Customer Service ISO Processes

25 Questions | Total Attempts: 35

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Customer Service ISO Processes

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Questions and Answers
  • 1. 
    What is ISO?
    • A. 

      Industrial Standard Operations

    • B. 

      Non-governmental organization that helps develop standard measures and practices

    • C. 

      The company that audits us every year

    • D. 

      International Standardization Organization

  • 2. 
    ISO is important to our _____, so should be important to _____.
  • 3. 
    OP 3.2, the ______________, outlines standard business terms. All items on this list can be committed to the customer without quality planning.
  • 4. 
    What is a Quality Team?
  • 5. 
    Put a check mark in the box next to our Standard Operations.
    • A. 

      PPA Freight Terms

    • B. 

      Net 45 Payment Terms

    • C. 

      PPD Freight Terms

    • D. 

      $25 Order Minimum

    • E. 

      Invoicing per Shipment

    • F. 

      Wire Transfer Payment Method

    • G. 

      Net 30 Payment Terms

    • H. 

      Consolidated Invoicing

    • I. 

      Personal Check as a Payment Method

    • J. 

      Product Samples

  • 6. 
    Who is our management representative?
    • A. 

      Tom Broderick

    • B. 

      Dora Klinstiver

    • C. 

      Dina Rager

    • D. 

      Jeff Sweedler

  • 7. 
    By documenting the ORR order number, date and user's initials, ORR Safety commits to abide by the terms and conditions stated on the order.
    • A. 

      True

    • B. 

      False

  • 8. 
    In ISO terms, an order is called a ___________.
  • 9. 
    What three items on a hard copy order signify acceptance of the contract?
  • 10. 
    Any associate that determines a problem exists in our Quality System should complete this form:
    • A. 

      New Item Setup Form

    • B. 

      Customer Information Form

    • C. 

      CR Form

    • D. 

      Continuous Improvement Form

  • 11. 
    Quotations are valid for _______:
  • 12. 
    For the XP line of safety eyewear, the maximum discount allowed without special approval is ______.
  • 13. 
    What is the lowest possible GM% allowed for any individual product without receiving special approval?
    • A. 

      18%

    • B. 

      5% Off List

    • C. 

      14%

    • D. 

      10%

  • 14. 
    Customer Service may quote up to an amount of [blank]. All quotes exceeding that amount must be quoted by a Sales Associate.
  • 15. 
    When is the appropriate time to charge a customer's credit card?
    • A. 

      When the order invoices

    • B. 

      At order entry

    • C. 

      Sometime before the order ships

    • D. 

      Credit handles customer credit card authorizations

  • 16. 
    If the customer's hard copy pricing is higher than system pricing and the item is not contracted, how do you proceed?
    • A. 

      Accept the customer's pricing and proceed with the order

    • B. 

      Place the order on hold and call the customer for immediate resolution

    • C. 

      Place the order on hold and call the account manager for direction

    • D. 

      Ask your supervisor for direction

  • 17. 
    If the customer's hard copy pricing is lower than system pricing and the item is not contracted, how do you proceed?
    • A. 

      Place the order on hold and call the customer for immediate resolution

    • B. 

      Place the order on hold and call the account manager for direction

    • C. 

      Accept the customer's pricing and proceed with the order

    • D. 

      Use your 5% discount for on-the-spot flexibility to push the order through

  • 18. 
    If the customer's hard copy pricing is higher than system pricing and the item is contracted, how do you proceed?
    • A. 

      Place the order on hold and call the account manager for direction

    • B. 

      Place the order on hold and call the customer for immediate resolution

    • C. 

      Accept the customer's pricing and proceed with the order

    • D. 

      Use your 5% discount for on-the-spot flexibility to push the order through

  • 19. 
    If we have special ordered an item for a customer and it's in stock but has not yet shipped to them, we can cancel the item for the customer.
    • A. 

      True

    • B. 

      False

  • 20. 
    All customer complaints must be logged in the Quality Database:
    • A. 

      True

    • B. 

      False

  • 21. 
    Put a check mark next to the terms of our standard return policy:
    • A. 

      Stock Item

    • B. 

      Purchased from a competitor

    • C. 

      Used, but in original packaging

    • D. 

      Resellable condition

    • E. 

      Under $500

    • F. 

      Non-Stock Item

    • G. 

      15% Restock

  • 22. 
    Joe's Bait Shop calls and requests to cancel an item on their order. You look at the order in GP and realize the product is being drop shipped. What is your next step?
    • A. 

      Call Purchasing and have them untie the drop ship so you can cancel the item on the order.

    • B. 

      Advise the customer that we do not cancel drop ship orders.

    • C. 

      Call the supplier to obtain shipping status of the item. If it has not shipped, ask the supplier to cancel.

    • D. 

      Immediately transfer the customer to their account manager.

  • 23. 
    Pricing discrepancy credits require only the top section of the quality database to be filled out.
    • A. 

      True

    • B. 

      False

  • 24. 
    Always use the drop down box to choose the vendor's name in the RGA Entry section of the Quality Database.
    • A. 

      True

    • B. 

      False

  • 25. 
    The Source box in the top section of the Quality Database must say [blank] in order for the Warehouse to see a misship to investigate.
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