Trec Module 7 Being A Hero Quiz

19 Questions

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Luck Quizzes & Trivia

Test your knowledge of Module 7: Being a Hero. Good luck!


Questions and Answers
  • 1. 
    You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.
    • A. 

      True

    • B. 

      False

  • 2. 
    What is the maximum amount you can credit a customer?
    • A. 

      10%

    • B. 

      25%

    • C. 

      50%

    • D. 

      100%

  • 3. 
    What does the "T.I.P." in T.I.P Fix stand for?
    • A. 

      Toolbox, Issue, Probe

    • B. 

      Try, Initiate, Problem solve

    • C. 

      Tell, Investigate, Pre-determine

  • 4. 
    You can initiate a RAN for a ShopRunner customer.
    • A. 

      True

    • B. 

      False

  • 5. 
    You can send a Flex label to a Canadian customer.
    • A. 

      True

    • B. 

      False

  • 6. 
    How much does a customer get deducted for the use of a Flex Label?
    • A. 

      $5

    • B. 

      $7

    • C. 

      $10

    • D. 

      $12

  • 7. 
    It is ok for a customer to do an exchange, and to add any items they would like to the new order.
    • A. 

      True

    • B. 

      False

  • 8. 
    What are the 3 possible resolutions if a customer is missing items?
    • A. 

      Credit

    • B. 

      Replacement Order

    • C. 

      Check with the post office

    • D. 

      Parts and Pieces

  • 9. 
    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

  • 10. 
    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

  • 11. 
    "RAN" stands for:
  • 12. 
    You can credit the customer right away if you have requested a trace investigation on the order.
    • A. 

      True

    • B. 

      False

  • 13. 
    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

  • 14. 
    What is the first thing we should do if a customer calls in stating they received a damaged item?
    • A. 

      Do a replacement order

    • B. 

      Request a credit

    • C. 

      Apologize

    • D. 

      Request a damaged in transit notification

  • 15. 
    In what instances would you waive a flex label fee? Check all that apply:
    • A. 

      An item is damaged due to manufacturer error

    • B. 

      An incorrect item was sent

    • C. 

      The customer does not like the product

    • D. 

      The customer ordered the wrong size

  • 16. 
    The exchange coupon is stackable with another coupon code.
    • A. 

      True

    • B. 

      False

  • 17. 
    From the date the order reaches their doorstep, a customer has how many days to initiate a return?
    • A. 

      7 days

    • B. 

      10 days

    • C. 

      14 days

    • D. 

      21 days

  • 18. 
    When you request a credit for an omitted coupon, it is based off of the order's:
    • A. 

      Subtotal

    • B. 

      Grand total

    • C. 

      Subtotal plus taxes

    • D. 

      Subtotal plus shipping

  • 19. 
    You can update an address on an order that is complete, and that is not going UPS.
    • A. 

      True

    • B. 

      False