Module 6: Service After The Sale Quiz
Test your knowledge of Module 6: Service After the Sale. Good luck!
Questions and Answers
- 1.
In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement suggests that in the Opus department, the "Customer Care" and "Internet" tabs are the most frequently used. This implies that the employees in this department primarily rely on these tabs for their work. Therefore, the statement is true.Rate this question:
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- 2.
What tab and icon will take you to the Buycostumes website for placing a NEW order?
- A.
Order Review and the money bag icon
- B.
Blood Hound and the arrows icon
- C.
Order Search and the magnifying glass
- D.
Customer Orders and the home icon
Correct Answer
D. Customer Orders and the home iconExplanation
The correct answer is Customer Orders and the home icon. This option suggests that by clicking on the Customer Orders tab and then the home icon, the user will be directed to the Buycostumes website for placing a new order.Rate this question:
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- 3.
Saturday Delivery is available anywhere in the United States.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because Saturday Delivery is not available everywhere in the United States. Some areas may not offer Saturday Delivery as a service, or there may be certain limitations or restrictions on Saturday Delivery in certain regions. Therefore, it cannot be said that Saturday Delivery is available anywhere in the United States.Rate this question:
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- 4.
Anytime you touch an order, it's always necessary to create a case note on the account.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Creating a case note on the account whenever an order is touched is necessary because it helps to keep a record of any actions taken or information related to the order. This can be useful for future reference and for tracking the progress or status of the order. It also ensures that all relevant information is documented and easily accessible to anyone who may need to review the order.Rate this question:
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- 5.
If a customer would like the items on the pre-sell order sooner, you should remove the pre-sell item from their order.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If a customer would like the items on the pre-sell order sooner, it would not be appropriate to remove the pre-sell item from their order. Removing the pre-sell item would mean that the customer would not receive the item they initially wanted. Instead, the customer should be informed about the pre-sell status and given the option to either wait for the item to become available or choose an alternative product. Therefore, the correct answer is False.Rate this question:
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- 6.
What are the 3 screening order statuses you might see?
- A.
POD
- B.
Order
- C.
Return
- D.
Fraud
Correct Answer(s)
A. POD
B. Order
D. FraudExplanation
The three screening order statuses that you might see are POD, Order, and Fraud. POD stands for Proof of Delivery, which indicates that the order has been successfully delivered to the customer. Order status refers to the regular processing of an order, indicating that it is being fulfilled and shipped. Fraud status suggests that the order is being flagged for potential fraudulent activity and requires further investigation before it can be processed.Rate this question:
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- 7.
Zip code lookup for Saturday Delivery is located under:
- A.
BSINet (the CS Wiki)
- B.
Customer Care tab
- C.
The Manager tab
Correct Answer
A. BSINet (the CS Wiki)Explanation
The correct answer is BSINet (the CS Wiki) because the question is asking for the location of the zip code lookup for Saturday Delivery. The CS Wiki is a commonly used resource for customer service representatives to find information and tools related to their job. Therefore, it is likely that the zip code lookup for Saturday Delivery would be found under the BSINet section of the CS Wiki.Rate this question:
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- 8.
What tab and icon will take you to customers' existing orders?
- A.
Order Search and the magnifying glass
- B.
Customer Orders and the home icon
- C.
Order Review and the money bag icon
- D.
Blood Hound and the arrows icon
Correct Answer
A. Order Search and the magnifying glassExplanation
The tab and icon that will take you to customers' existing orders is Order Search and the magnifying glass. This suggests that there is a specific feature or tool called Order Search, which can be accessed through the magnifying glass icon. By using this feature, users can search for and view customers' existing orders.Rate this question:
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- 9.
The order sources we can deal with include (check all that apply):
- A.
Buycostumes
- B.
Celebrate Express
- C.
Amazon
- D.
Amazon CE
- E.
Buy
- F.
Buy CE
- G.
Target
- H.
Shop
- I.
Shop CE
- J.
NewEgg
- K.
PartyForLess
Correct Answer(s)
A. Buycostumes
B. Celebrate Express
C. Amazon
D. Amazon CE
E. Buy
F. Buy CE
H. Shop
I. Shop CE
J. NewEgg -
- 10.
When you change the ship level on a customer's pre-sell order, they are not charged for it until the order ships.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When the ship level is changed on a customer's pre-sell order, they are not charged for it until the order actually ships. This means that any adjustments or changes made to the ship level will not result in immediate charges for the customer. Instead, the charges will only be applied once the order is ready to be shipped out. Therefore, the statement is true.Rate this question:
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- 11.
In what order status can you make updates to the shipping address, ship level, and line items?
- A.
Order Complete
- B.
Not printed
- C.
Printing in Progress
- D.
Printed Picking
Correct Answer
B. Not printedExplanation
In the given order status, "Not printed," updates can be made to the shipping address, ship level, and line items. This implies that before the order is printed, changes can still be made to these details. Once the order is printed, it is likely to move to the next status where updates may not be possible.Rate this question:
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- 12.
In what order status can no changes be made?
Correct Answer
Order completeExplanation
Once an order is complete, it means that all the necessary steps and processes have been completed, and the order is ready for delivery or pickup. At this stage, no further changes can be made to the order as it has already been finalized and is in its final state. Any modifications or adjustments would require canceling the order and creating a new one. Therefore, no changes can be made to an order once it is complete.Rate this question:
- 13.
In what 3 order statuses can the shipping method be updated?
- A.
Not Printed
- B.
Printing in Progress
- C.
Printed Picking
- D.
Order Complete
Correct Answer(s)
A. Not Printed
B. Printing in Progress
C. Printed PickingExplanation
The shipping method can be updated in three order statuses: Not Printed, Printing in Progress, and Printed Picking.Rate this question:
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- 14.
A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?
- A.
Apologize, and tell her it's impossible
- B.
Place the order and assure her it will arrive Saturday
- C.
Verify Saturday delivery for her zip code, place the order, and assure her it will arrive Saturday
Correct Answer
C. Verify Saturday delivery for her zip code, place the order, and assure her it will arrive SaturdayExplanation
It is important to verify if Saturday delivery is available for the customer's zip code before placing the order. By doing so, we can ensure that the customer's package will be delivered on time and meet their expectations. Simply apologizing and stating that it is impossible does not provide a solution to the customer's request. Assuring the customer that the order will arrive on Saturday without verifying the delivery options may lead to disappointment if Saturday delivery is not available for their location.Rate this question:
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