Quiz 5 - Product Questions, Change Orders, Virtual Terminal

6 Questions | Total Attempts: 112

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Quiz 5 - Product Questions, Change Orders, Virtual Terminal


Questions and Answers
  • 1. 
    Customers calling to ask questions about products never expect that you will be an expert on the subject.
    • A. 

      True

    • B. 

      False

  • 2. 
    When a customer calls to ask a question about a product, the FIRST thing you should do is __________.
    • A. 

      Ask a supervisor.

    • B. 

      Read the product description and use a little common sense.

    • C. 

      Check out secondary Product Notes system.

    • D. 

      Run down to the warehouse and grab the costume to look at.

  • 3. 
    When a customer calls and wants to change an order we _________.
    • A. 

      Are not allowed to make changes to orders once they are placed.

    • B. 

      Can always make changes to orders after they are placed.

    • C. 

      Can only make changes before a label is generated for shipment.

    • D. 

      Hang up the phone and hope they call someone else.

  • 4. 
    When changing an order, editing the customer's billing and shipping information is done differently than changing the items a customer has purchased.
    • A. 

      True

    • B. 

      False

  • 5. 
    Which of the following statements is/are true?
    • A. 

      If you can add a product to our shopping cart, it is in stock.

    • B. 

      If an item is out of stock, there will ALWAYS be an expected 'back in stock' date listed.

    • C. 

      We should always offer to enter the customer's email address to be notified when an item is back in stock.

    • D. 

      Both A and C

    • E. 

      All of the above

  • 6. 
    We use Virtual Terminal to _________.
    • A. 

      Charge all customer orders

    • B. 

      Preauthorize charges only, not charge them.

    • C. 

      Attempt to charge credit cards that are declined through our automated system.

    • D. 

      All of the above