Cs Dept. Test 7: Needs New RMA

20 Questions | Total Attempts: 42

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MCQ Quizzes & Trivia

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.


Questions and Answers
  • 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"

  • 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"

  • 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

  • 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

  • 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"

  • 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

  • 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"

  • 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"

  • 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?

  • 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"

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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"

  • 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"

  • 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.

  • 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"

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