Urbn New Hire Assessment

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.

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.

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.

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.

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.

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.

We do not accept Paypal as a payment method over the phone.

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.

Merkle is the correct answer because it is a well-known marketing agency that offers services related to customer relationship management (CRM) and direct mail marketing. They have a specific application or process in place to handle catalog removal requests from customers who no longer wish to receive catalogs in the mail. This application likely ensures that the customer's information is removed from the mailing list and their preferences are updated accordingly. Sterling and MTS are not specifically known for providing services related to catalog removal or managing customer preferences, making them incorrect choices.

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.

The customer's merchandise is processing to ship from STR_US.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Anthropologie does not have a 30-day return policy.

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.

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.

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.

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

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.

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.

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.

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.

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.

The customer will receive her credit in the form of an e-gift card.

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

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.

In this situation, the best course of action would be to obtain the correct address from the customer and comment the order. By doing so, the customer's correct address can be updated in the system, ensuring that future shipments are delivered to the right location. Commenting the order allows for clear communication and documentation of the situation, helping to resolve any potential issues or confusion.