Customer Privacy Protection Policies And Quality Procedures! Trivia Quiz

15 Questions

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Customer Privacy Protection Policies And Quality Procedures! Trivia Quiz

Customer privacy protection policies and quality procedures are an important part in any business and the quiz below is designed to see how you as an employer understand them. Do take up this quiz and get to see if you have a good understanding of your verification sheet and the different scenarios you may encounter at your place of work. All the best!


Questions and Answers
  • 1. 
    Customer’s name in the chat is “Jane Smith” but in Brian’s Pants is “Jane Johnson” because she got married. Based on your verification sheet, what is the correct answer?
    • A. 

      Ask customer to call us in

    • B. 

      Ask the customer to verify the correct name on the account

    • C. 

      Tell customer you can only give her general information

  • 2. 
    Customer’s name in the chat is “Beth Douglas” but in Brian’s Pants is “Elizabeth Douglas”. Given that it’s a nickname of her name, based on your verification sheet, what do you do next?
    • A. 

      Ask the customer to verify the correct name on the account

    • B. 

      Tell customer you can only give her general information

    • C. 

      Ask customer to call us in

  • 3. 
    Customer’s name in the chat is “T.K.” but in Brian’s Pants is “Tania Keith”. Based on your verification sheet, what do you do next? 
    • A. 

      Assist the customer normally since they’re the initials of her name

    • B. 

      Tell the customer we cannot help her and she needs to change the name

    • C. 

      Tell customer you can only give her general information

  • 4. 
    Customer’s e-mail in the chat is “[email protected]” but in Brian’s Pants is “[email protected]”. Based on your verification sheet, what do you do next? 
    • A. 

      Assist the customer normally

    • B. 

      Tell customer you can only give them general information

    • C. 

      Tell the customer we cannot help her and she needs to change the email

  • 5. 
    Customer’s name matches in the chat and in Brian’s Pants. Based on your verification sheet, what do you do next? 
    • A. 

      Assist the customer normally

    • B. 

      Tell customer you can only give them general information

    • C. 

      Tell customer to chat in later

  • 6. 
    If a customer chats in because they received their order (RUSH) 3 days late, based on your accommodations sheet, what do you do? 
    • A. 

      Customer needs to contact shipping carrier for refund

    • B. 

      Give full refund of the whole order

    • C. 

      Give full refund for shipping and 10% OFF

  • 7. 
    If a customer chats in because they have not received their order and it’s lost, based on your accommodations sheet, what do you do? 
    • A. 

      Add CS Credits for customer to place a new order

    • B. 

      Transfer to Tier 2

    • C. 

      Place a reorder with Rush delivery

  • 8. 
    A customer chats in because she needs her package ASAP and it seems that the package it’s lost (the package shows it’s in transit), based on your accommodations sheet, what do you do to upgrade the shipping?
    • A. 

      Notate the account in BP and tell her to chat in within a couple of days if she hasn’t received it

    • B. 

      Transfer to Tier 2 for unpaid shipping upgrade requests

    • C. 

      Place a reorder with Rush delivery

  • 9. 
    Customer chats in because he received a coupon code from Zulily (marketing partner) and he didn't realize it had an expiration date, based on your accommodations sheet, what do you do?
    • A. 

      Apologize and let him know that these promotions cannot be extended

    • B. 

      Apologize and tell customer to go to Zulily to get a replacement

    • C. 

      Add CS Credits to replace promotion

  • 10. 
    If a customer placed an order with a free delivery credit, and there’s a delay in the order, do we give a refund for delivery?
    • A. 

      Yes, we give CS Credits for next orders

    • B. 

      No. Customer already got the delivery for free. Refund 10% OFF order

    • C. 

      We refund the whole order

  • 11. 
    If a customer chats in because they are having issues saving their projects, what do you do?
    • A. 

      Get the customer to try another browser

    • B. 

      Delete cookies and clear cache

    • C. 

      Make sure their browser is updated with the latest Adobe Flash Player and Java

    • D. 

      All of the above

  • 12. 
    You need to apply a delivery credit for a customer who is in Ontario, Canada, which one would you add?
    • A. 

      Free Canadian delivery

    • B. 

      Free Economy delivery

    • C. 

      Free International delivery

  • 13. 
    Customer has tried multiple times to enter their credit card information on file and is requesting for you to enter it in the account, what do you do?
    • A. 

      Transfer to Tier 2

    • B. 

      Ask the customer to please call us in

    • C. 

      Take the credit card information

  • 14. 
    If you or the customer is experiencing a site or technical issue, what do you do?
    • A. 

      Ignore it

    • B. 

      Share it with the person next to you

    • C. 

      Report it to your SME or supervisor

  • 15. 
    If a customer chats in because they received the package all bent and damaged, what do you do?
    • A. 

      Add CS Credits for customer to buy the product again

    • B. 

      Place a reorder with free rush delivery

    • C. 

      Give customer a full refund and add CS Credits