Customer Service Policy Procedure! 2020 Trivia Quiz
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AZ Connect: What can you find on the Employee Resources/Rules sub-tab on AZ Connect?
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Employee referral policy
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City Manager list
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Weekly Schedule
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Customer Service Manual
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Customer service representatives are tasked with helping out clients when they have issues regarding a good or service. This means that you need to have adequate knowledge about what the business you work for offers and policy procedures put in place when it comes to customers. Take the quiz and see if you know all the customer service policies.
- 2.
AZ Connect: Which months are we doing our quarterly step contests in?
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February, April, August, November
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March, June, September, November
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February, May, August, November
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February, June, August, November
Correct Answer
A. February, May, August, NovemberExplanation
The correct answer is February, May, August, November. These months are chosen for the quarterly step contests.Rate this question:
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- 3.
AZ Connect: What percentage off do AZUMA employees get from Verizon Wireless?
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30%
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22%
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15%
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50%
Correct Answer
A. 22%Explanation
AZUMA employees receive a 22% discount from Verizon Wireless.Rate this question:
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- 4.
AZ Connect: Where would you find the “Live Chat” links that the Field Services (drivers) utilize throughout their day?
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Remote Resources/Dashboards>> Field Dashboard
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Manuals/Guides>> Driver Operations
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Go To Work>> Dispatch Schedules
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Remote Resources/Dashboards>> Customer Service Dashboard
Correct Answer
A. Remote Resources/Dashboards>> Field DashboardExplanation
The correct answer is Remote Resources/Dashboards >> Field Dashboard. This is where the "Live Chat" links that the Field Services (drivers) use throughout their day can be found. The Field Dashboard is a part of the Remote Resources/Dashboards section, which is specifically designed for the field services team. It provides them with the necessary tools and resources to carry out their tasks efficiently, including the Live Chat feature for communication and support.Rate this question:
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- 5.
Order Process: A credit check still occurs when a customer is using a passport instead of a social security number.
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True
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False
Correct Answer
A. FalseExplanation
The statement is false because when a customer is using a passport instead of a social security number, a credit check does not occur.Rate this question:
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- 6.
Order Process: Which would best describe how to explain what Premium Equipment is?
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Premium equipment is guaranteed to be new and out of the box.
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Premium equipment is guaranteed to be much more energy efficient with digital features.
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Premium equipment is guaranteed to be 2 years or less with digital and high efficiency features.
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Premium equipment is guaranteed to be the newest/most upgraded equipment available in that area.
Correct Answer
A. Premium equipment is guaranteed to be the newest/most upgraded equipment available in that area.Explanation
Premium equipment is described as the newest/most upgraded equipment available in that area. This means that it is the latest and most advanced version of the equipment, with the latest features and technology. It may have digital features and high efficiency, but the main focus is on being the newest and most upgraded option.Rate this question:
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- 7.
Order Process: If a customer is not satisfied with our appliances, they have to notify us within how many days in order to receive their full refund? (aka 10 day grace period)
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5 business days
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10 business days
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5 regular days
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10 regular days
Correct Answer
A. 10 regular daysExplanation
The customer must notify the company within 10 regular days in order to receive their full refund. This means that they have 10 calendar days, including weekends and holidays, to inform the company about their dissatisfaction with the appliances.Rate this question:
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- 8.
Order Process: If we receive an incoming call and there seems to be silence – a “dead air,” call what should we do?
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We should say our greeting once, sit in silence for 1-2 minutes, and then disconnect call.
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We need to try to remain on the line for at least a minute. Say our greeting twice: with time between each one (10-15 seconds). BEFORE disconnecting the call, we need to say something along the lines of: “I apologize I am unable to hear you, I will need to disconnect the call at this time. Please call back and we are more than happy to assist you.”
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We should disconnect call immediately.
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We need to try to remain on the line for at least 3-4 minutes.
Correct Answer
A. We need to try to remain on the line for at least a minute. Say our greeting twice: with time between each one (10-15 seconds). BEFORE disconnecting the call, we need to say something along the lines of: “I apologize I am unable to hear you, I will need to disconnect the call at this time. Please call back and we are more than happy to assist you.”Explanation
In the case of a "dead air" call, it is important to try to remain on the line for at least a minute to give the caller a chance to respond. By saying the greeting twice with a pause in between, it allows the caller to potentially hear the greeting and respond. Before disconnecting the call, it is important to apologize for the inability to hear and inform the caller that the call will be disconnected. This provides a polite and helpful response to the caller and encourages them to call back for assistance.Rate this question:
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- 9.
Order Process: When should we begin to PROMOTE our additional services, such as furniture or tvs?
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We should only promote additional services if our customer calls in asking about them.
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From beginning, we need to ask for zip code - we are then able to determine if additional services are offered & if they are, then we promote to our customer, UNLESS they are only interested in appliances then we don’t need to attempt to promote.
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From beginning, we ask for zip code, we determine if additional services are offered & if they are offered then we need to promote our additional services REGARDLESS of if our customer has already advised u that they are interested in appliances only or not.
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Once we have summarized our general services & rates to our customer, and only if our customer is really beginning the entire application process with us, otherwise there is no need to attempt to promote our additional services just a waste of time.
Correct Answer
A. From beginning, we ask for zip code, we determine if additional services are offered & if they are offered then we need to promote our additional services REGARDLESS of if our customer has already advised u that they are interested in appliances only or not.Explanation
The correct answer states that we should promote our additional services regardless of whether the customer has already expressed interest in appliances only or not. This means that even if the customer has specified their preference for appliances, we should still inform them about other additional services available. The answer emphasizes the importance of determining if additional services are offered based on the customer's zip code and promoting them accordingly.Rate this question:
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- 10.
New Customer: When scheduling a pickup for a 10 day grace period, you still have to look for 2 weeks out as the earliest date available.
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True
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False
Correct Answer
A. FalseExplanation
The statement is false because if a customer wants to schedule a pickup for a 10-day grace period, they would only need to look for a date that is 10 days from the current date. Looking for a date 2 weeks out would be unnecessary and would exceed the desired grace period.Rate this question:
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- 11.
Schedule: When making changes to a schedule, you should notate __________________________________.
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The “Schedule Log” only
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The front “Customer Screen” only
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The “Leases” screen only
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The “Schedule Log” and front “Customer Screen
Correct Answer
A. The “Schedule Log” and front “Customer ScreenExplanation
When making changes to a schedule, it is important to notate the changes in both the "Schedule Log" and the front "Customer Screen". This ensures that there is a record of the changes made in the schedule log and also updates the customer screen with the updated schedule information. By notating the changes in both places, it helps to maintain accurate and up-to-date scheduling information for both internal record-keeping purposes and for the convenience of the customers.Rate this question:
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- 12.
Order Process: If a customer is not satisfied with our furniture, they have to notify us within how many days in order to receive their full refund?
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2 business days
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3 business days
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10 regular days
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3 regular days
Correct Answer
A. 3 regular daysExplanation
The correct answer is 3 regular days. This means that if a customer is not satisfied with our furniture, they must notify us within 3 regular days in order to receive their full refund. It is important for customers to act quickly and inform us within this time frame to ensure they are eligible for a refund.Rate this question:
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- 13.
Schedule: What is the time frame that should be offered FIRST to customers for all schedules unless the location is a house or unless there is limited schedule availability?
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8am- 2pm
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9am- 5pm & 8am- 2pm & 10am- 4pm all at the same time
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9am- 5pm
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8am- 2pm & 10am- 4pm at the same time
Correct Answer
A. 9am- 5pmExplanation
The time frame that should be offered first to customers for all schedules, unless the location is a house or there is limited schedule availability, is 9am-5pm. This is because it provides a longer window of availability for customers compared to the other options listed. The other options either have shorter time frames or have overlapping schedules, which may not be convenient for customers. Therefore, 9am-5pm is the best choice to offer as the first option.Rate this question:
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- 14.
Opening of a call: What should we all be asking for any time we pull up a customer’s account?
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The phone number first.
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The first and last name.
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The customer number or phone number.
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The first and last name or customer number
Correct Answer
A. The first and last name or customer numberExplanation
When opening a call and pulling up a customer's account, it is important to ask for either the first and last name or the customer number. This information is crucial in identifying the correct customer and accessing their account details. Asking for the phone number first may not be sufficient as multiple customers may have the same phone number. Therefore, asking for the first and last name or customer number ensures accurate identification and efficient customer service.Rate this question:
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- 15.
Opening of a call: What things should we attempt to verify at opening of our call?
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Billing address, lease term, last four of ssn, first name
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First & last name (if haven’t already), last four digits of ssn, complete leasing address, telephone number/email address
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Last four digits of ssn, complete leasing address, billing address, telephone number/email address
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Complete leasing address, last four of ssn, lease term, telephone number/email address
Correct Answer
A. First & last name (if haven’t already), last four digits of ssn, complete leasing address, telephone number/email addressExplanation
The opening of a call is the initial stage where the caller gathers important information from the customer. In order to verify the customer's identity and gather necessary details, the caller should attempt to verify the first and last name (if not already provided), the last four digits of the social security number (SSN), the complete leasing address, and the telephone number/email address. These details help ensure that the caller is speaking to the correct customer and can proceed with addressing their needs or concerns effectively.Rate this question:
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- 16.
Opening of a call: If caller (3rd party) is not able to verify proper information at opening of our call is there any time that we would be able to assist our caller without being able to verify all proper information?
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No, we must attempt to verify all proper information first before able to discuss any account details.
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Yes, we must attempt to verify all proper information on all calls, however, if someone is calling to make a payment on our customer's account; we are able to take payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called in to make payment, etc.
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Yes, we must attempt to verify all proper information on all calls, however, when someone calls in to make a full payment ONLY (not partial payment) on our customer’s account; we are able to take only full payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called to make payment, etc.
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No, we don’t have to have any information verified before discussing account details.
Correct Answer
A. Yes, we must attempt to verify all proper information on all calls, however, if someone is calling to make a payment on our customer's account; we are able to take payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called in to make payment, etc.Explanation
The correct answer is that if someone is calling to make a payment on our customer's account, we are able to take payment without the caller being able to verify all information. However, we should make sure to notate the customer's account of who called in to make the payment. This suggests that while verifying proper information is important, in the case of making a payment, we can assist the caller without having all the information verified.Rate this question:
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- 17.
Existing Customer: When completing a “Transfer of Lease” to another customer from an existing customer, it is important to notate ____________ account (s).
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The existing customer’s account only.
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The new customer’s account only.
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At least one account. (it doesn't matter which one)
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Both accounts once the transfer is completed.
Correct Answer
A. Both accounts once the transfer is completed.Explanation
When completing a "Transfer of Lease" to another customer from an existing customer, it is important to notate both accounts once the transfer is completed. This is because both the existing customer's account and the new customer's account are involved in the transaction. Notating both accounts ensures that the transfer is properly documented and that any necessary changes or updates can be made to both accounts.Rate this question:
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- 18.
Existing Customer: If a customer's invoices are not generating because serial numbers need to be added to the lease, who should you email after obtaining those serial numbers?
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Accounting Group & Inventory Group & CS Management
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Inventory Group & CS Management
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Purchasing Group & Inventory Group & CS Management
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Purchasing Group & Accounting Group & CS Management
Correct Answer
A. Inventory Group & CS ManagementExplanation
After obtaining the serial numbers that are needed to generate the customer's invoices, you should email the Inventory Group and CS Management. This is because the Inventory Group is responsible for managing the inventory, including adding the serial numbers to the lease. CS Management, on the other hand, should be informed so that they can ensure that the customer's invoices are generated correctly and in a timely manner.Rate this question:
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- 19.
Preferred Customer: What needs to happen for Preferred Customers when they are initiating a move of equipment?
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They need to pay the move fee.
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A follow up needs to be submitted since they need to have their employment re-verified.
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They need to provide the serial numbers.
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A follow up needs to be submitted since they get a free month of service.
Correct Answer
A. A follow up needs to be submitted since they need to have their employment re-verified.Explanation
When Preferred Customers are initiating a move of equipment, they need to have their employment re-verified. This suggests that there is a process in place to ensure that the customer's employment status is up to date before the move can take place. This step is likely important for maintaining the customer's eligibility for any special offers or discounts they may be receiving as Preferred Customers. Therefore, a follow-up needs to be submitted to verify their employment status.Rate this question:
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- 20.
Preferred Customer: Preferred customers are subject to the same fees that our standard customers are subject to.
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True
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False
Correct Answer
A. FalseExplanation
The statement contradicts itself by stating that preferred customers are subject to the same fees as standard customers. If preferred customers were subject to the same fees, then they would not receive any preferential treatment. Therefore, the statement is false.Rate this question:
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- 21.
Process: When can a Manual Credit Check (MCC) be mentioned to the customer?
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Anytime, we should mention to our customer of this option to see if they are able to lower monthly rates.
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Upon initial set up if our new applicant insists they have better credit than what their rates reflect after the initial credit check. (no fee) OR If our current customer has fulfilled at least 6 months or their lease term (whichever is greater) and believes their credit has improved. ***A $10 manual credit check fee will be added on the “Charges” screen.
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Never, we are not allowed to mention a Manual Credit check.
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Anytime we are able to mention to our customer of the possibility of lowering their monthly rates, we can run their credit again for them, we will then issue FU request to have the $10.00 charge added, we always charge $10.00 when running a MCC.
Correct Answer
A. Upon initial set up if our new applicant insists they have better credit than what their rates reflect after the initial credit check. (no fee) OR If our current customer has fulfilled at least 6 months or their lease term (whichever is greater) and believes their credit has improved. ***A $10 manual credit check fee will be added on the “Charges” screen.Explanation
The correct answer states that a Manual Credit Check (MCC) can be mentioned to the customer upon initial set up if the new applicant insists they have better credit than what their rates reflect after the initial credit check. There will be no fee for this MCC. Additionally, if a current customer has fulfilled at least 6 months or their lease term (whichever is greater) and believes their credit has improved, a $10 manual credit check fee will be added on the "Charges" screen. This answer explains the specific situations in which a MCC can be mentioned to the customer and clarifies the associated fees.Rate this question:
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- 22.
Process: If we need to email or chat our team lead, manager, etc. to get approval/decline, check if ID has been received, etc. What should we make sure we notate in the activity log?
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Type of action (emailed, chat), WHO we reached out to (A.Rainey, A.Berrio, D.Ewing), WHO approved/declined our request ( A.Rainey approved OB..etc.) and detailed notes summarizing everything.
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Only the time and date of when we reached out to obtain the approval.
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Nothing specific, just make sure that we make some sort of note on our customer’s account – we need to be a vague as possible.
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Everything that occurred during the call. Notes should be at lease 6 sentences per account.
Correct Answer
A. Type of action (emailed, chat), WHO we reached out to (A.Rainey, A.Berrio, D.Ewing), WHO approved/declined our request ( A.Rainey approved OB..etc.) and detailed notes summarizing everything.Explanation
In the activity log, it is important to notate the type of action taken, such as whether an email or chat was used. Additionally, it is crucial to mention the individuals we reached out to, including team leads, managers, etc. This helps in keeping track of the communication and ensuring accountability. Furthermore, noting who approved or declined our request provides a clear record of the decision-making process. Finally, detailed notes summarizing everything discussed or decided upon should be included to provide a comprehensive overview.Rate this question:
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- 23.
Pickup: When we schedule pickup for our customer, what are we to FIRST advise & attempt, what general steps (rules) do we follow?
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Schedule pickup as customer requests, offer any time frame available, go over pickup summary, notate activity log.
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Schedule pickup at two weeks out no matter what. There are no exceptions.
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Schedule pickup for whatever is most convenient for our customer as long as they have a good reason. Attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.
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Advise & Attempt (2) weeks out, offer key release option first (unless house, etc.), if customer insists on needing sooner, move to our (5) business day rule, and if customer insists needing sooner than that, then we must get approval from our team lead/manager, we notate activity log of WHO approved less than (5) business days, attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.
Correct Answer
A. Advise & Attempt (2) weeks out, offer key release option first (unless house, etc.), if customer insists on needing sooner, move to our (5) business day rule, and if customer insists needing sooner than that, then we must get approval from our team lead/manager, we notate activity log of WHO approved less than (5) business days, attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.Explanation
The correct answer is to advise and attempt scheduling the pickup two weeks out. If the customer insists on needing the pickup sooner, the next step is to offer the key release option first, unless it is a house. If the customer still insists on needing it sooner, the company follows a five-business day rule. If the customer insists on needing it sooner than that, approval from the team lead/manager is required, and the activity log must be notated with who approved the request. Additionally, the company should attempt to obtain the forward billing address and notate it in the activity log and billing address section, along with a summary of the call.Rate this question:
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- 24.
Policy: Does AZUMA deliver/pickup furniture that is believed to contain BED BUGS? And where can we find the BED BUG Policy on AZConnect?
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Yes, AZUMA will deliver/pickup furniture believed to have BED BUGS as long as there are not too many. If there are too many, then that is considered an infestation. We will deliver if there are just a few. The policy can be found on the Remote Resources/Dashboards Wall.
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No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS until a professional pest control technician has treated the apartment and cleared the apartment of bed bugs. The pest control company must certify that bed bugs have been eliminated. The policy can be found on the Remote Resources/Dashboards Wall.
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Yes, AZUMA will deliver/pickup furniture believed to have BED BUGS as long as there are none seen on the furniture. The policy can be found under the HR Tab.
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No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS. The customer can keep the furniture. The policy can be found on the Remote Resources/Dashboards Wall.
Correct Answer
A. No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS until a professional pest control technician has treated the apartment and cleared the apartment of bed bugs. The pest control company must certify that bed bugs have been eliminated. The policy can be found on the Remote Resources/Dashboards Wall.Explanation
AZUMA has a policy that they will not deliver or pickup furniture that is believed to have bed bugs. The customer must have a professional pest control technician treat the apartment and certify that the bed bugs have been eliminated before AZUMA will handle the furniture. The policy can be found on the Remote Resources/Dashboards Wall.Rate this question:
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- 25.
Refunds: How long before a customer receives their refund check after the pickup has been completed?
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It can take about 3-4 business days before the customer receives their refund check.
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It can take up to 5 business days after pickup before the customer receives their refund check.
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It can take up to 30 days after pickup for a customer to receive their refund check.
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Within 24 hours.
Correct Answer
A. It can take up to 30 days after pickup for a customer to receive their refund check. -
- 26.
Refunds: Are we able to process a refund to our customer’s credit card?
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Yes, if a customer requests a refund to be returned to their credit card, then we must verify all credit card information at the time of scheduling the pickup and it doesn't matter if it is on file already or not.
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We can only process the refund to their credit card if they don't have a checking account.
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We are not able to process refunds to a customer's credit card.
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Yes, if a customer requests a refund to be returned to their credit card, then we must verify all credit card information at the time of scheduling the pickup and it has to be on file already.
Correct Answer
A. Yes, if a customer requests a refund to be returned to their credit card, then we must verify all credit card information at the time of scheduling the pickup and it has to be on file already.Explanation
CC refunds should only be offered if they are moving out of the country or will not have a permanent forwarding address. Otherwise, we always offer regular check refunds UNLESS the customer actually requests a cc refund.Rate this question:
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- 27.
Refunds: What day are refund checks typically processed or printed on?
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Monday
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Wednesday
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Friday
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Saturday
Correct Answer
A. MondayExplanation
Refund checks are typically processed or printed on Mondays. This is because Mondays are the start of the workweek, and processing refund checks early in the week allows for any necessary follow-up or adjustments to be made before the end of the week. Processing refunds on Mondays also ensures that recipients receive their funds as soon as possible, minimizing any delay or inconvenience.Rate this question:
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- 28.
Refunds: When are refund checks typically MAILED out after they are processed or printed?
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Typically within 24 hours.
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Typically within 72 hours.
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Typically within 7 business days.
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Typically within 30 days.
Correct Answer
A. Typically within 72 hours.Explanation
Refund checks are usually mailed out within 72 hours after they are processed or printed. This means that once the refund has been approved and the necessary paperwork has been completed, the check will be sent out within three days. This timeframe allows for any additional processing or verification that may be required before the refund is issued. It ensures that customers receive their refunds in a timely manner, usually within a week, without having to wait for an extended period of time.Rate this question:
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- 29.
Refunds: If customer hasn’t received their refund check and the amount is OVER $100, how long before AZUMA will re-issue another refund check?
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If a customer does not receive their refund check within 10 days after it is printed, we will refund another check or credit to their credit card on file.
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If a customer does not receive their refund check within 2 days after it is printed, we will refund another check or credit to their credit card on file.
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If a customer does not receive their refund check within 60 days after it is printed, we will refund another check or credit to their credit card on file.
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If a customer does not receive their refund check within 90 days after it is printed, we will refund another check or credit to their credit card on file.
Correct Answer
A. If a customer does not receive their refund check within 60 days after it is printed, we will refund another check or credit to their credit card on file.Explanation
If a customer does not receive their refund check within 60 days after it is printed, AZUMA will re-issue another refund check or credit the amount to their credit card on file.Rate this question:
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- 30.
Refunds: If customer hasn’t received their refund check and the amount is UNDER $100.00, how long before AZUMA will re-issue another refund check?
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If a customer does not receive their refund check within 90 days after it is printed, we will refund another check or credit to their credit card on file.
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If a customer does not receive their refund check within 60 days after it is printed, we will refund another check or credit to their credit card on file.
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If a customer does not receive their refund check within 2 days after it is printed, we will refund another check or credit to their credit card on file.
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If a customer does not receive their refund check within 10 days after it is printed, we will refund another check or credit to their credit card on file.
Correct Answer
A. If a customer does not receive their refund check within 90 days after it is printed, we will refund another check or credit to their credit card on file.Explanation
If a customer does not receive their refund check within 90 days after it is printed, AZUMA will refund another check or credit to their credit card on file. This means that if the customer has not received their refund within the specified time frame, AZUMA will take responsibility and issue another refund check or credit to ensure that the customer receives their money back.Rate this question:
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- 31.
A/R: What information should be included in an accounting request?
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A small description for why it is needed.
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Amount needed & why it is needed & when it is needed
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Amount needed & small description for why it is needed
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Who needs the credit
Correct Answer
A. Amount needed & small description for why it is neededExplanation
The information that should be included in an accounting request is the amount needed and a small description for why it is needed. This is important because it provides the necessary details for the accounting department to understand the purpose and urgency of the request. Including the amount needed ensures that the appropriate funds can be allocated, while the description provides context and justification for the request.Rate this question:
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- 32.
A/R: How long does an accounting request take to be completed?
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It takes 2-4 regular days.
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It takes 2-4 business days.
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It takes 3-5 business days.
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It takes 3-5 regular days.
Correct Answer
A. It takes 3-5 business days.Explanation
The correct answer is "It takes 3-5 business days." This means that an accounting request typically takes between three to five business days to be completed. The use of the term "business days" implies that weekends and public holidays are not included in the timeframe. This answer provides the most accurate estimate for the completion time of an accounting request.Rate this question:
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- 33.
A/R: What should be done if you are checking on an already submitted accounting request?
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I should submit another A/R if follow up is needed on the same request.
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I should email the accounting group if follow up is needed on the same request.
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I should do nothing, because it will eventually get resolved.
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I should tell the customer that it is being worked on.
Correct Answer
A. I should email the accounting group if follow up is needed on the same request.Explanation
If follow up is needed on an already submitted accounting request, the best course of action would be to email the accounting group. This allows for direct communication and ensures that the request is being addressed and worked on. Submitting another A/R may cause confusion and duplicate efforts, while doing nothing may result in the issue not being resolved in a timely manner. Informing the customer that the request is being worked on is important, but it should be done after contacting the accounting group for an update.Rate this question:
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- 34.
A/R: Who receives an accounting request vs. who receives a follow up request?
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A/R= Account Management & F/U= Managers
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A/R= Accounting Group & F/U= Managers
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A/R= Managers & F/U= Account Management
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A/R= Managers & F/U= Managers
Correct Answer
A. A/R= Accounting Group & F/U= ManagersExplanation
The correct answer states that the accounting group receives an accounting request, while managers receive a follow-up request. This indicates that the responsibility for handling accounting requests lies with the accounting group, while managers are responsible for handling follow-up requests.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
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Feb 23, 2017Quiz Created by
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