Prove It #5 09212011 Customer Care Quiz

10 Questions

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Customer Care Quizzes & Trivia

Prove It!


Questions and Answers
  • 1. 
    A customer calls in and states that they saw a code on the website for free shipping over $75 and it is no longer there, and it is not taking the free shipping off of her order. What steps should you take to further help the customer?
    • A. 

      Tell the customer to refresh the webpage, because the offer will probably pop up again.

    • B. 

      Offer to place the order for the customer yourself and provide them with the free shipping.

    • C. 

      Give them the code that they can use so they can place the order themselves.

    • D. 

      State that we do not have any free shipping offers, and apologize.

  • 2. 
    A customer purchased 2 items: 1 Pirate costume at $56.99 and 1 Princess costumes at $39.99, the customer applied a BOGO offer so got the Princess costume for free (or $39.99 off) and paid a total of $56.99 plus $4.95 shipping. After receiving her order I decided to return the Pirate costume. What will the customer's refund be?  
    • A. 

      $56.99

    • B. 

      $0.00

    • C. 

      $39.99

    • D. 

      $4.95

  • 3. 
    When you are in the WIKI and there is missing information on one of the pages who can you email to suggest to add this information?
  • 4. 
     What is a pending charge?
    • A. 

      An order that was placed in our system, however does not yet have the succeeded settlement from the bank.

    • B. 

      The lapse time between when the order is placed, and when the order shows up in OPUS.

    • C. 

      The charge that is waiting to occur when a pre-sell item that was ordered arrives in stock and ships out to the customer.

    • D. 

      An agreement for the exchange of goods that is not yet settled or is awaiting a confirmation.

  • 5. 
    A customer calls you and states that BC has charged their credit card many times but after searching you find that there are NO orders in OPUS. What has happened to the customer's orders?
    • A. 

      The customer did not place any orders

    • B. 

      They were placed under a different name so you have to ask the customer what that would be.

    • C. 

      Pending charges have been created.

    • D. 

      Transfer the call to the helpline so that they can look further into our system and find where the customer's orders are.

  • 6. 
    A Celebrate Express customer has a pending charge, and this means that we have successfully placed an order for them. 
    • A. 

      True

    • B. 

      False

  • 7. 
     When we do not act on or finalize a pending transaction they will fall off without intervention in approximately 2-5 business days.
    • A. 

      True

    • B. 

      False

  • 8. 
     An Amazon customer receives their costume and finds that it is too small and would like to return it. You can initiate a RAN and send them a return FLEX label.
    • A. 

      True

    • B. 

      False

  • 9. 
    A customer calls wanting to use a pre-paid giftcard. Before they can use these to place an order they must call the 1-800 number on the back of the card to activate it AND to register their billing address.  If they do not register a billing address the card will either fail in CyberSource or create pending charges for the customer.
    • A. 

      True

    • B. 

      False

  • 10. 
    How can you speed up the process of a pending charge removal?
    • A. 

      Ask a floorwalker or the helpline to delete the charges for you.

    • B. 

      Fill out a pending removal form

    • C. 

      Call the 800 number on the back of the customers card and let them know its ok to release the funds.

    • D. 

      Transfer the call to the credits queue and they will put the funds back onto the customer's credit card.