Weekly Recap Quiz #38 (December 2nd)

10 Questions | Total Attempts: 48

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Weekly Recap Quiz #38 (December 2nd)

Questions and Answers
  • 1. 
    The correct greeting for BirthdayExpress is...
    • A. 

      Thank you for calling BirthdayExpress, this is...

    • B. 

      Hello, how can I help you?

    • C. 

      Welcome to BirthdayExpress, this is...

    • D. 

      Welcome to CelebrateExpress, this is...

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

      Apologize and say they will need a coupon to receive a discount.

    • B. 

      Offer 5% off the order as a courtesy.

    • C. 

      Offer 50% off the order as a courtesy.

    • D. 

      Ask the customer what would satisfy them and give them that.

  • 3. 
    A customer's subtotal is $249.99 and they then applied a $20 off coupon to their order. Afterwards, they realized their 15% coupon would have been a better deal. You agree to credit the difference between the two coupons. How much is your credit request for?
    • A. 

      $4.99

    • B. 

      $17.50

    • C. 

      $24.99

    • D. 

      $37.49

  • 4. 
    A customer calls because they never received their order and it is passed their promised date - tracking shows delivered. They still want it, so you apologize and send a Replacement Order. What else do you have to do?
    • A. 

      Create a RAN and send a flex label.

    • B. 

      Create a Trace Investigation request.

    • C. 

      Create a Credit request for the grand total.

    • D. 

      All you needed to do was the Replacement Order.

  • 5. 
    A customer calls to ask what the tracking number on their order is. You give the customer their tracking number, they thank you, and end the call. Now what do you do?
    • A. 

      Answer the next call.

    • B. 

      Enter a case note.

    • C. 

      Take your lunch break.

    • D. 

      Send a replacement order.

  • 6. 
    A customer is returning 10 packages of dinner plates from an order they placed in at the end of November. What kind of restocking fee will they be charged by our Returns Dept?
    • A. 

      No restocking fee.

    • B. 

      15%

    • C. 

      25%

    • D. 

      30%

  • 7. 
    A customer from Lawrenceville, Alabama (Zip Code 36310) wants to use the Saturday delivery shipping option. Can they?
    • A. 

      Yes

    • B. 

      No

    • C. 

      Maybe

  • 8. 
    A customer ordered a lot of POD3 products (personalized party supplies with images) and is missing 2 packs of personalized favor boxes. How do we replace the missing favor boxes?
    • A. 

      The customer has to place a new order.

    • B. 

      The customer has to place a new order and we can then credit them back after it is placed.

    • C. 

      You create a replacement order to send them at no cost.

    • D. 

      Place a new order for the customer for non-personalized favor boxes.

  • 9. 
    A customer with a promised delivery date of 9/24 received their package early on 9/16. However, they are missing the Sword and Shield accessory. They want a replacement sent right away, should you send a replacement order for overnight delivery?
    • A. 

      Yes. What the customer wants, the customer gets.

    • B. 

      No. You need to create a Parts & Pieces request for the missing accessory.

    • C. 

      No. We still have time to meet the promise date from the order and can send a slower method

  • 10. 
    Which is the best example of a credit case note?
    • A. 

      Any case note is a good case note.

    • B. 

      Customer called and said the Super Mario Bros piñata was damaged.

    • C. 

      Customer called and said the Super Mario Bros piñata was damaged. The box was crushed and wet. I did send a carrier notice to the DRT.

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