Ecommerce Shipping: Delivery And Customer Service Quiz Questions!

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Questions: 12 | Attempts: 662 | Updated: Mar 21, 2023

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Ecommerce Shipping: Delivery And Customer Service Quiz Questions! - Quiz

Welcome to the ultimate ecommerce shipping trivia quiz on delivery and customer service! When it comes to shipping goods, the sales process does not just end when the good gets to the customer, and most companies give after-sale services that are aimed at resolving any issues that a client may have regarding the whole process of the product. Take this test and get to refresh your knowledge.

Questions and Answers

1.

Customer's orders that have the OrderSource of ___________ can be updated. (Choose All That Apply)
- A.
  
  Newegg
- B.
  
  BUY
- C.
  
  Target
- D.
  
  SHOPCE
- E.
  
  BUYCE
- F.
  
  Halloween Express
- G.
  
  SHOP
- H.
  
  BuyCostumes
Correct Answer(s)
A. Newegg
B. BUY
D. SHOPCE
E. BUYCE
G. SHOP
H. BuyCostumes

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

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2.

You are able to request a trace on an international package.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

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.

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3.

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)
- A.
  
  Advanced Item Lookup
- B.
  
  The Customer's Order
- C.
  
  The website (BuyCostumes.com or Celebrateexpress.com)
- D.
  
  Cybersource
Correct Answer(s)
A. Advanced Item Lookup
C. The website (BuyCostumes.com or Celebrateexpress.com)

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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4.

The customer calls in to add a coupon to their order, what is the first thing that we do?
- A.
  
  Ask the customer for the coupon code.
- B.
  
  Check the discounts tab to see if any previous discounts have been applied to the order.
- C.
  
  Inform the customer that coupons can only be applied to the order when the order is being placed.
- D.
  
  Request a credit for the appropriate amount.
Correct Answer
B. Check the discounts tab to see if any previous discounts have been applied to the order.

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.

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5.

The price of SKU 204670 is $23.99.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

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

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6.

When applying a discount to the order you should be applying the coupon to the grand total.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

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.

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7.

Check each answer below that is a part of our Return Policy!
- A.
  
  There may be a minimum 15% restocking fee for returned items that fall outside our normal return guidelines
- B.
  
  You are able to return a Disposable Helium Tank if it arrives damaged.
- C.
  
  A $7 flex label fee will be deducted from your return credit.
- D.
  
  You have 16 days from the date that the order was created to intitiate your RAN without any restocking fees.
Correct Answer(s)
A. There may be a minimum 15% restocking fee for returned items that fall outside our normal return guidelines
C. A $7 flex label fee will be deducted from your return credit.

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.

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8.

Choose the Delivery Service(s) that our Delivery Resolution team would create a Trace Investigation with if an International package was lost.
- A.
  
  BWW (Brokers Worldwide)
- B.
  
  USPS (United States Postal Service)
- C.
  
  MSI Worldwide Mail
- D.
  
  UPS (United Parcel Service)
Correct Answer(s)
A. BWW (Brokers Worldwide)
C. MSI Worldwide Mail
D. UPS (United Parcel Service)

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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9.

Because UPS messed up the customer's delivery, and it was not our fault we do not have to apologize to the customer.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

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.

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10.

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.
- A.
  
  Customer's email address
- B.
  
  Label should be sent to customer's billing/shipping address
- C.
  
  Whether the $7 flex fee should be deducted from the return credit or not
- D.
  
  Reason for the label request
Correct Answer(s)
B. Label should be sent to customer's billing/shipping address
C. Whether the $7 flex fee should be deducted from the return credit or not
D. 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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11.

Choose all of the themes from this list that CANNOT be shipped out of the United States
- A.
  
  Breaking Dawn
- B.
  
  Transformers 3
- C.
  
  Kung Fu Panda 2
- D.
  
  Glee
- E.
  
  Justin Bieber
- F.
  
  Smurfs
Correct Answer(s)
A. Breaking Dawn
C. Kung Fu Panda 2
D. Glee
F. Smurfs

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

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12.

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:
- A.
  
  An email will immediately be sent to you with the updated shipping information.
- B.
  
  The original order has been cancelled and you will receive a new email with the new order confirmation and updated shipping date.
- C.
  
  Tell the customer that their shipping has been upgraded and have a good day.
- D.
  
  Inform the customer that they will receieve an email that has the ORIGINAL ship date in it, however, once the customer tracks their package from the number provided in the THIRD email they receive they can see the updated ship level.
Correct Answer
D. Inform the customer that they will receieve an email that has the ORIGINAL ship date in it, however, once the customer tracks their package from the number provided in the THIRD email they receive they can see the updated ship level.

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.

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Ecommerce Shipping: Delivery And Customer Service Quiz Questions!

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

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

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)

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

The price of SKU 204670 is $23.99.

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

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

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

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

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.

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

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: