New Hire Review 2 Halloween 2015

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New Hire Review 2 Halloween 2015 - Quiz

Review Quiz 2


Questions and Answers
  • 1. 

    What happens if an order (domestic US) is not delivered by the guaranteed delivery date?

    • A.

      It will get delivered the next day

    • B.

      The customer is out of luck

    • C.

      UPS will apologize

    • D.

      The customer is eligible for a shipping refund

    Correct Answer
    D. The customer is eligible for a shipping refund
    Explanation
    If an order (domestic US) is not delivered by the guaranteed delivery date, the customer is eligible for a shipping refund. This means that the customer will be reimbursed for the shipping charges they paid for the order, as the guaranteed delivery date was not met.

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  • 2. 

    Which carriers do we use to ship our domestic orders?

    • A.

      UPS and FedEx

    • B.

      USPS, UPS and FedEx

    • C.

      USPS and FedEx

    • D.

      UPS and USPS

    Correct Answer
    D. UPS and USPS
    Explanation
    The correct answer is UPS and USPS. This means that the company uses both UPS and USPS as carriers for shipping their domestic orders.

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  • 3. 

    How many days does the customer have to use a RAN? (Give only the number)

    Correct Answer
    30
    thirty
    Explanation
    The customer has 30 days to use a RAN. This is indicated by both the numerical value "30" and the word "thirty" provided as the answer options.

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  • 4. 

    How many business days should a customer hold on to a damaged package?

    • A.

      10

    • B.

      7

    • C.

      14

    • D.

      5

    Correct Answer
    A. 10
    Explanation
    Customers should hold on to a damaged package for 10 business days. This is likely because it allows the customer enough time to report the damage to the seller or shipping company and initiate any necessary claims or returns. Holding on to the package for a specific number of business days ensures that the customer follows the proper procedure and gives the seller or shipping company enough time to investigate and resolve the issue.

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  • 5. 

    If there is a _____ in the middle of the tracking number then package will be delivered by USPS (SurePost).

    Correct Answer
    YW
    yw
    Explanation
    If there is a "YW" or "yw" in the middle of the tracking number, it indicates that the package will be delivered by USPS (SurePost). The presence of these specific characters serves as a code or indicator for the shipping carrier and method.

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  • 6. 

    What are the two parts of an exchange?

    • A.

      A replacement order

    • B.

      A new order

    • C.

      A credit request

    • D.

      A return

    Correct Answer(s)
    B. A new order
    D. A return
    Explanation
    An exchange typically involves two parts - a new order and a return. A new order is placed for the desired item that the customer wants in exchange for the original item. On the other hand, a return involves giving back the original item to the seller. Therefore, both a new order and a return are necessary components of an exchange process.

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  • 7. 

    RAN stands for Return Authorization Number.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The given statement is true. RAN stands for Return Authorization Number, which is a unique identifier given to a customer when they request to return a product or seek a refund. This number helps the company track and process the return efficiently.

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  • 8. 

    A flex return label costs $_____, and is deducted from the credit a customer recieves when they return something.

    Correct Answer
    6.99
    $6.99
    Explanation
    The cost of a flex return label is $6.99. This amount is deducted from the credit that a customer receives when they return something.

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  • 9. 

    What should the 1st entry of your case note on a replacement order be?

    • A.

      The date the customer needs the order by

    • B.

      The items needed in the replacement oder

    • C.

      Today's date

    • D.

      The customer's shipping information

    Correct Answer
    A. The date the customer needs the order by
    Explanation
    The 1st entry of a case note on a replacement order should be the date the customer needs the order by. This is important information as it helps prioritize and ensure timely delivery of the replacement order to meet the customer's expectations and needs.

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  • 10. 

    Check all of the Order Sources you can handle.

    • A.

      Celebrate Express

    • B.

      Costume Craze

    • C.

      BuyCostumes

    • D.

      Target

    • E.

      Halloween Express

    • F.

      Ebay

    • G.

      One Stop Plus

    • H.

      NewEgg

    • I.

      Evite Party Store

    • J.

      Shop

    • K.

      Amazon

    • L.

      Buy

    Correct Answer(s)
    C. BuyCostumes
    F. Ebay
    G. One Stop Plus
    H. NewEgg
    J. Shop
    K. Amazon
    L. Buy
    Explanation
    The correct answer includes the following order sources: BuyCostumes, Ebay, One Stop Plus, NewEgg, Shop, Amazon, and Buy. These are the sources that the person can handle for placing orders.

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  • 11. 

    You can credit an order up to 60% if you find it necessary to satisfy the customer without a supervisor's permission.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    You can discount up to 50% without permission if you deem necessary.

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  • 12. 

    What two tabs in Opus can show a discount on an order?

    • A.

      Credits

    • B.

      Discounts

    • C.

      Line Items

    • D.

      Case Notes

    Correct Answer(s)
    B. Discounts
    C. Line Items
    Explanation
    The two tabs in Opus that can show a discount on an order are "Discounts" and "Line Items". The "Discounts" tab is specifically designed to display any discounts applied to the order, while the "Line Items" tab provides a detailed breakdown of all the items included in the order, including any discounts that may be applied to individual line items. These tabs allow users to easily track and view the discounts applied to an order, ensuring transparency and accuracy in the pricing and billing process.

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  • 13. 

    What are the very first thing you should do if a customer is inquiring about an order they have placed?

    • A.

      Read the case notes

    • B.

      Cry

    • C.

      Apologize

    • D.

      Fix the issue

    • E.

      Tell them a joke

    Correct Answer
    A. Read the case notes
    Explanation
    The correct answer is "Read the case notes." When a customer inquires about an order they have placed, it is important to first read the case notes to gather information about the order, any issues or concerns raised by the customer, and any previous interactions with the customer. This allows the customer service representative to have a better understanding of the situation and provide an informed and accurate response to the customer's inquiry.

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  • 14. 

    Requesting an address change can add a business day to the transit time of an order.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Requesting an address change can add a business day to the transit time of an order because when a customer requests an address change, the order needs to be updated in the system and processed again. This additional step takes time and can delay the delivery of the order by at least one business day.

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