Quiz 5 - Product Questions, Change Orders, Virtual Terminal

1. When a customer calls and wants to change an order we _________.

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

Can always make changes to orders after they are placed.

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

Hang up the phone and hope they call someone else.

2. Customers calling to ask questions about products never expect that you will be an expert on the subject.

True

False

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

True

False

4. Which of the following statements is/are true?

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

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

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

Both A and C

All of the above

5. We use Virtual Terminal to _________.

Charge all customer orders

Preauthorize charges only, not charge them.

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

All of the above

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

Ask a supervisor.

Read the product description and use a little common sense.

Check out secondary Product Notes system.

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