Weekly Recap Quiz #106 (Week Of July 6)

10 Questions | Total Attempts: 60

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Weekly Recap Quiz #106 (Week Of July 6)


Questions and Answers
  • 1. 
    The automated emails have been fixed, and customers should be receiving all of them.
    • A. 

      True

    • B. 

      False

  • 2. 
    If you find a discrepancy between an item on Amazon and Opus, you should be sure your email to Karina includes what? (complete sentence not required)
  • 3. 
    The Item-Advanced Look-up Report now has both SKU and Prod ID.
    • A. 

      True

    • B. 

      False

  • 4. 
    When dealing with a customer who is dissatisfied with our polices, which is the best way to reach a resolution with them?
    • A. 

      No matter what, always stand your ground.

    • B. 

      Ignore the customer's unreasonable requests. They should know better.

    • C. 

      Be confident as you present possible resolutions to them.

    • D. 

      Cold transfer them to Help Line.

  • 5. 
    You can always keep restating our policies or procedures to a customer. They will eventually understand and give in.
    • A. 

      True

    • B. 

      False

  • 6. 
    Customers appreciate when you share negative information about our company. They understand that you are just trying to be honest.
    • A. 

      True

    • B. 

      False

  • 7. 
    We make a change to a policy. Your customer is unhappy with the change. It is fine to tell her that you have talked to several customers today that are also unhappy.
    • A. 

      True

    • B. 

      False

  • 8. 
    You confidently present a resolution to your customer. They continue to request something outside of our normal policies and procedures. At this point, it is fine to ask Help Line or a supervisor for advice.
    • A. 

      True

    • B. 

      False

  • 9. 
    Access to Cybersource ended on July 1.
    • A. 

      True

    • B. 

      False

  • 10. 
    You can still issue a manual credit if a customer is returning something past 60 days.
    • A. 

      True

    • B. 

      False

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