Customer Service Basics Quiz: Trivia

10 Questions | Total Attempts: 76

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Customer Service Basics Quiz: Trivia

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Questions and Answers
  • 1. 
    After your phone call, you need to email [email protected] to update a product on the website. What do you do with your MaxAgent?
    • A. 

      Log into emails

    • B. 

      Go into not ready

    • C. 

      Log into personal

    • D. 

      Stay logged in as normal

  • 2. 
    If a customer calls and asks for a discount because they are a first-time customer, what is the best thing for you to do?
    • A. 

      Offer to place the order for them giving them a 5% discount, and sign them up for email offers.

    • B. 

      Apologize and let them know that we do not have coupon codes to give out.

    • C. 

      Direct them to coupon sites on Google i.e. coupon cabin

    • D. 

      Aplogize about not having a code to give out and sign them up for email coupons and offers

  • 3. 
    A customer gets their email confirmation for the one costume that they ordered and noticed that there were 18 packages of plates included on the order as well (they did remember seeing these very plates offered in an impulse buy, but they declined). They call to get the plates removed from their order, but unfortunately, the order is in PrintPicking status and the line items cannot be updated or deleted. What is the best thing for you to do?
    • A. 

      Apologize and explain there is nothing more you can do.

    • B. 

      Apologize and have the customer return the plates when they arrive.

    • C. 

      Apologize, offer to void the order and place a new order for just the 1 costume.

  • 4. 
    A customer gets their email confirmation and they see they that they did not order enough personalized invitations. They call to add an extra pack, but unfortunately, the order is in PrintPicking status and cannot be updated. What is the best thing for you to do?
    • A. 

      Apologize and explain there is nothing more you can do.

    • B. 

      Apologize, offer to void the order so that they are able to place a new one with the correct quantities.

    • C. 

      Apologize, offer to create a replacement order (manual not zero dollar) for just the 1 pack of personalized invitations.

    • D. 

      Apologize, offer to create a replacement order (manual not zero dollar) for just the 1 pack of personalized invitations and override the shipping cost.

  • 5. 
    A customer calls because they received a completely different order than their own worth $30. They received nothing from their own order, they want what they ordered, and there is plenty of time to send a replacement. What is the first thing we do for this customer?
    • A. 

      Apologize, send a replacement order to this customer and to the other customer who never received their order.

    • B. 

      Apologize, send a replacement order to the customer, and allow them to keep or donate the incorrect order.

    • C. 

      Apologize, give the customer a RAN number for the incorrect order and send a replacement for their order.

    • D. 

      Apologize, then send a replacement order to this customer along with a RAN (indicating incorrect item) and flex label to return the incorrect order.

  • 6. 
    A customer with a promised delivery date of 3/16 received their package early on 3/11. However, they are missing the foil balloons from their $200 order. They want a replacement sent right away because the party is on the Saturday 3/12, what should you do?
    • A. 

      Send the balloons for the party date we do not want to lose a customer over a foil balloon.

    • B. 

      Send out a replacement order for the original promise date.

    • C. 

      Just provide the customer with a credit, it's not cost effective to just replace one foil balloon.

  • 7. 
    You can update a line item while an order is in Order Screening status.
    • A. 

      True

    • B. 

      False

  • 8. 
    Who makes final delivery of the packages for the new shipping option to Australia?
    • A. 

      Brokers World Wide

    • B. 

      UPS (of course)

    • C. 

      MSI

    • D. 

      AU Post

  • 9. 
    A customer is returning 10 packages of dinner plates from an order they placed at the end of October 2010. What kind of restocking fee will they be charged by our Returns Dept?
    • A. 

      15%

    • B. 

      50%

    • C. 

      30%

    • D. 

      40%

  • 10. 
     A customer from Lawrenceville, Alabama is eligible for Saturday Delivery.
    • A. 

      True

    • B. 

      False

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