Ultimate Knowledge Trivia Quiz On Customer Service!
Below is the Ultimate Knowledge Trivia Quiz on Customer Service! The customer service department in any company is tasked with ensuring a customer gets the answers to the questions they have concerning products or services from the company. Take up this quiz and get to see just how well you know the role of a customer care agent and how they get to meet them.
- 1.Where can you locate current and past promotions?
- A.
Knowledgebase
- B.
Webstore
- C.
Serenade- Promotions
- 2.How is shipping charged when there is more than one Ship-To Address?
- A.
Shipping charges remain the same regardless of how many "ship-to" there are
- B.
Each ship-to is charged separately
- C.
Every two "ship-to" get charged together
- 3.What methods are available to locate product information?
- A.
Serenade
- B.
Webstore
- C.
Knowledgebase
- D.
Samples on Production Floor
- 4.When a customer is given a One-Time Courtesy, what action is required that will alert others the next time a customer places an order?
- A.
Place order on hold
- B.
Customer Action Note
- C.
Send it as a chat to your supervisor
- D.
Open an Escalation Tickler
- 5.When would you use the Expanded Address field?
- A.
Customer has a long name
- B.
International Address
- C.
Customer has a long email address
- 6.A customer wants to use a Purchase Order, how would you proceed?
- A.
Advise that we are not able to provide the customer with a Purchase Order
- B.
Advise the customer to fax or email the order and we will provide a quote
- C.
Advise the customer to walk into our National Geographic store in Washington DC
- D.
Advise the customer to go online and fill out the Purchase Order request
- 7.Which scenario below would require for you to leave an Order Message?
- A.
When a customer places an order with their spouses credit/debit card.
- B.
When a customer placed an order with more than 2 items
- C.
When providing the customer with discount
- D.
Anytime something unusal happens on an order
- 8.What Fast Path is used to create a customer account?
- A.
OMOE
- B.
WCST
- C.
ORDE
- D.
CSTA
- 9.When would you create a Customer Profile if the customer is not placing an order?
- A.
Removal from the catalog mailing list
- B.
Providing general product info
- C.
Customer asking about our website
- 10.What source code is used to request a catalog?
- A.
DEFCAT
- B.
DEFCATC
- C.
DEFORD
- D.
CATALO
- 11.If a customer places an order at 2:00 PM on Wednesday and requests 2-day delivery, when should the customer receive the order?
- A.
Friday
- B.
Saturday
- C.
Monday
- D.
Tuesday
- 12.If a customer places an order at 9:00 AM on Monday and requests 2-day delivery, when should the customer receive the order?
- A.
Tuesday
- B.
Wednesday
- C.
Thursday
- D.
Friday
- 13.What disposition would you use if the customer is calling to check the status on a back ordered item?
- A.
Back Order Inquiry
- B.
Catalog Request
- C.
Billing or Refunds
- D.
Product Inquiry
- 14.What disposition would you use if the customer is calling to request a Catalog?
- A.
Back Order Inquiry
- B.
Catalog Request
- C.
Billing or Refunds
- D.
Product Inquiry
- 15.What disposition would you use if the customer is calling to see if a specific item is available and does not end up placing the order?
- A.
Back Order Inquiry
- B.
Catalog Request
- C.
Billing or Refunds
- D.
Product Inquiry
- 16.What disposition would you use if the customer receives the incorrect item?
- A.
Return Inquiry/ Instructions
- B.
Return- Warehouse Mis-ship
- C.
Return- Damaged Merchandise
- D.
Hang Up/ Wrong Phone Number
- 17.What disposition would you use if you end up transferring the customer to the Magazine Division?
- A.
Website Complaint
- B.
Referred to Magazines
- C.
Referred to Other
- D.
Hang Up/ Wrong Phone Number
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