Problem Solving And Critical Thinking: Quiz!
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- 1.
You receive a call from a customer and they are upset because they received a barstool defective. They want to get a part sent out and be compensated for the delay. You:
- A.
Apologize for the inconvenience and complete the part request while offering a small compensation.
- B.
Research the situation and wait for the results before offering compensation.
- C.
Start the parts request and consult with the team/ lead for proper compensation.
- D.
Offer the customer a full replacement on expedited shipping instead of the parts request and partial refund.
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- 2.
A customer calls in and has a problem with their shipping address. It is listed incorrectly and they need it corrected before the item arrives in 3 days. You:
- A.
Look for the most cost efficient way of resolving this and decide on a resoltion from there.
- B.
Discuss the options with the customer and have them find the most efficient way to continue.
- C.
Analyze the situation to ensure that the new address is not fraudulant and that the intercept can be processed accordingly.
- D.
Advise the customer that we will request an intercept and if the package is not intercepted then we will send a full replacement.
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- 3.
Your quality scores have been gradually declining and you have been given 2 weeks to get them back above goal. You:
- A.
Figure out specific areas to improve and focus on those the most. Gather information and utilize it.
- B.
Request that you be scored more often and ask the quality coach to provide detailed information in your coachings.
- C.
Use reminders that will help you remember your quality in a fun and positive way.
- D.
Advise the quality coach that you have worked hard and that you will make a stronger comitment to the job in the future.
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- 4.
You have been given a Written Warning for being late and absent to work on several occasions. You:
- A.
Convince your lead that you will be changing your schedule and that your are dedicated to the companies success.
- B.
Create a routine by waking up earlier each day and eating healthier to avoid being absent.
- C.
Find specific days that were missed and evaluate what happened each day in order to find a solution to the problem.
- D.
Request that you get a wake up call everyday and focus only on the positives about your job.
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- 5.
You have become burnt out at work and are no longer motivated to do the job you signed up for. You:
- A.
Figure out specific areas that you have lost interest in and determine why you no longer care for them.
- B.
Recognize your emotional state and figure out how you can motivate yourself to improve.
- C.
Advise your team and/or lead of the situation and ask for ideas to help.
- D.
Come up with creative ideas to help keep you motivated such as games or pictures.
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- 6.
You have been having trouble sending out your coaching emails in time and are always behind on your incidents. You:
- A.
Utilize your wrap-up time in order to catch up on your incidents and put it on the off phones since it is justified.
- B.
Ask your lead for extended time each day or ask the team if they can follow up for you.
- C.
Try different ways each day to stay caught up on your incidents and send coachings as well.
- D.
Ask the team how they typically accomplish the goal and ways to stay ahead.
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- 7.
The customer calls in and is requesting that we add an in-store credit because their discount isn't working. The discount is 20% off. You:
- A.
Ask the customer where she got the coupon and research it prior to issuing the instore credit.
- B.
Issue the customer the discount as a one time exception and advise them that for future reference they will need a code.
- C.
Advise the customer that we dont have a discount for that much money however, depending on what they purchase they may be eligible for the 20%
- D.
Advise the customer that we can only do a 10% discount without the coupon code and push to upsell them.
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- 8.
A customer calls in and wants to complain about the last agent they dealt with. You:
- A.
Advise the customer that we will take their comments and submit them to our training department.
- B.
Let the customer know that we normally do not handle our customers this way and provide small compensation for the problem.
- C.
Let the customer know that we value their business and ask how they would like us to proceed with the issue at hand.
- D.
Advise the customer that we will go back and listen to the call and coach the specific agent accordingly.
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- 9.
A customer called in and is worried that an item may arrive in the incorrect color and doesn't trust ordering an item online. You:
- A.
Focus on the positives of ordering online and re-assure the customer that we stand behind our products.
- B.
Advise the customer that we continuously correct the items as we notice any errors and rarely have problems like this.
- C.
Let the customer know that we will replace the item if there is any problems or offer compensation.
- D.
Re-assure the customer of our policies and procedures and advise that we are rated #2 in customer service.
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- 10.
A customer called because they received a bed from us and the center support leg was missing. You have contacted the partner and they cannot locate the part in question. You:
- A.
Ask the partner for a layout of the bed so you can determine which item specifically the customer is referring to.
- B.
Provide various options for the customer to choose from so that they can decide on a better resolution.
- C.
Continue to explain to the partner what the issue is and request that the customer provide detailed information on the part in question.
- D.
Ask the customer to find a local hardware store to build a suitable part and we will cover the cost.
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- 11.
The customer would like to have a rug ordered and sent to them in Canada. They only have a canadian card. You:
- A.
Advise the customer that we only accept domestic cards and offer solutions to this such as having someone in the U.S. place the order.
- B.
Have the customer do a money order and have the item delivered to WSL so we can ship it out from here.
- C.
Evaluate the customers rating and determine if they are valuable enough now or eventually to make this exception.
- D.
Consult the team and your lead and ask the customer if they could provide another form of payment via domestic credit card.
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- 12.
A customer calls us because they have ordered an electric range hood and it blew their circuit box after installation. You:
- A.
Advise the customer that we will replace the order however, we cannot be held liable for the damage.
- B.
Advise the customer to send us the estimate for the damages and/or have someone come out and repair the item.
- C.
Issue a full replacement, free return and give them a refund for the circuit box repair once they send in an estimate.
- D.
Research the item and determine if the voltage is too much for the power source. Consult with the warehouse and electrician to find out who is at fault.
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- 13.
A customer ordered a couch 6 months ago and now the item is ripped. They do not have a warranty and it is well out of the return policy. You:
- A.
Ask probing questions on why the couch got ripped and evaluate costs for repairs.
- B.
Ask the customer to have an upholstery shop inspect the damages and provide estimates for the cost.
- C.
Send the customer the part in question or replacement as a one time exception.
- D.
Advise the customer that this has fallen out of our return policy and we can only offer partial compensation for the repairs.
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- 14.
A customer contacts us because they received the wrong item and was told to dispose of it while we send a full replacement. There are no notes stating this and now the customer is getting a recharge notice. You:
- A.
Advise the customer that we will complete the return so they are not recharged.
- B.
Consult with the team to figure out if this is appropriate to complete for the customer.
- C.
Research the notes and previous phone calls to determine if we advised them to dispose of the item.
- D.
Let the customer know that we do not show record of this however; we can make an exception.
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- 15.
A customer called us because they received a damaged Armoire and need it in time for their house remodel that is coming up in 1 week. You:
- A.
Advise the customer that we can replace the item however; if they need it expedited they will need to pay for it.
- B.
Find out what the extent of the damage is and who will be responsible for the replacement.
- C.
Send a full replacement to the customer on expedited shipping and tell the customer to dispose of the other one.
- D.
Find out if the item can be repaired and cover any and all costs to do it.
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Current Version
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Mar 22, 2022Quiz Edited by
ProProfs Editorial Team -
Sep 07, 2010Quiz Created by
Tsherer
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