA cases under "VIP customer support" tickets.
- C.
According to our internal policy, we have special terms and conditions for our VIP customers. VIP China team is responsible to follow VIP RMA cases under "VIP customer support" tickets.
Correct Answer
C. According to our internal policy, we have special terms and conditions for our VIP customers. VIP China team is responsible to follow VIP RMA cases under "VIP customer support" tickets.Explanation
The correct answer is that according to the company's internal policy, they have special terms and conditions for their VIP customers. The VIP China team is responsible for handling VIP RMA cases under "VIP customer support" tickets. This suggests that the company provides dedicated support and services for their VIP customers, indicating a higher level of service and priority compared to regular customers.Rate this question:
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- 20.
Scenario 20. You are checking "Needs new RMA" tickets. During the weekend we have a delay with final solution for our customer. Due to this reason, customer opened Paypal dispute. At the moment TST provided clear confirmation. Product confirmed faulty. Your actions?
- A.
Authorize RMA case as usual, kindly explain the reason of delay to customer, and ask to close Paypal dispute
- B.
At first, customer should close Paypal dispute, only after this we can authorize RMA
- C.
Sort ticket to "Billing"
Correct Answer
A. Authorize RMA case as usual, kindly explain the reason of delay to customer, and ask to close Paypal disputeExplanation
The correct answer is to authorize the RMA case as usual, explain the reason for the delay to the customer, and ask them to close the Paypal dispute. This is the appropriate course of action because the product has been confirmed as faulty by TST. By authorizing the RMA case, the customer can proceed with returning the product for a replacement or refund. It is important to explain the reason for the delay to the customer to maintain transparency and trust. Asking the customer to close the Paypal dispute is necessary to resolve any financial issues related to the purchase.Rate this question:
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