Service After The Sale-bats
Please answer the questions on "Service After the Sale".
Questions and Answers
- 1.
In Opus, the "Customer Care" and "Internet" tabs are the most used by this department.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that the "Customer Care" and "Internet" tabs are the most frequently used by a particular department in Opus. This implies that the department relies heavily on these tabs for their work or tasks.Rate this question:
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- 2.
What tab located under Customer Care are you able to toggle between BC and CE to create orders?
- A.
Order Review
- B.
Blood Hound
- C.
Order Search
- D.
Customer Orders
Correct Answer
D. Customer OrdersExplanation
The correct answer is Customer Orders. This tab, located under Customer Care, allows you to toggle between BC (Business Center) and CE (Customer Experience) to create orders. This means that you can switch between the two systems to create orders depending on your needs.Rate this question:
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- 3.
Saturday Delivery is available anywhere in the United States.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement "Saturday Delivery is available anywhere in the United States" is false. Saturday Delivery may not be available in all areas of the United States. Delivery options and availability can vary depending on the location and the specific shipping carrier or service being used.Rate this question:
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- 4.
Anytime you touch an order or speak with a customer, it's always necessary to create notes on the account.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Creating notes on the account is necessary because it helps in keeping a record of any interactions or actions taken regarding the order or customer. These notes can be useful for future reference, tracking progress, resolving issues, and providing a comprehensive history of the customer's account. It ensures that all relevant information is documented and easily accessible to anyone who may need it, improving communication and customer service.Rate this question:
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- 5.
"RAN" stands for?
Correct Answer
Return Authorization NumberExplanation
"RAN" stands for Return Authorization Number. This is a unique identification number that is assigned to a product or item that is being returned to a seller or retailer. The purpose of the RAN is to track and manage the return process, ensuring that the item is properly documented and processed. The RAN helps to streamline the return process and ensures that the return is handled efficiently and accurately.Rate this question:
- 6.
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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- 7.
You can also use a Flex Label in Canada.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement "You can also use a Flex Label in Canada" is false. A Flex Label is not available or usable in Canada.Rate this question:
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- 8.
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. First, the customer can receive a credit for the missing items, which means they will be refunded for the cost of those items. Second, a replacement order can be made for the missing items, ensuring that the customer receives the items they originally ordered. Lastly, the customer can make a parts and pieces request, which means they are requesting the specific missing parts or pieces rather than a full replacement order.Rate this question:
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- 9.
What is the first thing we should do if a customer calls in stating they received a damaged item?
Correct Answer(s)
ApologizeExplanation
If a customer calls in stating they received a damaged item, the first thing we should do is apologize. Apologizing shows empathy towards the customer's situation and acknowledges their dissatisfaction. It is a way to express regret for any inconvenience caused and to assure the customer that their concern is being taken seriously. Apologizing sets the tone for a positive customer service experience and opens the door for further assistance or resolution of the issue.Rate this question:
- 10.
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 assess the damage, contact the carrier, and file a claim if necessary. It also gives the carrier enough time to investigate the damage and provide a resolution. Holding on to the package for a longer period ensures that the customer has sufficient time to address the issue and receive compensation if needed.Rate this question:
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- 11.
It is okay to exchange an item.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Exchanging an item refers to the act of returning a product and receiving a replacement or a different item in return. This statement suggests that it is acceptable or permissible to engage in this practice.Rate this question:
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- 12.
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
The correct answer is "Discounts." When a customer requests a credit for a coupon they forgot to use, the first tab to look at is the "Discounts" tab. This tab will provide information about any discounts applied to the order, including coupons. By checking the discounts tab, we can verify if the customer's claim is valid and determine if a credit should be issued.Rate this question:
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- 13.
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 may need to go through a verification process or be reviewed by a manager before the customer's card is credited. Therefore, the statement is not accurate.Rate this question:
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- 14.
Which "Quick Launch" buttons can you use as an alternative to the Customer Care tab? Choose all that apply.
- A.
Return Search
- B.
Customer Orders
- C.
Order Search
- D.
Saturday Delivery
- E.
Advance Item Lookup
Correct Answer(s)
B. Customer Orders
C. Order SearchExplanation
The "Customer Orders" and "Order Search" buttons can be used as alternatives to the Customer Care tab. These buttons likely provide similar functions and access to information related to customer orders and order searches.Rate this question:
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- 15.
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 an issue or problem with the order that needs to be resolved. In such cases, it is unlikely that the customer would be credited right away. Instead, the investigation would need to be completed first to determine the cause of the issue and the appropriate resolution. Therefore, the statement that you can credit the customer right away if you have requested a trace investigation on the order is false.Rate this question:
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- 16.
You need to add the coupon code into your case note when requesting a credit for an omitted coupon.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When requesting a credit for an omitted coupon, it is necessary to add the coupon code into the case note. This suggests that the coupon code is a crucial piece of information that needs to be included in the request. Therefore, the statement "True" indicates that adding the coupon code is indeed required when asking for a credit for an omitted coupon.Rate this question:
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- 17.
What is the maxium amount I can credit the customer?
- A.
10%
- B.
20%
- C.
50%
- D.
100%
Correct Answer
C. 50%Explanation
The maximum amount that can be credited to the customer is 50%. This means that the customer can receive a credit of up to half of the original amount. It is important to note that this answer assumes there are no specific limitations or restrictions mentioned in the question.Rate this question:
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Jul 20, 2011Quiz Created by
Anina
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