Customer Service: Shipping And Sales Trivia Quiz Questions!

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Quizzes Created: 50 | Total Attempts: 22,297

Questions: 12 | Attempts: 563 | Updated: Mar 20, 2023

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Customer Service: Shipping And Sales Trivia Quiz Questions! - Quiz

Welcome to the customer service trivia quiz on shipping and sales! Customer service is an important part of a business as it is the group that deals with issues that clients have when it comes to their order or something that goes wrong from the time, they purchase it to the time they use it. This group can also help in improving business coverage. Take this test and see if you are a valued addition to the company.

Questions and Answers

1.

Pre-Sell Complete means the order has been processed and shipped. There will be a tracking # and you can track the progress of the order.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
PRE-SELL COMPLETE means the pre-sell item has come in and we are processing the order to allocate the pre-sell item to the order AND to charge the customer for their order. (Pre-sell complete DOES NOT mean the order has shipped; there is no tracking #; without a tracking # the order hasn’t shipped yet.)

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2.

Shipping costs are calculated AFTER coupons have been applied so if the coupon takes the cart total down a threshold level then the cost of shipping goes up.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The explanation for the given correct answer is that shipping costs are indeed calculated after coupons have been applied. This means that if a coupon is used to lower the cart total below a certain threshold level, the cost of shipping may increase. This is because the threshold level may be set to qualify for free or discounted shipping, and if the coupon reduces the total below that threshold, the regular shipping cost may apply. Therefore, the statement is true.

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3.

A customer calls in and states that they would like to track their order and see where their package is located. What do you include in this customer's case note?
- A.
  
  Why the customer called, where the package is located when the customer is expected to receive the package and any other important information that may be helpful for the next CSR that may open this order.
- B.
  
  It is not necessary to put a case note into this order, the customer does not need a replacement, credit, trace or any other related work item.
- C.
  
  Very brief and little detail about why the customer called. All we want to know is that they did call, not necessarily what the call was about and what you did to help the customer.
Correct Answer
A. Why the customer called, where the package is located when the customer is expected to receive the package and any other important information that may be helpful for the next CSR that may open this order.

Explanation
The customer called to track their order and locate their package. Including this information in the case note is important as it helps the next customer service representative to have a clear understanding of the customer's request and provide accurate assistance. Additionally, noting the current location of the package and the expected delivery date helps to keep track of the order's progress and provide updates to the customer if necessary. Including any other important information can also help ensure a smooth continuation of the customer's inquiry.

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4.

As a Customer Service Representative, I am NOT allowed to park in the North Parking Lot and enter through the Distribution Center Associate Entrance.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
You all have now been given full access to the "new" North lot en-trance. To use the North parking lot please enter and leave our campus from Small Road.

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5.

During our busy season, how long could it take for a return credit to be processed for a customer?
- A.
  
  3-5 business days
- B.
  
  14 days
- C.
  
  Up to 5 weeks
- D.
  
  Up to 4 weeks
Correct Answer
D. Up to 4 weeks

Explanation
During the busy season, it can take up to 4 weeks for a return credit to be processed for a customer. This longer processing time may be due to the high volume of returns and the increased workload for the processing team. It is important for customers to be aware of this extended timeframe and to plan accordingly when expecting a return credit.

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6.

A customer would like to initiate a return because the item that she received was damaged. After you initiate the return for the customer you MUST request a credit for the shipping cost because the item was damaged and the customer should not be charged for this.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
•All customers must go through the entire returns process BEFORE we credit their account. You should never request a credit prior to us receiving their return. If you would like the returns department to credit the customer in full, please enter that into a case note.

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7.

A customer that is sending back an item for an exchange will be refunded for the cost of goods on their original order when return is processed.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
When a customer sends back an item for an exchange, they will be refunded for the cost of the goods on their original order when the return is processed. This means that the customer will receive the money they initially paid for the item they are returning, which will be deducted from the cost of the exchanged item.

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8.

Leaving work when ill does not count as an occurrence.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Leaving work when ill does count as an occurrence.

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9.

You can help a customer make a substitution for a zero picked item by:
- A.
  
  Emailing Abi
- B.
  
  Canceling the order and placing a new one
- C.
  
  Using the line item update button
- D.
  
  Calling ext 8503
Correct Answer
C. Using the line item update button

Explanation
The line item update button allows you to make changes to specific items in an order, including substituting a zero picked item. This means that you can easily replace the out-of-stock item with a suitable alternative without canceling the entire order or contacting someone else for assistance. By using the line item update button, you can efficiently help the customer and ensure that their order is processed smoothly.

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10.

If there is a trace investigation on an order, when will the customer receive a credit if that is what they prefer?
- A.
  
  Upon completion of trace
- B.
  
  3-5 business days
- C.
  
  When UPS gives the green light
- D.
  
  6-8 business days
Correct Answer
A. Upon completion of trace

Explanation
When there is a trace investigation on an order, the customer will receive a credit upon completion of the trace. This means that once the investigation is finished and the necessary information has been gathered, the customer will be eligible to receive the credit they prefer. The exact timeline for receiving the credit may vary depending on the specific circumstances and processes involved, but it will generally be done upon completion of the trace.

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11.

In an unsuccessful transaction who actually rejects the transaction?
- A.
  
  CyberSource
- B.
  
  BuySeasons
- C.
  
  The financial institution
- D.
  
  None of the above
Correct Answer
C. The financial institution

Explanation
In an unsuccessful transaction, the financial institution is the one who rejects the transaction. This is because the financial institution is responsible for verifying the transaction and ensuring that it meets the necessary requirements and security measures. If the transaction is deemed to be suspicious or fraudulent, the financial institution has the authority to reject it in order to protect the account holder and prevent potential financial losses.

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12.

A customer from Canada calls in and you find that she needs a replacement order. What shipping method are we able to use for her?
- A.
  
  Canada Post
- B.
  
  Worldwide Express (1-3 Business days
- C.
  
  Worldwide Expedited (2-5 business days).
- D.
  
  UPS Express Saver
Correct Answer
D. UPS Express Saver

Explanation
UPS Express Saver is the shipping method that can be used for the customer from Canada who needs a replacement order.

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Current Version
Mar 20, 2023

Quiz Edited by
ProProfs Editorial Team
Oct 18, 2011

Quiz Created by
Anina

Customer Service: Shipping And Sales Trivia Quiz Questions!

Pre-Sell Complete means the order has been processed and shipped. There will be a tracking # and you can track the progress of the order.

Shipping costs are calculated AFTER coupons have been applied so if the coupon takes the cart total down a threshold level then the cost of shipping goes up.

A customer calls in and states that they would like to track their order and see where their package is located. What do you include in this customer's case note?

As a Customer Service Representative, I am NOT allowed to park in the North Parking Lot and enter through the Distribution Center Associate Entrance.

During our busy season, how long could it take for a return credit to be processed for a customer?

A customer would like to initiate a return because the item that she received was damaged. After you initiate the return for the customer you MUST request a credit for the shipping cost because the item was damaged and the customer should not be charged for this.

A customer that is sending back an item for an exchange will be refunded for the cost of goods on their original order when return is processed.

Leaving work when ill does not count as an occurrence.

You can help a customer make a substitution for a zero picked item by:

If there is a trace investigation on an order, when will the customer receive a credit if that is what they prefer?

In an unsuccessful transaction who actually rejects the transaction?

A customer from Canada calls in and you find that she needs a replacement order. What shipping method are we able to use for her?