Knowledge Test : Trivia Quiz On Customer Service!

The statement is false because it is important to inform the customer if an item they are ordering is on backorder, even if they do not specifically ask. This allows the customer to make an informed decision about whether they want to proceed with the purchase, choose an alternative product, or wait for the item to become available. Failing to provide this information could lead to customer dissatisfaction and potential loss of business.

If the customer has placed an order for a GENO Kit before, it does not automatically mean that we do not need to read the terms and conditions to them. It is important to provide the terms and conditions to every customer, regardless of whether they have ordered before, as it ensures that they are aware of the policies and guidelines associated with the product. Therefore, the statement is false.

The customer's credit/debit card is charged for an item on back-order when the item ships. This means that the customer will not be charged immediately after placing the order, but rather when the item is ready to be shipped to them. This ensures that the customer is only charged for the item once it is available and ready to be sent to them.

To ensure that the total does not appear on the shipping invoice when shipping to a gift recipient, it is necessary to place a check mark in the "gift" box on the order header. This option is likely to be available to indicate that the shipment is a gift, and by checking the box, the system will exclude the total amount from being displayed on the shipping invoice.

The customer's credit/debit card is charged when the item ships. This means that the payment is not processed immediately after the order is placed, but rather when the item is ready to be shipped to the customer. This allows for any potential changes or cancellations to the order before the payment is finalized.

The correct answer is WEB063 because "WEB" suggests that it is related to the website or online platform, and "063" could be a specific code or identifier for placing orders on the website. This code is likely used when customers face difficulties ordering online and need assistance from a customer service representative to manually place the order.

By unchecking the "calc freight" box on the order header, the standard freight charges will be overridden. This means that the system will not calculate and apply any freight charges to the order.

The correct answer is "Default Catalog Key Code". This key code is used when a customer does not have a catalog but saw one at a friend's house, doctor's office, etc. and wrote down the item number. It allows the customer to access the catalog and make a purchase using the item number they wrote down.

The statement "We are unable to ship to APO or FPO addresses" implies that the company does not have the capability to deliver products to APO or FPO addresses. Therefore, the correct answer is False, indicating that the statement is not true.

The correct answer is DEFEMAIL. DEFEMAIL is the source or key code that is used when a customer receives an e-mail promotion but is facing difficulties in placing the order online. By offering to place the order for the customer, the DEFEMAIL code ensures that the promotion is properly attributed to the customer and any relevant discounts or offers are applied.

Items such as Geno Kits, Magazine Subscriptions, and Digital Products are usually excluded from promotional sales. This means that these items are not eligible for any discounts or special offers that may be available during a promotional sale.

If a customer receives an email promotion and is having difficulty placing the order online, the company will honor the promotion by phone. Additionally, if the customer insists, the company can offer a one-time courtesy of honoring the promotion over the phone.