Cs Dept. Test 4: General Enquiries
This questionnaire consists of 20 multiple choice questions to measure your skills about General Enquiries ticekts.
Please complete the following questionnaire by choosing one answer from the options provided. For each correct answer you will get “1 point”. Total score will be calculated based on the number total correct answers out of the 20 questions. The maximum score for this test is 20 points. The total time for this test is 30 minutes.
- 1.
Scenario 1: You are checking"General Enquiries" tickets. In one ticket customer send a request about softwarewhich comed with CD. After you checked our system, you didn't find the software. There is no link. Your actions:
- A.
Put ticket to "Pending RMA Tech Check"
- B.
-Add comment in Excel file -Sort ticket to "Accessories Requests"
- C.
Put ticket to "Open RMA Case Handling"
Correct Answer
B. -Add comment in Excel file -Sort ticket to "Accessories Requests"Explanation
The correct answer is to add a comment in the Excel file and sort the ticket to "Accessories Requests". This is because the customer requested software that comes with a CD, but it was not found in the system. Adding a comment in the Excel file helps to keep a record of the issue and the actions taken. Sorting the ticket to "Accessories Requests" ensures that it is categorized correctly for further handling and resolution.Rate this question:
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- 2.
Scenario 2: You are checking"General Enquiries" tickets. In one ticket customer send a request about product complaint. Ticket is not overdue. Your actions:
- A.
Put ticket to "Pending RMA Tech Check"
- B.
Put ticket to "VIP Customer Support "
- C.
Put ticket to "Pre Return Questions"
Correct Answer
C. Put ticket to "Pre Return Questions"Explanation
The correct answer is to put the ticket to "Pre Return Questions" because the customer has a request about a product complaint. This category is specifically for addressing questions or concerns related to returns, which would be appropriate for handling a product complaint.Rate this question:
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- 3.
Scenario 3: You are checking"General Enquiries" tickets. In one ticket customer send a question about product. Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Product Questions"
- C.
Put ticket to "Product Answers"
Correct Answer
B. Put ticket to "Product Questions"Explanation
The correct answer is to put the ticket in the "Product Questions" category. This is because the customer's question is related to the product, so it should be categorized accordingly. The other options, "Open RMA Case Handling" and "Product Answers," do not seem to be relevant to the customer's inquiry.Rate this question:
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- 4.
Scenario 4: You are checking"General Enquiries" tickets. In one ticket customer send a request about order status.Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Order Status"
- C.
Put ticket to "Order delivery Details"
Correct Answer
B. Put ticket to "Order Status"Explanation
The correct answer is to put the ticket in the "Order Status" category. This is because the customer specifically mentioned their request is about the order status. Therefore, it would be appropriate to categorize the ticket accordingly to ensure it is handled by the appropriate team or individual responsible for order status inquiries.Rate this question:
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- 5.
Scenario 5: You are checking"General Enquiries" tickets. Customer is asking about dealership contract with Chinavasion. Your actions:
- A.
Kindly educate customer, we do not have any dealers and welcome to register Chinavasion account directly
- B.
Yes, we have Chinavasion dealers in different countries, please put ticket to "Contact Chinavasion Management"
- C.
Close ticket
Correct Answer
A. Kindly educate customer, we do not have any dealers and welcome to register Chinavasion account directlyExplanation
The correct answer is to kindly educate the customer that there are no dealers and they can register for a Chinavasion account directly. This response indicates that the company does not have any dealership contracts and encourages the customer to create their own account.Rate this question:
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- 6.
Scenario 6: You are checking"General Enquiries" tickets. In one ticket customer is asking to send him free Chinavasion sample, so that he can make a reveiw about Chinavasion product/s. Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Marketing"
- C.
Put ticket to "Contact Chinavasion Management"
Correct Answer
B. Put ticket to "Marketing"Explanation
The correct answer is to put the ticket in "Marketing". This is because the customer is asking for a free sample in order to make a review about Chinavasion's product/s. This falls under the realm of marketing, as providing samples to potential reviewers is a common marketing practice. By putting the ticket in the "Marketing" category, the appropriate team will be able to handle the request and potentially send the customer a free sample for review purposes.Rate this question:
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- 7.
Scenario 7: You are checking"General Enquiries" tickets. In one ticket customer is asking about Payment option. Your actions:
- A.
Send a predefined reply with all details regarding payment
- B.
Close ticket
- C.
Ask customer to contact Live chat 24/7
Correct Answer
A. Send a predefined reply with all details regarding paymentExplanation
In this scenario, the correct answer is to send a predefined reply with all details regarding payment. This action ensures that the customer receives the necessary information about the payment options available. Closing the ticket without providing any assistance would leave the customer unsatisfied. Asking the customer to contact Live chat 24/7 may not be necessary if the predefined reply contains all the required information.Rate this question:
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- 8.
Scenario 8: You are checking "General Enquiries" tickets. In one ticket customer is asking about dropshipping to UK. Your actions:
- A.
Send a reply about drop shipping by using pre-defined reply
- B.
Ask customer to contact Live chat 24/7
- C.
Close ticket
Correct Answer
A. Send a reply about drop shipping by using pre-defined replyExplanation
The correct answer is to send a reply about drop shipping by using a pre-defined reply. This is the most appropriate action because the customer specifically asked about drop shipping to the UK. By using a pre-defined reply, the agent can provide accurate and consistent information to the customer without wasting time drafting a new response. Asking the customer to contact Live chat 24/7 may not be necessary if the information can be provided through a pre-defined reply. Closing the ticket without addressing the customer's question would leave the customer unsatisfied.Rate this question:
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- 9.
Scenario 9: You are checking "General Enquiries" tickets. In one ticket unregistered customer is asking you to calcualte the price for exact Chinavasion product and shipping fee. Your actions:
- A.
Close ticket
- B.
Put ticket to "Order Manual Quote"
- C.
Provide reply to customer with details how to create Chinavasion account, place orders and preview all details for payment.
Correct Answer
C. Provide reply to customer with details how to create Chinavasion account, place orders and preview all details for payment.Explanation
The correct answer is to provide a reply to the customer with details on how to create a Chinavasion account, place orders, and preview all details for payment. This is the most appropriate action because the customer is asking for assistance in calculating the price for a specific product and shipping fee. By providing the customer with instructions on how to create an account, place orders, and view payment details, they will have the necessary information to proceed with their purchase.Rate this question:
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- 10.
Scenario 10: You are checking "General Enquiries" tickets. In one ticket unregistered customer is providing infomration in his language. After you use Google translator, you still cannot understand clear. Your actions:
- A.
Provide reply to our customer. We can provide services only in English.
- B.
Close ticket
- C.
Put ticket to "Order Manual Quote"
Correct Answer
A. Provide reply to our customer. We can provide services only in English.Explanation
The correct answer is to provide a reply to the customer stating that services can only be provided in English. This is the appropriate action because the customer is an unregistered customer and is providing information in their own language. As a result, it is important to communicate to the customer that the company can only offer services in English.Rate this question:
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- 11.
Scenario 11: You are checking "General Enquiries" tickets. Customer is asking to provide quote for exact Chinavasion product. Your actions:
- A.
Put ticket to "Contact Chinavasion Management "
- B.
Close ticket
- C.
Put ticket to "Order Manual Quote"
Correct Answer
C. Put ticket to "Order Manual Quote"Explanation
The correct answer is to put the ticket to "Order Manual Quote." This is because the customer is asking for a quote for a specific Chinavasion product. By putting the ticket in the "Order Manual Quote" category, it indicates that further action is needed to provide the customer with a manual quote for the requested product.Rate this question:
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- 12.
Scenario 12: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check his authorized returned to Chinavasion RMA status. Your actions:
- A.
Put ticket to "Open RMA Case Handling"
- B.
Put ticket to "Pre Return Questions"
- C.
Put ticket to "Pending RMA Tech Check"
Correct Answer
A. Put ticket to "Open RMA Case Handling"Explanation
The correct answer is to put the ticket in "Open RMA Case Handling." This is because the customer is asking about the status of their authorized return to Chinavasion RMA. By putting the ticket in this category, it indicates that it needs to be handled by the team responsible for managing RMA cases, who can provide the customer with the information they need.Rate this question:
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- 13.
Scenario 13: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check order status. Order sent out more than 3 months ago. Your actions:
- A.
Put ticket to "Order status"
- B.
Put ticket to "Deliveries"
- C.
Close ticket
Correct Answer
B. Put ticket to "Deliveries"Explanation
The correct answer is to put the ticket in the "Deliveries" category. This is because the customer is asking about the order status, which falls under the purview of the "Deliveries" department. By categorizing the ticket correctly, it ensures that it will be handled by the appropriate team who can provide the necessary information to the customer.Rate this question:
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- 14.
Scenario 14: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check payment status and provide Paypal transfer ID. Your actions:
- A.
Put ticket to "Deliveries"
- B.
Put ticket to "Billing"
- C.
Close ticket
Correct Answer
B. Put ticket to "Billing"Explanation
The correct answer is to put the ticket in the "Billing" category. This is because the customer is asking about the payment status and providing a Paypal transfer ID, which is related to billing and payment. By categorizing the ticket under "Billing," it is easier to track and respond to the customer's inquiry effectively.Rate this question:
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- 15.
Scenario 15: You are checking "General Enquiries" tickets. In one ticket customer is asking you to check order status and mention, that he is our VIP cusotmer. Your actions:
- A.
Put ticket to "VIP Customer Support"
- B.
Put ticket to "Order status"
- C.
Put ticket to "Deliveries"
Correct Answer
A. Put ticket to "VIP Customer Support"Explanation
The correct answer is to put the ticket in the "VIP Customer Support" category. This is because the customer mentioned that they are a VIP customer and they are specifically asking for assistance with their order status. By categorizing the ticket as "VIP Customer Support," it ensures that the customer receives the appropriate level of attention and priority for their inquiry.Rate this question:
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- 16.
Scenario 16: You are checking "General Enquiries" tickets. Customer is complaining, he did not receive necessary accessory in his order. Your actions:
- A.
Ask customer to contact Live chat 24/7
- B.
Sort ticket to "Accessories Requests"
- C.
Close ticket
Correct Answer
B. Sort ticket to "Accessories Requests"Explanation
The correct answer is to sort the ticket to "Accessories Requests". This action is appropriate because the customer is complaining about not receiving a necessary accessory in their order. By sorting the ticket to the "Accessories Requests" category, it will be directed to the appropriate department or team that handles accessory-related issues. This will ensure that the complaint is addressed and resolved by the relevant personnel.Rate this question:
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- 17.
Scenario 17: You are checking "General Enquiries" tickets. In one ticket VIP customer is asking to clarify Chinavasion website updates: Your actions:
- A.
Sort ticket to "VIP Customer Support"
- B.
Sort ticket to "Contact Chinavasion Management"
- C.
Sort ticket to "Level 3 Customers"
Correct Answer
A. Sort ticket to "VIP Customer Support"Explanation
The correct answer is to sort the ticket to "VIP Customer Support" because the customer is identified as a VIP customer. As a VIP customer, they should receive special treatment and have their inquiries addressed by a dedicated support team. Sorting the ticket to "VIP Customer Support" ensures that the customer's request will be handled by the appropriate team with the necessary expertise to clarify the updates on the Chinavasion website specifically for VIP customers.Rate this question:
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- 18.
Scenario 18: You are checking "General Enquiries" tickets. Cusotmer is asking us to help with Payment for his order, which he placed recently and make payment via Bank Transfer. Your actions:
- A.
Put ticket to "Order Manual Quote"
- B.
Put ticket to "Billing"
- C.
Close ticket
Correct Answer
B. Put ticket to "Billing"Explanation
The correct answer is to put the ticket to "Billing". This is because the customer is asking for help with payment for their recent order and wants to make the payment via bank transfer. The "Billing" department is responsible for handling payment-related issues, so it is the appropriate place to assign the ticket. Closing the ticket without addressing the customer's concern would not be a suitable action in this scenario.Rate this question:
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- 19.
Scenario 19: You are checking "General Enquiries" tickets. Customer is asking to provide information about wholesale pricies and how to get more dicount. Your actions:
- A.
Provide a clear reply by using predefined reply
- B.
Ask customer to contact 24/7 live chat
- C.
Close ticket
Correct Answer
A. Provide a clear reply by using predefined replyExplanation
The correct answer is to provide a clear reply by using a predefined reply. This is the best course of action because the customer is asking for information about wholesale prices and how to get more discounts. By using a predefined reply, the agent can provide accurate and consistent information to the customer in a clear and efficient manner. Asking the customer to contact 24/7 live chat may not be necessary if the information can be provided through a predefined reply. Closing the ticket without providing a response would not be helpful to the customer.Rate this question:
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- 20.
What is standard requirement for tickets?
- A.
We inform customer, we will provide reply within 1 working day
- B.
We inform customer, we will provide reply within 24 hours
- C.
We inform customer, we will provide reply within 48 hours
Correct Answer
A. We inform customer, we will provide reply within 1 working dayExplanation
The standard requirement for tickets is to provide a reply to the customer within 1 working day. This means that the customer should expect to receive a response from the company within one business day, excluding weekends and holidays.Rate this question:
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Aug 27, 2012Quiz Created by
Chinavasionwhole
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