Urbn New Hire Assessment

50 Questions | Total Attempts: 213

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Urbn New Hire Assessment

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Questions and Answers
  • 1. 
    When a customer wishes to stop receiving catalogs in the mail, which application do you use to remove them?
    • A. 

      MTS

    • B. 

      Sterling

    • C. 

      Merkle

  • 2. 
    When a customer asks to be added to our catalog mailing list, how long will it take to begin receiving them?
    • A. 

      4-6 weeks

    • B. 

      2-3 weeks

    • C. 

      1-2 weeks

  • 3. 
    Where in Sterling can you verify what credits/adjustments have been applied to an order?
    • A. 

      View Payment Details

    • B. 

      Where is my shipment?

    • C. 

      Add/Modify Charges

  • 4. 
    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?
    • A. 

      Send an alert to Financial Corrections

    • B. 

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

    • C. 

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

  • 5. 
    If a customer is having difficulty submitting their order online, you should:
    • A. 

      Contact the bridge for assistance

    • B. 

      Advise the customer to attempt to place the order tomorrow

    • C. 

      Offer to place the order via phone

  • 6. 
    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?
    • A. 

      10 days

    • B. 

      7 days

    • C. 

      14 days

  • 7. 
    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?
    • A. 

      Discover

    • B. 

      American Express

    • C. 

      Mastercard

  • 8. 
    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.
    • A. 

      True

    • B. 

      False

  • 9. 
    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?
    • A. 

      The amount of the e-gift card

    • B. 

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

    • C. 

      The gift card issue that the customer is calling about

  • 10. 
    To establish rapport with our customers, you should use their first name:
    • A. 

      Only at the beginning of the call

    • B. 

      Often and when it makes sense throughout the call

    • C. 

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

  • 11. 
    What system do we use for fraud prevention?
    • A. 

      Merkle

    • B. 

      Sterling

    • C. 

      Accertify

  • 12. 
    Which of the following pay methods do we not accept over the phone?
    • A. 

      Visa

    • B. 

      Paypal

    • C. 

      American Express

  • 13. 
    If a customer asks why we need their email address when placing an order, what should your response be?
    • A. 

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

    • B. 

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

    • C. 

      We occasionally sell your information to other retailers.

  • 14. 
    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?
    • A. 

      The customer experienced a Short Ship.

    • B. 

      The customer experienced a Fall Out.

    • C. 

      The customer experienced a Miss Pack.

  • 15. 
    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. 

      A credit card decline.

    • B. 

      A credit card that needs to be refunded.

    • C. 

      A credit card authorization.

  • 16. 
    Where in Sterling do you locate the reason for an order cancellation?
    • A. 

      Add/Modify Charges

    • B. 

      Important Events tab

    • C. 

      View Return/Exchange Details

  • 17. 
    Under special circumstances, a customer can re-route their package if it shipped via which method below?
    • A. 

      UPS Surepost

    • B. 

      UPS 2nd Day Air

    • C. 

      BWW Canada

  • 18. 
    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?
    • A. 

      Change the pay method on the order.

    • B. 

      Create an alert to Financial Corrections.

    • C. 

      Transfer the call to Order Processing.

  • 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.
    • A. 

      True

    • B. 

      False

  • 20. 
    A shipment node indicates where a customer's package was sent from. 
    • A. 

      True

    • B. 

      False

  • 21. 
    How can you tell if a customer's order/or item is part of an existing backorder in Sterling?
    • A. 

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

    • B. 

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

    • C. 

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

  • 22. 
    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?
    • A. 

      No

    • B. 

      Yes

  • 23. 
    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?
    • A. 

      7 days

    • B. 

      14 days

    • C. 

      0 days

  • 24. 
    Which of the following shipping options is considered expedited?
    • A. 

      UPS Next Day Air

    • B. 

      UPS Ground

    • C. 

      UPS Surepost

  • 25. 
    Which of the brands below does not have a 30-day return policy?
    • A. 

      Urban Outfitters

    • B. 

      BHLDN

    • C. 

      Anthropologie

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