Service After The Sale-pumpkins
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In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
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True
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False
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About This Quiz
Please answer the questions on "Service After the Sale".
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- 2.
What tab located under Customer Care are you able to toggle between BC and CE to create orders?
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Order Review
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Blood Hound
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Order Search
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Customer Orders
Correct Answer
A. Customer OrdersExplanation
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 Business-to-Consumer (BC) and Consumer-to-Consumer (CE) modes in order to create orders for different types of customers.Rate this question:
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- 3.
Saturday Delivery is available anywhere in the United States.
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True
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False
Correct Answer
A. FalseExplanation
Saturday Delivery is not available everywhere in the United States. Some areas may not offer this service or may have limited availability. Therefore, the statement that Saturday Delivery is available anywhere in the United States is incorrect.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.
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True
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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, any issues or requests discussed, and any actions taken. These notes can be useful for future reference and for providing a comprehensive history of the customer's account.Rate this question:
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- 5.
"RAN" stands for?
Correct Answer
Return Authorization NumberExplanation
"RAN" stands for "Return Authorization Number." This is a unique identifier given to a customer who wants to return a product or request a refund. The RAN helps the company track and process the return efficiently.Rate this question:
- 6.
How much does a customer get deducted for the use of a Flex Label?
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$14
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$10
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$7
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$12
Correct Answer
A. $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.
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True
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False
Correct Answer
A. FalseExplanation
The statement is false because a 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.
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Credit
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Replacement Order
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Check with the post office
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Parts and Pieces Request
Correct Answer(s)
A. Credit
A. Replacement Order
A. Parts and Pieces RequestExplanation
If a customer is missing items, there are three possible resolutions. The first option is to provide the customer with a credit, which can be used towards future purchases. The second option is to process a replacement order, where the missing items will be sent to the customer again. Lastly, the customer service team can check with the post office to investigate if the missing items were lost during the shipping process. Another resolution mentioned, "Parts and Pieces Request," is not applicable in this context.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
When a customer calls in stating they received a damaged item, the first thing we should do is apologize. Apologizing shows empathy towards the customer's situation and acknowledges their disappointment or inconvenience. It helps to build trust and reassures the customer that their concerns are being taken seriously. Apologizing also sets the tone for a positive customer service experience by demonstrating a willingness to address the issue and find a resolution.Rate this question:
- 10.
How many business days should the customer hold on to the package if there is Carrier Damage?
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5 Days
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7 Days
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10 Days
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They should send it back right away
Correct Answer
A. 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 sufficient time to contact the carrier and file a claim if necessary. Holding on to the package for a longer period ensures that all necessary documentation and evidence can be gathered before taking any further action.Rate this question:
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- 11.
It is okay to exchange an item.
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True
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False
Correct Answer
A. TrueExplanation
This statement suggests that it is acceptable to exchange an item, indicating that there is nothing wrong or prohibited in doing so.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?
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Discounts
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Credits
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Case Notes
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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 would have been applied as a discount on the order, and checking the Discounts tab will allow us to verify if the coupon was indeed applied or not. If the coupon is found in the Discounts tab, it can be used as evidence to provide the customer with the credit they are requesting.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.
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True
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False
Correct Answer
A. 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 is not always the case as credit requests may need to go through a verification process or be reviewed by a supervisor before being approved and processed. Therefore, the customer's card may not be credited immediately after the request is submitted.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.
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Return Search
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Customer Orders
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Order Search
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Saturday Delivery
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Advance Item Lookup
Correct Answer(s)
A. Customer Orders
A. Order SearchExplanation
The Quick Launch buttons "Customer Orders" and "Order Search" can be used as alternatives to the Customer Care tab. These buttons provide access to customer orders and allow for searching specific orders, which are likely tasks that would be performed in the Customer Care tab. The other Quick Launch buttons listed do not directly relate to customer care or provide alternative options for accessing customer order information.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.
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True
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False
Correct Answer
A. FalseExplanation
If you have requested a trace investigation on the order, it means that there is a problem or issue with the order and it needs to be investigated. In this case, it would not be appropriate to credit the customer right away because the investigation needs to be completed first to determine the cause of the problem and who is responsible for it. Crediting the customer without completing the investigation could result in unnecessary financial loss for the business. 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.
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True
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False
Correct Answer
A. TrueExplanation
To request a credit for an omitted coupon, you need to add the coupon code into your case note. This means that the statement is true.Rate this question:
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- 17.
What is the maxium amount I can credit the customer?
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10%
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20%
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50%
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100%
Correct Answer
A. 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.Rate this question:
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Quiz Review Timeline (Updated): Mar 16, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 16, 2023Quiz Edited by
ProProfs Editorial Team -
Jul 20, 2011Quiz Created by
Anina
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