Quiz 5 - Product Questions, Change Orders, Virtual Terminal
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- 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
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