Modules 1-7: Final Exam 2012
Test your knowledge of Modules 1-8. Good luck!
Questions and Answers
- 1.
Which of the following is not of the CE brands?
- A.
Birthday Express
- B.
Halloween Express
- C.
Costume Express
Correct Answer
B. Halloween ExpressExplanation
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).Rate this question:
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- 2.
Where can you look to locate the number of in stock items for a particular product?
- A.
Description Tab
- B.
Quick Facts
- C.
CSR Info Tab
- D.
Customer Reviews
Correct Answer
C. CSR Info TabExplanation
The CSR Info Tab is the correct answer because it is a common practice for businesses to keep track of their inventory and stock levels in the CSR (Customer Service Representative) information tab. This tab is typically used by customer service representatives to access information about products, including the number of items that are currently in stock. Therefore, if you want to find the number of in stock items for a particular product, you should look in the CSR Info Tab.Rate this question:
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- 3.
Both CE and BC offer a 110% price guarantee.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Both CE and BC do not offer a 110% price guarantee.Rate this question:
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- 4.
If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.
- A.
Chat
- B.
Email
- C.
Phone
- D.
Visit one of our store locations
Correct Answer(s)
A. Chat
B. Email
C. PhoneExplanation
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.Rate this question:
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- 5.
If you should encounter a discrepancy on either website, who should you notify?
- A.
The nearest floorwalker
- B.
Your supervisor
- C.
Email [email protected]
- D.
No one, the problem will fix itself
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.Rate this question:
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- 6.
How does Buy Costumes determine the shipping cost for an order?
- A.
Total dollar amount of the order
- B.
Destination of the order
- C.
Total weight of the order
- D.
Based entirely on delivery date
Correct Answer
C. Total weight of the orderExplanation
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.Rate this question:
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- 7.
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?
- A.
Apologize, and tell her it's impossible.
- B.
You place the order and assure the customer the package will arrive on Saturday.
- C.
You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
Correct Answer
C. 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.Rate this question:
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- 8.
Which of the following most impacts guarantee dates? Choose 2 answers.
- A.
Cut off times
- B.
Shipping methods
- C.
Size of items
- D.
Total amount of the order
Correct Answer(s)
A. Cut off times
B. Shipping methodsExplanation
Cut off times and shipping methods are the two factors that most impact guarantee dates. Cut off times refer to the deadline for placing an order to ensure it is processed and shipped on the same day. Shipping methods determine the speed and reliability of the delivery service chosen. Both factors play a crucial role in meeting guarantee dates as they directly affect the processing and delivery timeframes of orders. The size of items and total amount of the order may indirectly impact guarantee dates by influencing the shipping method chosen or the time required for processing, but they are not the primary factors that directly impact guarantee dates.Rate this question:
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- 9.
Which orders get guaranteed promise dates for delivery?
- A.
Domestic orders
- B.
International orders
- C.
All orders
- D.
Only orders with Express and Premium service
Correct Answer
A. Domestic ordersExplanation
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.Rate this question:
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- 10.
What carriers do we contract with for delivery (choose all that apply)?
- A.
The United States Postal Service
- B.
UPS
- C.
FedEx
- D.
Canada Post
- E.
Australia Post
- F.
DHL
Correct Answer(s)
A. The United States Postal Service
B. UPS
D. Canada Post
E. Australia PostExplanation
We contract with the United States Postal Service, UPS, Canada Post, and Australia Post for delivery.Rate this question:
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- 11.
What do cut off times signify for the customer?
- A.
The time of day the guaranteed promise date changes
- B.
The time of day the distribution center closes
- C.
When the orders can no longer be placed for the day
- D.
Break time for the call center
Correct Answer
A. The time of day the guaranteed promise date changesExplanation
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.Rate this question:
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- 12.
BuyCostumes and Celebrate Express ship to army bases.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 13.
How will a customer know they are being charged an oversized handling fee? Choose all that apply.
- A.
Once the order is submitted
- B.
A red icon will appear by the product
- C.
The handling charge will be mentioned in the product description
Correct Answer(s)
B. A red icon will appear by the product
C. The handling charge will be mentioned in the product descriptionExplanation
The customer will know they are being charged an oversized handling fee because a red icon will appear by the product and the handling charge will be mentioned in the product description.Rate this question:
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- 14.
What is a guaranteed promise date for domestic packages?
- A.
The date theipackage will leave our distribution center
- B.
The date the order will be processed
- C.
The date the package will be delivered to the customer's doorstep
- D.
None of the above
Correct Answer
C. The date the package will be delivered to the customer's doorstepExplanation
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.Rate this question:
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- 15.
How does Celebrate Express determine the shipping cost of an order?
- A.
Total weight of the order
- B.
Based entirely on delivery date
- C.
It's a flat rate from UPS
- D.
Total dollar amount of the order
Correct Answer
D. Total dollar amount of the orderExplanation
Celebrate Express determines the shipping cost of an order based on the total dollar amount of the order. This means that the more expensive the order, the higher the shipping cost will be. The shipping cost is not determined by the total weight of the order or the delivery date, and it is also not a flat rate from UPS.Rate this question:
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- 16.
A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?
- A.
Tell the customer how stupid they are for ordering so late.
- B.
Place the order and provide a guaranteed delivery date.
- C.
Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
Correct Answer
C. Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs. -
- 17.
During the checkout process, when does the customer learn of their delivery date?
- A.
After entering their credit card information
- B.
When the customer chooses their method of delivery.
- C.
After the order has been submitted.
- D.
Before adding the items to the customer's shopping cart.
Correct Answer
B. 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.Rate this question:
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- 18.
How many coupons or promotional codes is a customer allowed to use during a purchase?
- A.
Only one coupon
- B.
One for shipping and one other coupon
- C.
We don't allow coupons
- D.
It is up to the representative
Correct Answer
A. Only one couponExplanation
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.Rate this question:
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- 19.
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?
- A.
The name of the item
- B.
The quantity the customer would like
- C.
Verify the price
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
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.Rate this question:
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- 20.
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.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 21.
How many sales offers are you required to make during a CE sales call?
- A.
None
- B.
Four
- C.
Three
- D.
At least one
Correct Answer
C. ThreeExplanation
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.Rate this question:
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- 22.
After everything the customer wants is placed into the shopping cart, what should you do first?
- A.
Ask for the credit card information
- B.
Ask the customer when the event date is
- C.
Ask the customer where they would like to ship the order
- D.
Ask the customer if they have any promotional codes or offers
Correct Answer
D. Ask the customer if they have any promotional codes or offersExplanation
The first step after everything the customer wants is placed into the shopping cart is to ask the customer if they have any promotional codes or offers. This is important because if the customer has any valid promotional codes or offers, they should be applied to the order before proceeding with the payment process. By asking this question first, it ensures that the customer receives any applicable discounts or special offers before providing their credit card information or finalizing the order.Rate this question:
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- 23.
Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 24.
It is okay for a customer to do an exchange, and to add any items they would like to the new order.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 25.
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?
- A.
Discounts
- B.
Credits
- C.
Case Notes
- D.
Related Work Items
Correct Answer
A. DiscountsExplanation
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.Rate this question:
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- 26.
How many business days should the customer hold on to the package if there is Carrier Damage?
- A.
5 Days
- B.
7 Days
- C.
10 Days
- D.
They should send it back right away
Correct Answer
C. 10 DaysExplanation
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.Rate this question:
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- 27.
How much does a customer get deducted for the use of a Flex Label?
- A.
$14
- B.
$10
- C.
$7
- D.
$12
Correct Answer
C. $7Explanation
A customer gets deducted $7 for the use of a Flex Label.Rate this question:
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- 28.
You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 29.
You can credit the customer right away if you have requested a trace investigation on the order.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If you have requested a trace investigation on the order, it means that there is an issue or discrepancy with the order that needs to be resolved. In such cases, it is not possible to credit the customer right away because the investigation is still ongoing and the issue has not been resolved yet. Therefore, the statement is false.Rate this question:
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- 30.
What are the 3 possible resolutions if a customer is missing items? Check each box.
- A.
Credit
- B.
Replacement Order
- C.
Check with the post office
- D.
Parts and Pieces Request
Correct Answer(s)
A. Credit
B. Replacement Order
D. Parts and Pieces RequestExplanation
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.Rate this question:
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- 31.
You can send a Flex Label to a Canadian customer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because Flex Labels cannot be sent to Canadian customers.Rate this question:
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- 32.
Saturday Delivery is available anywhere in the United States.
- A.
True
- B.
False
Correct Answer
B. False -
- 33.
Anytime you touch an order, it's always necessary to create a case note on the account.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 34.
What tab and icon will take you to customers' existing orders?
- A.
Order Review and the money bag icon
- B.
Blood Hound and the arrows icon
- C.
Order Search and the magnifying glass
- D.
Customer Orders and the home icon
Correct Answer
C. Order Search and the magnifying glassExplanation
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.Rate this question:
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- 35.
In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 36.
What is the maximum amount you can credit a customer?
- A.
10%
- B.
25%
- C.
50%
- D.
100%
Correct Answer
C. 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.Rate this question:
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- 37.
"RAN" stands for Return Authorization Number.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 38.
What is the first thing we should do if a customer calls in stating they received a damaged item?
- A.
Transfer the call to the helpline
- B.
Get a floorwalker
- C.
Apologize
- D.
Ask for the order number
Correct Answer
C. ApologizeExplanation
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.Rate this question:
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- 39.
We can place an order for a customer and use PayPal for the payment option.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 40.
What are personalized banners made of?
- A.
Paper
- B.
Vinyl
- C.
Leather
- D.
Aluminum
Correct Answer
B. VinylExplanation
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.Rate this question:
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- 41.
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:
- A.
Invitations
- B.
Photo banner
- C.
Plates
- D.
Favor boxes
Correct Answer
B. Photo bannerExplanation
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.Rate this question:
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- 42.
You can place an order for a customer and use ShopRunner as a shipping option.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
You cannot use ShopRunner as a shipping option when placing an order for a customer.Rate this question:
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- 43.
If there is a ____ or ____ in the tracking number, then the package will be delivered by the post office. Choose 2 answers.
- A.
PT
- B.
XX
- C.
YW
- D.
PO
Correct Answer(s)
A. PT
C. YWExplanation
If the tracking number contains either "PT" or "YW", it indicates that the package will be delivered by the post office.Rate this question:
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- 44.
When you request a credit for an omitted coupon, it is based off of the order's:
- A.
Subtotal
- B.
Grand total
- C.
Subtotal plus taxes
- D.
Subtotal plus shipping
Correct Answer
A. SubtotalExplanation
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.Rate this question:
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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.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 46.
In what order status can you make updates to the shipping address, ship level, and line items?
- A.
Order Complete
- B.
Not Printed
- C.
Printing in Progress
- D.
Printed Picking
Correct Answer
B. Not PrintedExplanation
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.Rate this question:
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- 47.
Only in stock items can be added to a pre-sell order.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement means that only items that are currently available in stock can be included in a pre-sell order. This implies that items that are not currently in stock cannot be added to a pre-sell order. Therefore, the correct answer is "True".Rate this question:
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- 48.
Saturday Delivery Zip code lookup is located under:
- A.
The Manager tab
- B.
The Customer Care tab
- C.
BSINet
Correct Answer
C. BSINetExplanation
The correct answer is BSINet because it is stated in the question that the Saturday Delivery Zip code lookup is located under the BSINet tab.Rate this question:
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- 49.
What tab and icon will take you to the BuyCostumes website for placing a NEW order?
- A.
Order Review and the money bag icon
- B.
Blood Hound and the arrows icon
- C.
Order Search and the magnifying glass icon
- D.
Customer orders and the home icon
Correct Answer
D. Customer orders and the home iconExplanation
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.Rate this question:
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- 50.
___________ means to identify with the feelings, thoughts and attitudes of another.
- A.
Compassion
- B.
Apathy
- C.
Empathy
- D.
Courtesy
Correct Answer
C. EmpathyExplanation
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.Rate this question:
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