Shipping And Sales: Customer Service Trivia Questions Quiz

10 Questions

Settings
Please wait...
Shipping And Sales: Customer Service Trivia Questions Quiz

Do you work in the shipping and sales customer service department? This trivia questions quiz is perfect for helping you see just how much you understand the field and what is expected of you when it comes to discharging your duties as part of the company. Do give it a try, and be sure to refresh your memory. All the best!


Questions and Answers
  • 1. 
    The Distribution Center cutoff times could change daily.
    • A. 

      True

    • B. 

      False

  • 2. 
    Which of these options CAN be a reason that you request a Return Shipping Label (RSL )?
    • A. 

      When the customer did not the receive their RAN/Flex Label email

    • B. 

      When an International Customer (Puerto Rico, Virgin Islands and all other non US countries) wants to return their items.

    • C. 

      When a USA/domestic customer does not have the ability to print a Flex Label.

    • D. 

      When a military base APO/FPO customer would like to return their costume.

  • 3. 
    Which instance do you NOT need to enter a case note into an order?
    • A. 

      If a customer calls in to track their package.

    • B. 

      If a customer calls in to verify the order was placed.

    • C. 

      If a customer received a damaged costume.

    • D. 

      If a customer was missing an item from their order.

    • E. 

      None of the above, you should put case notes in ALL orders.

  • 4. 
    After transferring a call to helpline I should leave a case note.
    • A. 

      True

    • B. 

      False

  • 5. 
    A customer called to do an exchange.  They ordered the Luke Skywalker costume but now their child wants to be Jango Fett.  Do we still process it as an exchange?
    • A. 

      Yes

    • B. 

      No

  • 6. 
    I have a question for a floorwalker and the closest one to me I don’t know very well, and I don’t think they will have the right answer to my question.  The other one I know well is helping someone else nearby.  What should I do?
    • A. 

      Raise my hand and ask whoever comes to help me first. All of the floorwalkers are knowledgeable and very able to help us all.

    • B. 

      Tell my customer it may be a moment and put them on hold and wait til my “preferred” floorwalker is done. When they are done helping the other rep I flag them down,

    • C. 

      Raise my hand, get the answer from the other floorwalker, but as they are helping me I see the other floorwalker is free. I flag them down and have them help me now.

    • D. 

      Get up from my desk and interrupt my “preferred” floorwalker while they are helping another rep. They’ll understand because they always help me.

  • 7. 
    I am working with a customer on their order because of a lot of problems with it.  They have to get off the phone because their child just woke up but they want to call back to finish and resolve the issue.  They are insisting they want to speak with me directly and no one else. Which option is the best choice in this situation?
    • A. 

      Tell the customer to call me back in 30 min. Give them my name and say they can ask for me specifically.

    • B. 

      Offer to call them back in a certain amount of time. I also advise them in case I don’t get a hold them to try to also call back at some point. I still case note everything in case I don’t get a hold of them.

    • C. 

      Let them know that unfortunately you will not be able to call them back, but you would be happy to send them an email from your personal email to let them know that it has been completed.

    • D. 

      Give them my name and supervisors name and extension. I explain for them to ask for me or my supervisor. I leave clear case notes and send a quick email to my supervisor. Since I may not be able to help them then I know my supervisor will.

  • 8. 
    A customer calls and received their costume damaged.  There are spots all over it and the lace on it is torn.  They are very upset and clearly, don’t want to deal with a lot of hassle. They want a replacement and I ask them when they need it by.  They say ASAP.  When I am setting up my replacement order, do I?
    • A. 

      Send it out overnight. They said asap so that must mean they really need it.

    • B. 

      Send it out economy shipping. Theres still plenty of time for them to receive it by Halloween.

    • C. 

      Ask them what date they need it by. They may be agitated but at least I know it will be there in the correct amount of time needed.

  • 9. 
    A customer calls and states that they received a voicemail from our company that their pre-sell item was no longer going to be available for them. What are some options can we provide? (Choose all that apply)
    • A. 

      Apologize and issue them a credit on the spot for the pre-sell item.

    • B. 

      Find the customer a different IN STOCK costume that would work for them.

    • C. 

      Refer them to Halloween Express because you're sure they're carrying the item.

    • D. 

      Apologize that the item is no longer available, remove the pre-sell item and ship the rest of the order for them.

  • 10. 
    A customer from Brazil using his Brazilian credit card is looking to place his order and ship his Halloween items to Florida. Which shipping method do we choose for him?
    • A. 

      Express Shipping so that he can ship his items from Florida to Brazil and still receive his order by Halloween.

    • B. 

      Any shipping method that the customer would like.

    • C. 

      Choose the Brazilian shipping option in the drop down box, and then change the ship to country to United States. Choose any shipping method for the customer.

    • D. 

      We do not accept Brazilian credit cards because we do not ship to Brazil at this time.