December 2015 Knowledge Test (HKi)

2.

For cancellation of orders from HK warehouse, if the order is in PRINTED status but there’s already a tracking number, how will you process the request?

CS can cancel the order directly and advise the customer about the cancellation.
CS should assign job and advise the customer that we should wait for the warehouse confirmation regarding the cancellation request.
CS should add hold order item to notify the warehouse about the cancellation request and advise the customer that we need the confirmation from the warehouse before we can cancel the order
Advise the customer that cancellation of the order is no longer allowed as the item has already issued with a tracking number

Correct Answer

A. CS can cancel the order directly and advise the customer about the cancellation.

Explanation

CS can cancel the order directly and advise the customer about the cancellation. This option suggests that the CS (Customer Service) can proceed with canceling the order without waiting for confirmation from the warehouse. The fact that the order is in PRINTED status and already has a tracking number does not affect the CS's ability to cancel the order. The CS can inform the customer about the cancellation and take appropriate actions to process the request.

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3.

For Printed and Scanned HK Warehouse orders, if the customer requests for cancellation, CS should put the order on hold, mark notes for order cancellation. There’s no need for assign job to OPO. Which step is missing?

Correct Answer
Add hold order item

Explanation
The missing step in this process is to add the hold order item. This step is necessary in order to properly put the order on hold and mark notes for order cancellation. Without adding the hold order item, the order may not be properly processed and the cancellation request may not be effectively communicated to the relevant parties.

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4.

Name the newly added tab in the Assigned Job tracker where orders with discontinued items together with the corresponding SKUs are listed.

Correct Answer
Orders with Discontinued items

Explanation
The newly added tab in the Assigned Job tracker is called "Orders with Discontinued items". This tab is specifically for listing orders that contain items that have been discontinued. It also includes the corresponding SKUs for these discontinued items. This tab helps to keep track of orders that may require special attention or alternative solutions due to the discontinued items.

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5.

The Secret Gift Promo is only available to what type of customer?

Standard Member
Gold Member
Platinum Member
New Customer

Correct Answer

A. Platinum Member

Explanation

The Secret Gift Promo is only available to Platinum Members. This suggests that the promo is exclusive and restricted to a specific group of customers who hold a Platinum membership. Other types of customers, such as Standard Members, Gold Members, and New Customers, do not have access to this particular promotion.

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6.

True or False: If a customer contacts us and complains about a for 3D printer he purchased from HobbyKing, CS should make sure that an RMA form has been completely filled out before forwarding the concern to the designated PS Team.

True
False

Correct Answer

A. True

Explanation

The correct answer is True. When a customer contacts us with a complaint about a 3D printer purchased from HobbyKing, the customer service (CS) team should ensure that the Return Merchandise Authorization (RMA) form has been completely filled out before forwarding the concern to the designated Product Support (PS) team. This is important because the RMA form contains essential information about the customer, the product, and the reason for the complaint. Ensuring that the form is filled out completely helps the PS team to efficiently address the customer's concern and provide appropriate support or resolution.

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7.

Topic: Incorrect Copy Order for Trackstar replacement screwsWhat should be the advice of CS to customers if they receive a replacement for screws with the whole item?

Correct Answer
Reject or decline the parcel

Explanation
The correct advice for CS to give to customers who receive a replacement for screws with the whole item is to reject or decline the parcel. This means that the customers should not accept the package and should inform the sender or the company that they do not want to keep the item. This is likely because receiving the whole item instead of just the replacement screws indicates a mistake or error in the order, and the customers should not be responsible for keeping or returning the incorrect item.

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8.

Where in our Database can we check if a customer complains about receiving an incorrect order from a non 3PL warehouse?

Correct Answer
Switch order Finder

Explanation
The correct answer is "Switch order Finder." This suggests that the Switch order Finder feature in our database is the place to check if a customer complains about receiving an incorrect order from a non 3PL warehouse. This feature likely allows us to track and identify any instances where orders may have been switched or mixed up, helping us address customer complaints and ensure accurate order fulfillment.

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9.

Which page in the database should we check the delayed orders to determine if we still need to assign job to OPO using the Assigned Job Tracker?

Correct Answer
Stuck Order Page

Explanation
To determine if we still need to assign a job to OPO using the Assigned Job Tracker, we should check the Stuck Order Page in the database. This page contains information about delayed orders, which allows us to assess whether any jobs still need to be assigned to OPO.

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10.

True or False. For AR Warehouse orders with missing item (BK Item in Printed status), we can offer order cancellation and does not require any warehouse confirmation.

True
False

Correct Answer

A. False

Explanation

The statement is false because for AR Warehouse orders with missing item (BK Item in Printed status), warehouse confirmation is required before offering order cancellation.

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December 2015 Knowledge Test (Hki)

What part of the Hobbyking website should you click to be redirected to the list of items that are under the Holiday Savings Promotion?

Quiz Preview

For cancellation of orders from HK warehouse, if the order is in PRINTED status but there’s already a tracking number, how will you process the request?

For Printed and Scanned HK Warehouse orders, if the customer requests for cancellation, CS should put the order on hold, mark notes for order cancellation. There’s no need for assign job to OPO. Which step is missing?

Name the newly added tab in the Assigned Job tracker where orders with discontinued items together with the corresponding SKUs are listed.

The Secret Gift Promo is only available to what type of customer?

True or False: If a customer contacts us and complains about a for 3D printer he purchased from HobbyKing, CS should make sure that an RMA form has been completely filled out before forwarding the concern to the designated PS Team.

Topic: Incorrect Copy Order for Trackstar replacement screwsWhat should be the advice of CS to customers if they receive a replacement for screws with the whole item?

Where in our Database can we check if a customer complains about receiving an incorrect order from a non 3PL warehouse?

Which page in the database should we check the delayed orders to determine if we still need to assign job to OPO using the Assigned Job Tracker?

True or False. For AR Warehouse orders with missing item (BK Item in Printed status), we can offer order cancellation and does not require any warehouse confirmation.

December 2015 Knowledge Test (Hki)

What part of the Hobbyking website should you click to be redirected to the list of items that are under the Holiday Savings Promotion? ________ ________

Quiz Preview

For cancellation of orders from HK warehouse, if the order is in PRINTED status but there’s already a tracking number, how will you process the request?

For Printed and Scanned HK Warehouse orders, if the customer requests for cancellation, CS should put the order on hold, mark notes for order cancellation. There’s no need for assign job to OPO. Which step is missing?

Name the newly added tab in the Assigned Job tracker where orders with discontinued items together with the corresponding SKUs are listed.

The Secret Gift Promo is only available to what type of customer?

True or False: If a customer contacts us and complains about a for 3D printer he purchased from HobbyKing, CS should make sure that an RMA form has been completely filled out before forwarding the concern to the designated PS Team.

Topic: Incorrect Copy Order for Trackstar replacement screwsWhat should be the advice of CS to customers if they receive a replacement for screws with the whole item?

Where in our Database can we check if a customer complains about receiving an incorrect order from a non 3PL warehouse?

Which page in the database should we check the delayed orders to determine if we still need to assign job to OPO using the Assigned Job Tracker?

True or False. For AR Warehouse orders with missing item (BK Item in Printed status), we can offer order cancellation and does not require any warehouse confirmation.

What part of the Hobbyking website should you click to be redirected to the list of items that are under the Holiday Savings Promotion?