Shipping And Sales: Customer Service Trivia Questions!
Do you work in the shipping and sales customer service department? This trivia questions quiz is perfect for helping you see just how much you understand the field and what is expected of you when it comes to discharging your duties as part of the company. Do give it a try, and be sure to refresh your memory. All the best!
- 1.
The Distribution Center cutoff times could change daily.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The distribution center cutoff times could change daily because various factors can influence the operations and logistics of a distribution center. These factors include fluctuations in demand, changes in transportation schedules, and unforeseen circumstances such as weather conditions or equipment breakdowns. To ensure efficient and timely delivery of goods, distribution centers may need to adjust their cutoff times on a daily basis to accommodate these variables.Rate this question:
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- 2.
Which of these options CAN be a reason that you request a Return Shipping Label (RSL )?
- A.
When the customer did not the receive their RAN/Flex Label email
- B.
When an International Customer (Puerto Rico, Virgin Islands and all other non US countries) wants to return their items.
- C.
When a USA/domestic customer does not have the ability to print a Flex Label.
- D.
When a military base APO/FPO customer would like to return their costume.
Correct Answer
C. When a USA/domestic customer does not have the ability to print a Flex Label.Explanation
When a USA/domestic customer does not have the ability to print a Flex Label, they may request a Return Shipping Label (RSL) as an alternative method for returning their items. This could be due to various reasons such as not having access to a printer or not being familiar with the printing process. By requesting an RSL, the customer can ensure a smooth and convenient return process without the need for printing a label themselves.Rate this question:
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- 3.
Which instance do you NOT need to enter a case note into an order?
- A.
If a customer calls in to track their package.
- B.
If a customer calls in to verify the order was placed.
- C.
If a customer received a damaged costume.
- D.
If a customer was missing an item from their order.
- E.
None of the above, you should put case notes in ALL orders.
Correct Answer
E. None of the above, you should put case notes in ALL orders.Explanation
In this scenario, the correct answer is "None of the above, you should put case notes in ALL orders." This means that regardless of the reason for the customer's call, whether it is to track a package, verify an order, report a damaged item, or complain about a missing item, it is important to enter a case note into the order. This ensures that there is a record of the customer's interaction and any issues or concerns they may have raised. By documenting these details, it helps to provide a comprehensive history of the customer's order and enables better customer service and problem resolution in the future.Rate this question:
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- 4.
After transferring a call to helpline I should leave a case note.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Leaving a case note after transferring a call to a helpline is important as it helps in documenting the details of the call and any actions taken. This note can serve as a reference for future interactions with the caller and also provide a record of the issue and its resolution. It ensures that there is clear communication and continuity of information within the helpline team, enabling them to provide better assistance to the caller.Rate this question:
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- 5.
A customer called to do an exchange. They ordered the Luke Skywalker costume but now their child wants to be Jango Fett. Do we still process it as an exchange?
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
Yes, we still process it as an exchange because the customer wants to exchange the Luke Skywalker costume for the Jango Fett costume. The customer's preference has changed, but they still want to exchange the product for another one.Rate this question:
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- 6.
I have a question for a floorwalker and the closest one to me I don’t know very well, and I don’t think they will have the right answer to my question. The other one I know well is helping someone else nearby. What should I do?
- A.
Raise my hand and ask whoever comes to help me first. All of the floorwalkers are knowledgeable and very able to help us all.
- B.
Tell my customer it may be a moment and put them on hold and wait til my “preferred” floorwalker is done. When they are done helping the other rep I flag them down,
- C.
Raise my hand, get the answer from the other floorwalker, but as they are helping me I see the other floorwalker is free. I flag them down and have them help me now.
- D.
Get up from my desk and interrupt my “preferred” floorwalker while they are helping another rep. They’ll understand because they always help me.
Correct Answer
A. Raise my hand and ask whoever comes to help me first. All of the floorwalkers are knowledgeable and very able to help us all.Explanation
The best course of action in this situation is to raise your hand and ask whoever comes to help you first. This is because all of the floorwalkers are knowledgeable and capable of assisting you. It is not necessary to wait for your preferred floorwalker or interrupt them while they are helping someone else. The priority should be to receive the necessary help in a timely manner, regardless of which floorwalker provides it.Rate this question:
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- 7.
I am working with a customer on their order because of a lot of problems with it. They have to get off the phone because their child just woke up but they want to call back to finish and resolve the issue. They are insisting they want to speak with me directly and no one else. Which option is the best choice in this situation?
- A.
Tell the customer to call me back in 30 min. Give them my name and say they can ask for me specifically.
- B.
Offer to call them back in a certain amount of time. I also advise them in case I don’t get a hold them to try to also call back at some point. I still case note everything in case I don’t get a hold of them.
- C.
Let them know that unfortunately you will not be able to call them back, but you would be happy to send them an email from your personal email to let them know that it has been completed.
- D.
Give them my name and supervisors name and extension. I explain for them to ask for me or my supervisor. I leave clear case notes and send a quick email to my supervisor. Since I may not be able to help them then I know my supervisor will.
Correct Answer
B. Offer to call them back in a certain amount of time. I also advise them in case I don’t get a hold them to try to also call back at some point. I still case note everything in case I don’t get a hold of them.Explanation
In this situation, the best choice is to offer to call the customer back in a certain amount of time. By doing so, it shows that you are willing to assist them and resolve the issue. Advising them to call back as well ensures that they have multiple options to reach you. Taking detailed case notes is important to keep track of the customer's concerns and any actions taken. This option prioritizes the customer's preference to speak with you directly while also providing alternative solutions if necessary.Rate this question:
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- 8.
A customer calls and received their costume damaged. There are spots all over it and the lace on it is torn. They are very upset and clearly, don’t want to deal with a lot of hassle. They want a replacement and I ask them when they need it by. They say ASAP. When I am setting up my replacement order, do I?
- A.
Send it out overnight. They said asap so that must mean they really need it.
- B.
Send it out economy shipping. Theres still plenty of time for them to receive it by Halloween.
- C.
Ask them what date they need it by. They may be agitated but at least I know it will be there in the correct amount of time needed.
Correct Answer
C. Ask them what date they need it by. They may be agitated but at least I know it will be there in the correct amount of time needed.Explanation
The correct answer is to ask the customer what date they need the replacement costume by. Although the customer said they need it ASAP, it is important to clarify the specific date to ensure that the replacement arrives on time. This will help avoid any further disappointment or inconvenience for the customer.Rate this question:
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- 9.
A customer calls and states that they received a voicemail from our company that their pre-sell item was no longer going to be available for them. What are some options can we provide? (Choose all that apply)
- A.
Apologize and issue them a credit on the spot for the pre-sell item.
- B.
Find the customer a different IN STOCK costume that would work for them.
- C.
Refer them to Halloween Express because you're sure they're carrying the item.
- D.
Apologize that the item is no longer available, remove the pre-sell item and ship the rest of the order for them.
Correct Answer(s)
B. Find the customer a different IN STOCK costume that would work for them.
D. Apologize that the item is no longer available, remove the pre-sell item and ship the rest of the order for them.Explanation
The correct answer is to find the customer a different IN STOCK costume that would work for them and apologize that the item is no longer available, remove the pre-sell item, and ship the rest of the order for them. This is the best course of action as it offers a solution to the customer by finding an alternative costume that is available and also addresses the issue of the pre-sell item not being available. By removing the pre-sell item and shipping the rest of the order, the company can still fulfill the customer's order and provide a satisfactory resolution.Rate this question:
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- 10.
A customer from Brazil using his Brazilian credit card is looking to place his order and ship his Halloween items to Florida. Which shipping method do we choose for him?
- A.
Express Shipping so that he can ship his items from Florida to Brazil and still receive his order by Halloween.
- B.
Any shipping method that the customer would like.
- C.
Choose the Brazilian shipping option in the drop down box, and then change the ship to country to United States. Choose any shipping method for the customer.
- D.
We do not accept Brazilian credit cards because we do not ship to Brazil at this time.
Correct Answer
D. We do not accept Brazilian credit cards because we do not ship to Brazil at this time. -
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Current Version
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Mar 18, 2023Quiz Edited by
ProProfs Editorial Team -
Oct 12, 2011Quiz Created by
Anina
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