Cs Dept. Test 8: Open RMA Case Handling
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Scenario 1: You are checking "Open RMA case handling" tickets. In one ticket you can preview case, customer is hot happy with our return policy and asking about refund. Your actions:
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Immediately credit compensation as customer requests
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Kindly educate customer regarding our RMA policy terms and conditions
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Ignore customer's request and close ticket
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This questionnaire consists of 13 multiple choice questions to measure your skills about Open RMA case handling 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 13 questions. The maximum score for this test is 13 points. The total time for this test is 60 minutes.
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- 2.
Scenario 2: You are checking "Open RMA case handling" tickets. Customer is informing us about successful return to Chinavasion. Your actions:
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Reply to customer - thanks for co-operation and let him know, - next steps will be given after we get it here.
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Close ticket, this information is useless.
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Sort ticket to "General Enquiries"
Correct Answer
A. Reply to customer - thanks for co-operation and let him know, - next steps will be given after we get it here.Explanation
The correct answer is to reply to the customer, thanking them for their cooperation and letting them know that the next steps will be given after the item is received. This is the most appropriate action because it acknowledges the customer's communication, expresses gratitude for their cooperation, and informs them about the next steps in the process. It shows good customer service and keeps the customer informed about the progress of their case.Rate this question:
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- 3.
Scenario 3: You are checking "Open RMA case handling" tickets. In 1 case we need to provide compensation for the item, since the price is lower than 30 USD. Once we updated admin and provide reply to customer, should we update rma trac info?
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No, we no need to update any details in rma trac
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Yes, we need to update info regarding compensation in rma trac
Correct Answer
A. Yes, we need to update info regarding compensation in rma tracExplanation
The correct answer is "Yes, we need to update info regarding compensation in rma trac." This is because when providing compensation for an item in an "Open RMA case handling" ticket, it is important to update the information in the RMA trac system. This ensures that there is a record of the compensation provided and helps to keep track of the resolution of the case.Rate this question:
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- 4.
Scenario 4: You are checking "Open RMA case handling" tickets. In 1 case we need to provide compensation for the item, since the price is lower than 30 USD. Once we added comment in admin, we need to pull out order?
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Yes, we need to pull out order
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No, we needn't pull out order
Correct Answer
A. Yes, we need to pull out orderExplanation
In this scenario, the correct answer is "Yes, we need to pull out order." This means that after adding a comment in the admin regarding the need to provide compensation for an item with a price lower than 30 USD, it is necessary to pull out the order. This suggests that there is a specific process or action that needs to be taken after adding the comment, and pulling out the order is part of that process.Rate this question:
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- 5.
Scenario 5: You are checking "Open RMA case handling" tickets. You are working on Checked OK case. We got device, it's working fine. What is our policy?
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After we checked device, it’s working fine, we no need to tell, item was fully functional. We need to ship it back to customer. Also we need to double check with customer, what was the issue, since it's working fine here.
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We no need to ship it back to customer.
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We need to ask customer to pay shipping fee to Chinavasion.
Correct Answer
A. After we checked device, it’s working fine, we no need to tell, item was fully functional. We need to ship it back to customer. Also we need to double check with customer, what was the issue, since it's working fine here.Explanation
After confirming that the device is working fine, the policy is to ship it back to the customer. Additionally, it is important to double check with the customer regarding the issue they were experiencing, as the device is functioning properly at the service center.Rate this question:
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- 6.
Scenario 7: You are checking "Open RMA case handling" tickets. Product was received in Shenzhen, you are providing reply to customer. In your reply you need to add below information?
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Need to add model code,received accessories, quantity, order number
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No need to add any information
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Need to add only quantity, no need to add model code
Correct Answer
A. Need to add model code,received accessories, quantity, order numberExplanation
In the given scenario, the correct answer is "Need to add model code, received accessories, quantity, order number". This is because when handling "Open RMA case" tickets, it is important to provide comprehensive information to the customer. Including the model code helps to identify the specific product in question. Mentioning the received accessories ensures that the customer knows what items were included in the package. Providing the quantity confirms the number of products received, and mentioning the order number helps in tracking the customer's purchase.Rate this question:
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- 7.
If customer informed us regarding address in ticket, what are our steps?
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No need to add any details before item is repaired and ready for shipping
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In this step, we need to update shipping address in trac system. Later on, once the item arrived to us for repair, we still need to re-check the address. Once we added address, we no need to change status in rma trac
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We are not updating any details, shipping team is responsible for it
Correct Answer
A. In this step, we need to update shipping address in trac system. Later on, once the item arrived to us for repair, we still need to re-check the address. Once we added address, we no need to change status in rma tracExplanation
When a customer informs us about a change in address, our first step is to update the shipping address in the trac system. However, even after updating the address, we still need to re-check the address once the item arrives for repair. It is important to ensure that the correct address is recorded and there are no errors. Additionally, there is no need to change the status in the rma trac system as this step only involves updating the address information.Rate this question:
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- 8.
Scenario 9: You are checking "Open RMA case handling" tickets. In 1 ticket you find out, that customer opened Paypal case. Your actions:
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Need to kindly ask customer to close Paypal dispute, if any difficulty, - need to contact CS China team. Also we need to keep in mind - PP dispute should be closed before we ship repaired item back to the customer.
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Simply ignore PP case
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You need to contact Billing team and ask their help
Correct Answer
A. Need to kindly ask customer to close Paypal dispute, if any difficulty, - need to contact CS China team. Also we need to keep in mind - PP dispute should be closed before we ship repaired item back to the customer.Explanation
The correct answer is to ask the customer to close the Paypal dispute and contact the CS China team if there are any difficulties. It is important to ensure that the Paypal dispute is closed before shipping the repaired item back to the customer. Ignoring the Paypal case or contacting the Billing team would not address the issue at hand.Rate this question:
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- 9.
Scenario 8: You are checking "Open RMA case handling" tickets. In 1 ticket you see the situation, - device is under warranty, but we cannot repair it.What is our policy in this case?
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We are sorry, we cannot help in this case, we ask customer to order another device.
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We should provide full compensation fro the device.
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We provide 10% of compensation for the device.
Correct Answer
A. We should provide full compensation fro the device. -
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Chinavasion Terms and Conditions - Warranty and Returns. Who Pays For What? Please choose correct answer:
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Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by the customer, cannot be reimbursed.
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Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by Chinavasion, cannot be reimbursed.
Correct Answer
A. Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by the customer, cannot be reimbursed. -
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Please choose correct answer:
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Cost of shipping repaired item back to customer from China: paid by customer in full. In order to facilitate customs clearance, we will normally use DHL if applicable to send back the repaired item to you
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Cost of shipping repaired item back to customer from China: paid by Chinavasion in full. In order to facilitate customs clearance, we will normally use Airmail and EMS if applicable to send back the repaired item to you
Correct Answer
A. Cost of shipping repaired item back to customer from China: paid by Chinavasion in full. In order to facilitate customs clearance, we will normally use Airmail and EMS if applicable to send back the repaired item to youExplanation
The correct answer is "Cost of shipping repaired item back to customer from China: paid by Chinavasion in full. In order to facilitate customs clearance, we will normally use Airmail and EMS if applicable to send back the repaired item to you." This means that Chinavasion takes responsibility for the shipping costs when sending the repaired item back to the customer from China. They also mention that they will use Airmail and EMS, which are shipping methods that can help with customs clearance.Rate this question:
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- 12.
Please choose correct answer below. Which countries are allowed to send rma to Hong Kong?
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Russia and Pakistan
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China and Italy
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Italy and Germany
Correct Answer
A. Italy and GermanyExplanation
The countries that are allowed to send RMA (Return Merchandise Authorization) to Hong Kong are Italy and Germany.Rate this question:
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- 13.
Scenario 6: You are checking "Open RMA case handling" tickets. Once we update rma trac data for received product in Shenzhen, what we need to change in status "Type"?
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Need to update status in rma
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Product received in SZ-Authorized
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Product received in HK-Authorized
Correct Answer
A. Product received in SZ-AuthorizedExplanation
When we update the RMA trac data for a received product in Shenzhen, we need to change the status "Type" to "Product received in SZ-Authorized". This indicates that the product has been received in Shenzhen and the authorization process has been completed.Rate this question:
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Quiz Review Timeline (Updated): Mar 21, 2023 +
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Jan 16, 2013Quiz Created by
Chinavasionwhole
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