Trec Module 7 Being A Hero Quiz

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  • 1/19 Questions

    "RAN" stands for:

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About This Quiz

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

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  • 2. 

    How much does a customer get deducted for the use of a Flex Label?

    • $5

    • $7

    • $10

    • $12

    Correct Answer
    A. $7
    Explanation
    A customer gets deducted $7 for the use of a Flex Label.

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  • 3. 

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

    • Do a replacement order

    • Request a credit

    • Apologize

    • Request a damaged in transit notification

    Correct Answer
    A. Apologize
    Explanation
    If a customer calls in stating they received a damaged item, the first thing we should do is apologize. This shows empathy towards the customer's situation and acknowledges their dissatisfaction. Apologizing also helps to establish a positive rapport with the customer and can help to diffuse any potential frustration or anger they may have. By apologizing, we are demonstrating that we value the customer's experience and are committed to resolving the issue in a satisfactory manner.

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  • 4. 

    You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When requesting a credit for an omitted coupon, it is necessary to enter the exact coupon code into your note. This implies that any variation or mistake in entering the coupon code may result in the credit request being denied or not processed. Therefore, it is important to accurately input the coupon code to ensure that the credit request is successful.

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  • 5. 

    How many business days should the customer hold on to the package if there is carrier damage?

    • 5 Days

    • 7 Days

    • 10 Days

    • They should send it back right away

    Correct Answer
    A. 10 Days
    Explanation
    If there is carrier damage to the package, the customer should hold on to it for 10 days. This is likely because the carrier may need time to assess the damage and investigate the situation. Holding on to the package for this period allows the carrier to determine the extent of the damage and take appropriate action. It also gives the customer enough time to report the issue and potentially file a claim if necessary.

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  • 6. 

    What is the maximum amount you can credit a customer?

    • 10%

    • 25%

    • 50%

    • 100%

    Correct Answer
    A. 50%
    Explanation
    The maximum amount that can be credited to a customer is 50%. This means that the customer can receive up to half of the total amount as a credit.

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  • 7. 

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

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers are allowed to do an exchange and add any items they want to the new order. This means that if a customer wants to exchange a product for a different one, they can do so and also include any additional items they would like to purchase in the new order.

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  • 8. 

    Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case. The credit request may need to go through a verification process or be reviewed by a supervisor before it can be processed. Additionally, there may be certain conditions or criteria that need to be met before the customer's card can be credited. Therefore, the statement is not entirely accurate.

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  • 9. 

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

    • 7 days

    • 10 days

    • 14 days

    • 21 days

    Correct Answer
    A. 14 days
    Explanation
    A customer has 14 days to initiate a return from the date the order reaches their doorstep. This means that they have two weeks to decide if they want to return the item. This time frame allows the customer enough time to inspect the product, ensure it meets their expectations, and make a decision on whether to keep it or return it for any reason.

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  • 10. 

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

    • Toolbox, Issue, Probe

    • Try, Initiate, Problem solve

    • Tell, Investigate, Pre-determine

    Correct Answer
    A. Toolbox, Issue, Probe
    Explanation
    The "T.I.P." in T.I.P Fix stands for Toolbox, Issue, Probe. This suggests that the T.I.P Fix method involves using a toolbox of tools or techniques to address and solve a specific issue or problem. The first step is to identify the issue or problem, then to use the toolbox to probe or investigate the root cause and potential solutions. This acronym helps to remember the key steps involved in the T.I.P Fix method.

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  • 11. 

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

    • Subtotal

    • Grand total

    • Subtotal plus taxes

    • Subtotal plus shipping

    Correct Answer
    A. Subtotal
    Explanation
    When you request a credit for an omitted coupon, it is based off of the order's subtotal. This means that the credit you receive will be calculated based on the total amount of the order before any taxes or shipping charges are applied. The subtotal is the amount of money spent on the items or services purchased, excluding any additional fees or charges. Therefore, when requesting a credit for an omitted coupon, the calculation will be based on the subtotal of the order.

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  • 12. 

    You can send a Flex label to a Canadian customer.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    You cannot send a Flex label to a Canadian customer. Flex labels are only available for customers within the United States, and cannot be used for international shipping. Therefore, the statement is false.

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  • 13. 

    You can credit the customer right away if you have requested a trace investigation on the order.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    If you have requested a trace investigation on the order, it does not necessarily mean that you can credit the customer right away. A trace investigation is a process to locate a missing or delayed order, and it may take some time to gather all the necessary information and resolve the issue. Once the investigation is complete and the order is confirmed as lost or delayed, then you can proceed with crediting the customer. Therefore, the statement is false.

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  • 14. 

    You can initiate a RAN for a ShopRunner customer.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A RAN (Return Authorization Number) is a unique number provided to customers who want to return a product they purchased. ShopRunner is a service that offers free 2-day shipping and returns on eligible items from participating retailers. Therefore, it is logical to assume that a RAN can be initiated for a ShopRunner customer, allowing them to return a product they purchased through the service.

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  • 15. 

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

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement implies that you can update an address on a complete order as long as it is not going UPS. However, this is not true. Generally, once an order is complete, the address cannot be changed as it has already been processed and shipped. Additionally, the shipping carrier (such as UPS) does not affect the ability to update the address on a completed order. Therefore, the correct answer is false.

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  • 16. 

    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?

    • Discounts

    • Credits

    • Case Notes

    • Related Work Items

    Correct Answer
    A. Discounts
    Explanation
    When a customer requests a credit for a forgotten coupon, the first tab to look at while checking the order is the "Discounts" tab. This is because the discount tab contains information about any applied discounts or coupons during the order process. By checking the discounts tab, we can verify if the customer had indeed applied a coupon and if it was mistakenly overlooked or not.

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  • 17. 

    The exchange coupon is stackable with another coupon code.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement implies that the exchange coupon can be used in conjunction with another coupon code. This means that customers can apply both the exchange coupon and another coupon code to their purchase, allowing them to maximize their savings. Therefore, the statement is true.

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  • 18. 

    What are the 3 possible resolutions if a customer is missing items?

    • Credit

    • Replacement Order

    • Check with the post office

    • Parts and Pieces

    Correct Answer(s)
    A. Credit
    A. Replacement Order
    A. Parts and Pieces
    Explanation
    The three possible resolutions if a customer is missing items are credit, replacement order, and parts and pieces. Credit refers to providing the customer with a refund or credit for the missing items. A replacement order involves sending the customer a new order to replace the missing items. Checking with the post office is another resolution, as it may be possible that the items were lost or misplaced during delivery. Parts and pieces suggest that the missing items may be sent separately or in multiple shipments.

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  • 19. 

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

    • An item is damaged due to manufacturer error

    • An incorrect item was sent

    • The customer does not like the product

    • The customer ordered the wrong size

    Correct Answer(s)
    A. An item is damaged due to manufacturer error
    A. An incorrect item was sent
    Explanation
    The instances in which a flex label fee would be waived are when an item is damaged due to manufacturer error and when an incorrect item was sent. In these situations, the responsibility lies with the company and it would not be fair to charge the customer for the return shipping label.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 20, 2012
    Quiz Created by
    Anina
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