Trec Module 7 Being A Hero Quiz
19 Questions
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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
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