Ecommerce Shipping: Customer Service Trivia Questions!

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  • 1/10 Questions

    You are able to have a can of soda open at your desk.

    • True
    • False
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About This Quiz

Below is an ecommerce shipping trivia quiz on customer service! This quiz is ideal for those of us who work in the ecommerce sector and are charged with helping different customers with issues they may have either with their shipment or with the products they receive. Take it up and see just how well you understand the processes you will undertake on a daily basis.

Ecommerce Shipping: Customer Service Trivia Questions! - Quiz

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  • 2. 

    When placing a customer's order, to find out which shipping method you should choose for the customer you should:

    • Ask for the customer's event date

    • Choose the cheapest shipping method for the customer.

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

    Correct Answer
    A. Ask for the customer's event date
    Explanation
    To determine the appropriate shipping method for the customer, it is necessary to ask for the customer's event date. This information will help in determining the required delivery time for the package. By knowing the event date, the seller can then select a shipping method that ensures the package will arrive on or before the customer's event, thus meeting their expectations and requirements.

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  • 3. 

    You must enter the coupon code name into the case notes when requesting a credit for a coupon that a customer omitted.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When a customer omits a coupon, the coupon code name needs to be entered into the case notes when requesting a credit. This is important because it helps in tracking and verifying the validity of the coupon. By including the coupon code name in the case notes, it becomes easier for the customer service team to process the credit request accurately and efficiently. Therefore, the statement is true.

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  • 4. 

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

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

    • Use the wiki and floorwalkers as a tool to help the customer.

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

    Correct Answer
    A. Understand and share the feelings of what the customer has to say so that they can better help the customer with their problem.
    Explanation
    The correct answer is to understand and share the feelings of what the customer has to say so that they can better help the customer with their problem. This answer aligns with the concept of empathy, which is mentioned in the question prompt. Empathy involves understanding and sharing the feelings of others, in this case, the customer. By doing so, customer service representatives can better connect with the customer and provide appropriate assistance and support.

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  • 5. 

    A customer is returning their costume because it does not fit their child. We are informing the customer of the FLEX label. What do we tell them?

    • The customer must use the flex label when sending back their costume and there will be a $7 fee when you use it.

    • Let the customer know that they can send back the costume with any traceable method, however, we do have a prepaid flexible return label they are welcome to use for their convenience. If they choose to use the label, they will be deducted $7 from the return credit.

    • The flex label is free and must be used with UPS.

    • The flex label is only for damaged or incorrect items and cannot be used if a costume does not fit. The customer must use the post office to send their order back to us.

    Correct Answer
    A. Let the customer know that they can send back the costume with any traceable method, however, we do have a prepaid flexible return label they are welcome to use for their convenience. If they choose to use the label, they will be deducted $7 from the return credit.
    Explanation
    The explanation is that the customer can choose any traceable method to send back the costume, but there is a prepaid flexible return label available for their convenience. If they decide to use the label, a $7 fee will be deducted from their return credit.

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  • 6. 

    A customer calls into 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?

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

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

    • 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.

    • 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.

    Correct Answer
    A. 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.
    Explanation
    The correct answer is to place a new order with the customer and ask them to provide the necessary information to verify the lower price on the competitor's website. Once the information is verified, the customer will receive a refund of 110% of the price difference within 14 business days. This shows that the company is willing to match the price and provide additional compensation as part of their 110% price guarantee policy.

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  • 7. 

    You can request to unsubscribe catalogs for a customer on the CelebrateExpress.com website.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    On the CelebrateExpress.com website, customers have the option to unsubscribe from catalogs. This means that they can choose not to receive any further catalogs from the website. Therefore, the statement "You can request to unsubscribe catalogs for a customer on the CelebrateExpress.com website" is true.

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  • 8. 

    You can request to unsubscribe catalogs for a customer on the Buycostumes.com website.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because the option to unsubscribe catalogs for a customer is not available on the Buycostumes.com website.

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  • 9. 

    Party packs are only available for parties with 8 or 16 guests.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Party packs are not only available for parties with 8 or 16 guests. This means that party packs can be available for parties with any number of guests, not just limited to 8 or 16.

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  • 10. 

    When you do not know the answer to a question, where do you go to find that information? (Choose all that apply)

    • WIKI

    • Google

    • Celebrate Express and Buycostumes.com website

    • Floorwalkers

    • Helpline

    • Supervisors

    Correct Answer(s)
    A. WIKI
    A. Celebrate Express and Buycostumes.com website
    A. Floorwalkers
    A. Helpline
    A. Supervisors

Quiz Review Timeline (Updated): Mar 20, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 27, 2011
    Quiz Created by
    Anina
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