Modules 1-7: Final Exam 2012

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  • 1/63 Questions

    "RAN" stands for Return Authorization Number.

    • True
    • False
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Customer Service Training Quizzes & Trivia
About This Quiz

This final exam for Modules 1-7 in 2012 assesses knowledge of customer service operations and policies in a retail setting, focusing on inventory management, company contact methods, price guarantees, and reporting discrepancies.

Quiz Preview

  • 2. 

    What is the first thing we should do if a customer calls in stating they received a damaged item?

    • Transfer the call to the helpline

    • Get a floorwalker

    • Apologize

    • Ask for the order number

    Correct Answer
    A. Apologize
    Explanation
    If a customer calls in stating they received a damaged item, the first thing we should do is apologize. This shows empathy and acknowledges the customer's frustration or disappointment. Apologizing also helps to establish a positive rapport with the customer and can help to de-escalate the situation. Once the apology is given, we can then proceed to ask for the order number or any other necessary information to address the issue effectively.

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  • 3. 

    What are personalized banners made of?

    • Paper

    • Vinyl

    • Leather

    • Aluminum

    Correct Answer
    A. Vinyl
    Explanation
    Personalized banners are made of vinyl because vinyl is a durable and versatile material that is commonly used for outdoor signage. It is weather-resistant, able to withstand UV rays, and can be easily printed on with vibrant colors and graphics. Vinyl banners are also lightweight and easy to transport, making them a popular choice for events and promotions.

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  • 4. 

    Even if you do not always know the correct answer to a customer's question, you can always:

    • Lie to them

    • Fake it

    • Make something up

    Correct Answer
    A. Fake it
    Explanation
    The correct answer suggests that even if you don't know the correct answer to a customer's question, you should still try to appear knowledgeable and confident by "faking it." This means that instead of admitting you don't know the answer, you should try to provide a response that sounds plausible and authoritative. This approach is often used in customer service to maintain customer satisfaction and trust, even when the answer is not readily available.

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  • 5. 

    What is a guaranteed promise date for domestic packages?

    • The date theipackage will leave our distribution center

    • The date the order will be processed

    • The date the package will be delivered to the customer's doorstep

    • None of the above

    Correct Answer
    A. The date the package will be delivered to the customer's doorstep
    Explanation
    The guaranteed promise date for domestic packages refers to the date when the package will be delivered to the customer's doorstep. This means that the package will reach the customer on or before this specified date, ensuring timely delivery.

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  • 6. 

    A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?

    • Tell the customer how stupid they are for ordering so late.

    • Place the order and provide a guaranteed delivery date.

    • Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.

    Correct Answer
    A. Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
  • 7. 

    If a customer was interested in purchasing a product, what would you need to verify with the customer before putting the item into the cart?

    • The name of the item

    • The quantity the customer would like

    • Verify the price

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    Before putting the item into the cart, it is important to verify all the information with the customer. This includes confirming the name of the item to ensure that the customer is interested in the correct product. Additionally, it is necessary to verify the quantity that the customer would like to purchase to ensure that the correct amount is added to the cart. Lastly, it is important to verify the price of the item to ensure that the customer is aware of the cost before proceeding with the purchase. Therefore, all of the above options need to be verified with the customer before putting the item into the cart.

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  • 8. 

    How much does a customer get deducted for the use of a Flex Label?

    • $14

    • $10

    • $7

    • $12

    Correct Answer
    A. $7
    Explanation
    A customer gets deducted $7 for the use of a Flex Label.

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  • 9. 

    Anytime you touch an order, it's always necessary to create a case note on the account.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Creating a case note on the account whenever an order is touched is necessary because it helps to keep a record of all the actions taken on the order. This can be useful for future reference, tracking the progress of the order, and ensuring clear communication between different team members who may be working on the order. It also helps in providing a comprehensive history of the order, which can be helpful in resolving any disputes or issues that may arise. Overall, creating a case note helps in maintaining proper documentation and ensuring efficient order management.

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  • 10. 

    In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement suggests that in Opus, the "Customer Care" and "Internet" tabs are the most frequently used by this department. This implies that the department heavily relies on these tabs for their work and indicates that these tabs are essential for their daily tasks. Therefore, the answer is true.

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  • 11. 

    Communicating clearly and effectively can be as simple as slowing down and enunciating your words.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Slowing down and enunciating words can indeed help improve communication clarity and effectiveness. By speaking slowly and clearly, the speaker allows the listener to better understand the message being conveyed. This helps to minimize misunderstandings and ensures that the intended meaning is accurately received. Additionally, enunciating words helps to articulate each sound and syllable, making it easier for others to comprehend the speaker's words. Overall, slowing down and enunciating words can greatly enhance communication.

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  • 12. 

    A customer is planning a party and has selected a party pack, but needs some extra plates and napkins. They will have to purchase an additional party pack.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The customer does not need to purchase an additional party pack. The statement says that the customer has already selected a party pack, but needs some extra plates and napkins. Therefore, they only need to purchase the extra plates and napkins, not another party pack.

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  • 13. 

    What is the maximum amount you can credit a customer?

    • 10%

    • 25%

    • 50%

    • 100%

    Correct Answer
    A. 50%
    Explanation
    The maximum amount that can be credited to a customer is 50%. This means that the customer can receive a credit of up to 50% of the total amount.

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  • 14. 

    Your tone of voice is as important as the words you choose.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The tone of voice plays a crucial role in communication as it conveys emotions, attitudes, and intentions. It can greatly impact how a message is perceived and understood by the listener. The words we choose are important, but without the right tone, the intended meaning may be lost or misunderstood. Therefore, it is true that the tone of voice is as important as the words chosen in effective communication.

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  • 15. 

    If you should encounter a discrepancy on either website, who should you notify?

    • The nearest floorwalker

    • Your supervisor

    • Email [email protected]

    • No one, the problem will fix itself

    Correct Answer
    Explanation
    If you should encounter a discrepancy on either website, you should notify the email address [email protected]. This suggests that the company has a designated email address specifically for reporting any issues or discrepancies on their websites. By notifying this email address, you can ensure that the problem is brought to the attention of the appropriate department or individuals who can address and resolve it.

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  • 16. 

    A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?

    • Apologize, and tell her it's impossible.

    • You place the order and assure the customer the package will arrive on Saturday.

    • You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.

    Correct Answer
    A. You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
    Explanation
    It is important to verify if Saturday delivery is available for the customer's zip code before making any promises. By doing so, you ensure that the customer's package will be delivered on time and meet their expectations.

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  • 17. 

    BuyCostumes and Celebrate Express ship to army bases.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because both BuyCostumes and Celebrate Express ship their products to army bases. This means that customers who are stationed at army bases can order costumes and party supplies from these companies and have them delivered directly to their base.

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  • 18. 

    How many coupons or promotional codes is a customer allowed to use during a purchase? 

    • Only one coupon

    • One for shipping and one other coupon

    • We don't allow coupons

    • It is up to the representative

    Correct Answer
    A. Only one coupon
    Explanation
    Customers are only allowed to use one coupon during a purchase. This means that they can apply a single coupon or promotional code to receive a discount or special offer. They are not permitted to use multiple coupons or promotional codes simultaneously.

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  • 19. 

    You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    To receive credit for an omitted coupon, it is necessary to enter the exact coupon code into the note. This implies that any variation or mistake in entering the code may result in not receiving the credit. Therefore, it is important to be precise and accurate when entering the coupon code to ensure that the credit is applied correctly.

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  • 20. 

    When you request a credit for an omitted coupon, it is based off of the order's:

    • Subtotal

    • Grand total

    • Subtotal plus taxes

    • Subtotal plus shipping

    Correct Answer
    A. Subtotal
    Explanation
    When you request a credit for an omitted coupon, it is based off of the order's subtotal. This means that the credit will be calculated based on the total cost of the items in the order before any taxes or shipping charges are applied. The subtotal is the amount that the coupon would have been applied to, so it makes sense that the credit would be based on this amount.

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  • 21. 

    If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.

    • Chat

    • Email

    • Phone

    • Visit one of our store locations

    Correct Answer(s)
    A. Chat
    A. Email
    A. Phone
    Explanation
    Customers have multiple options to contact the company, including chat, email, and phone. These forms of contact allow customers to communicate with the company conveniently and efficiently. Chat provides instant messaging support, email allows customers to send detailed inquiries or feedback, and phone enables direct communication for immediate assistance. However, visiting one of the store locations is not listed as an available form of contact in this question.

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  • 22. 

    How many business days should the customer hold on to the package if there is Carrier Damage?

    • 5 Days

    • 7 Days

    • 10 Days

    • They should send it back right away

    Correct Answer
    A. 10 Days
    Explanation
    The customer should hold on to the package for 10 days if there is carrier damage. This allows them enough time to inspect the package and its contents for any damage and report it to the carrier. Holding on to the package for this duration ensures that the customer has sufficient time to file a claim and receive compensation for any damages caused during shipping.

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  • 23. 

    You can send a Flex Label to a Canadian customer.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because Flex Labels cannot be sent to Canadian customers.

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  • 24. 

    ___________ means to identify with the feelings, thoughts and attitudes of another.

    • Compassion

    • Apathy

    • Empathy

    • Courtesy

    Correct Answer
    A. Empathy
    Explanation
    Empathy means to identify with the feelings, thoughts, and attitudes of another person. It involves understanding and sharing the emotions of someone else, putting oneself in their shoes, and being able to relate to their experiences. Empathy allows individuals to connect with others on a deeper level, show understanding, and provide support and comfort. It is an important skill in building relationships, fostering understanding, and promoting kindness and compassion towards others.

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  • 25. 

    If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    This statement is not entirely accurate. While it may be true that some individuals naturally have a more enthusiastic tone, it is not an absolute rule that there is nothing one can do to change or improve their level of enthusiasm. People can learn and develop skills to enhance their enthusiasm, such as practicing positive thinking, finding passion in their work, and adopting a growth mindset. Therefore, the correct answer is false.

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  • 26. 

    Saturday Delivery is available anywhere in the United States.

    • True

    • False

    Correct Answer
    A. False
  • 27. 

    We can place an order for a customer and use PayPal for the payment option.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it says "we can use PayPal for the payment option" which implies that PayPal is a valid payment option for placing an order for a customer. However, this may not be true as it depends on the specific policies and capabilities of the company or platform being referred to. Therefore, the statement cannot be considered universally true.

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  • 28. 

    All personalized photo items take an additional 1-2 business days (which is automatically factored into the guaranteed delivery date) with the exception of the:

    • Invitations

    • Photo banner

    • Plates

    • Favor boxes

    Correct Answer
    A. Photo banner
    Explanation
    Personalized photo items typically take an additional 1-2 business days for processing and production, but this is not the case for photo banners. The photo banner does not require the extra processing time and can be delivered within the guaranteed delivery date.

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  • 29. 

    In what order status can you make updates to the shipping address, ship level, and line items?

    • Order Complete

    • Not Printed

    • Printing in Progress

    • Printed Picking

    Correct Answer
    A. Not Printed
    Explanation
    In the "Not Printed" order status, you can make updates to the shipping address, ship level, and line items. This means that before the order is printed, you have the flexibility to modify these details as needed. Once the order reaches the "Printed Picking" status, updates to the shipping address, ship level, and line items may no longer be possible.

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  • 30. 

    Which of the following is not of the CE brands?

    • Birthday Express

    • Halloween Express

    • Costume Express

    Correct Answer
    A. Halloween Express
    Explanation
    Halloween Express is not a CE brand because it does not contain the word "Express" in its name, unlike the other two options (Birthday Express and Costume Express).

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  • 31. 

    Which orders get guaranteed promise dates for delivery?

    • Domestic orders

    • International orders

    • All orders

    • Only orders with Express and Premium service

    Correct Answer
    A. Domestic orders
    Explanation
    Domestic orders are the only orders that get guaranteed promise dates for delivery. This means that the delivery date for domestic orders is assured and customers can expect their orders to be delivered on a specific date. International orders may not have a guaranteed delivery date due to factors such as customs clearance and longer shipping times. All orders and orders with Express and Premium service may or may not have guaranteed promise dates depending on the specific policies and services offered by the company.

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  • 32. 

    Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case as credit requests may require further verification or approval before the customer's card is credited.

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  • 33. 

    You can place an order for a customer and use ShopRunner as a shipping option.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    You cannot use ShopRunner as a shipping option when placing an order for a customer.

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  • 34. 

    If there is a ____ or ____ in the tracking number, then the package will be delivered by the post office. Choose 2 answers.

    • PT

    • XX

    • YW

    • PO

    Correct Answer(s)
    A. PT
    A. YW
    Explanation
    If the tracking number contains either "PT" or "YW", it indicates that the package will be delivered by the post office.

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  • 35. 

     During the checkout process, when does the customer learn of their delivery date?

    • After entering their credit card information

    • When the customer chooses their method of delivery.

    • After the order has been submitted.

    • Before adding the items to the customer's shopping cart.

    Correct Answer
    A. When the customer chooses their method of delivery.
    Explanation
    The customer learns of their delivery date when they choose their method of delivery during the checkout process. This makes sense because the delivery date is dependent on the chosen method of delivery, such as standard shipping or expedited shipping. The customer needs to know the delivery date before finalizing their purchase and deciding on the method of delivery.

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  • 36. 

    It is okay for a customer to do an exchange, and to add any items they would like to the new order.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers have the right to exchange items and add any additional items they want to their new order. This allows them to make changes or upgrades to their purchase, ensuring their satisfaction and meeting their specific needs.

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  • 37. 

    The new AVS system we have in place to verify correct addresses will help to reduce the number of undeliverable orders.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The new AVS system is designed to verify correct addresses, which means it will ensure that the addresses provided by customers are accurate and valid. By doing so, it will help to eliminate undeliverable orders caused by incorrect addresses. Therefore, the statement is true.

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  • 38. 

    A customer has the option to add multiple embroidered treat baskets to their cart and personalize each with a different name.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because it states that a customer can add multiple embroidered treat baskets to their cart and personalize each with a different name. This suggests that the online platform or store provides the option for customers to customize each basket individually, allowing them to add different names to each basket. This feature enhances the personalization and customization options for customers, making it convenient for them to purchase multiple baskets with unique personalization.

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  • 39. 

    PEP stands for:

    • Personal, energetic, polite

    • Personal, empathetic, positive

    • Proactive, enthusiastic, pertinent

    • Penguins eat perch

    Correct Answer
    A. Personal, empathetic, positive
    Explanation
    PEP stands for Personal, empathetic, positive. This acronym is commonly used in customer service and interpersonal communication to describe the desired qualities and approach. "Personal" refers to tailoring the interaction to the individual, showing genuine interest and care. "Empathetic" emphasizes understanding and relating to the other person's feelings and perspective. "Positive" indicates maintaining a constructive and optimistic attitude throughout the interaction. These qualities help create a positive and meaningful connection with others, fostering effective communication and relationship-building.

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  • 40. 

    ACE stands for:

    • Answer, call, educate

    • Ask questions, communicate, engage

    • Always be polite, communicate, enunciate

    Correct Answer
    A. Ask questions, communicate, engage
    Explanation
    The correct answer is "Ask questions, communicate, engage". This is because ACE is an acronym that represents the actions of asking questions, communicating effectively, and engaging with others. These actions are important in various contexts, such as customer service or interpersonal relationships, as they promote active listening, understanding, and meaningful interactions.

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  • 41. 

    The exchange coupon is stackable with another coupon code.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement implies that the exchange coupon can be used in conjunction with another coupon code. This means that a customer can apply both the exchange coupon and another coupon code during a purchase, resulting in a greater discount or benefit. Therefore, the answer is true.

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  • 42. 

    How does Buy Costumes determine the shipping cost for an order?

    • Total dollar amount of the order

    • Destination of the order

    • Total weight of the order

    • Based entirely on delivery date

    Correct Answer
    A. Total weight of the order
    Explanation
    Buy Costumes determines the shipping cost for an order based on the total weight of the order. The heavier the order, the higher the shipping cost will be. This is a common practice in the shipping industry, as weight is a significant factor in determining the cost of transportation. The total dollar amount of the order, destination, and delivery date may also affect the shipping cost, but the primary factor considered by Buy Costumes is the weight of the order.

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  • 43. 

    What do cut off times signify for the customer?

    • The time of day the guaranteed promise date changes

    • The time of day the distribution center closes

    • When the orders can no longer be placed for the day

    • Break time for the call center

    Correct Answer
    A. The time of day the guaranteed promise date changes
    Explanation
    Cut off times signify the time of day when the guaranteed promise date changes for the customer. This means that after the cut off time, any orders placed will have a different promised delivery date. It is important for customers to be aware of the cut off times in order to ensure that they place their orders on time and receive them within the expected timeframe.

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  • 44. 

    How many sales offers are you required to make during a CE sales call?

    • None

    • Four

    • Three

    • At least one

    Correct Answer
    A. Three
    Explanation
    During a CE sales call, you are required to make three sales offers. This means that you need to present three different products or services to the customer in order to maximize your chances of making a sale. By offering a variety of options, you can cater to different customer needs and preferences, increasing the likelihood of closing a deal.

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  • 45. 

    If a customer would like the items on their pre-sell order sooner, you should remove the pre-sell item from their order.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Removing the pre-sell item from a customer's order is not the appropriate action if they want the items sooner. Instead, the correct course of action would be to expedite the delivery or find alternative ways to fulfill the order faster. Therefore, the given statement is false.

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  • 46. 

    What tab and icon will take you to the BuyCostumes website for placing a NEW order?

    • Order Review and the money bag icon

    • Blood Hound and the arrows icon

    • Order Search and the magnifying glass icon

    • Customer orders and the home icon

    Correct Answer
    A. Customer orders and the home icon
    Explanation
    The correct answer is Customer orders and the home icon. This is because the Customer orders tab is where you can access and manage your orders, and the home icon typically represents the main page or homepage of a website. So, selecting the Customer orders tab and clicking on the home icon will likely take you to the BuyCostumes website for placing a new order.

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  • 47. 

    If a customer is calling through the Evite Party Store, the correct greeting is:

    • Welcome to Celebrate Express, my name is _____, how may I help you?

    • Welcome to BuySeasons, my name is _____, how may I help you?

    • Welcome to Evite Party Store, my name is _____, how may I help you?

    • Welcome to Evite Party Store powered by Birthday Express, my name is _____, how may I help you?

    Correct Answer
    A. Welcome to Evite Party Store, my name is _____, how may I help you?
    Explanation
    The correct answer is "Welcome to Evite Party Store, my name is _____, how may I help you?" because the question states that the customer is calling through the Evite Party Store. Therefore, it is appropriate to greet them by mentioning the name of the store they are calling.

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  • 48. 

    If a customer is requesting a credit for a coupon they forgot to use, which tab do we look at first while checking the order?

    • Discounts

    • Credits

    • Case Notes

    • Related Work Items

    Correct Answer
    A. Discounts
    Explanation
    When a customer requests a credit for a coupon they forgot to use, the first tab to look at while checking the order is the "Discounts" tab. This is because the coupon would have been applied as a discount, and checking this tab will provide information about any discounts applied to the order.

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  • 49. 

    What are the 3 possible resolutions if a customer is missing items?  Check each box.

    • Credit

    • Replacement Order

    • Check with the post office

    • Parts and Pieces Request

    Correct Answer(s)
    A. Credit
    A. Replacement Order
    A. Parts and Pieces Request
    Explanation
    If a customer is missing items, there are three possible resolutions. The first option is to offer a credit to the customer, which can be used towards future purchases. The second option is to process a replacement order for the missing items, ensuring that the customer receives the correct items. Lastly, checking with the post office can help determine if the missing items were lost during shipping and can assist in locating them. Another possible resolution, not mentioned in the answer, could be to offer a refund to the customer.

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Quiz Review Timeline (Updated): Mar 21, 2023 +

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 13, 2012
    Quiz Created by
    Anina

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