Ultimate Knowledge Trivia Quiz On Customer Service!
Below is the Ultimate Knowledge Trivia Quiz on Customer Service! The customer service department in any company is tasked with ensuring a customer gets the answers to the questions they have concerning products or services from the company. Take up this quiz and get to see just how well you know the role of a customer care agent and how they get to meet them.
- 1.
Where can you locate current and past promotions?
- A.
Knowledgebase
- B.
Webstore
- C.
Serenade- Promotions
Correct Answer
A. KnowledgebaseExplanation
You can locate current and past promotions in the Knowledgebase.Rate this question:
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- 2.
How is shipping charged when there is more than one Ship-To Address?
- A.
Shipping charges remain the same regardless of how many "ship-to" there are
- B.
Each ship-to is charged separately
- C.
Every two "ship-to" get charged together
Correct Answer
B. Each ship-to is charged separatelyExplanation
When there is more than one "ship-to" address, each address is charged separately for shipping. This means that the shipping charges for each address are calculated individually and not combined or shared with other addresses. Therefore, the cost of shipping will be determined based on the specific requirements and location of each ship-to address, resulting in separate charges for each one.Rate this question:
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- 3.
What methods are available to locate product information?
- A.
Serenade
- B.
Webstore
- C.
Knowledgebase
- D.
Samples on Production Floor
Correct Answer(s)
A. Serenade
B. Webstore
C. Knowledgebase
D. Samples on Production FloorExplanation
The available methods to locate product information include using Serenade, accessing the Webstore, referring to the Knowledgebase, and examining Samples on the Production Floor. These methods can provide different types of information about the product, such as its features, specifications, pricing, and physical appearance.Rate this question:
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- 4.
When a customer is given a One-Time Courtesy, what action is required that will alert others the next time a customer places an order?
- A.
Place order on hold
- B.
Customer Action Note
- C.
Send it as a chat to your supervisor
- D.
Open an Escalation Tickler
Correct Answer
B. Customer Action NoteExplanation
When a customer is given a One-Time Courtesy, a Customer Action Note is required to alert others the next time a customer places an order. This note serves as a reminder or a reference for future interactions with the customer, ensuring that all team members are aware of the previous courtesy given. It helps in providing consistent and informed customer service, as well as maintaining a record of any special considerations or actions taken for the customer.Rate this question:
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- 5.
When would you use the Expanded Address field?
- A.
Customer has a long name
- B.
International Address
- C.
Customer has a long email address
Correct Answer
B. International AddressExplanation
The Expanded Address field would be used for an International Address. This is because international addresses often have longer formats and require additional fields to accommodate all the necessary information, such as country, state/province, postal code, etc. Using the Expanded Address field allows for capturing and displaying all the relevant address details for international customers.Rate this question:
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- 6.
A customer wants to use a Purchase Order, how would you proceed?
- A.
Advise that we are not able to provide the customer with a Purchase Order
- B.
Advise the customer to fax or email the order and we will provide a quote
- C.
Advise the customer to walk into our National Geographic store in Washington DC
- D.
Advise the customer to go online and fill out the Purchase Order request
Correct Answer
B. Advise the customer to fax or email the order and we will provide a quoteExplanation
The correct answer is to advise the customer to fax or email the order and provide a quote. This option is the most appropriate because it allows the customer to submit their purchase order through a convenient method (fax or email) and ensures that they will receive a quote in return. This process allows for efficient communication and provides the customer with the necessary information to proceed with their order.Rate this question:
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- 7.
Which scenario below would require for you to leave an Order Message?
- A.
When a customer places an order with their spouses credit/debit card.
- B.
When a customer placed an order with more than 2 items
- C.
When providing the customer with discount
- D.
Anytime something unusal happens on an order
Correct Answer(s)
A. When a customer places an order with their spouses credit/debit card.
C. When providing the customer with discount
D. Anytime something unusal happens on an orderExplanation
The correct answer is when a customer places an order with their spouse's credit/debit card. This scenario may require leaving an Order Message to confirm the legitimacy of the transaction and ensure that the customer has the authority to use their spouse's card. Additionally, leaving an Order Message would be necessary when providing the customer with a discount to inform them about the reduced price and any related details. Lastly, anytime something unusual happens on an order, such as a discrepancy in the billing or shipping address, it would be important to leave an Order Message to address and resolve the issue.Rate this question:
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- 8.
What Fast Path is used to create a customer account?
- A.
OMOE
- B.
WCST
- C.
ORDE
- D.
CSTA
Correct Answer
B. WCSTExplanation
WCST stands for Web Customer Service Template. It is a fast path that is used to create a customer account. This template provides a user-friendly interface for customers to create an account on a website. It includes fields for entering personal information, contact details, and login credentials. By using WCST, customers can easily and quickly set up an account, enabling them to access various services and features offered by the website.Rate this question:
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- 9.
When would you create a Customer Profile if the customer is not placing an order?
- A.
Removal from the catalog mailing list
- B.
Providing general product info
- C.
Customer asking about our website
Correct Answer
A. Removal from the catalog mailing listExplanation
A customer profile would be created when the customer requests to be removed from the catalog mailing list. This is because creating a customer profile allows the company to keep a record of the customer's preferences and contact information, which is necessary for managing mailing lists and ensuring that the customer's request is properly processed.Rate this question:
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- 10.
What source code is used to request a catalog?
- A.
DEFCAT
- B.
DEFCATC
- C.
DEFORD
- D.
CATALO
Correct Answer(s)
A. DEFCAT
B. DEFCATCExplanation
The source code used to request a catalog is either DEFCAT or DEFCATC.Rate this question:
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- 11.
If a customer places an order at 2:00 PM on Wednesday and requests 2-day delivery, when should the customer receive the order?
- A.
Friday
- B.
Saturday
- C.
Monday
- D.
Tuesday
Correct Answer
C. MondayExplanation
If a customer places an order at 2:00 PM on Wednesday and requests 2-day delivery, they should receive the order on Monday. This is because the order is placed on Wednesday, which is considered as day 1. The next day, Thursday, is day 2. However, since it is a 2-day delivery, the order will be delivered on the next business day, which is Monday.Rate this question:
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- 12.
If a customer places an order at 9:00 AM on Monday and requests 2-day delivery, when should the customer receive the order?
- A.
Tuesday
- B.
Wednesday
- C.
Thursday
- D.
Friday
Correct Answer
B. WednesdayExplanation
If a customer places an order at 9:00 AM on Monday and requests 2-day delivery, the customer should receive the order on Wednesday. This is because 2-day delivery means that the order will be delivered two days after it is placed, excluding the day of placement. Therefore, if the order is placed on Monday, Tuesday would be the first day, and Wednesday would be the second day, when the customer should receive the order.Rate this question:
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- 13.
What disposition would you use if the customer is calling to check the status on a back ordered item?
- A.
Back Order Inquiry
- B.
Catalog Request
- C.
Billing or Refunds
- D.
Product Inquiry
Correct Answer
A. Back Order InquiryExplanation
The correct answer is "Back Order Inquiry" because when a customer calls to check the status on a back-ordered item, the most appropriate disposition would be to handle their inquiry specifically related to the back-ordered item. This ensures that the customer's concern is addressed and they receive accurate information about the status of their order.Rate this question:
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- 14.
What disposition would you use if the customer is calling to request a Catalog?
- A.
Back Order Inquiry
- B.
Catalog Request
- C.
Billing or Refunds
- D.
Product Inquiry
Correct Answer
B. Catalog RequestExplanation
The correct answer is Catalog Request because when a customer calls to request a catalog, the appropriate disposition would be to fulfill their request by providing them with the catalog they are seeking. This disposition is specific to the customer's request for a catalog and is different from the other options provided, such as back order inquiry, billing or refunds, and product inquiry, which are unrelated to the customer's request for a catalog.Rate this question:
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- 15.
What disposition would you use if the customer is calling to see if a specific item is available and does not end up placing the order?
- A.
Back Order Inquiry
- B.
Catalog Request
- C.
Billing or Refunds
- D.
Product Inquiry
Correct Answer
D. Product InquiryExplanation
If the customer is calling to see if a specific item is available and does not end up placing the order, the most appropriate disposition to use would be "Product Inquiry". This disposition indicates that the customer called to inquire about a particular product and did not proceed with the purchase. It helps to track the nature of the customer's call and provides valuable information for future reference or analysis.Rate this question:
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- 16.
What disposition would you use if the customer receives the incorrect item?
- A.
Return Inquiry/ Instructions
- B.
Return- Warehouse Mis-ship
- C.
Return- Damaged Merchandise
- D.
Hang Up/ Wrong Phone Number
Correct Answer
B. Return- Warehouse Mis-shipExplanation
If the customer receives the incorrect item, the appropriate disposition would be "Return- Warehouse Mis-ship." This indicates that the customer should return the item due to a mistake made by the warehouse in shipping the wrong product.Rate this question:
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- 17.
What disposition would you use if you end up transferring the customer to the Magazine Division?
- A.
Website Complaint
- B.
Referred to Magazines
- C.
Referred to Other
- D.
Hang Up/ Wrong Phone Number
Correct Answer
B. Referred to MagazinesExplanation
If you end up transferring the customer to the Magazine Division, you would use the disposition "Referred to Magazines." This means that you have directed the customer to the appropriate department or team that handles magazine-related concerns or inquiries.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Oct 13, 2014Quiz Created by
Ngsproprof
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