Valentine's Day 2015 Final

20 Questions | Total Attempts: 197

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Valentine

Complete this "exam" after completing self-paced Modules 1-9. A passing score is 80% or higher. You have two attempts to take this exam. You can use notes and your handbook during this exam.


Questions and Answers
  • 1. 
    Lisa Markman calls because someone from our call center left her a message about her order. What would you do?
    • A. 

      Look in customer notes to determine what the operations department or another agent may have left to determine next steps.

    • B. 

      Call Support

    • C. 

      Transfer to a supervisor

    • D. 

      Read your email for service issues that may have impacted this customer

  • 2. 
    Assume it's Friday, April 25th. Mark Chomik is calling to say the flowers he ordered for his wife just arrived and are damaged. They are frozen and don't look like they will recover. You offer to send a replacement and he agrees that would be fantastic. Based on this calendar, the first date you should offer to have the replacement flowers delivered?
    • A. 

      April 26

    • B. 

      April 28

    • C. 

      April 29

    • D. 

      April 30

  • 3. 
    Kathy Winter called and her flowers were not to her satisfaction. She reads you her confirmation number and you recognize the order number Florist Express order. What do you do?
    • A. 

      You will complete a Call Back Form and select Florist Express as the callback type

    • B. 

      Kathy must contact the florist directly

    • C. 

      You will warm transfer Kathy to Support

    • D. 

      You will be able to help her and either process a refund or replacement

  • 4. 
    Every call starts from the ERC.
    • A. 

      True

    • B. 

      False

  • 5. 
    What is the easiest and fastest way to look up an order?
    • A. 

      Order ID

    • B. 

      Customer Name

    • C. 

      Recipients Name

    • D. 

      Email Address

  • 6. 
    Russell Jones wants to send his daughter flowers for her birthday. She lives in a dorm on the university campus. Where will her package be delivered?
    • A. 

      The School Mailroom/Campus Post Office

    • B. 

      Her Dorm Room

    • C. 

      Her P.O. Box

    • D. 

      Campus Security

  • 7. 
    Mrs. Jackson is calling to find out if she can change the delivery address of the birthday box she is sending to her son. Based on the "Pending Shipment" status you see on the order,  what is the best response?
    • A. 

      Apologize for the inconvenience and explain to Mrs. Jackson that this order is already in processing and we can no longer make changes. Determine if the address change will cause the gift not to be delivered properly. If so, offer to send a replacement order to the new address.

    • B. 

      Apologize and explain we cannot process any changes

    • C. 

      Refund Mrs. Jackson's money

    • D. 

      Tell Mrs. Jackson we can delete the order and process a new one

  • 8. 
    Melissa Chaplin called very upset because the flowers she received from her sister did not last the full 7 days. After you apologize and explain is not typical of our service, what do you do?
    • A. 

      Offer to send a replacement bouquet right away or offer a store coupon instead to make up for the disappointment

    • B. 

      Refund the order in full

    • C. 

      Refund the order and send a complimentary box of chocolates to make up for the disappointment

    • D. 

      If the customer seems unreasonable, politely refuse to discuss the issue and cold transfer to support

  • 9. 
    Susan Porchnik contacts you because she has just received birthday berries from a "secret admirer". She is dying to know who sent her. According to the Privacy Policy, what information can you provide her?
    • A. 

      Once you have verified her name and address where the berries were delivered, you can only read the card message.

    • B. 

      Once you have verified her name and address where the berries were delivered, you can provide the name and email address of the sender.

    • C. 

      Once you have verified her name and address where the berries were delivered, you can provide all of the order information including the billing information.

    • D. 

      Once you have verified her name and address where the berries were delivered, you tell her that you will fill out a Call Back form and someone will call them back with the sender's information.

  • 10. 
    Roberta Ericson called because she just received flowers from her best friend. She is upset because her flowers arrived dead. What do you need to validate as part of our privacy policy before proceeding? Select ALL that apply.
    • A. 

      Her first and last name

    • B. 

      The address where she received flowers

    • C. 

      The card message

    • D. 

      The type of credit card used to place the order

  • 11. 
    How many days will it take for a refund to post to a customer's credit card account, once the card has been charged?
    • A. 

      5 - 7 business days

    • B. 

      10 days

    • C. 

      2 weeks

    • D. 

      3 - 5 business days

  • 12. 
    Irises will always arrive in full bloom.
    • A. 

      True

    • B. 

      False

  • 13. 
    Max O'Brien called and the flowers arrived with a broken vase. What should you offer to do first?
    • A. 

      Ask Max to throw away the entire order and offer to replace the entire order including the vase for delivery right away, or offer to send a store coupon for the order total instead.

    • B. 

      Complete a Replace Accessory and send a new vase

    • C. 

      Complete and submit an "Accessories to be Mailed" form

    • D. 

      Apologize and ask if the flowers are OK

  • 14. 
    Jaclyn Thompson calls in to change the delivery date on her order. You pull up her order and notice the status is Shipment Processing. What should you do?
    • A. 

      Let her know you can take care of that, inform her of the second authorization that she will incur, advise her of the earliest delivery date and then make the necessary modifications and reconfirm the order.

    • B. 

      Apologize and inform her that we are unable to modify her order. Ask the reason for her change, and listen to her response. Determine if anything further can be done to resolve the issue, esepcially if it seems like a good reason.

    • C. 

      Tell the customer we cannot modify orders at this time

    • D. 

      Offer a new order instead

  • 15. 
    What should you recap when reviewing the order on the review order page, just before you click on "Confirm Order"? Select ALL that apply.
    • A. 

      Order total

    • B. 

      Item(s)

    • C. 

      Delivery date

    • D. 

      Credit card number

    • E. 

      Gift message

  • 16. 
    Jennifer Hobbs would like to order flowers for her cousin who just had a baby. She wants to know where the flowers will be delivered if she them to the hospital. Where do ProFlowers packages get delivered?
    • A. 

      Directly to the Shipping and Receiving Department

    • B. 

      Directly to the Patient's Room

    • C. 

      Directly to the Nurses' Station

    • D. 

      Directly to Patient Services Department

  • 17. 
    What is the longest lasting flower we offer on our site?
    • A. 

      Alstroemerias (Peruvian Lilies)

    • B. 

      Tulips

    • C. 

      Gerbera Daisies

    • D. 

      Any of our Roses

  • 18. 
    What are the elements of a WOW Experience? Select ALL that apply
    • A. 

      Excellence

    • B. 

      Options

    • C. 

      Outlook

    • D. 

      Optimism

    • E. 

      Personal Connection

    • F. 

      X-Factor

  • 19. 
    Shipping charges are incurred for each item in the shopping cart.
    • A. 

      True

    • B. 

      False

  • 20. 
    When placing a ProFlowers order for a customer, what are some of the key points you should communicate in order to set expectations order. Select ALL that apply.
    • A. 

      Flowers will arrive in bud form.

    • B. 

      Flowers will be delivered in a specially designed gift box.

    • C. 

      Delivery will be made via FedEx or UPS.

    • D. 

      Flowers have a 7 day freshness guarantee.

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