Service After The Sale-dracula
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. TrueExplanation
The statement suggests that in the Opus department, the "Customer Care" and "Internet" tabs are the most frequently used. Therefore, the correct answer is true.Rate this question:
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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 OrdersExplanation
In the Customer Care tab, there is an option called "Customer Orders" where you can toggle between BC (Business Customer) and CE (Consumer Customer) to create orders. This allows you to switch between different types of customers and create orders accordingly.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 "Saturday Delivery is available anywhere in the United States" is not true. Saturday delivery may not be available in all areas of the United States. Some regions or specific addresses may not have this service available. Therefore, the correct answer is False.Rate this question:
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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. TrueExplanation
Creating notes on the account is necessary whenever you touch an order or speak with a customer. This helps to keep a record of the interaction or any changes made to the order, ensuring that all relevant information is documented for future reference. This practice can also help in providing better customer service by allowing other team members to have access to the notes and stay informed about the customer's history or any specific requirements. Therefore, the statement "Anytime you touch an order or speak with a customer, it's always necessary to create notes on the account" is true.Rate this question:
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- 5.
"RAN" stands for?
Correct Answer
Return Authorization NumberExplanation
"RAN" stands for Return Authorization Number, which is a unique identifier assigned to a product or item that is being returned to a company or store. This number is used to track the return and ensure that it is processed correctly.Rate this question:
- 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. $7Explanation
A customer gets deducted $7 for the use of a Flex Label.Rate this question:
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- 7.
You can also use a Flex Label in Canada.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement "You can also use a Flex Label in Canada" is false. Flex Label is not available in Canada.Rate this question:
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- 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 RequestExplanation
If a customer is missing items, there are three possible resolutions that can be offered. The first is to provide a credit to the customer, which could be in the form of a refund or store credit. The second option is to arrange for a replacement order to be sent to the customer, ensuring that they receive the missing items. Lastly, checking with the post office can be done to investigate if the missing items were lost or misplaced during the shipping process. Another resolution option, not mentioned in the answer choices, could be to offer a refund or exchange for the missing items.Rate this question:
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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)
ApologizeExplanation
The first thing we should do if a customer calls in stating they received a damaged item is to apologize. Apologizing shows empathy and acknowledges the inconvenience caused to the customer. It helps to build trust and reassures the customer that their concerns are being taken seriously. By apologizing, we can also begin the process of resolving the issue and finding a suitable solution for the customer.Rate this question:
- 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 DaysExplanation
The customer should hold on to the package for 10 days if there is carrier damage. This allows them enough time to inspect the package and assess the extent of the damage. It also gives them ample time to contact the carrier and file a claim if necessary. Holding on to the package for 10 days ensures that all necessary steps can be taken to resolve the issue and seek compensation for the damage.Rate this question:
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- 11.
It is okay to exchange an item.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement suggests that it is acceptable or permissible to exchange an item.Rate this question:
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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. DiscountsExplanation
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 in question would have been applied as a discount on the order. By checking the "Discounts" tab, we can verify if the coupon was indeed applied and if not, take the necessary steps to issue the credit to the customer.Rate this question:
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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. FalseExplanation
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 may require further review or approval before the customer's card can be credited. Therefore, the statement is not accurate and the answer is false.Rate this question:
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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 SearchExplanation
The "Customer Orders" and "Order Search" buttons can be used as alternatives to the Customer Care tab. These buttons provide options for accessing information related to customer orders and searching for specific orders.Rate this question:
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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. FalseExplanation
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 the customer would be credited right away without any further investigation or resolution of the issue. Therefore, the statement is false.Rate this question:
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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. TrueExplanation
To request a credit for an omitted coupon, it is necessary to add the coupon code into the case note. This implies that without adding the coupon code, the credit request may not be processed or honored. Therefore, the statement "True" is the correct answer as it accurately reflects the requirement mentioned in the explanation.Rate this question:
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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% because it is the highest percentage given as an option. This means that the customer can receive up to half of the total amount in credit.Rate this question:
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Current Version
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Mar 19, 2023Quiz Edited by
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Jul 20, 2011Quiz Created by
Anina
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