Knowledge Test : Trivia Quiz On Customer Service!

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  • 1/12 Questions

    We do not need to advise the customer that an item they are ordering is on backorder unless the customer specifically asks.

    • True
    • False
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About This Quiz

This is a knowledge Trivia Quiz on Customer Service! Customer service is an important part of any business, and this is because it helps a business get return clients and build customer loyalty. What do you know about giving satisfactory customer service and the policies put in place by the department? This quiz will help refresh your understanding. Give it a shot!

Knowledge Test : Trivia Quiz On Customer Service! - Quiz

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  • 2. 

    We do not need to read the GENO Kit terms and conditions to the customer if we notice that this is not the first time the customer has placed an order for a GENO Kit.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    If the customer has placed an order for a GENO Kit before, it does not automatically mean that we do not need to read the terms and conditions to them. It is important to provide the terms and conditions to every customer, regardless of whether they have ordered before, as it ensures that they are aware of the policies and guidelines associated with the product. Therefore, the statement is false.

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  • 3. 

    When is a customer's credit/debit card charged for an item on back-order?

    • Immediately after the order is palced

    • The next business day after the order is placed

    • When the item ships

    • Once the customer receives the item

    Correct Answer
    A. When the item ships
    Explanation
    The customer's credit/debit card is charged for an item on back-order when the item ships. This means that the customer will not be charged immediately after placing the order, but rather when the item is ready to be shipped to them. This ensures that the customer is only charged for the item once it is available and ready to be sent to them.

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  • 4. 

    When shipping to a gift recipient how can we keep the total from showing on the shipping invoice?

    • Uncheck the box that states show price on the order header

    • Place a check mark in the "gift" box on the order header

    • Delete the price on the order header screen

    Correct Answer
    A. Place a check mark in the "gift" box on the order header
    Explanation
    To ensure that the total does not appear on the shipping invoice when shipping to a gift recipient, it is necessary to place a check mark in the "gift" box on the order header. This option is likely to be available to indicate that the shipment is a gift, and by checking the box, the system will exclude the total amount from being displayed on the shipping invoice.

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  • 5. 

    When is a customer's credit/debit card charged when they place an order?

    • Immediately after the order is palced

    • The next business day after the order is placed

    • When the item ships

    • Once the customer receives the item

    Correct Answer
    A. When the item ships
    Explanation
    The customer's credit/debit card is charged when the item ships. This means that the payment is not processed immediately after the order is placed, but rather when the item is ready to be shipped to the customer. This allows for any potential changes or cancellations to the order before the payment is finalized.

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  • 6. 

    How do you override standard freight charges?

    • Uncheck the "calc freight" box on the order header

    • Check the "waive ship" box on the order header

    • Delete the shipping amount in the "Freight Cost" box on order header

    • Subtract the freight charge and override the total price

    Correct Answer
    A. Uncheck the "calc freight" box on the order header
    Explanation
    By unchecking the "calc freight" box on the order header, the standard freight charges will be overridden. This means that the system will not calculate and apply any freight charges to the order.

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  • 7. 

    What source / key code is used if a customer is having difficulties ordering online and asks you to place the order instead?

    • DEFCAT

    • WEB063

    • DEFEMAIL

    • 4F0EMP

    Correct Answer
    A. WEB063
    Explanation
    The correct answer is WEB063 because "WEB" suggests that it is related to the website or online platform, and "063" could be a specific code or identifier for placing orders on the website. This code is likely used when customers face difficulties ordering online and need assistance from a customer service representative to manually place the order.

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  • 8. 

    What source / key code is used if a customer advises you that they don’t have a catalog, they saw a catalog at their friend’s house, doctor’s office, etc. and wrote down the item number?

    • Default Catalog Key Code

    • WEB063

    • DEFEMAIL

    • CATMAIL

    Correct Answer
    A. Default Catalog Key Code
    Explanation
    The correct answer is "Default Catalog Key Code". This key code is used when a customer does not have a catalog but saw one at a friend's house, doctor's office, etc. and wrote down the item number. It allows the customer to access the catalog and make a purchase using the item number they wrote down.

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  • 9. 

    We are unable to ship to APO or FPO addresses.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement "We are unable to ship to APO or FPO addresses" implies that the company does not have the capability to deliver products to APO or FPO addresses. Therefore, the correct answer is False, indicating that the statement is not true.

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  • 10. 

    What source / key code is used if a customer received an e-mail promotion but is having issues ordering online and you offer to place the order for him/her?

    • DEFCAT or Current Default Code

    • WEB063

    • DEFEMAIL

    • 4F0EMP

    Correct Answer
    A. DEFEMAIL
    Explanation
    The correct answer is DEFEMAIL. DEFEMAIL is the source or key code that is used when a customer receives an e-mail promotion but is facing difficulties in placing the order online. By offering to place the order for the customer, the DEFEMAIL code ensures that the promotion is properly attributed to the customer and any relevant discounts or offers are applied.

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  • 11. 

    What items are usually excluded from promotional sales? Select all that apply.

    • Geno Kits

    • Digital Products

    • Shoes

    • Magazine Subscriptions

    • Jewelry

    Correct Answer(s)
    A. Geno Kits
    A. Digital Products
    A. Magazine Subscriptions
    Explanation
    Items such as Geno Kits, Magazine Subscriptions, and Digital Products are usually excluded from promotional sales. This means that these items are not eligible for any discounts or special offers that may be available during a promotional sale.

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  • 12. 

    If a customer receives an email promotion, can they place the order over the phone and still get the promotion offered?  Select all that apply.

    • Yes, if the customer is having difficulty, we will honor the promotion by phone

    • The system will not allow us to honor the promotional price

    • Yes, if the customer insists, we can offer a one time courtesy

    • We will only honor if the customer has placed multiple orders with us in the past

    Correct Answer(s)
    A. Yes, if the customer is having difficulty, we will honor the promotion by phone
    A. Yes, if the customer insists, we can offer a one time courtesy
    Explanation
    If a customer receives an email promotion and is having difficulty placing the order online, the company will honor the promotion by phone. Additionally, if the customer insists, the company can offer a one-time courtesy of honoring the promotion over the phone.

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Quiz Review Timeline (Updated): Mar 19, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 19, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Oct 13, 2014
    Quiz Created by
    Ngsproprof
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