Weekly Recap Quiz #45 (February 3rd)

10 Questions | Total Attempts: 79

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Weekly Recap Quiz #45 (February 3rd)

What Would You Do? Read each scenario and select the correct answers. Good luck!


Questions and Answers
  • 1. 
    If a customer calls in with any type of service issue, including a damaged package, missing or incorrect item, lost package, or late package, the very first thing you should do is:
    • A. 

      Pull up their order

    • B. 

      Apologize

    • C. 

      Resolve the issue

    • D. 

      Figure out what the problem is

  • 2. 
    A customer calls and says that she has not received the email with the flex label. What should you say next?
    • A. 

      Have you checked your junk or spam folder?

    • B. 

      Would you like me to initiate a return authorization number for you?

    • C. 

      What would you like to return?

    • D. 

      I would advise you to go to our website and initiate a RAN yourself.

  • 3. 
    One way that you can practice actively listening is, after the customer states their problem, paraphrase or summarize it back to them.
    • A. 

      True

    • B. 

      False

  • 4. 
    If a customer is missing balloons from her party pack, besides looking at her order, how can you check to be absolutely sure that balloons come with her order? (choose all that apply)
    • A. 

      Google Search

    • B. 

      The website (BC or CE)

    • C. 

      Advanced Item Lookup

    • D. 

      Saturday Delivery Zipcode lookup

  • 5. 
    Which of the following phrases are a good up-sell attempt and give the customer a reason to want to purchase? Choose all that apply.
    • A. 

      "To complete the look of your Spiderman costume, would you like to also add the boots?"

    • B. 

      "Would you like to also add the hat?"

    • C. 

      "Would you like to add a pack of lids for your cups, to prevent spills at your party?"

    • D. 

      "Would you like to add a personalized banner? It makes a great keepsake long after the party."

    • E. 

      "Would you also like some dessert plates?"

  • 6. 
    Customer placed a large order and tells you that she would like to return her Super Mario Child Costume because she does not like it. Next, you should ask her:
    • A. 

      What item will you be returning?

    • B. 

      What is the reason for the return?

    • C. 

      Are there any other items you would like to return?

    • D. 

      Was there any damage to your box?

  • 7. 
    A customer calls and says that they never received their package. The guaranteed delivery date is January 20th, and today is January 20th. You check the tracking status and it shows that it was transferred to the local post office for delivery. The customer tells you that they have called earlier and received the postal tracking number, contacted the post office, and the post office is not able to locate their package. They also tell you that the mailman has already come by their house. You should say:
    • A. 

      I see that the tracking shows your package was transferred to the local post office.

    • B. 

      I am afraid I am not sure where your package is at this time.

    • C. 

      When do you need your order by? I would be happy to start a trace investigation and either credit or replace it for you.

    • D. 

      UPS does deliver until 7pm central standard time. Please call us if you haven't received your package by then.

  • 8. 
    If a customer has not received their flex label in their email, and they have already checked their spam/junk folders, you should:
    • A. 

      Verify the email address on the order and correct it in the return section, if necessary

    • B. 

      Create a credit request

    • C. 

      Inform the customer that there is nothing you can do to help.

    • D. 

      Do an exchange

  • 9. 
    If a customer's items are damaged, but the box they were shipped in is in good condition, you still need to create a damaged in transit request.
    • A. 

      True

    • B. 

      False

  • 10. 
    It is important to verify all of the information that you take from the customer on the billing/shipping page, and to use key-spelling such as A as in apple, B as in boy.
    • A. 

      True

    • B. 

      False

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