Service After The Sale-frankenstein

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| By Anina

Anina

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Quizzes Created: 54 | Total Attempts: 22,450

Questions: 17 | Attempts: 76 | Updated: Mar 21, 2023

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Service After The Sale-frankenstein - Quiz

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 statement suggests that in the Opus department, the "Customer Care" and "Internet" tabs are the most frequently used. Therefore, the correct answer 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 tab located under Customer Care that allows you to toggle between BC and CE to create orders is Customer Orders. This tab provides the option to switch between BC (Business Customer) and CE (Consumer Customer) modes, allowing you to create 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. It may be available in some areas or for certain services, but it is not universally available across the entire country. Therefore, the statement "Saturday Delivery is available anywhere in the United States" is false.

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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 is necessary because it helps in keeping track of any interactions or actions taken related to the order or customer. These notes serve as a record of important information, such as customer preferences, issues or concerns raised, and any actions taken to resolve them. By creating notes, it ensures that everyone involved in handling the order or interacting with the customer is aware of the history and can provide consistent and informed support.

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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 that is assigned to a return request or a product being returned. It helps in tracking and managing the return process, ensuring that the return is authorized and processed correctly. The Return Authorization Number is usually provided by the seller or the customer service department, and it is required to be included in the return package or mentioned during the return process.

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4
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. The first resolution is to provide the customer with a credit, which can be used towards future purchases. The second resolution is to send a replacement order to the customer, ensuring that they receive the missing items. The third resolution is to check with the post office to see if there was any issue with the delivery. Additionally, the customer can also make a parts and pieces request if they only need specific components of the 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 helps to build trust and reassures the customer that their concern is being taken seriously. By apologizing, we can also demonstrate our commitment to providing excellent customer service and our willingness to resolve the issue promptly.

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4
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
If there is carrier damage to the package, the customer should hold on to the package for 10 days. This allows them enough time to assess the damage, report it to the carrier, and initiate any necessary claims or return processes. Holding on to the package for 10 days ensures that the customer has enough time to handle the situation appropriately and ensures that they are not rushing into any decisions.

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11.

It is okay to exchange an item.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The statement suggests that it is acceptable or permissible to exchange an item. This implies that there are no restrictions or consequences for exchanging an item, indicating that it is a valid and allowed action.

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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 we should 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 by checking the "Discounts" tab, we can verify if the coupon was indeed applied and if it was credited correctly.

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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 may require further verification or approval 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
The "Customer Orders" and "Order Search" buttons can be used as alternatives to the Customer Care tab. These buttons provide access to customer orders and allow users to search for specific orders.

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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 or investigated further. In such cases, it is unlikely that the customer will be credited right away because the investigation needs to be completed first to determine the cause of the issue and the appropriate resolution. Therefore, the statement that you can credit the customer right away if you have requested a trace investigation on the order 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
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, one cannot successfully request the credit. Therefore, the statement 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 total amount.

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Service After The Sale-frankenstein

In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.

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

Saturday Delivery is available anywhere in the United States.

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

"RAN" stands for?

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

You can also use a Flex Label in Canada.

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

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

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

It is okay to exchange an item.

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?

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

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

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

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

What is the maxium amount I can credit the customer?