Seasonal Quiz Of Current Knowledge #1
Test your knowledge on some of the current information in Customer Service. Good luck!
- 1.
You are able to either send a replacement order or put in a credit request for a customer right away, even if the trace investigation is not yet complete.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
You can now issue a credit right away, but must remember to inform the customer that if the original order shows up, they will need to initiate a return for it.Rate this question:
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- 2.
You are able to add a pre-sell item to an existing pre-sell order.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The system knows the date when we added the new pre-sale and will allocate that additional item in the proper chronological order so the customer is NOT jumping ahead of anyone on the waiting list. Check the Wiki, you will find the info there.Rate this question:
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- 3.
If you place an employee order and need to make a return, who should initiate the RAN?
- A.
You
- B.
Your supervisor
- C.
A floorwalker
- D.
A friend of yours that works at BuySeasons
Correct Answer
B. Your supervisorExplanation
You should never touch anything in your order once it has been placed. Your supervisor can do a return, credit request, or any other needed function for a service issue. Doing so yourself could be grounds for terminationRate this question:
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- 4.
You are not normally able to send a RSL label (return shipping lable) to an Amazon customer, but if it is a fault on our end or the customer insists, you may do it as a one time courtesy.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
You will need to gather a new email address from your customer to send the RSL to.Rate this question:
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- 5.
We have a new order source called eBay.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement states that there is a new order source called eBay. The answer "True" indicates that the statement is correct and there is indeed a new order source called eBay.Rate this question:
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- 6.
For the most current cutoff times for BC and CE, you should check (check all that apply)
- A.
Your email
- B.
The BC/CE FAQ section on the websites
- C.
With your neighbor
Correct Answer(s)
A. Your email
B. The BC/CE FAQ section on the websitesExplanation
The most current cutoff times for BC and CE can be checked through two sources: your email and the BC/CE FAQ section on the websites. Checking your email may provide updates or notifications regarding any changes in cutoff times. Additionally, the BC/CE FAQ section on the websites is specifically designed to provide information and answer frequently asked questions, including cutoff times. Therefore, these two sources should be consulted to obtain the most accurate and up-to-date information regarding BC and CE cutoff times.Rate this question:
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- 7.
If a customer ordered 3 packs of party plates and was missing 1 pack, you would need to do a parts and pieces request.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False. The plates have their own SKU #, therefore, you would need to do a replacement order, not a parts and pieces.Rate this question:
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- 8.
Free samples will now be included in customers' orders, such as cereal.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement mentions that free samples, like cereal, will be added to customers' orders. This implies that customers will receive complimentary cereal along with their orders. Therefore, the statement is true.Rate this question:
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- 9.
What is the importance of using ADP? Check all that apply.
- A.
Checking your hand punches
- B.
Printing your pay stubs
- C.
Requesting a day off
- D.
Checking your schedule for the week
Correct Answer(s)
A. Checking your hand punches
B. Printing your pay stubs
C. Requesting a day offExplanation
ADP is important for checking hand punches as it allows employees to keep track of their attendance and ensure accuracy. Printing pay stubs is another important use of ADP as it provides employees with a record of their earnings and deductions. ADP also allows employees to request a day off, making it convenient and efficient for both employees and employers.Rate this question:
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- 10.
How would you know if a customer's order is being delivered by the post office?
- A.
By the shipping method
- B.
If it has a PT or YW in the tracking number
- C.
It's not important to know that
- D.
If there is a P.O. Box in the shipping address
Correct Answer
B. If it has a PT or YW in the tracking numberExplanation
If the tracking number of a customer's order contains the letters "PT" or "YW", it indicates that the order is being delivered by the post office. The presence of these specific letters in the tracking number serves as a clear indication of the shipping method used for the delivery.Rate this question:
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- 11.
If a customer's stackable coupon is not applying, you should (choose only 1 answer):
- A.
Offer them a better coupon
- B.
Check the terms and conditions of the coupon
- C.
Upsell them until the order does qualify
Correct Answer
B. Check the terms and conditions of the couponExplanation
Checking the terms and conditions will be your best bet. Certain items may not qualify for the coupon, no matter how much you upsell on that order. Although offering a better coupon is nice, we don't want to be giving away the farm.Rate this question:
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- 12.
Where can you check the terms and conditions of a coupon that a customer receives in their email? (choose only 1 answer)
- A.
In the Wiki under the current coupon offers link
- B.
On the website
- C.
On your master coupon list in the Shared Documents folder
Correct Answer
A. In the Wiki under the current coupon offers linkExplanation
In the Wiki under the current coupon offers linkRate this question:
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- 13.
If you need to send an email regarding an undeliverable order, you should send it to:
- A.
- B.
- C.
Explanation
Do not send emails directly to Garth or the delivery resolution team. We have a special email address for that: [email protected]Rate this question:
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- 14.
Phone calls and emails made with Buyseason's equipment are 100% monitored.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement indicates that all phone calls and emails made using Buyseason's equipment are fully monitored. This suggests that the company has implemented measures to ensure that all communication conducted through their equipment is recorded and observed. Therefore, the correct answer is True.Rate this question:
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- 15.
What three words describe the Brand Direction for Buycostumes.com?
- A.
Ingenius, Energetic, and Bold.
- B.
Dull, Depressing, and Cowardly
- C.
Imaginative, Spirited, and Exciting.
- D.
Imaginative, Spirited, and Daring.
Correct Answer
D. Imaginative, Spirited, and Daring.Explanation
From Training Module 1, found in the Wiki:
BRAND DIRECTION FOR BUYCOSTUMES.COM:
Imaginative.
-Unique looks you will not find at any of the competition.
- A focus on our exclusives and our “Pimp My Costume” tool.
Spirited.
-Words that speaks to the new edgy “adult” brand and bold presentation.
Daring.
-Push the envelopeRate this question:
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- 16.
Orders from which U.S. States are charged sales tax?
- A.
California, New York, Washington, and Wisconsin.
- B.
New York, New Jersey, Washington, and Wisconsin
- C.
Wisconsin, Washington, New York, California, and Delaware
- D.
Insanity, Denial, Depression, and Panic
- E.
Washington, New York, California, and Idaho
Correct Answer
A. California, New York, Washington, and Wisconsin.Explanation
From the Wiki:
Wisconsin customers pay 5.5% sales tax
New York & Washington customers pay 8.0% sales tax
California customers pay 8.75% sales taxRate this question:
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- 17.
Orders placed by schools or other non-profits do not need to include payment up front.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
From the FAQ on both CelebrateExpress and BuyCostumes.com:
If you are a school, music director, teacher, educator or non-profit group in the U.S. looking to make a purchase with an official Purchase Order (PO#), please download this order form (PDF requires Adobe Acrobat Reader) and mail or fax it along with your PO form and payment. All Purchase Orders must be prepaid. There are two ways to pay: 1) fax both PO forms and we will call you for your credit card information OR 2) mail your money order, cashiers, school or business check with both PO forms to:Rate this question:
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- 18.
When do you need to leave a case note? Please check all that apply.
- A.
When initiating a return.
- B.
When updating an address.
- C.
When a customer wants to check their guaranteed delivery date.
- D.
When creating a replacement order
- E.
When doing an exchange (in the original order)
Correct Answer(s)
A. When initiating a return.
B. When updating an address.
C. When a customer wants to check their guaranteed delivery date.
D. When creating a replacement order
E. When doing an exchange (in the original order)Explanation
Case notes, case notes, case notes! Let this be your mantra while a customer service employee at BuySeasons. Anytime you touch an order or speak with a customer, no matter how insignificant the issue may seem, you must leave a case note. By leaving a case note, the next time a representative has to work with a customer or order, they are not starting from scratch, and have some information.Rate this question:
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- 19.
A customer is having an order shipped to Australia. What guaranteed delivery date can we give them?
- A.
The order will arrive in 5-9 business days.
- B.
The order will arrive in 5-9 calendar days.
- C.
We cannot give a guaranteed delivery date for any international orders, but we do give a date range.
- D.
It depends on what type of shipping the customer chooses.
Correct Answer
C. We cannot give a guaranteed delivery date for any international orders, but we do give a date range.Explanation
From the FAQ pages on either site:
Delivery Times:
■Estimates are quoted in business days (Monday – Friday, excluding US and local holidays)
■Most orders placed by 2pm (Monday – Friday) CT will be processed same dayRate this question:
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- 20.
How can an international order be paid for? Please check all that apply.
- A.
VISA, MasterCard, Discover, or American Express credit or debit cards.
- B.
Personal checks
- C.
Money Order
- D.
Cash
- E.
PayPal
Correct Answer(s)
A. VISA, MasterCard, Discover, or American Express credit or debit cards.
E. PayPalExplanation
From the FAQ on both sites:
We accept MasterCard, Visa, Discover Card, American Express and PayPal. You may also use check cards or ATM cards, as long as they are connected with one of the major credit card companies listed above. We do not accept gift cards, personal checks, or cash. We only accept credit cards issued from a country we ship to.Rate this question:
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- 21.
When should you use your mute button?
- A.
When you need to ask a floorwalker for assistance.
- B.
When you cough or sneeze.
- C.
Using mute is never appropriate.
- D.
When finishing a return or replacement order.
Correct Answer
B. When you cough or sneeze.Explanation
From Training Module Five:
Mute should be something that is used on a very limited basis. In fact, when you use mute, your caller should not even realize it happened. Mute is used to cover sounds on our end of the phone: for example, if you need to cough, hiccup, or clear your throat. Some people even refer to the mute button as the cough button.Rate this question:
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- 22.
When should you use a 'parts and pieces' work related item?
- A.
For a missing banner from Sku: 164214.
- B.
For missing fangs from Prod ID:69990
- C.
For a missing desert sand backdrop from Sku: 147653
- D.
For a crushed favor box from Sku: 220748
Correct Answer
B. For missing fangs from Prod ID:69990Explanation
A Parts and Pieces order is only done when the missing or damaged part does not have a separate sku#.
From the Wiki:
If an item or component has its own SKU you must create a replacement order. This is especially important when working with party packs or filled favor boxes. You can always get the individual SKU numbers from Advanced Item Look UpRate this question:
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- 23.
What three words describe the Brand Direction for Celebrate Express?
- A.
Irresponsible, Melancholy, and Common
- B.
Reputable, Merry, and Exclusive.
- C.
Reliable, Cheerful, and Unique.
- D.
Reliable, Cheerful, and Friendly
Correct Answer
C. Reliable, Cheerful, and Unique.Explanation
From Training Module 1:
BRAND DIRECTION FOR CELEBRATEEXPRESS.COM:
Reliable.
-Honest approach to the presentation of our products with an additional push towards helpful content this season (coming soon)
Cheerful.
-Fun use of Comic theme to push the concept of kids being able to step into their own adventure.
Unique.
-Different design than anything we’ve done (or the competition has done) before.Rate this question:
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- 24.
If you don't know the answer, where can you turn? Please check all that apply.
- A.
The Wiki.
- B.
The FAQ sections on each website.
- C.
A floowalker.
- D.
A Magic 8 Ball.
Correct Answer(s)
A. The Wiki.
B. The FAQ sections on each website.
C. A floowalker.Explanation
When you don't know the answer, you can turn to The Wiki, the FAQ sections on each website, and a floowalker. The Wiki is a commonly used online encyclopedia that provides information on various topics. The FAQ sections on each website often contain answers to frequently asked questions about that specific website or topic. A floowalker is a term that may refer to a person or tool that helps you navigate or explore a website or platform to find the answer you are looking for.Rate this question:
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- 25.
Which POD item does not require an additional 1-2 business days for delivery?
- A.
Invitations
- B.
Plates
- C.
Banner
- D.
None of them do.
- E.
They all do.
Correct Answer
C. BannerExplanation
From Training Module 4:
Photo Banners are printed in-house and DO NOT require the additional 2 days for delivery.Rate this question:
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- 26.
Pre-sell items are listed with guaranteed in-stock dates.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
From the FAQ page of both sites:
Some out of stock items are available for Pre-Order and are noted as such on the product detail page, along with their estimated in-stock date. Just add the product you want to pre-order to your cart and check out as usual. We will ship the entire order to you when the pre-order item becomes available*. Your credit card will not be charged until your order actually ships.Rate this question:
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- 27.
When creating a related work item request, such as a credit request, damaged in transit request, or trace investigation request, it is not necessary to create an additional separate case note, so long as you are detailed enough in the notes section of the request.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
True, otherwise you are just making double the work for yourself.Rate this question:
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- 28.
When creating a replacement order or a parts and pieces request, in the notes section it is necessary to always put first the:
- A.
SKU numbers of the missing, incorrect or damaged items
- B.
Needs by date
- C.
Product names
- D.
Shipping address
Correct Answer
B. Needs by dateExplanation
Needs by date. This is really important for the warehouse, even though you choose the shipping method and guaranteed delivery date on the replacement order, and the guaranteed delivery date on a p & p request.Rate this question:
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- 29.
If a domestic customer calls because they were missing the cardboard medallions of their blowouts but still want them, you would do a parts and pieces request.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The blowouts come in 2 pieces: The actual blowout part and the cardboard medallion. We do not sell these pieces separately, but in this instance they do have their own SKU numbers. Though the majority of parts and pieces requests will be for costumes, there are a few instances where you will need to do a parts and pieces on a party order.Rate this question:
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- 30.
The coupon code, eyeballs15 is stackable and good for 15% off décor and party supplies after other coupons applied. A customer ordered $50 worth of party supplies, used a $5 catalog coupon, and would now like to apply the eyeballs15 code. How much more money will that eyeballs15 code save the customer?
- A.
$5.00
- B.
$6.75
- C.
$7.50
- D.
$38.25
Correct Answer
B. $6.75Explanation
$5 off of $50 leaves $45, and 15% off of $45 is $6.75.Rate this question:
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- 31.
Which of the following BC items qualify as party supplies and décor? (check all that apply)
- A.
Product ID #27268
- B.
Product ID #78170
- C.
Product ID #58463
- D.
Product ID #800032
- E.
Product ID #20692
- F.
Product ID #70861
Correct Answer(s)
A. Product ID #27268
B. Product ID #78170
C. Product ID #58463
E. Product ID #20692
F. Product ID #70861Explanation
product ID #800032 is a mummy costume, not décorRate this question:
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- 32.
It's required that you put the needs by date in the case for a customer that needs a replacement on an undeliverable order.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The needs by date is required to be mentioned in the case for a customer who needs a replacement for an undeliverable order. This is important because it helps in prioritizing the order and ensuring that the replacement is delivered to the customer within the specified timeframe. By mentioning the needs by date, the company can effectively manage its resources and logistics to meet the customer's requirements and provide a satisfactory resolution to the issue.Rate this question:
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- 33.
The coupon mummy10 is not stackable.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement "The coupon mummy10 is not stackable" is false. This means that the coupon code "mummy10" can be stacked or combined with other coupons or discounts. In other words, customers can use multiple discounts or promotions simultaneously when using the coupon code "mummy10".Rate this question:
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- 34.
How much time in advance should you give for a time off request?
- A.
2-4 business days
- B.
2 weeks
- C.
3-5 business days
- D.
1 week
Correct Answer
B. 2 weeksExplanation
It is recommended to give a time off request at least 2 weeks in advance. This allows the employer enough time to make adjustments to work schedules and ensure adequate coverage during the employee's absence. It also gives the employee a higher chance of having their request approved as it demonstrates proper planning and consideration for the needs of the organization.Rate this question:
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- 35.
For product ID 801456 the on/off switch is hidden in a _____________ inside the bag.
Correct Answer
secret pocket
Secret Pocket
Secret pocket
pocket
PocketExplanation
The correct answer is "secret pocket" or "Secret Pocket". This suggests that the on/off switch for product ID 801456 is concealed or hidden within a pocket, likely to prevent accidental activation or to maintain a sleek and seamless design.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Sep 12, 2012Quiz Created by
Anina
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