Service After The Sale-witches
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 given 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
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 functionality to switch between BC (Business Customer) and CE (Consumer Customer) modes, allowing you to create orders for both types of customers.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
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 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 because it helps in keeping track of any interactions or actions taken regarding the order or customer. These notes serve as a record of the communication and can be referred to in the future for reference or to provide context to other team members. It also helps in maintaining a consistent and organized approach to customer service, ensuring that important details or instructions are not missed or forgotten.Rate this question:
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- 5.
"RAN" stands for?
Correct Answer
Return Authorization NumberExplanation
The acronym "RAN" stands for "Return Authorization Number." This number is typically assigned by a company or organization to track and authorize returns of products or services. It serves as a reference for both the customer and the company to ensure that the return process is properly documented and managed.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. 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 RequestExplanation
If a customer is missing items, there are three possible resolutions. The first resolution is to provide a credit to the customer, which can be used towards future purchases. The second resolution is to create a replacement order for the missing items, ensuring that the customer receives the items they originally ordered. The third resolution is to check with the post office, as sometimes packages can be lost or delayed during the shipping process. Additionally, a parts and pieces request can be made if only specific parts or pieces of an item are missing.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
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 rapport and trust with the customer, and demonstrates that we value their satisfaction. Apologizing also sets the tone for a positive interaction and opens the door for finding a solution to the issue.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
After receiving a package with carrier damage, the customer should hold on to the package for 10 days. This allows the customer to assess the extent of the damage and file a claim with the carrier if necessary. Holding on to the package for this duration also ensures that the customer has enough time to gather any required evidence or documentation to support their claim. It is important to wait for the specified period before taking any further action or returning the package.Rate this question:
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- 11.
It is okay to exchange an item.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that it is acceptable or permissible to exchange an item. This implies that if someone wants to exchange an item, it is considered to be acceptable behavior.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 would have been applied as a discount on the order, and checking the "Discounts" tab would provide information about the applied discounts and if the coupon was used or not.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 verification or approval before the customer's card is credited.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
You can use the "Customer Orders" and "Order Search" buttons as alternatives to the Customer Care tab. These buttons provide options for accessing customer orders and searching for specific orders, which are likely tasks that would be performed in the Customer Care tab. The other options, "Return Search," "Saturday Delivery," and "Advance Item Lookup," do not seem to be related to customer care or order management.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. The trace investigation is conducted to determine the status and location of the order, and to resolve any issues that may have occurred. Once the investigation is complete and the issue is resolved, then the customer may be credited if necessary. Therefore, the statement "You can credit the customer right away if you have requested a trace investigation on the order" 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 receive credit for an omitted coupon, it is necessary to include the coupon code in the case note. This suggests that the coupon code serves as a reference or proof of the coupon's existence and usage. By adding the code to the case note, the company can verify the omission and provide the appropriate credit to the customer. Therefore, the statement is true.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 correct answer is 50% because it represents the maximum amount that can be credited to the customer. This means that the customer can receive up to half of the total amount as a credit.Rate this question:
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