Ecommerce Shipping: Delivery And Customer Service Quiz Questions!

1. The price of SKU 204670 is $23.99.

True

False

The given statement is true because it states that the price of SKU 204670 is $23.99.

Explanation

The given statement is true because it states that the price of SKU 204670 is $23.99.

2. Because UPS messed up the customer's delivery, and it was not our fault we do not have to apologize to the customer.

True

False

The statement suggests that the company does not have to apologize to the customer because UPS messed up the delivery and it was not their fault. However, this is not a valid justification for not apologizing to the customer. Regardless of who is at fault, it is important for the company to acknowledge and apologize for any inconvenience caused to the customer. Apologizing shows empathy and a commitment to resolving the issue, which can help maintain customer satisfaction and loyalty.

Explanation

The statement suggests that the company does not have to apologize to the customer because UPS messed up the delivery and it was not their fault. However, this is not a valid justification for not apologizing to the customer. Regardless of who is at fault, it is important for the company to acknowledge and apologize for any inconvenience caused to the customer. Apologizing shows empathy and a commitment to resolving the issue, which can help maintain customer satisfaction and loyalty.

3. You are able to request a trace on an international package.

True

False

You can request a trace on an international package, which means you can ask the shipping company to investigate and provide information about the whereabouts and status of the package during its international journey.

Explanation

You can request a trace on an international package, which means you can ask the shipping company to investigate and provide information about the whereabouts and status of the package during its international journey.

4. The customer calls in to add a coupon to their order, what is the first thing that we do?

Ask the customer for the coupon code.

Check the discounts tab to see if any previous discounts have been applied to the order.

Inform the customer that coupons can only be applied to the order when the order is being placed.

Request a credit for the appropriate amount.

The first thing that we do when the customer calls in to add a coupon to their order is to check the discounts tab to see if any previous discounts have been applied to the order. This is important because if there are already discounts applied, adding a coupon might not be necessary or might not be possible. By checking the discounts tab first, we can ensure that we are providing accurate information to the customer and taking the appropriate next steps.

Explanation

The first thing that we do when the customer calls in to add a coupon to their order is to check the discounts tab to see if any previous discounts have been applied to the order. This is important because if there are already discounts applied, adding a coupon might not be necessary or might not be possible. By checking the discounts tab first, we can ensure that we are providing accurate information to the customer and taking the appropriate next steps.

5. When applying a discount to the order you should be applying the coupon to the grand total.

True

False

When applying a discount to the order, you should not be applying the coupon to the grand total. This is because applying the coupon to the grand total would result in a further reduction of the discounted price, which is not the intended outcome. Instead, the coupon should be applied to the original price before any discounts are applied.

Explanation

When applying a discount to the order, you should not be applying the coupon to the grand total. This is because applying the coupon to the grand total would result in a further reduction of the discounted price, which is not the intended outcome. Instead, the coupon should be applied to the original price before any discounts are applied.

6. Check each answer below that is a part of our Return Policy!

There may be a minimum 15% restocking fee for returned items that fall outside our normal return guidelines

You are able to return a Disposable Helium Tank if it arrives damaged.

A $7 flex label fee will be deducted from your return credit.

You have 16 days from the date that the order was created to intitiate your RAN without any restocking fees.

The correct answers are "There may be a minimum 15% restocking fee for returned items that fall outside our normal return guidelines" and "A $7 flex label fee will be deducted from your return credit." These statements mention specific fees that may be applied when returning items that do not meet the return guidelines or when using a flex label for the return.

Explanation

The correct answers are "There may be a minimum 15% restocking fee for returned items that fall outside our normal return guidelines" and "A $7 flex label fee will be deducted from your return credit." These statements mention specific fees that may be applied when returning items that do not meet the return guidelines or when using a flex label for the return.

Submit

7. A customer calls in to upgrade their shipping. After you verify their order can be updated, get their credit card information and upgrade the shipping you MUST tell the customer:

An email will immediately be sent to you with the updated shipping information.

Tell the customer that their shipping has been upgraded and have a good day.

The correct answer explains that the customer will receive an email with the original ship date, but they can track their package using the tracking number provided in the third email to see the updated ship level. This ensures that the customer is informed about the process and knows how to track their package for the updated shipping information.

Explanation

The correct answer explains that the customer will receive an email with the original ship date, but they can track their package using the tracking number provided in the third email to see the updated ship level. This ensures that the customer is informed about the process and knows how to track their package for the updated shipping information.

8. If a customer does not have a printer and you are requesting a label be mailed to them, what do you need to include in the case notes. Check all that apply.

Customer's email address

Label should be sent to customer's billing/shipping address

Whether the $7 flex fee should be deducted from the return credit or not

Reason for the label request

The case notes should include the customer's email address, the label should be sent to the customer's billing/shipping address, whether the $7 flex fee should be deducted from the return credit or not, and the reason for the label request.

Explanation

The case notes should include the customer's email address, the label should be sent to the customer's billing/shipping address, whether the $7 flex fee should be deducted from the return credit or not, and the reason for the label request.

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9. You are able to check to see if individual parts of a costume or part package have a SKU by visiting: (Check All That Apply)

Advanced Item Lookup

The Customer's Order

The website (BuyCostumes.com or Celebrateexpress.com)

Cybersource

The correct answer is Advanced Item Lookup and The website (BuyCostumes.com or Celebrateexpress.com). These options are mentioned in the given text as places where you can check to see if individual parts of a costume or part package have a SKU.

Explanation

The correct answer is Advanced Item Lookup and The website (BuyCostumes.com or Celebrateexpress.com). These options are mentioned in the given text as places where you can check to see if individual parts of a costume or part package have a SKU.

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10. Choose all of the themes from this list that CANNOT be shipped out of the United States

Breaking Dawn

Transformers 3

Kung Fu Panda 2

Glee

Justin Bieber

Smurfs

The themes Breaking Dawn, Kung Fu Panda 2, Glee, and Smurfs cannot be shipped out of the United States.

Explanation

The themes Breaking Dawn, Kung Fu Panda 2, Glee, and Smurfs cannot be shipped out of the United States.

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11. Customer's orders that have the OrderSource of ___________ can be updated. (Choose All That Apply)

Newegg

BUY

Target

SHOPCE

BUYCE

Halloween Express

SHOP

BuyCostumes

Orders from the following sources can be updated: Newegg, BUY, SHOPCE, BUYCE, SHOP, BuyCostumes.

Explanation

Orders from the following sources can be updated: Newegg, BUY, SHOPCE, BUYCE, SHOP, BuyCostumes.

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12. Choose the Delivery Service(s) that our Delivery Resolution team would create a Trace Investigation with if an International package was lost.

BWW (Brokers Worldwide)

USPS (United States Postal Service)

MSI Worldwide Mail

UPS (United Parcel Service)

The Delivery Resolution team would create a Trace Investigation with BWW (Brokers Worldwide), MSI Worldwide Mail, and UPS (United Parcel Service) if an International package was lost.

Explanation

The Delivery Resolution team would create a Trace Investigation with BWW (Brokers Worldwide), MSI Worldwide Mail, and UPS (United Parcel Service) if an International package was lost.

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