Service After The Sale-pumpkins

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Quizzes Created: 51 | Total Attempts: 22,206
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Customer Service Quizzes & Trivia

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 the Opus department, the "Customer Care" and "Internet" tabs are the most frequently used. This implies that the department heavily relies on these tabs for their work. 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 Business-to-Consumer (BC) and Consumer-to-Consumer (CE) modes in order to create orders for different 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. 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.

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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 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.

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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 who wants to return a product or request a refund. The RAN helps the company track and process the return efficiently.

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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
    Explanation
    The statement is false because a Flex Label is not available in Canada.

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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 Request
    Explanation
    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.

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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
    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.

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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 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.

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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 to exchange an item, indicating that there is nothing wrong or prohibited in doing so.

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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 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.

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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 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.

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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 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.

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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 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.

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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, you need to add the coupon code into your case note. This means that 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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