Urbn New Hire Assessment

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  • 1/50 Questions

    When a customer wishes to stop receiving catalogs in the mail, which application do you use to remove them?

    • MTS
    • Sterling
    • Merkle
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About This Quiz

The URBN New Hire Assessment evaluates essential skills for handling customer interactions and order processing. It covers procedures for catalog mailing, order adjustments, and customer service protocols, crucial for new hires at Urban Outfitters.

Customer Service Training Quizzes & Trivia

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  • 2. 

    You are placing an order for an Urban Outfitters customer that is over $50 and you notice that Sterling is charging the customer for shipping.  What do you do to resolve the issue?

    • Send an alert to Financial Corrections

    • Use Add/Modify Charges button located on the Enter Payment Method screen in Sterling to manually waive shipping

    • Call the Bridge and ask a Supervisor to modify the shipping charge.

    Correct Answer
    A. Use Add/Modify Charges button located on the Enter Payment Method screen in Sterling to manually waive shipping
    Explanation
    To resolve the issue of the customer being charged for shipping on an order over $50, the suggested solution is to use the Add/Modify Charges button located on the Enter Payment Method screen in Sterling to manually waive the shipping fee. This means that the person placing the order can manually remove the shipping charge from the customer's total amount, ensuring that they are not charged for shipping.

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  • 3. 

    If a customer is having difficulty submitting their order online, you should:

    • Contact the bridge for assistance

    • Advise the customer to attempt to place the order tomorrow

    • Offer to place the order via phone

    Correct Answer
    A. Offer to place the order via phone
    Explanation
    If a customer is having difficulty submitting their order online, offering to place the order via phone would be the best course of action. This option provides an alternative method for the customer to complete their purchase, ensuring that their order is processed successfully. Contacting the bridge for assistance may not be feasible or necessary in this situation, as it is more likely to be a technical issue rather than a problem with the bridge. Advising the customer to attempt to place the order tomorrow does not address the immediate issue or provide a solution.

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  • 4. 

    Security codes on credit cards are either 3- or 4-digit numbers located on the back or front of the credit card.  Which credit card company has a 4-digit code?

    • Discover

    • American Express

    • Mastercard

    Correct Answer
    A. American Express
    Explanation
    American Express is the credit card company that has a 4-digit security code. This code is located on the front of the credit card and is used for added security during online transactions. Discover and Mastercard, on the other hand, have 3-digit security codes located on the back of the credit card.

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  • 5. 

    Which of the following pay methods do we not accept over the phone?

    • Visa

    • Paypal

    • American Express

    Correct Answer
    A. Paypal
    Explanation
    We do not accept Paypal as a payment method over the phone.

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  • 6. 

    A customer calls in because it has been four days and their order hasn't shipped.  You see that the order is in an Accertify Fraud Hold in Sterling.  What do you do?

    • Provide the phone number for Order Processing to the customer.

    • Cancel the order and replace it for the customer.

    • Inform the customer that the order will be shipping in 24-48 hours.

    Correct Answer
    A. Provide the phone number for Order Processing to the customer.
    Explanation
    The customer is calling because their order has not shipped after four days. The correct response is to provide the phone number for Order Processing to the customer. This will allow the customer to directly contact the department responsible for processing their order and inquire about the delay or get an update on the status of their order.

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  • 7. 

    Locate Urban Outfitters order Y108258495. Where is this customer's merchandise processing to ship from?

    • GAP

    • STR_US

    • RNO

    Correct Answer
    A. STR_US
    Explanation
    The customer's merchandise is processing to ship from STR_US.

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  • 8. 

    In Sterling, "Where is my shipment?" will show lots of information with quite a few clickable areas.  Where would you click to see the Ship Node?

    • View Shipment

    • Reship Container

    • Tracking Number

    Correct Answer
    A. View Shipment
    Explanation
    In Sterling, if you want to see the Ship Node, you would click on "View Shipment". This option will provide you with lots of information about your shipment, including the Ship Node. By clicking on "View Shipment", you will be able to access the details and track the progress of your shipment.

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  • 9. 

    An item shows that it is shipping from STR_US.  Can you tell which store the item is shipping from in Sterling?

    • No

    • Yes

    Correct Answer
    A. No
    Explanation
    The given question asks if it is possible to determine the store in Sterling from which the item is shipping based on the information that it is shipping from STR_US. The answer is "No" because the information provided does not specify the exact store in Sterling from which the item is being shipped. The abbreviation STR_US could refer to multiple stores in Sterling, making it impossible to determine the specific store without further information.

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  • 10. 

    A customer places an order using standard shipping as their ship method.  They call four days after the order has been shipped to see why they have not received their order.  According to the customer, they normally receive their packages within four days.  Which of these is the best response to give the customer?

    • We must be behind in fulfilling you order. Please be patient and we will get your order out as soon as possible.

    • Most likely your order will cancel because it shouldn't take this long to ship it out.

    • Standard shipping can take up to 7 days for delivery from the ship date. At this point, we are still within that time frame.

    Correct Answer
    A. Standard shipping can take up to 7 days for delivery from the ship date. At this point, we are still within that time frame.
    Explanation
    Standard shipping can take up to 7 days for delivery from the ship date. At this point, we are still within that time frame. This response acknowledges the customer's concern and provides them with information about the expected delivery time for standard shipping. It reassures the customer that their order is still within the normal delivery time and encourages them to be patient.

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  • 11. 

    Locate item #34640797 on Free People website.  Can this item be returned?

    • Yes

    • No

    Correct Answer
    A. No
    Explanation
    The answer is "No" because the question asks if the item with the given item number on the Free People website can be returned. Since the answer is "No," it implies that the item cannot be returned.

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  • 12. 

    You are able to locate a customer's order but you are unable to click on their name to view their full account.  What does this mean?

    • The customer has never placed an order with us.

    • The customer checked out on the website as a guest.

    • The customer' account cannot be accessed by clicking their name.

    Correct Answer
    A. The customer checked out on the website as a guest.
    Explanation
    This means that the customer checked out on the website as a guest. As a result, their full account information cannot be accessed by clicking on their name.

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  • 13. 

    A store employee calls for assistance in checking a customer's order status. What three things must you obtain from the employee?

    • First Name, Hire Date, Store Number

    • First Name, Employee ID, Store Manager's Name

    • Name, Employee ID, Store Location Number

    Correct Answer
    A. Name, Employee ID, Store Location Number
    Explanation
    The correct answer is Name, Employee ID, Store Location Number. When the store employee calls for assistance in checking a customer's order status, you need to obtain their name to identify them, their employee ID to verify their identity and access privileges, and the store location number to determine which store they are calling from.

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  • 14. 

    A shipment node indicates where a customer's package was sent from. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A shipment node is a point in the supply chain that represents the location from where a customer's package was sent. It helps track the movement of the package and provides information about its origin. Therefore, the statement that a shipment node indicates where a customer's package was sent from is true.

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  • 15. 

    If a customer purchases an item from urbanoutfitters.com using a promotion code and later the item is reduced further, can you honor a price adjustment within the appropriate time frame?

    • No

    • Yes

    Correct Answer
    A. Yes
    Explanation
    Yes, the company can honor a price adjustment within the appropriate time frame if a customer purchases an item from urbanoutfitters.com using a promotion code and later the item is reduced further. This means that if the customer contacts the company within the specified time period, they can receive a refund or credit for the price difference.

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  • 16. 

    Locate Anthropologie order M006250000370. What does this order status mean?

    • The item is no longer available and we are waiting on the customer to call.

    • The item is currently processing to ship.

    • The item on the order has cancelled.

    Correct Answer
    A. The item is currently processing to ship.
    Explanation
    The correct answer is "The item is currently processing to ship." This means that the order is being prepared and packaged for shipment to the customer. The item is not cancelled or unavailable, and there is no need for the customer to call.

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  • 17. 

    A customer purchased an item five days ago and now wants a price adjustment.  She paid $48 for the item and $4.08 in sales tax.  The price of the item is now $29.99.  What is the amount of the credit that you would apply for this customer?

    • $18.01 for the item and $1.53 for sales tax.

    • $20.56 for both the item and sales tax.

    • $18.01 for the item

    Correct Answer
    A. $18.01 for the item and $1.53 for sales tax.
    Explanation
    The customer purchased the item five days ago and now wants a price adjustment. The original price of the item was $48, and the sales tax paid was $4.08. The current price of the item is $29.99. To calculate the credit, we need to find the difference between the original price and the current price, which is $48 - $29.99 = $18.01 for the item. Similarly, we need to find the difference in sales tax, which is $4.08 - $2.55 = $1.53. Therefore, the amount of credit that should be applied to the customer is $18.01 for the item and $1.53 for sales tax.

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  • 18. 

    To establish rapport with our customers, you should use their first name:

    • Only at the beginning of the call

    • Often and when it makes sense throughout the call

    • In the closing of the call when you thank them for calling

    Correct Answer
    A. Often and when it makes sense throughout the call
    Explanation
    Using a customer's first name often and when it makes sense throughout the call is important for establishing rapport. It shows a level of personalization and can make the customer feel valued and recognized. By using their name throughout the call, it helps to create a more friendly and engaging conversation, building a stronger connection with the customer. This approach can enhance the overall customer experience and contribute to building long-term relationships.

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  • 19. 

    A customer wishes to place one order for two items but wants each sent to a different shipping address.  To do so, the customer will need to place two separate orders.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because a customer can place one order for two items and have them sent to different shipping addresses. Many online retailers offer the option to add multiple shipping addresses during the checkout process, allowing customers to specify different addresses for each item in their order. This eliminates the need for the customer to place two separate orders.

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  • 20. 

    Which of the following shipping options is considered expedited?

    • UPS Next Day Air

    • UPS Ground

    • UPS Surepost

    Correct Answer
    A. UPS Next Day Air
    Explanation
    The shipping option that is considered expedited is UPS Next Day Air. This service guarantees delivery of the package the next business day, making it the fastest shipping option offered by UPS. UPS Ground, on the other hand, is a standard shipping option that takes longer to deliver the package. UPS Surepost is a service that combines UPS and the United States Postal Service for final delivery, and it is not considered expedited.

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  • 21. 

    Locate the Mudroom Console Bench on the Terrain website. How long does this item take for delivery once shipped?

    • 5-7 Business Days

    • 6-8 Weeks

    • 2-6 Weeks

    Correct Answer
    A. 2-6 Weeks
    Explanation
    The Mudroom Console Bench on the Terrain website takes approximately 2-6 weeks for delivery once it is shipped.

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  • 22. 

    When you encounter an escalated customer you should never do the following:

    • Disconnect the call.

    • Take notes

    • Empathize with the customer.

    Correct Answer
    A. Disconnect the call.
    Explanation
    When encountering an escalated customer, it is important to handle the situation professionally and effectively. Disconnecting the call would be an inappropriate action to take as it would only worsen the customer's frustration and dissatisfaction. Instead, it is advisable to take notes to document the customer's concerns and any actions taken to resolve the issue. Additionally, empathizing with the customer can help to build rapport and show understanding for their frustration, which can contribute to a more positive resolution.

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  • 23. 

    A customer no longer wishes to receive promotional emails from urban Outfitters.  How would you remove their email address from the email list?

    • Unsubscribe them using the brand website link found in the Managing Subscriptions section of The Hub.

    • Use the Website Preferences link in Sterling.

    • Log into the customer's account on the Urban Outfitters website and change their preferences.

    Correct Answer
    A. Unsubscribe them using the brand website link found in the Managing Subscriptions section of The Hub.
    Explanation
    To remove the customer's email address from the email list, the best option is to unsubscribe them using the brand website link found in the Managing Subscriptions section of The Hub. This allows the customer to directly manage their email preferences and opt out of receiving promotional emails from Urban Outfitters. The other options mentioned, such as using the Website Preferences link in Sterling or changing the customer's preferences through their account on the Urban Outfitters website, may not be as effective or user-friendly for the customer.

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  • 24. 

    A customer calls and says they forgot to apply the free shipping promotion on their latest order.  If you do choose to apply the adjustment for them using the Customer Adjustment feature in Sterling, what reason do you select?

    • Accomodations

    • Cash to CC

    • Shipping Appeasement

    Correct Answer
    A. Shipping Appeasement
    Explanation
    When a customer calls and says they forgot to apply the free shipping promotion on their latest order, if you choose to apply the adjustment for them using the Customer Adjustment feature in Sterling, you would select the reason "Shipping Appeasement". This means that you are making an adjustment to the shipping charges as a gesture of goodwill to appease the customer for their mistake in not applying the free shipping promotion.

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  • 25. 

    When a customer asks to be added to our catalog mailing list, how long will it take to begin receiving them?

    • 4-6 weeks

    • 2-3 weeks

    • 1-2 weeks

    Correct Answer
    A. 4-6 weeks
    Explanation
    The correct answer is 4-6 weeks. It takes this long to begin receiving catalog mailings after a customer requests to be added to the mailing list.

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  • 26. 

    Most of our brands honor price adjustments when items are marked down after a customer has placed their order.  In order to get a price adjustment, a customer must contact us within how many days from the date the item shipped?

    • 10 days

    • 7 days

    • 14 days

    Correct Answer
    A. 14 days
    Explanation
    Most brands honor price adjustments when items are marked down after a customer has placed their order. To get a price adjustment, a customer must contact the brand within a certain time frame from the date the item shipped. In this case, the correct answer is 14 days, meaning that customers have two weeks to request a price adjustment if the item they purchased goes on sale.

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  • 27. 

    If a customer asks why we need their email address when placing an order, what should your response be?

    • We would like to contact you on occasion with special promotions.

    • We may need to reach out to you regarding your order.

    • We occasionally sell your information to other retailers.

    Correct Answer
    A. We may need to reach out to you regarding your order.
    Explanation
    The appropriate response to a customer asking why we need their email address when placing an order would be to explain that we may need to reach out to them regarding their order. This implies that the email address is necessary for communication purposes and ensures that the customer is informed about any updates or inquiries related to their order.

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  • 28. 

    A customer calls to report that they ordered five items but only received one box with four items in it.  You check Sterling and see that only one box was shipped with all five items in it.  What does this indicate happened?

    • The customer experienced a Short Ship.

    • The customer experienced a Fall Out.

    • The customer experienced a Miss Pack.

    Correct Answer
    A. The customer experienced a Short Ship.
    Explanation
    The customer experienced a Short Ship because they ordered five items but only received one box with four items in it. This indicates that there was a mistake in the shipment, where only one box containing four items was sent instead of the expected five items.

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  • 29. 

    The customer insists that we charged them for an order that they called to cancel.  You confirm that the order was cancelled and that they have not been charged.  What is the customer experiencing? 

    • A credit card decline.

    • A credit card that needs to be refunded.

    • A credit card authorization.

    Correct Answer
    A. A credit card authorization.
    Explanation
    The customer is experiencing a credit card authorization. This means that although they called to cancel the order, the credit card authorization was still processed. However, they have not been charged, indicating that the authorization did not result in an actual payment.

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  • 30. 

    Orders that start with the letter Y were placed:

    • On the Anthropologie website.

    • By a contact center employee.

    • By our global response contact center.

    Correct Answer
    A. By a contact center employee.
    Explanation
    The given answer suggests that orders starting with the letter Y were placed by a contact center employee. This implies that the specific orders in question were not placed by customers on the Anthropologie website or by the global response contact center.

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  • 31. 

    What system do we use for fraud prevention?

    • Merkle

    • Sterling

    • Accertify

    Correct Answer
    A. Accertify
    Explanation
    Accertify is the correct answer because it is a widely used system for fraud prevention. It offers various tools and solutions to help businesses detect and prevent fraudulent activities, such as transaction monitoring, risk assessment, and chargeback management. Accertify's advanced technology and algorithms analyze patterns and behaviors to identify potential fraud in real-time, allowing businesses to take immediate action and protect themselves from financial losses. Its reputation and effectiveness make it a trusted choice for many organizations in their efforts to combat fraud.

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  • 32. 

    A customer's credit card declined when her backorder was ready to ship.  She was asked to call us to resolve the issue with her payment method.  What would you do to resolve the issue?

    • Change the pay method on the order.

    • Create an alert to Financial Corrections.

    • Transfer the call to Order Processing.

    Correct Answer
    A. Change the pay method on the order.
    Explanation
    To resolve the issue, you would change the payment method on the customer's order. This would allow the customer to provide an alternative payment method that is valid and can be processed successfully. By updating the payment method, the customer's credit card decline issue can be resolved, and the backorder can be shipped to the customer without any further delays.

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  • 33. 

    How can you tell if a customer's order/or item is part of an existing backorder in Sterling?

    • You will see the date of 2500-1-1 when searching for the item.

    • You will see an Expected On date next to the item in the order details.

    • You will see a backorder date on the order confirmation email.

    Correct Answer
    A. You will see an Expected On date next to the item in the order details.
    Explanation
    When searching for the item in Sterling, if you see an Expected On date next to the item in the order details, it indicates that the customer's order or item is part of an existing backorder. This date signifies the expected date when the item will be available for shipment or delivery.

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  • 34. 

    Where in Sterling can you verify what credits/adjustments have been applied to an order?

    • View Payment Details

    • Where is my shipment?

    • Add/Modify Charges

    Correct Answer
    A. View Payment Details
    Explanation
    In Sterling, you can verify what credits/adjustments have been applied to an order by viewing the payment details. This option allows you to see the specific credits and adjustments that have been made to the order, providing transparency and clarity regarding the financial aspects of the transaction.

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  • 35. 

    A package was sent via UPS to a customer and according to the tracking it was delivered.  The customer is claiming that they didn't receive the package.  How many days do you have to wait to create a CS: Courier Contact alert?

    • 7 days

    • 14 days

    • 0 days

    Correct Answer
    A. 0 days
    Explanation
    The correct answer is 0 days. In this scenario, the customer is claiming that they didn't receive the package even though the tracking shows it was delivered. In such cases, it is important to create a CS: Courier Contact alert immediately to investigate the issue and resolve the customer's claim. Waiting for any number of days would only delay the resolution process.

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  • 36. 

    When creating an alert for a damaged item, what information must be included in the alert?

    • The direct SKU, long SKU and item description.

    • The cost of the damaged item.

    • The address the customer would like the replacement sent to.

    Correct Answer
    A. The direct SKU, long SKU and item description.
    Explanation
    When creating an alert for a damaged item, the information that must be included in the alert is the direct SKU, long SKU, and item description. This information is necessary to accurately identify and track the damaged item. The cost of the damaged item and the address for the replacement are not relevant to the alert itself, as they are handled separately in the process of resolving the issue.

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  • 37. 

    Where in Sterling do you locate the reason for an order cancellation?

    • Add/Modify Charges

    • Important Events tab

    • View Return/Exchange Details

    Correct Answer
    A. Important Events tab
    Explanation
    In Sterling, the reason for an order cancellation can be found in the "Important Events" tab. This tab provides a record of significant events related to the order, including any cancellations. By checking this tab, users can easily locate the reason behind the cancellation of an order.

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  • 38. 

    Which of the brands below does not have a 30-day return policy?

    • Urban Outfitters

    • BHLDN

    • Anthropologie

    Correct Answer
    A. Anthropologie
    Explanation
    Anthropologie does not have a 30-day return policy.

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  • 39. 

    A customer ordered a pair of shoes and received a skirt instead.  What do we need to do before we can reship the shoes to the customer?

    • Notify the buying team that we received the wrong item from the vendor.

    • Perform a quality check to make sure the correct item is in the distribution center.

    • Nothing. We can immediately send out a replacement item.

    Correct Answer
    A. Perform a quality check to make sure the correct item is in the distribution center.
    Explanation
    Before reshipping the shoes to the customer, it is important to perform a quality check to ensure that the correct item, i.e., the shoes, is present in the distribution center. This step is necessary to avoid any further mistakes or errors in the order fulfillment process and to ensure that the customer receives the correct item this time.

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  • 40. 

    Should you always request the customer's name, in your greeting, when opening a call?

    • Yes

    • No

    Correct Answer
    A. Yes
    Explanation
    It is important to request the customer's name in the greeting when opening a call because it helps to establish a personalized and friendly interaction. By knowing the customer's name, the agent can address them directly, making the conversation more engaging and building rapport. Additionally, having the customer's name allows the agent to personalize the service and provide a more tailored experience, enhancing customer satisfaction.

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  • 41. 

    What is the name of the email blast sent to Terrain customers on September 17th?

    • We've kept this under wraps until now.....

    • A new + natural gallery wall.

    • Table for 10.

    Correct Answer
    A. Table for 10.
    Explanation
    The email blast sent to Terrain customers on September 17th was titled "Table for 10".

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  • 42. 

    If a customer requests to cancel an order that is Included in Shipment and is processing from STR_US fulfillment node, you should:

    • Advise the customer the order cannot be cancelled.

    • Create an alert to CS:Storenet

    • Attempt to cancel the order in Sterling.

    Correct Answer
    A. Create an alert to CS:Storenet
    Explanation
    In this scenario, the correct answer is to create an alert to CS:Storenet. This is because the customer has requested to cancel an order that is already included in shipment and is processing from the STR_US fulfillment node. In such a situation, it may not be possible to cancel the order directly. However, by creating an alert to CS:Storenet, the customer's request can be escalated and appropriate action can be taken to address their concern.

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  • 43. 

    A customer ordered perfume and does not like the way it smells.  You should tell her to keep it and we will refund her as a courtesy.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that if a customer does not like the smell of the ordered perfume, they should be told to keep it and receive a refund as a courtesy. However, this answer is incorrect because it is not a common practice to allow customers to keep a product they are dissatisfied with and still receive a refund. Typically, customers are required to return the item in order to receive a refund.

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  • 44. 

    A customer is in an Anthropologie store and wants to purchase a pair of jeans but doesn't see her size.  The store employee offers to place an MPOS order for the customer.  Where will the customer's item ship from?

    • Another store location

    • One of our distribution centers

    • Either of the above

    Correct Answer
    A. Either of the above
    Explanation
    The customer's item can ship from either another store location or one of the distribution centers. When the store employee places an MPOS (Mobile Point of Sale) order for the customer, they have the option to source the item from another store location that has the desired size in stock or from one of the distribution centers where the item is available. Therefore, the customer's item can be shipped from either of these options.

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  • 45. 

    A customer ordered an e-gift card but entered the wrong email address.  When you are creating a CS: Gift Card alert in Sterling, what information is not necessary?

    • The amount of the e-gift card

    • The correct email address the e-gift card should be sent to

    • The gift card issue that the customer is calling about

    Correct Answer
    A. The amount of the e-gift card
    Explanation
    When creating a CS: Gift Card alert in Sterling, the information that is not necessary is the amount of the e-gift card. The alert is specifically for addressing the issue of the customer entering the wrong email address, so the amount of the e-gift card is not relevant to resolving this particular problem.

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  • 46. 

    How would you get an automatic 0 on a Call Monitor?

    • Placing your customer on hold.

    • Not commenting the order.

    • Not using the customer's name at the first opportunity.

    Correct Answer
    A. Not commenting the order.
    Explanation
    Not commenting on the order would result in an automatic 0 on a Call Monitor because it is important to acknowledge and address the customer's order during the call. Failing to comment on the order shows a lack of attentiveness and may lead to confusion or dissatisfaction for the customer. Using the customer's name and placing them on hold are not necessarily grounds for an automatic 0, although they may affect the overall quality of the call.

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  • 47. 

    Under special circumstances, a customer can re-route their package if it shipped via which method below?

    • UPS Surepost

    • UPS 2nd Day Air

    • BWW Canada

    Correct Answer
    A. UPS 2nd Day Air
    Explanation
    Under special circumstances, a customer can re-route their package if it shipped via UPS 2nd Day Air.

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  • 48. 

    A Free People customer purchased an item in March that was delivered on June 17th. She now wants to return it using her Smartlabel on July 30th. How will her credit be processed?

    • Back to their original form of payment.

    • In the form of an e-gift card.

    • A refund will not be provided; the items will be returned to the customer.

    Correct Answer
    A. In the form of an e-gift card.
    Explanation
    The customer will receive her credit in the form of an e-gift card.

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  • 49. 

    A customer wants you to change the size of one of their items on their order.Their order status in Sterling is "Created".  Can you change the size on that order for her?

    • No

    • Yes

    Correct Answer
    A. No
    Explanation
    The customer wants to change the size of an item on their order, but the order status is "Created". In most cases, once an order is created, it cannot be modified. Therefore, the answer is No.

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