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

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Anina

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Quizzes Created: 54 | Total Attempts: 22,450

Questions: 10 | Attempts: 90 | Updated: Mar 21, 2023

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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
Correct Answer
C. USPS

Explanation
Tracking numbers that containe a 'PT' will be delivered to the customer's location by USPS.

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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
Correct Answer
D. USPS Tracking Lookup

Explanation
To locate the secondary tracking number for order number 87140277, you can use the USPS Tracking Lookup. This suggests that the secondary tracking number is associated with the United States Postal Service (USPS) and can be found by using their tracking lookup feature.

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3.

The secondary tracking number for order 87140277 is________________?

Correct Answer
9102901002061600077647

Explanation
The secondary tracking number for order 87140277 is 9102901002061600077647.

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4
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.
Correct Answer
A. Upgrade their shipping for them, and leave a case note

Explanation
You can upgrade the shipping for the customer while it is in this status, just make sure to read the case notes first to check for any messages from the Security Review department. Don't forget to leave a case note indicating what you have done.

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

Explanation
If a packages is refused the customer will receive a credit for the subtotal less 15% restocking fee.

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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
Correct Answer
C. $17.50

Explanation
The customer's subtotal is $249.99. They initially applied a $20 off coupon, which reduced the total to $229.99. However, they realized that a 15% coupon would have been a better deal. To calculate the credit request, we need to find the difference between the two coupons. The 15% coupon would have reduced the total by 15% of $249.99, which is $37.50. Therefore, the credit request is $37.50 - $20 = $17.50.

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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
Correct Answer
A. True

Explanation
Effective cross-sell and up-sell attempts should be made during the sale not after, because all orders do not receive an impulse buy. Along with those effective offers during the sale you should also be offering the customer the impulse buys at the end of the sale.Impulse buys should be done descriptively, and effectively like all other offers.

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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
Correct Answer
D. Apologize

Explanation
You should always show empathy to a customer whether it is a positive or negative situation.

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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
Correct Answer
C. Yes this is possible, and the difference is $21

Explanation
The customer wants to upgrade their shipping to Premium Saturday delivery. The question asks if this is possible and, if so, the extra amount that needs to be charged. The correct answer states that it is possible to upgrade the shipping and the difference in cost is $21.

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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
Correct Answer
B. False

Explanation
You should always request the shipping credit in the original order, because the replacement is a zero dollar order and there is no money to refund from. Make sure to leave case notes in the replacement and original order.

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

For order number 87140277, what carrier is responsible for final delivery of this package?

For the same order number 87140277 where can you locate the secondary tracking number?

The secondary tracking number for order 87140277 is________________?

A customer calls to upgrade their shipping method, but their order is in fraud screening status. What do you do?

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 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?

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

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?

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 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.