Customer Claims Management Questions And Answers

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| By Theomkarsingh
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Theomkarsingh
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Customer Claims Management Questions And Answers - Quiz

It is normal for businesses to have customer claims. These may be positive or negative claims. How well do you manage customer claims in your organization? How good are you as a claims customer agent? Find out below!


Questions and Answers
  • 1. 

    Rajesh wants to exchange his Jeans to 34 from 36 & the product is out of stock?

    • A.

      Suggest Rajesh to keep the product as we don't have the size avaliable

    • B.

      Suggest Rajesh to wait till the product is back in stock

    • C.

      Rajesh can go for return and also Notify me option as he can place a fresh order when the product is back in stock

    • D.

      None of the given options

    Correct Answer
    D. None of the given options
  • 2. 

    John has placed an order for Saree on 5th Dec 2014 which is getting supplied through our Vendor & it is still on "Packed" status even on 6th Dec 2014. What is the process to be followed if customer call us regarding the order?

    • A.

      Inform customer to wait for 24-48 hrs for the order status to move to Shipped & incase if the status remains unchanged even post that request to call us & we shall initiate task WIP/Packed more than 24 hrs & provide TAT

    • B.

      Advise customer to keep tracking order on My Myntra as we do not have the specific timelines when the product will get disptached from Vendor

    • C.

      Raise task WH & Logistics - WIP/Packed more than 24 hrs & provide TAT

    • D.

      Inform customer that product is getting shipped through our vendor & it is taking more time than expected & inform that he will get the order delivered on or before the promise date

    Correct Answer
    A. Inform customer to wait for 24-48 hrs for the order status to move to Shipped & incase if the status remains unchanged even post that request to call us & we shall initiate task WIP/Packed more than 24 hrs & provide TAT
    Explanation
    If a customer calls regarding their order, they should be informed to wait for 24-48 hours for the order status to change to "Shipped". If the status remains unchanged even after that time, the customer should be instructed to call again and the company will initiate a task to investigate why the order has been in the "Packed" status for more than 24 hours. The company will then provide the customer with the estimated time of arrival for their order.

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  • 3. 

    For Converse shoes, the size mentioned on the bottom of the shoe is:

    • A.

      Indian Size

    • B.

      Euro Size

    • C.

      UK Size

    • D.

      US Size

    Correct Answer
    D. US Size
    Explanation
    The size mentioned on the bottom of Converse shoes is the US size. This means that the size indicated corresponds to the sizing system used in the United States.

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  • 4. 

    Only for highly critical tech issues on Myntra.com website, like site down, key pages (Home, Men, Women), Listing pages, Cart, PDP, Address widget, etc. not loading you will send your feedback and inputs to :

    Correct Answer
    B. [email protected]
    Explanation
    The correct answer is [email protected]. This email address is the most appropriate for sending feedback and inputs regarding highly critical tech issues on the Myntra.com website. It is likely that the TechOps team is responsible for addressing and resolving these types of issues.

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  • 5. 

    Customer claims that, the body lotion she had received was empty. What is the process you follow?

    • A.

      Just queue the return

    • B.

      Advise the customer to share the images through Contact us form from any E-mail ID of his.

    • C.

      Advise the customer to share the email ( Issue description along with the image of the product through Contact us form (Customer has to send the E-mail from the same E-mail ID from which he had placed an order).

    • D.

      Queue the return after confirming the policy

    Correct Answer
    B. Advise the customer to share the images through Contact us form from any E-mail ID of his.
    Explanation
    The correct answer is to advise the customer to share the images through the Contact us form from any E-mail ID of theirs. This is the appropriate process to follow because it allows the customer to provide evidence of the issue by sharing images of the empty body lotion. This helps in verifying the customer's claim and resolving the issue effectively.

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  • 6. 

    "I am sorry I knocked your coffee over and it has spilled on your lap, let me pay for your dry cleaning bill."€ is an

    • A.

      Empathy statement

    • B.

      Sympathy statement

    • C.

      Apology Statement

    • D.

      None of the given options

    Correct Answer
    C. Apology Statement
    Explanation
    The given statement "I am sorry I knocked your coffee over and it has spilled on your lap, let me pay for your dry cleaning bill" is an apology statement. It acknowledges the mistake of knocking over the coffee and takes responsibility for the consequences by offering to pay for the dry cleaning bill. This shows remorse and a desire to make amends for the accident.

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  • 7. 

    Customer calls in stating, he had requested for the amount to be transferred back to his account. The total amount was Rs. 2600. Customer claims he had received only Rs. 2300. You check Prism and the information given by the customer was right (balance of Rs. 300 was in his Myntra.com account). What is the process you will follow to ensure this is addressed?

    • A.

      Please change the status of the already raised task on that incident from "Resolved / Closed" to “Opened” - Assign that task back to "Finance" team - Mention the difference amount in task notes as well as in the amount field - Communicate standard TAT of 3 business days.

    • B.

      Please change the status of the already raised task on that incident from "Resolved / Closed" to “Opened” - Assign that task back to "Finance" team - Mention the difference amount in task notes as well as in the amount field - Communicate standard TAT of 2 business days.

    • C.

      Please change the status of the already raised task on that incident from "Resolved / Closed" to “Re-opened” - Assign that task back to "Finance" team - Mention the difference amount in task notes as well as in the amount field - Communicate standard TAT of 2 business days.

    • D.

      Please change the status of the already raised task on that incident from "Resolved / Closed" to “Re-opened” - Assign that task back to "Finance" team - Mention the difference amount in task notes as well as in the amount field - Communicate standard TAT of 3 business days.

    Correct Answer
    D. Please change the status of the already raised task on that incident from "Resolved / Closed" to “Re-opened” - Assign that task back to "Finance" team - Mention the difference amount in task notes as well as in the amount field - Communicate standard TAT of 3 business days.
    Explanation
    In order to address the customer's claim of not receiving the full amount, the correct process to follow is to change the status of the already raised task on that incident from "Resolved / Closed" to "Re-opened". The task should be assigned back to the "Finance" team, and the difference amount should be mentioned in the task notes as well as in the amount field. Additionally, the standard Turnaround Time (TAT) of 3 business days should be communicated to the customer.

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  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Dec 23, 2014
    Quiz Created by
    Theomkarsingh

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