Weekly Recap Quiz #63 (June 9th)

10 Questions | Total Attempts: 78

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Weekly Recap Quiz #63 (June 9th)

Here's your chance to jog your memory on some of those more difficult scenarios.


Questions and Answers
  • 1. 
    A customer calls in to Buycostumes.com and states that she found the same costume on another website and would like a price match. What can we do for the customer?
    • A. 

      Apologize and inform her that we do not accept price matches at this time.

    • B. 

      Have the customer place the order with you over the phone and credit back the customer the exact difference for the costume.

    • C. 

      Have the customer place the order over the phone with you and credit back the difference between the costume plus an additional 10% because of our 110% price guarantee.

    • D. 

      Place the new order with the customer and let them know that they must email or fax in BuyCostumes.com order number, The website address of the site where you found the lower price, The total price to purchase the product, including shipping charges and taxes, and The item name, ID or Sku number at the competitor's website. One of our Customer Service Representatives will verify the competitor's lower price and if applicable refund 110% of the difference to the original form of payment within 14 business days.

  • 2. 
    We would like our customer service representatives to be empathetic with their customers. This means that they should:
    • A. 

      Place the customer on hold so that the customer isn't sitting there with dead air.

    • B. 

      Call helpline and let them handle the customer.

    • C. 

      Understand and share the feelings of what the customer has to say so that they can better help the customer with their problem.

  • 3. 
    When placing a customer's order, to find out which shipping method is best for the customer, you should:
    • A. 

      Ask for the customer's event date.

    • B. 

      Choose the cheapest shipping method for the customer.

    • C. 

      Select the premium shipping method for the customer so that they will be able to receive the package in time for their event.

  • 4. 
    If a customer is calling to ask if they can obtain a tax exempt form, you should ask them what state they are from. Which states does the tax exempt process apply to?
    • A. 

      Wisconsin

    • B. 

      Canada

    • C. 

      California

    • D. 

      Washington

    • E. 

      Virgin Islands

    • F. 

      New York

    • G. 

      Tennessee

  • 5. 
    How can you tell if a customer will be receiving multiple shipments on their order?
    • A. 

      The case notes would indicate multiple shipments were being sent.

    • B. 

      You would have to check the shipments tab and check the tracking of all shipments.

    • C. 

      The customer's email confirmation would indicate that multiple shipments will be used.

    • D. 

      We wouldn't ship multiple shipments on one order.

  • 6. 
    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

  • 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. 
    You are placing an order for an upset customer who had difficulty personalizing a banner online when suddenly, your shopping cart went empty. The customer would likely become even more upset and irate if you tell them you need to redo the order. What would you do?
    • A. 

      Hang up; they will likely call back and get someone else.

    • B. 

      Transfer the call to Helpline so that the customer won't get upset with you.

    • C. 

      Apologize and politely explain to the customer what happened and do a Manual Order (log a detailed case note after).

    • D. 

      Tell the customer to call back.

  • 9. 
    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?"

  • 10. 
    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

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