Modules 1-8: Final Exam 2012
Test your knowledge of Modules 1-8. Good luck!
- 1.
Which of the following is not of the CE brands?
- A.
Birthday Express
- B.
Halloween Express
- C.
Costume Express
Correct Answer
B. Halloween ExpressExplanation
Halloween Express is not a CE brand because it is focused on Halloween costumes and accessories, while the other options (Birthday Express and Costume Express) are more general party and costume brands.Rate this question:
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- 2.
Where can you look to locate the number of in stock items for a particular product?
- A.
Description Tab
- B.
Quick Facts
- C.
CSR Info Tab
- D.
Customer Reviews
Correct Answer
C. CSR Info TabExplanation
In order to locate the number of in stock items for a particular product, you can look in the CSR (Customer Service Representative) Info Tab. This tab typically contains detailed information about the product, including its availability and stock status. By referring to the CSR Info Tab, you can easily find the number of items that are currently in stock for the specific product.Rate this question:
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- 3.
Both CE and BC offer a 110% price guarantee.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Both CE and BC do not offer a 110% price guarantee.Rate this question:
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- 4.
If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.
- A.
Chat
- B.
Email
- C.
Phone
- D.
Visit one of our store locations
Correct Answer(s)
A. Chat
B. Email
C. pHoneExplanation
Customers can contact the company through chat, email, and phone. These forms of contact provide different options for customers to reach out based on their preferences and convenience. Chat allows for real-time communication and immediate assistance, email provides a written record of communication, and phone enables direct conversation with a representative. These options ensure that customers can choose the most suitable method to contact the company and receive the support they need.Rate this question:
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- 5.
If you should encounter a discrepancy on either website, who should you notify?
- A.
The nearest floorwalker
- B.
Your supervisor
- C.
Email [email protected]
- D.
No one, the problem will fix itself
Explanation
If you encounter a discrepancy on either website, you should notify the email address [email protected]. This suggests that the company has a designated email address specifically for reporting any issues or discrepancies related to their products. It implies that this is the appropriate channel for addressing such problems and seeking assistance or resolution.Rate this question:
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- 6.
How does Buy Costumes determine the shipping cost for an order?
- A.
Total dollar amount of the order
- B.
Destination of the order
- C.
Total weight of the order
- D.
Based entirely on delivery date
Correct Answer
C. Total weight of the orderExplanation
Buy Costumes determines the shipping cost for an order based on the total weight of the order. The heavier the order, the higher the shipping cost is likely to be. This is because the weight of the order affects the cost of shipping, as heavier packages require more resources and effort to transport. The total weight of the order is therefore an important factor in determining the shipping cost for Buy Costumes.Rate this question:
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- 7.
A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?
- A.
Apologize, and tell her it's impossible.
- B.
You place the order and assure the customer the package will arrive on Saturday.
- C.
You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
Correct Answer
C. You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.Explanation
It is important to first verify if Saturday delivery is available for the customer's zip code before making any promises. By doing so, you can ensure that the customer's request can be accommodated. Once you have verified the availability, you can then proceed to place the order and assure the customer that the package will indeed arrive on Saturday. This approach demonstrates a proactive and customer-centric approach, ensuring that the customer's needs are met while managing their expectations effectively.Rate this question:
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- 8.
Which of the following most impacts guarantee dates? Choose 2 answers.
- A.
Cut off times
- B.
Shipping methods
- C.
Size of items
- D.
Total amount of the order
Correct Answer(s)
A. Cut off times
B. Shipping methodsExplanation
Cut off times and shipping methods are the two factors that most impact guarantee dates. Cut off times refer to the specific time by which an order must be placed in order to guarantee delivery by a certain date. Shipping methods determine the speed and efficiency of the delivery process. Both of these factors directly affect the ability to meet guarantee dates for orders. The size of items and total amount of the order may indirectly impact guarantee dates, but they are not the primary factors that determine them.Rate this question:
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- 9.
Which orders get guaranteed promise dates for delivery?
- A.
Domestic orders
- B.
International orders
- C.
All orders
- D.
Only orders with Express and Premium service
Correct Answer
A. Domestic ordersExplanation
Domestic orders get guaranteed promise dates for delivery. This means that when customers place domestic orders, they can expect their orders to be delivered on a specific date. This guarantee ensures that customers receive their orders within a certain timeframe, providing them with a reliable and efficient service.Rate this question:
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- 10.
What carriers do we contract with for delivery (choose all that apply)?
- A.
The United States Postal Service
- B.
UPS
- C.
FedEx
- D.
Canada Post
- E.
Australia Post
- F.
DHL
Correct Answer(s)
A. The United States Postal Service
B. UPS
D. Canada Post
E. Australia PostExplanation
The question is asking for the carriers that the company contracts with for delivery. The correct answer includes the United States Postal Service, UPS, Canada Post, and Australia Post. This means that the company has contracts with these carriers to handle their delivery services.Rate this question:
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- 11.
What do cut off times signify for the customer?
- A.
The time of day the guaranteed promise date changes
- B.
The time of day the distribution center closes
- C.
When the orders can no longer be placed for the day
- D.
Break time for the call center
Correct Answer
A. The time of day the guaranteed promise date changesExplanation
Cut off times signify the time of day when the guaranteed promise date changes for the customer. This means that after the cut off time, any orders placed will have a different expected delivery date. It is important for customers to be aware of the cut off times in order to ensure that their orders are placed in time to meet their desired delivery date.Rate this question:
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- 12.
BuyCostumes and Celebrate Express ship to army bases.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement is true because both BuyCostumes and Celebrate Express ship their products to army bases. This means that individuals who are stationed at army bases can order costumes and party supplies from these companies and have them delivered directly to their location.Rate this question:
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- 13.
How will a customer know they are being charged an oversized handling fee? Choose all that apply.
- A.
Once the order is submitted
- B.
A red icon will appear by the product
- C.
The handling charge will be mentioned in the product description
Correct Answer(s)
B. A red icon will appear by the product
C. The handling charge will be mentioned in the product descriptionExplanation
Customers will know they are being charged an oversized handling fee if they see a red icon by the product and if the handling charge is mentioned in the product description.Rate this question:
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- 14.
What is a guaranteed promise date for domestic packages?
- A.
The date by which their package will leave our distribution center
- B.
The date by which the order will be processed
- C.
The date by which the package will be delivered to the customer's doorstep
- D.
None of the above
Correct Answer
C. The date by which the package will be delivered to the customer's doorstepExplanation
The guaranteed promise date for domestic packages refers to the date by which the package will be delivered to the customer's doorstep. This means that the package should arrive at the customer's location by this specified date. The other options mentioned in the question, such as the date of leaving the distribution center or the date of order processing, are not necessarily the same as the guaranteed promise date for delivery.Rate this question:
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- 15.
How does Celebrate Express determine the shipping cost of an order?
- A.
Total weight of the order
- B.
Based entirely on delivery date
- C.
It's a flat rate from UPS
- D.
Total dollar amount of the order
Correct Answer
D. Total dollar amount of the orderExplanation
Celebrate Express determines the shipping cost of an order based on the total dollar amount of the order. This means that the shipping cost is calculated based on the total value of the items in the order, rather than factors such as weight or delivery date.Rate this question:
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- 16.
What information is not reflected in the guarantee dates for Alaska and Hawaii?
- 17.
A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?
- A.
Tell the customer how stupid they are for ordering so late.
- B.
Place the order and provide a guaranteed delivery date.
- C.
Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
Correct Answer
C. Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.Explanation
It is important to acknowledge the customer's request and place the order for them. However, it is also necessary to inform them about the limitations and potential delays that may arise due to customs processes for international orders. This ensures transparency and manages the customer's expectations regarding the delivery date.Rate this question:
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- 18.
During the checkout process, when does the customer learn of their delivery date?
- A.
After entering their credit card information
- B.
When the customer chooses their method of delivery.
- C.
After the order has been submitted.
- D.
Before adding the items to the customer's shopping cart.
Correct Answer
B. When the customer chooses their method of delivery.Explanation
The customer learns of their delivery date when they choose their method of delivery during the checkout process. This is the point at which the customer is able to select how they want their items to be delivered, and the estimated delivery date is typically provided based on the chosen method.Rate this question:
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- 19.
How many coupons or promotional codes is a customer allowed to use during a purchase?
- A.
Only one coupon
- B.
One for shipping and one other coupon
- C.
We don't allow coupons
- D.
It is up to the representative
Correct Answer
A. Only one couponExplanation
Customers are allowed to use only one coupon during a purchase. This means that they can apply a single promotional code or coupon to avail discounts or benefits.Rate this question:
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- 20.
If a customer was interested in purchasing a product, what would you need to verify with the customer before putting the item into the cart?
- A.
The name of the item
- B.
The quantity the customer would like
- C.
Verify the price
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
Before putting the item into the cart, it is necessary to verify all the information with the customer. This includes verifying the name of the item to ensure that the customer is interested in the correct product. Additionally, it is important to verify the quantity the customer would like to purchase to prevent any mistakes or misunderstandings. Lastly, it is crucial to verify the price of the item to ensure that the customer is aware of the cost and there are no pricing discrepancies. Therefore, all of the above options need to be verified with the customer before putting the item into the cart.Rate this question:
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- 21.
A customer is planning a party and has selected a party pack, but needs some extra plates and napkins. They will have to purchase an additional party pack.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because the customer does not need to purchase an additional party pack. The customer only needs some extra plates and napkins, which can be purchased separately without buying another party pack.Rate this question:
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- 22.
How many sales offers are you required to make during a CE sales call?
- A.
None
- B.
Four
- C.
Three
- D.
At least one
Correct Answer
C. ThreeExplanation
During a CE sales call, you are required to make three sales offers. This implies that you need to present three different options or proposals to the customer in order to persuade them to make a purchase. By offering multiple choices, you can cater to different customer preferences and increase the likelihood of closing a deal.Rate this question:
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- 23.
After everything the customer wants is placed into the shopping cart, what should you do first?
- A.
Ask for the credit card information
- B.
Ask the customer when the event date is
- C.
Ask the customer where they would like to ship the order
- D.
Ask the customer if they have any promotional codes or offers
Correct Answer
D. Ask the customer if they have any promotional codes or offersExplanation
Before proceeding with the payment process, it is important to ask the customer if they have any promotional codes or offers. This is because if the customer has any valid codes or offers, they can be applied to the order to provide discounts or special deals. By asking this question first, the customer can avail any available promotions before completing the purchase.Rate this question:
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- 24.
Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because it states that once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away. However, this may not always be the case as credit requests usually go through a verification and approval process before the customer's card is credited.Rate this question:
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- 25.
It is okay for a customer to do an exchange, and to add any items they would like to the new order.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Customers are allowed to do an exchange, which means they can return a product and receive a replacement. Additionally, they can also add any other items they want to the new order. This implies that the company allows customers to modify their order during an exchange process, making the statement true.Rate this question:
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- 26.
If a customer is requesting a credit for a coupon they forgot to use, which tab do we look at first while checking the order?
- A.
Discounts
- B.
Credits
- C.
Case Notes
- D.
Related Work Items
Correct Answer
A. DiscountsExplanation
When a customer requests a credit for a coupon they forgot to use, the first tab to look at while checking the order is the "Discounts" tab. This is because the discount tab will show any applied coupons or discounts that were used during the purchase. By checking this tab, we can verify if the customer is eligible for a credit based on the coupon they forgot to use.Rate this question:
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- 27.
How many business days should the customer hold on to the package if there is Carrier Damage?
- A.
5 Days
- B.
7 Days
- C.
10 Days
- D.
They should send it back right away
Correct Answer
C. 10 DaysExplanation
The customer should hold on to the package for 10 days if there is carrier damage. This allows them enough time to inspect the package and its contents for any damage, and to contact the carrier and file a claim if necessary. Holding on to the package for this duration ensures that the customer has enough time to assess the extent of the damage and take appropriate action.Rate this question:
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- 28.
How much does a customer get deducted for the use of a Flex Label?
- A.
$14
- B.
$10
- C.
$7
- D.
$12
Correct Answer
C. $7Explanation
A customer gets deducted $7 for the use of a Flex Label.Rate this question:
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- 29.
You must enter the exact coupon code into your note when requesting a credit for an omitted coupon.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
To receive credit for an omitted coupon, it is necessary to enter the exact coupon code into the note. This implies that any variation or mistake in entering the coupon code may result in not receiving the credit. Therefore, it is important to accurately input the coupon code to ensure that the credit is applied.Rate this question:
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- 30.
You can credit the customer right away if you have requested a trace investigation on the order.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If you have requested a trace investigation on the order, it means that there is a problem or issue with the order that needs to be resolved before any credits can be given to the customer. A trace investigation is a process of investigating the whereabouts and status of an order, usually when it has been lost, delayed, or damaged. Therefore, you cannot credit the customer right away if a trace investigation is ongoing as the issue needs to be resolved first.Rate this question:
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- 31.
What are the 3 possible resolutions if a customer is missing items? Check each box.
- A.
Credit
- B.
Replacement Order
- C.
Check with the post office
- D.
Parts and Pieces Request
Correct Answer(s)
A. Credit
B. Replacement Order
D. Parts and Pieces RequestExplanation
If a customer is missing items, there are three possible resolutions. The first resolution is to provide a credit to the customer, which can be used towards future purchases. The second resolution is to process a replacement order for the missing items, ensuring that the customer receives the correct products. The third resolution is to check with the post office to investigate if the missing items were lost or misplaced during the shipping process. Additionally, the option of a "Parts and Pieces Request" is also available, which suggests that the customer can request specific missing parts or pieces instead of a complete replacement.Rate this question:
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- 32.
You can send a Flex Label to a Canadian customer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Sending a Flex Label to a Canadian customer is not possible.Rate this question:
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- 33.
Saturday Delivery is available anywhere in the United States.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because Saturday Delivery is not available everywhere in the United States. Some areas may not have Saturday delivery service or may have limited availability. Therefore, the statement is incorrect.Rate this question:
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- 34.
Anytime you touch an order, it's always necessary to create a case note on the account.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Creating a case note on the account whenever an order is touched is important because it helps in keeping track of any actions or interactions related to the order. It serves as a record of the communication and can be useful for future reference or for resolving any issues that may arise. By creating a case note, all relevant information about the order can be documented, ensuring that everyone involved in the process is aware of any updates or changes. This helps in maintaining clear communication and providing a comprehensive overview of the order's history.Rate this question:
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- 35.
What tab and icon will take you to customers' existing orders?
- A.
Order Review and the money bag icon
- B.
Blood Hound and the arrows icon
- C.
Order Search and the magnifying glass
- D.
Customer Orders and the home icon
Correct Answer
C. Order Search and the magnifying glassExplanation
The tab and icon that will take you to customers' existing orders is "Order Search" and the "magnifying glass" icon. This option suggests that by using the search function represented by the magnifying glass icon, you can find and access customers' existing orders.Rate this question:
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- 36.
In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement suggests that in the Opus department, the "Customer Care" and "Internet" tabs are the most frequently used. This implies that the department heavily relies on these tabs for their operations and tasks. Therefore, the statement is true.Rate this question:
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- 37.
What is the maximum amount you as a CSR can credit a customer?
- A.
10%
- B.
25%
- C.
50%
- D.
100%
Correct Answer
C. 50%Explanation
The maximum amount that a CSR can credit a customer is 50%. This means that the CSR can credit the customer up to half of the total amount owed or requested. This limit is in place to ensure that the CSR does not have the authority to credit the customer with an excessive amount that could potentially be detrimental to the company's finances.Rate this question:
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- 38.
"RAN" stands for Return Authorization Number.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement is true. "RAN" stands for Return Authorization Number. This is a unique number that is assigned to a return or exchange transaction to track and authorize the return of a product.Rate this question:
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- 39.
What is the first thing we should do if a customer calls in stating they received a damaged item?
- A.
Transfer the call to the helpline
- B.
Get a floorwalker
- C.
Apologize
- D.
Ask for the order number
Correct Answer
C. ApologizeExplanation
If a customer calls in stating they received a damaged item, the first thing we should do is apologize. This shows empathy and acknowledges the customer's frustration or disappointment. Apologizing also helps to build trust and rapport with the customer, showing that we value their experience and are committed to resolving the issue. Asking for the order number or transferring the call to the helpline may be necessary steps afterwards, but apologizing should always be the initial response.Rate this question:
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- 40.
You do not need to have your call on hold in order to transfer it.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
You absolutely need to have your caller on hold before the transfer. In fact you also need to have click on the Agent or Skill you would like to transfer to in order for the transfer button to appear.Rate this question:
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- 41.
If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?
- A.
Log into Unavailable
- B.
Disconnect your Agent Leg
- C.
Log into After Call Work
Correct Answer
C. Log into After Call WorkExplanation
After choosing your disposition code, the immediate action should be to log into After Call Work. This is because After Call Work allows you to enter your case notes or related work items after the call has ended. By logging into After Call Work, you can ensure that all necessary information is documented and recorded accurately for future reference and follow-up.Rate this question:
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- 42.
What are the correct steps of transferring a call to a supervisor?
- A.
Bring up dial pad, dial 262-901-2000 on the agent phone, place caller on hold, enter supervisor's extention on the Softphone, click transfer immediately.
- B.
You can only transfer calls to a skill, not a particular person.
- C.
Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button
- D.
You cannot transfer any calls, let the customer know a supervisor will call them back.
Correct Answer
C. Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent pHone and enter the supervisor's extention on the SoftpHone, explain situation to supervisor, click transfer buttonExplanation
To transfer a call to a supervisor, the correct steps are to first place the caller on hold. Then, bring up the dial pad on the agent phone and dial the supervisor's extension, which is 262-901-2000. Next, explain the situation to the supervisor and click the transfer button to complete the transfer.Rate this question:
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- 43.
What is the first thing you should do when you end your call?
- A.
Go into unavailable
- B.
Enter case notes
- C.
Choose disposition code
- D.
Go into personal
Correct Answer
C. Choose disposition codeExplanation
Dispositions are always entered first. Then you may do any after call work that is necessary that pertained to the phone call.Rate this question:
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- 44.
How long is your wrap up time?
- A.
10 secs
- B.
15 secs
- C.
40 secs
- D.
1 min
Correct Answer
B. 15 secsExplanation
The wrap-up time refers to the amount of time it takes for someone to conclude or finalize a task or conversation before moving on to the next one. In this case, the correct answer is 15 seconds, indicating that it takes approximately 15 seconds for the person to complete their wrap-up activities before they can proceed to the next task or conversation.Rate this question:
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- 45.
If you change your agent status directly after ending a phone call with a customer, you will still have the opportunity to choose a disposition code.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Directly after ending a call with a customer the first thing you should do is enter the disposition. If anything else is done first you will lose your opportunity to enter the disposition.Rate this question:
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- 46.
At the end of your shift, when closing everything down, what should you do? Choose all that apply.
- A.
End the connection on your Softphone by clicking the red End button (at-home agents, hang up the receiver)
- B.
Close the Agent Phone using the Exit icon (looks like a power button)
- C.
Close the Softphone by clicking exit (at-home agents, hang up the receiver)
- D.
Just log into unavailable
Correct Answer(s)
A. End the connection on your SoftpHone by clicking the red End button (at-home agents, hang up the receiver)
B. Close the Agent pHone using the Exit icon (looks like a power button)
C. Close the SoftpHone by clicking exit (at-home agents, hang up the receiver)Explanation
At the end of the shift, the correct actions to take are to end the connection on the Softphone by clicking the red End button (or hang up the receiver for at-home agents), close the Agent Phone using the Exit icon (which looks like a power button), and close the Softphone by clicking exit (or hang up the receiver for at-home agents). These actions ensure that all communication channels are properly closed and disconnected, allowing for a smooth transition to the next shift or when logging out for the day.Rate this question:
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- 47.
The Feedback icon is used for:
- A.
Sending a report to your supervisor so they may come and fix your phone issue
- B.
Giving your opinion about a caller/customer
- C.
Sending a report to inContact about phone issues
Correct Answer
C. Sending a report to inContact about pHone issuesExplanation
The feedback icon is used for sending a report to inContact about phone issues. This allows users to provide feedback and report any problems or issues they are experiencing with their phone. By using the feedback icon, users can communicate with inContact and request assistance or resolution for their phone issues.Rate this question:
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- 48.
If a CSR has a purple bubble next to their name in the directory it is ok to transfer a call to him/her.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
A purple bubble next to the name will indicate the agent is on an inbound call.Rate this question:
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- 49.
If a customer is calling and wants to speak with someone in the Fraud department, what would you do?
- A.
Transfer the call to Help Line
- B.
Transfer the call into Fraud skills group
- C.
Dial the Fraud 1-800 number and transfer the call
Correct Answer
B. Transfer the call into Fraud skills groupExplanation
The correct answer is to transfer the call into the Fraud skills group. This ensures that the customer is directed to the appropriate department that specializes in handling fraud-related inquiries and concerns. By transferring the call to the Fraud skills group, the customer can receive the necessary assistance and support from the trained professionals who are knowledgeable in handling fraud-related issues.Rate this question:
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- 50.
When taking your break, which log out code should you choose?
- A.
Unavailable
- B.
Approved Project
- C.
Personal
- D.
Break
Correct Answer
D. Break -
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