Guest Service Comprehensive Assessment 122017

27 Questions | Total Attempts: 23

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Guest Service Comprehensive Assessment 122017

Please utilize all of your resources (system tools, epiphany, Confluence, etc. ) during this assessment. You may not share answers during this assessment and please, respectfully, refrain from conversations while other training participants are still taking this assessment. The goal score for the exam is 85% and above. Good luck!


Questions and Answers
  • 1. 
    If a female guest wears a size 11 ring, and she wants to purchase an in-store stock size ring – she should be suggested to:
    • A. 

      Send it out to the local jeweler for sizing

    • B. 

      Pick a different ring in her size

    • C. 

      Special Order (if that size is available)

    • D. 

      Wear the ring on a different finger

  • 2. 
    Does the Lifetime Jewelry Protection Plan cover replacement of damaged earring backs and posts?
    • A. 

      Yes

    • B. 

      No

  • 3. 
    What is the return period for Piercing Pagoda returns?
    • A. 

      90 days

    • B. 

      30 days

    • C. 

      60 days

    • D. 

      365 days

  • 4. 
    Are all diamonds certified?
    • A. 

      Yes, the purchase will come with a certification card

    • B. 

      No, only select diamonds are certified, and these will come with a certification card

    • C. 

      No, Zales does not carry Certified Diamonds

    • D. 

      No, Only real diamonds are certified

  • 5. 
    A $1,200 emerald ring is eligible for a trade-in.
    • A. 

      True

    • B. 

      False

  • 6. 
    Scenario: A guest calls to find out if she may use her Piercing Pagoda credit card to purchase a bridal set at Zales. You would advise her that:
    • A. 

      She may use her Pagoda card at Zales, Zales Outlet, and Gordon's.

    • B. 

      She may only use her Pagoda card at a Pagoda Kiosk or Pagoda.com

  • 7. 
    Guests of Signet Dallas brands may have a Lifetime Diamond Commitment inspection performed at any Signet Dallas brand location (except for Piercing Pagoda). 
    • A. 

      True

    • B. 

      False

  • 8. 
    Which of our protection plans cover lost items? 
    • A. 

      Lifetime Jewelry Protection Plan with Limited Theft Replacement

    • B. 

      Fine Watch Protection Plan

    • C. 

      Extended Service Agreement

    • D. 

      None of our protection plans cover lost items

  • 9. 
    Springfield, Pennsylvania has how many Piercing Pagoda stores?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 10. 
    Refunds go to the original form of payment unless that form of payment is no longer available?
    • A. 

      True

    • B. 

      False

  • 11. 
    Can Zales gift cards purchased online be redeemed in stores?
    • A. 

      Yes

    • B. 

      No

  • 12. 
    Guest Service Consultant’s warm transfer escalated calls to:
    • A. 

      GS Internal Helpdesk (IHD)

    • B. 

      Direct Call to Team Lead

    • C. 

      Direct Call to Supervisor

    • D. 

      Direct Call to District Manager

  • 13. 
    What is the return period for a watch purchase at Gordon's Jewelers?
    • A. 

      30 Days

    • B. 

      60 Days

    • C. 

      90 Days

    • D. 

      Watches may not be returned.

  • 14. 
    What is the value range available for purchase on gift cards purchased at Zales.com?
    • A. 

      $50 to $500

    • B. 

      $10 to $1000

    • C. 

      $50 to $5000

    • D. 

      $10 to $2500

  • 15. 
    What is the exchange period for Piercing Pagoda exchanges?
    • A. 

      90 days

    • B. 

      30 days

    • C. 

      60 days

    • D. 

      365 days

  • 16. 
    Which clarity has the least amount of inclusions?
    • A. 

      I1

    • B. 

      VVS1

    • C. 

      SI1

    • D. 

      VS1

  • 17. 
    The only brand that does not offer Lifetime Diamond Commitment inspections is:
    • A. 

      Mappins

    • B. 

      Pagoda

  • 18. 
    Up to how many sizes up or down can a ring be sized to be covered under the Lifetime Jewelry Protection Plan?
    • A. 

      2

    • B. 

      3

    • C. 

      1

    • D. 

      Rings cannot be sized ever

  • 19. 
    If a female guest wears a size 11 ring, and she wants to purchase an in-store stock size ring – she should be suggested to:
    • A. 

      Send it out to the local jeweler for sizing

    • B. 

      Pick a different ring in her size

    • C. 

      Special Order (if that size is available)

    • D. 

      Wear the ring on a different finger

  • 20. 
    Nick Wilde purchased a diamond solitaire ring for his girlfriend in May with the intention of proposing later in the year. Four months later, he decided that he wants to upgrade the ring to a 3 CT solitaire, and chats in with Guest Services to find out if he may exchange the item. What can you first advise Mr. Wilde is his option?
    • A. 

      Return the ring because it’s still in the box

    • B. 

      Exchange the ring

    • C. 

      Before suggesting anything, send to the case to the District Manager

    • D. 

      Trade-in the ring

  • 21. 
    Judy Hopps purchased SKU 20021976 to celebrate her new job! She calls Guest Services to find out what type of protection she has for the stone. Which protections are available to her for the protection of her stone(s)?
    • A. 

      Lifetime Diamond Commitment

    • B. 

      Lifetime Jewelry Protection Plan (if purchased)

    • C. 

      Watch Protection Plan (if purchased)

    • D. 

      One Year Protection Plan (if purchased)

  • 22. 
    Scenario: A guest plans to get his ear cartilage pierced, and contacts us for the price. What will you inform the guest?
    • A. 

      Piercing Pagoda does not offer cartilage piercings.

    • B. 

      The piercing is free with an in-store purchase of a piercing earring.

    • C. 

      The piercing is free with an in-store purchase of a piercing earring and an additional $2.00 charge for cartilage piercings..

    • D. 

      The price is by store, and you will connect the guest to the store.

  • 23. 
    Pre-owned items and items purchased from a third party (person-to-person, eBay, etc.) are eligible for a Lifetime Jewelry Protection Plan as long as the item is in like-new condition.
    • A. 

      True

    • B. 

      False

  • 24. 
    The address 4322 Milehigh Ave was used for a purchase on 11/16/2016. What is the transaction number for the purchase? 
    • A. 

      2177274

    • B. 

      365620

  • 25. 
    The address 4322 Milehigh Ave was used for a purchase on 12/29/2016. What was the total amount paid by the guest of the transaction that day? 
    • A. 

      111.75

    • B. 

      262.50

    • C. 

      374.25

    • D. 

      636.75

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