Customer Service Problems Quiz: Test!

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Customer Service Problems Quiz: Test! - Quiz


Have you ever dealt with customer service problems? Customer service jobs can be challenging, especially if you are trying to please the customer or go the extra mile to fix something. This quiz presents common customer service problems and all the possible solutions involved. This fantastic quiz demonstrates how difficult it can be to cater to the public. You must know how to deal with people. Good luck with the quiz.


Questions and Answers
  • 1. 

    A customer calls and would like to add an item to their order that was just placed minutes ago. You look at the order the status is already in printed picking. What do you do?

    • A.

      Apologize, and assist the customer in placing an order for the item.

    • B.

      Use the replacement order button to place an additional order, but change the Order Source to Manual instead of Zero Dollar so that the customer is charged.

    • C.

      Have the customer place a new order for the item and call back with the order number so that we may give them a credit for the shipping.

    • D.

      Help the customer to place a new order for the item and give them a credit for budget shipping.

    Correct Answer
    B. Use the replacement order button to place an additional order, but change the Order Source to Manual instead of Zero Dollar so that the customer is charged.
    Explanation
    You should use the replace order button to create an additional order. Change the order source to Manual instead of Zero Dollar so that the customer is charged for the item. If the customer complains about paying addtional shipping you can always override the Budget shipping for them so that they are not charged for that(See your handout on adding additional POD items for instructions). By doing it this way you don't have to ask the customer for their billing and shipping information again. As a second option, you can place a new order for the item and credit the customer for the budget shipping.

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  • 2. 

    If the customer is asking for some sort of discount, 10% an appropriate starting point.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    You should always start low. You have the ability to offer the customer 5% to start with, or a credit back for budget shipping.

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  • 3. 

    If a Canadian order was placed today with Canadian Ground Shipping what is the guarantee date?

    • A.

      Monday 2/28/2011

    • B.

      Monday 3/7/2011

    • C.

      Thursday 3/3/2011

    • D.

      We do not gaurantee International orders.

    Correct Answer
    D. We do not gaurantee International orders.
  • 4. 

    One of our customers from Puerto Rico received an item in error and we asked that it be returned. How would we suggest the customer return the item?

    • A.

      Offer the customer a flexible return label

    • B.

      Have the customer return through the Post Office

    • C.

      Put in a request for a return shipping label through related work items

    • D.

      Have the customer return through UPS

    Correct Answer
    C. Put in a request for a return shipping label through related work items
    Explanation
    Puerto Rico is considered International when shipping from and to the Continental United States. There is certain customs paperwork that needs to be in place for the item to re-enter the country. This is why a flex label will not work. You must put a request in for a regular UPS return label through related work items.

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  • 5. 

    If a customer gets very upset because their packge delivery was delayed by weather it is ok to refund the shipping.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    You should try to explain the situation to the customer first. Then if they are still upset start low. Offer only to credit a small portion of their shipping and go up from there if need be.

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  • 6. 

    Our customer called to report that they have received an incorrect item. What do you do?

    • A.

      Apologize, do a replacement and have customer ship back the incorrect item.

    • B.

      Tell the customer to return the wrong item. Once we receive it we will send ou the correct item.

    • C.

      Apologize and have the customer ship back the incorrect item.

    • D.

      Have the customer ship back the incorrect item and help them to place an order for the correct one.

    Correct Answer
    A. Apologize, do a replacement and have customer ship back the incorrect item.
    Explanation
    You should always apologize first. Second you should do a replacemetn order for the customer. If the incorrect item is under $20 the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

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  • 7. 

    A customer has placed an order for her party.She is getting a scroll for the new baby that is due to be born on March 10th. The customer needs the rest of the items to prepare for the party but the order is held up due to the scroll date, what do you do?

    • A.

      Apologize, and let the customer know that there isn't anything we can do about that order. Help the customer place an order for just the party goods and let her know she can return the other order when it arrives.

    • B.

      Cancel the order and have the customer place two new seperate orders. One with the party goods, and one with the scroll.

    • C.

      Apologize and let the customer know there is nothing that we can do at this time.

    • D.

      Delete the scroll from the order and help the customer to place a seperate order for the scroll.

    Correct Answer
    D. Delete the scroll from the order and help the customer to place a seperate order for the scroll.
    Explanation
    If the customer needs the rest of the items to prepare for the party and the order is held up due to the scroll date, the best solution would be to delete the scroll from the current order. This way, the customer can place a separate order specifically for the scroll, ensuring that it arrives on time for the new baby's birth. By helping the customer with a separate order, their needs for both the party goods and the scroll can be met efficiently.

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  • 8. 

    Our customer got a damaged item that costs $50. What do you do?

    • A.

      Have the customer return the item and when the item reaches us we will send out a new one.

    • B.

      Help the customer to create a flex label free of charge and when the item returns we will ship out a new one.

    • C.

      Help the customer to create a flex label free of charge and do a replacement order for a new item right away.

    • D.

      Have the customer return the damaged item and place a brand new order for the new item

    Correct Answer
    C. Help the customer to create a flex label free of charge and do a replacement order for a new item right away.
    Explanation
    You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charage (leave case notes indicating this), and create a replacement order for the item right away.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 23, 2011
    Quiz Created by
    Anina
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