Weekly Recap Quiz #13 (May 28th)

10 Questions | Total Attempts: 40

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Weekly Recap Quiz #13 (May 28th)

Questions and Answers
  • 1. 
    If you promised a call back, it is imperative that you call the customer back.
    • A. 

      True

    • B. 

      False

  • 2. 
    You will need to enter a disposition code once the call is complete.
    • A. 

      True

    • B. 

      False

  • 3. 
    If a customer wants to receive a return label through their mail, we will process standard Returns (initiating RAN) BUT you will change the customer’s email address to Belinda’s ________.
  • 4. 
    If the disposition code is not entered during the wrap up time, you will have the opportunity to choose one for that call.
    • A. 

      True

    • B. 

      False

  • 5. 
    When is the time you need to ask the condition of the box?
    • A. 

      If an item is missing

    • B. 

      If an item inside was damaged

    • C. 

      If wrong item received

    • D. 

      If an item is missing a piece

  • 6. 
    You need to assure the customer that when they call back any CSR will be able to assist them.
    • A. 

      True

    • B. 

      False

  • 7. 
    Why not ask the customer to call back? Mark all that apply.
    • A. 

      You can’t be sure you won’t be assisting others customer when they call back you can’t be sure you won’t be assisting others customer when they call back you can’t be sure you won’t be assisting others customer when they call back You can't be sure you won't be assisting others customer when they call back.

    • B. 

      You can't be sure you will even be here when they call back.

    • C. 

      It is difficult and frustrating for your co-workers who are now

  • 8. 
    You need to include on your notes the address where the customer wants to receive the return label.
    • A. 

      True

    • B. 

      False

  • 9. 
    If the customer had multiple questions or issues, you need to choose the major disposition for the call.
    • A. 

      True

    • B. 

      False

  • 10. 
    What is the commonly used letter in the alphabet?
    • A. 

      Letter A

    • B. 

      Letter I

    • C. 

      Letter E

    • D. 

      Letter O

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