Quiz On Valentine's Day Module 6-8

20 Questions | Total Attempts: 196

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Quiz On Valentine

This quiz should be taken after Modules 6-8 have been completed. A passing score is 70% or higher. You have two attempts to take this quiz. You can use notes and your handbook during this quiz.


Questions and Answers
  • 1. 
    Our delivery charges vary based upon a few different factors. What factors do we take into consideration when calculating the delivery charges an order?
    • A. 

      Time, Date, and Accessories

    • B. 

      Time, Carrier, and Gift Price

    • C. 

      Date, Carrier, and Location

    • D. 

      Time, Date, Weight, Location, and Price

    • E. 

      Weight, Location, and Time

  • 2. 
    A customer is calling because they believe they have been over-charged for their order. They believe they were charged full price for the vase. Based on our philosophy what is the best way to handle this?
    • A. 

      Apologize for the confusion and fill out a call back form

    • B. 

      Apologize for the confusion and explain the charges in detail on their order

    • C. 

      Refund the cost of the vase, no questions asked

    • D. 

      Replace the entire order

    • E. 

      Tell the customer they are wrong and the charge is correct

  • 3. 
    The Order ID Number is the same as the Tracking Number.
    • A. 

      True

    • B. 

      False

  • 4. 
    When do we charge (money is withdrawn) the customer's credit card?
    • A. 

      When the order is shipped

    • B. 

      When the "confirm" button is pushed after placing the order

    • C. 

      The end of the day that the order was placed

    • D. 

      When the order is received by recipient

  • 5. 
    Mr. Smith ordered a dozen red roses for his wife. When they arrived the flowers were dead. You apologize, confirm his identity and look at the order. What would you offer first?
    • A. 

      Offer a replacement bouquet right away or offer a store coupon instead, to be used for a future order

    • B. 

      Offer $6 refund for each dead flower

    • C. 

      Tell Mr. Smith to put them in water and they will be fine

    • D. 

      Offer a full refund

  • 6. 
    Upon verifying the caller and reviewing the order, you notice that the status is in "Processing Error." The notes say to obtain a new credit - what should you do next?
    • A. 

      Modify the order, input the new credit card and re-confirm the order

    • B. 

      Complete a customer call back form with the new credit card information

    • C. 

      Just write the new credit card number in the notes of the account and someone else will take care of processing the order

    • D. 

      None of the above

  • 7. 
    If a gift message is missing from the order and you have verified that you are speaking with the recipient, you should offer to read the card message.
    • A. 

      True

    • B. 

      False

  • 8. 
    Nancy Jones called because her flowers were left outside and were frozen. She is upset. What should you do as a first step after apologizing, confirming her identity and looking up her order?
    • A. 

      Offer full refund

    • B. 

      Offer to replace the bouquet right away or offer a store coupon instead to be used at a later date

    • C. 

      Offer to refund the full item and replace the bouquet

    • D. 

      Tell the customer it was FedEx's fault and advise her to call them directly

    • E. 

      Offer to refund shipping

  • 9. 
    Jackie Martin called you. She is looking at her bank statement and notices a $54.00 charge on her card from us. She demands to know information regarding it/the order because she has never purchased with us before. Can you provide any information?
    • A. 

      No, she should contact her credit card company if she believes it is fraud. But ask if anyone else has a card on the account that may have purchased from our company.

    • B. 

      Yes, it is her credit card

  • 10. 
    A customer called because her flower vase was broken and glass was scattered in the box. What should you tell her?
    • A. 

      Ask her to discard the box, and offer to replace the entire gift right away or offer a store coupon instead to be used at a later date

    • B. 

      Ask her to discard the box, and offer to give her a full refund

    • C. 

      Ask her to discard the broken vase, and offer to replace the vase

    • D. 

      Ask her to discard the broken vase, and ask her what she would like to do

  • 11. 
    A customer places an order, and then calls back within 15 minutes to change the recipient's address. She just realized that her recipient will not be at the address she entered on the order. However, it's now too late to modify the order because we've reached peak volume and orders are in to a non-modifiable status for the holiday. What can you do to resolve this issue for the customer?
    • A. 

      Apologize and place another order for the customer and let them know that unfortunately, they will be charged for a new order.

    • B. 

      Apologize and cancel the order

    • C. 

      Apologize, and inform the customer that since the order cannot be modified, there isn't anything you can do.

    • D. 

      Apologize for the inconvenience and offer to send a replacement order (free of charge) to the correct address. Be sure to let the customer know the original order will still be delivered to the original address.

  • 12. 
    An order scheduled for morning delivery was delayed, and not delivered until 5PM. The flowers are fine but the customer is angry because they expected it before noon. You should immediately offer a full shipping refund and send a replacement.
    • A. 

      True

    • B. 

      False

  • 13. 
    The best way to identify that you are speaking with the sender is by verifying which of the following? Select all that apply.
    • A. 

      First and last name

    • B. 

      Complete billing address

    • C. 

      One past recipient

    • D. 

      Card message

  • 14. 
    The best way to confirm that you are speaking with the recipient is to verify which of the following information? Select all that apply.
    • A. 

      First and last name

    • B. 

      The address where the gift was received

    • C. 

      Name of one past recipient

    • D. 

      Card message

  • 15. 
    A customer calls because they haven't received their order, and when you locate the order you notice the status says "Editing". The customer still wants the item. What steps should you take next?
    • A. 

      Read the back office notes to see if there are any additional instructions, review the order and confirm that the details are still accurate. Then, you must modify and re-confirm the order to send the order back through the system to process.

    • B. 

      Complete a callback form

    • C. 

      Call a floorwalker or support

    • D. 

      Offer to replace the order and refund the original shipping costs

  • 16. 
    What is the best way to explain the care and handling charge?
    • A. 

      Explain that each item is individually packed for freshness and checked for quality, and we also separate our care and handling fee from our shipping charge because some states tax the shipping costs and we prefer our customer not have to pay that extra tax

    • B. 

      Care and handling is a fuel surcharge that we charge our customers

    • C. 

      Care and handling is just part of business

    • D. 

      We don't charge a care and handling fee

  • 17. 
    When entering notes into an account what are some key pieces of information you must always include?
    • A. 

      Summary of issue or concern

    • B. 

      Your actions or description of any offer you made to resolve the issue

    • C. 

      Who called (sender or recipient)

    • D. 

      All of the above

  • 18. 
    Once you have verified the caller as the recipient, what information from the order can you release?
    • A. 

      You may release the sender's name only

    • B. 

      You may release all of the sender's information

    • C. 

      Only the gift message

    • D. 

      None of the above

  • 19. 
    As a customer service agent your mission is to provide a WOW experience and make the gift giver look like a hero in the eyes of their recipient.
    • A. 

      True

    • B. 

      False

  • 20. 
    If the recipient guesses the name of an anonymous sender, then it is fine to confirm that they guessed correctly.
    • A. 

      True

    • B. 

      False

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