Modules 1-7: Final Exam 2012

The given statement is true. "RAN" stands for Return Authorization Number. This number is typically issued by a company or organization to authorize the return of a product or item. It helps in tracking and processing returns efficiently, ensuring that the correct item is returned and the appropriate actions are taken, such as issuing a refund or replacement.

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.

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.

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.

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.

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.

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.

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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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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

The statement is false because Flex Labels cannot be sent to Canadian customers.

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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.

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.

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.

You cannot use ShopRunner as a shipping option when placing an order for a customer.

If the tracking number contains either "PT" or "YW", it indicates that the package will be delivered by the post office.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

The correct answer is "Order Search and the magnifying glass". This tab and icon will allow you to search for and access customers' existing orders.