From Our Doors To Yours.....Delivery And Other Issues

10 Questions | Total Attempts: 69

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From Our Doors To Yours.....Delivery And Other Issues - Quiz

This quiz will focus on delivery and other issues that may arise.


Questions and Answers
  • 1. 
    For order number 87140277, what carrier is responsible for final delivery of this package?
    • A. 

      Canada Post

    • B. 

      UPS

    • C. 

      USPS

    • D. 

      UPS Express Saver

  • 2. 
    For the same order number 87140277 where can you locate the secondary tracking number?
    • A. 

      UPS site

    • B. 

      Call 1-800-PICK-UPS

    • C. 

      Ask Supervisor or Delivery Resolution

    • D. 

      USPS Tracking Lookup

  • 3. 
    The secondary tracking number for order 87140277 is________________?
  • 4. 
    A customer calls to upgrade their shipping method, but their order is in fraud screening status. What do you do?
    • A. 

      Upgrade their shipping for them, and leave a case note

    • B. 

      Put the request in a case note so the Fraud team can process the upgrade.

    • C. 

      Apologize that we cannot help them because of the size of their order.

    • D. 

      Ask for the security code to put in a case note, then upgrade the shipping.

  • 5. 
    A domestic customer decides they no longer want their order and they refuse the package. It comes back as a return, but how much are they credited back?
    • A. 

      They are credited for the entire cost of the order.

    • B. 

      They are credited for the amount of the subtotal (COG) only.

    • C. 

      They are credited for the amount of the subtotal (COG) minus 15% restocking fee.

    • D. 

      They are credited for the amount of the subtotal (COG) minus the return shipping, and minus 15% restocking fee.

  • 6. 
    A customer's subtotal is $249.99 and they then applied a $20 off coupon to their order. Afterwards, they realized their 15% coupon would have been a better deal. You agree to credit the difference between the two coupons. How much is your credit request for?
    • A. 

      $16.66

    • B. 

      $24.99

    • C. 

      $17.50

    • D. 

      $37.50

  • 7. 
    Offering the impulse buy while emphasing the discounted rate at the end of the order is considered an effective cross-sell.
    • A. 

      True

    • B. 

      False

  • 8. 
    A customer is having issues placing an order on the website, they keep getting an error message when they hit the submitt button. They call into the call center frustrated asking for help what is the first thing you do?
    • A. 

      Look in CyberSource to see if the issue is there.

    • B. 

      Have the customer go over the billing info with you to check for any errors.

    • C. 

      Offer to place the order for the customer.

    • D. 

      Apologize

  • 9. 
    Cusotmer called about their CE order. The order subtotal is $226.84 with 3-Day shipping and a postal code of 48124. The customer wanted to upgrade the shipping to Premium Saturday delivery. Is this possible and if so what is the extra amount you would need to charge the cusotmer?
    • A. 

      This customer does not have Saturday delivery.

    • B. 

      Yes this is possible, and the difference is $44.95

    • C. 

      Yes this is possible, and the difference is $21

    • D. 

      Yes this is possible, and the difference is $35.95

  • 10. 
    A customer did not get one of the items in their original order, so we send out a replacement order.If the replacement gets missrounted and does not arrive by the customer's need by date, you should then request the shipping be credited in that replacement order.
    • A. 

      True

    • B. 

      False

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