Service After The Sale-candy Corn

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Please answer the questions on "Service After the Sale".


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. True
    Explanation
    The given statement suggests that in Opus, the "Customer Care" and "Internet" tabs are the most frequently used by a certain department. This implies that the department heavily relies on these tabs for its operations, indicating that the statement is true.

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  • 2. 

    What tab located under Customer Care are you able to toggle between BC and CE to create orders?

    • A.

      Order Review

    • B.

      Blood Hound

    • C.

      Order Search

    • D.

      Customer Orders

    Correct Answer
    D. Customer Orders
    Explanation
    The correct answer is "Customer Orders." This tab, located under Customer Care, allows you to toggle between BC (Business Customer) and CE (Consumer Customer) to create orders. It provides the functionality to manage and process orders for both types of customers.

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  • 3. 

    Saturday Delivery is available anywhere in the United States.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Saturday Delivery is not available everywhere in the United States. There are certain areas or regions where Saturday Delivery may not be offered or may have limited availability. Therefore, the statement that Saturday Delivery is available anywhere in the United States is incorrect.

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  • 4. 

    Anytime you touch an order or speak with a customer, it's always necessary to create notes on the account.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Creating notes on the account whenever you touch an order or speak with a customer is always necessary. This helps in keeping a record of the interaction and any important information related to the order or customer, which can be useful for future reference or for other team members who may need to access the account. It also helps in maintaining good customer service and ensuring effective communication within the organization.

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  • 5. 

    "RAN" stands for?

    Correct Answer
    Return Authorization Number
    Explanation
    "RAN" stands for Return Authorization Number. This is a unique identifier given to a customer when they request to return a product or item to a company. The RAN helps the company track and process the return, ensuring that it is handled efficiently and accurately. The RAN is typically provided to the customer along with instructions on how to return the item and any necessary documentation or labels.

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  • 6. 

    How much does a customer get deducted for the use of a Flex Label?

    • A.

      $14

    • B.

      $10

    • C.

      $7

    • D.

      $12

    Correct Answer
    C. $7
    Explanation
    A customer gets deducted $7 for the use of a Flex Label.

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  • 7. 

    You can also use a Flex Label in Canada.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
  • 8. 

    What are the 3 possible resolutions if a customer is missing items?  Check each box.

    • A.

      Credit

    • B.

      Replacement Order

    • C.

      Check with the post office

    • D.

      Parts and Pieces Request

    Correct Answer(s)
    A. Credit
    B. Replacement Order
    D. Parts and Pieces Request
    Explanation
    If a customer is missing items, there are three possible resolutions: credit, replacement order, and parts and pieces request. The customer can receive a credit for the missing items, where they will be refunded for the cost of those items. Alternatively, a replacement order can be placed to send the missing items to the customer. Lastly, the customer can make a parts and pieces request, which means they will receive the missing parts or pieces of the product rather than a whole replacement. Checking with the post office is not mentioned as one of the possible resolutions for missing items.

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  • 9. 

    What is the first thing we should do if a customer calls in stating they received a damaged item?

    Correct Answer(s)
    Apologize
    Explanation
    If a customer calls in stating they received a damaged item, the first thing we should do is apologize. Apologizing shows empathy and acknowledges the customer's frustration or disappointment. It also helps to establish a positive rapport with the customer and demonstrates that we value their feedback. Apologizing is a crucial first step in resolving the issue and finding a suitable solution for the customer.

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  • 10. 

    How many business days should the customer hold on to the package if there is Carrier Damage?

    • A.

      5 Days

    • B.

      7 Days

    • C.

      10 Days

    • D.

      They should send it back right away

    Correct Answer
    C. 10 Days
    Explanation
    The customer should hold on to the package for 10 days if there is carrier damage. This allows them enough time to assess the damage, file a claim with the carrier if necessary, and potentially receive instructions from the seller or carrier on how to proceed. Holding on to the package for this duration ensures that all necessary steps are taken to resolve the issue before making any decisions on returning the package.

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  • 11. 

    It is okay to exchange an item.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    This statement suggests that it is acceptable or permissible to exchange an item.

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  • 12. 

    If a customer is requesting a credit for a coupon they forgot to use, which tab do we look at first while checking the order?

    • A.

      Discounts

    • B.

      Credits

    • C.

      Case Notes

    • D.

      Related Work Items

    Correct Answer
    A. Discounts
    Explanation
    When a customer requests a credit for a coupon they forgot to use, the first tab to look at while checking the order is the "Discounts" tab. This is because the coupon would have been applied as a discount on the order, and checking the "Discounts" tab would help determine if the coupon was indeed applied and if it was removed or adjusted in any way.

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  • 13. 

    Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case as credit requests usually go through a verification and approval process before the customer's card is credited.

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  • 14. 

    Which  "Quick Launch" buttons can you use as an alternative to the Customer Care tab? Choose all that apply. 

    • A.

      Return Search

    • B.

      Customer Orders

    • C.

      Order Search

    • D.

      Saturday Delivery

    • E.

      Advance Item Lookup

    Correct Answer(s)
    B. Customer Orders
    C. Order Search
    Explanation
    You can use the "Customer Orders" and "Order Search" buttons as alternatives to the Customer Care tab. These buttons provide similar functionalities and allow you to access customer orders and search for specific orders. The other options, "Return Search," "Saturday Delivery," and "Advance Item Lookup," are not related to customer care and do not serve as alternatives to the Customer Care tab.

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  • 15. 

    You can credit the customer right away if you have requested a trace investigation on the order.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    If you have requested a trace investigation on the order, it means that there is an issue or problem with the order that needs to be resolved. In such cases, it is unlikely that you would credit the customer right away because the investigation is still ongoing and the issue has not been resolved yet. Therefore, the statement is false.

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  • 16. 

    You  need to add the coupon code into your case note when requesting a credit for an omitted coupon.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    When requesting a credit for an omitted coupon, it is necessary to add the coupon code into the case note. This suggests that the coupon code is an important piece of information that is required in order to process the credit request. Therefore, the statement "You need to add the coupon code into your case note when requesting a credit for an omitted coupon" is true.

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  • 17. 

    What is the maxium amount I can credit the customer?

    • A.

      10%

    • B.

      20%

    • C.

      50%

    • D.

      100%

    Correct Answer
    C. 50%
    Explanation
    The maximum amount that can be credited to the customer is 50%. This means that the customer can receive a credit of up to half of the original amount.

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 20, 2011
    Quiz Created by
    Anina
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