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!
- 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
Correct Answer
C. Special Order (if that size is available)Explanation
If a female guest wears a size 11 ring and wants to purchase an in-store stock size ring, she should be suggested to special order the ring if that size is available. This means that the store does not currently have the ring in her size, but they can order it specifically for her. This ensures that she gets the correct size without having to send it out for sizing, choose a different ring, or wear it on a different finger.Rate this question:
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- 2.
Does the Lifetime Jewelry Protection Plan cover replacement of damaged earring backs and posts?
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
Damaged earring backs and posts are some of the services covered by the Lifetime Jewelry Protection Plan.Rate this question:
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- 3.
What is the return period for Piercing Pagoda returns?
- A.
90 days
- B.
30 days
- C.
60 days
- D.
365 days
Correct Answer
B. 30 daysExplanation
Piercing Pagoda return period is 30 days, and the exchange period is 90 days.Rate this question:
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- 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
Correct Answer
B. No, only select diamonds are certified, and these will come with a certification cardExplanation
Only select diamonds are certified, but all of our diamonds are real. Certified diamonds will display CERT in their product description, and have a diamond certificate reporting the 4Cs of the diamond.Rate this question:
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- 5.
A $1,200 emerald ring is eligible for a trade-in.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Only Zales diamond bridal set, solitaire ring, solitaire earrings or solitaire pendant are eligible for a trade-in with a valid Zales sales receipt.Rate this question:
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- 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
Correct Answer
A. She may use her Pagoda card at Zales, Zales Outlet, and Gordon's.Explanation
Signet Dallas Brand cards may be used at any brand in their respective country (Peoples and Mappins; Zales, Zales Outlet, Gordon's, and Pagoda).Rate this question:
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- 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
Correct Answer
A. TrueExplanation
Zales, Zales Outlet, Gordon’s, Peoples and Mappins stores can perform a Lifetime Diamond Commitment inspection for any Lifetime Diamond Commitment.Rate this question:
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- 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
Correct Answer
D. None of our protection plans cover lost itemsExplanation
Across all brands, we do not offer any coverage or replacement options for lost items. For a guest to use any protection plan for repair or replacement services, they must have the item. For Piercing Pagoda, per the bottom of their receipt, they must have the original receipt and merchandise.Rate this question:
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- 9.
Springfield, Pennsylvania has how many Piercing Pagoda stores?
- A.
1
- B.
2
- C.
3
- D.
4
Correct Answer
B. 2Explanation
There are currently two Piercing Pagoda locations in the Springfield Mall. Store Directory and Epiphany contains this information.Rate this question:
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- 10.
Refunds go to the original form of payment unless that form of payment is no longer available?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Refunds typically go back to the original form of payment used for the purchase. However, if that original form of payment is no longer available, such as if the credit card used for the purchase has expired or been canceled, then an alternative method may be used for the refund. Therefore, the statement that refunds go to the original form of payment unless that form of payment is no longer available is true.Rate this question:
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- 11.
Can Zales gift cards purchased online be redeemed in stores?
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
Zales gift cards purchased online can be redeemed in stores. This means that customers who buy Zales gift cards online can use them as a form of payment when making purchases at physical Zales store locations.Rate this question:
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- 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
Correct Answer
A. GS Internal Helpdesk (IHD)Explanation
Escalated calls are warm transferred to the Internal Helpdesk (IHD) where the next available Team Lead or Supervisor will assist.Rate this question:
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- 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.
Correct Answer
A. 30 DaysExplanation
Per our Return and Exchange policy as listed on our site and in Confluence, guests may return or exchange a watch purchase within 30 days of purchase.Rate this question:
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- 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
Correct Answer
A. $50 to $500Explanation
The value range available for purchase on gift cards purchased at Zales.com is $50 to $500.Rate this question:
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- 15.
What is the exchange period for Piercing Pagoda exchanges?
- A.
90 days
- B.
30 days
- C.
60 days
- D.
365 days
Correct Answer
A. 90 daysExplanation
Piercing Pagoda return period is 30 days, and the exchange period is 90 days.Rate this question:
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- 16.
Which clarity has the least amount of inclusions?
- A.
I1
- B.
VVS1
- C.
SI1
- D.
VS1
Correct Answer
B. VVS1Explanation
VVS1 clarity has the least amount of inclusions. In the diamond grading system, VVS1 stands for Very Very Slightly Included 1, indicating that the diamond has very few and very small inclusions that are difficult to see under 10x magnification. On the other hand, I1, SI1, and VS1 clarities have a higher number and larger inclusions compared to VVS1, making them less clear and potentially affecting the diamond's overall appearance and value.Rate this question:
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- 17.
The only brand that does not offer Lifetime Diamond Commitment inspections is:
- A.
Mappins
- B.
Pagoda
Correct Answer
B. PagodaExplanation
Zales, Zales Outlet, Gordon’s, Peoples and Mappins stores can perform a Lifetime Diamond Commitment inspection for any Lifetime Diamond Commitment.Rate this question:
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- 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
Correct Answer
A. 2Explanation
The correct answer is 2. This means that a ring can be sized up or down by a maximum of two sizes and still be covered under the Lifetime Jewelry Protection Plan. This allows customers to have some flexibility in adjusting the size of their ring without losing the benefits of the protection plan.Rate this question:
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- 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
Correct Answer
C. Special Order (if that size is available)Explanation
If a female guest wears a size 11 ring and wants to purchase an in-store stock size ring, she should be suggested to special order the ring if that size is available. This means that the store does not currently have the ring in her size, but they can order it specifically for her. This option allows the guest to get the ring in her desired size without having to send it out for sizing or choose a different ring.Rate this question:
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- 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
Correct Answer
D. Trade-in the ringExplanation
The guest is outside of the return and exchange period, but he is still eligible to trade-in the ring.Rate this question:
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- 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)
Correct Answer
B. Lifetime Jewelry Protection Plan (if purchased)Explanation
The Lifetime Jewelry Protection plans covers diamonds with a purchase price of under $200.Rate this question:
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- 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.
Correct Answer
C. The piercing is free with an in-store purchase of a piercing earring and an additional $2.00 charge for cartilage piercings..Explanation
Free ear piercing is provided to our customers with an in-store purchase of piercing earrings. There is an additional $2.00 charge for cartilage piercing, available only in select stores. This information is found on the Pagoda site under piercing FAQs.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
Only new diamond purchases of $200 or more are eligible for a Lifetime Diamond Commitment. Pre-owned items that we sell in-store and online are no eligible for a Lifetime Diamond Commitment. Third party purchases (pawn stores, person-to-person, eBay, etc.) are no eligible for a Lifetime Diamond Commitment even if purchased from a Signet Dallas brand store.Rate this question:
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- 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
Correct Answer
A. 2177274Explanation
The transaction number was 2177274, and the associated ID of the Jewelry Consultant that sold them the item was 365620.Rate this question:
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- 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
Correct Answer
A. 111.75Explanation
The transaction total was $111.75 as indicated by the grey bar summarizes the activities for that transaction in Customer Search.Rate this question:
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- 26.
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. Can she resize her ring after purchase?
- A.
Yes
- B.
No
Correct Answer
B. NoExplanation
Sterling silver rings cannot be resized after purchase.Rate this question:
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