Weekly Recap Quiz #41 (January 6th)

10 Questions | Total Attempts: 113

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Weekly Recap Quiz #41 (January 6th)

Questions and Answers
  • 1. 
    After your phone call, you need to email [email protected] to update a product on the website. What do you do with your InContact?
    • A. 

      Choose Unavailable

    • B. 

      Go on ACW

    • C. 

      Go on Personal

    • D. 

      Stay Available as normal

  • 2. 
    If a customer calls and asks for a discount because they are a first-time customer, what is the best thing for you to do?
    • A. 

      Offer to place the order for them giving them a 5% discount, and sign them up for email offers.

    • B. 

      Apologize and let them know that we do not have coupon codes to give out.

    • C. 

      Direct them to coupon sites on Google i.e. coupon cabin

    • D. 

      Aplogize about not having a code to give out and sign them up for email coupons and offers.

  • 3. 
    A customer gets their email confirmation and they see they that they did not order enough personalized invitations. They call to add an extra pack, but unfortunately the order is in PrintedPicking status and cannot be updated. What is the best thing for you to do?
    • A. 

      Apologize and explain there is nothing more you can do.

    • B. 

      Apologize, offer to void the order so that they are able to place a new one with the correct quantities.

    • C. 

      Apologize, offer to create a Replacement Order (Manual NOT Zero Dollar) for just the 1 pack of personalized invitations.

    • D. 

      Apologize, offer to create a Replacement Order (Manual NOT Zero Dollar) for just the 1 pack of personalized invitations and override the shipping cost.

  • 4. 
    A customer calls because they received a completely different order than their own worth $30. They received nothing from their own order, they want what they ordered, and there is plenty of time to send a replacement. What process would you follow to resolve the issue?
    • A. 

      Apologize, send a replacement order to this customer and to the other customer who never received their order.

    • B. 

      Apologize, send a replacement order to the customer, and allow them to keep or donate the incorrect order.

    • C. 

      Apologize, give the customer a RAN number for the incorrect order and send a replacement for their order.

    • D. 

      Apologize, then send a replacement order to this customer along with a RAN (indicating incorrect item) and flex label to return the incorrect order.

  • 5. 
    It's Friday and your customer has called because they are missing the stickers($1.99) for their 3 of their 6 favor boxes. What option do you have for the customer (they are eligible for Saturday delivery).
    • A. 

      Offer the customer a credit for the stickers of $1.99

    • B. 

      Do a replacement and have the stickers arrive for Saturday

    • C. 

      Offer the customer a credit of up to $10 for the stickers and trouble of obtaining more

    • D. 

      All of the above

  • 6. 
    You can update a line item while an order is in Order Screening status.
    • A. 

      True

    • B. 

      False

  • 7. 
    If a customer would like a discount on their order of $40 and you offered them 5%, would wording it in percentage or dollars sound more valuable?
    • A. 

      Percentage

    • B. 

      Dollars

  • 8. 
    As long as you have verified the shipping and billing address with the customer it is ok to use the replacement order button in Opus to recreate an order canceled by the Fraud Team.
    • A. 

      True

    • B. 

      False

  • 9. 
    A customer is having issues placing an order on the website, they keep getting an error message when they hit the submitt button. They call into the call center frustrated asking for help what is the first thing you do?
    • A. 

      Look in CyberSource to see if the issue is there.

    • B. 

      Have the customer go over the billing info with you to check for any errors.

    • C. 

      Offer to place the order for the customer.

    • D. 

      Apologize

  • 10. 
    A customer calls with their child crying hysterically in the background and they are very irate over an issue with their order. They throw in a few choice words while yelling at you, what do you do?
    • A. 

      Hang up they will most likely call and get someone else.

    • B. 

      Let the customer vent, and attempt to solve the issue, escalate if you need to.

    • C. 

      Ask the customer to stop using those words and if they do you will help them.

    • D. 

      Disconnect the phone call.

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