Service After The Sale-ghost
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 given statement suggests that the "Customer Care" and "Internet" tabs are the most frequently accessed tabs by the department mentioned. Therefore, the correct answer is true, indicating that the statement is accurate.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 tab located under Customer Care where you can toggle between BC and CE to create orders is Customer Orders.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
Saturday Delivery is not available everywhere in the United States. Some areas may not offer this service or may have limited availability. Therefore, the statement that Saturday Delivery is available anywhere in the United States is incorrect.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 whenever you touch an order or speak with a customer. This helps to keep a record of the interactions and any important information related to the order or customer. It also helps to provide a reference point for future interactions and to ensure effective 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, which is a unique identifier given to a customer when they request to return a product. This number helps the company track and process the return efficiently, ensuring that the customer receives their refund or replacement in a timely manner.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 is false because Flex Label is not available 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. The first option is to provide the customer with a credit, which can be used towards a future purchase. The second option is to send a replacement order to the customer, ensuring that they receive the missing items. Lastly, the customer service team can check with the post office to see if there was any issue with the delivery or if the missing items can be located. Another option, not mentioned in the answer choices, is to offer a parts and pieces request, which involves sending only the missing parts of an item instead of a full replacement.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
The first thing we should do if a customer calls in stating they received a damaged item is to apologize. Apologizing shows empathy and acknowledges the customer's frustration or inconvenience. It helps to build trust and shows that we take their concerns seriously. Apologizing also sets the tone for resolving the issue and reassures the customer that we are committed to providing a satisfactory solution.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 inspect the package and assess the extent of the damage. Holding on to the package for this duration also gives them enough time to contact the carrier and file a claim for the damage. By waiting for 10 days, the customer can ensure that they have all the necessary information and evidence to support their claim.Rate this question:
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- 11.
It is okay to exchange an item.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement suggests that it is acceptable or permissible to exchange an item, implying that there are no restrictions or consequences for doing so.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
When a customer is requesting a credit for a coupon they forgot to use, the first tab to look at while checking the order is the "Discounts" tab. This is because the coupon would have been applied as a discount on the order, and by checking the "Discounts" tab, we can verify if the coupon was indeed applied or not. If it was not applied, then a credit can be issued to the customer.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 require manual review and approval before the customer's card is credited.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
You can use the "Customer Orders" and "Order Search" buttons as alternatives to the Customer Care tab. These buttons provide access to the same information and functionalities as the Customer Care tab, allowing you to view and manage customer orders and search for specific orders. The other options listed, such as "Return Search," "Saturday Delivery," and "Advance Item Lookup," are not related to customer care and do not provide the same capabilities as the Customer Care tab.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 because the investigation is still ongoing and the issue has not been resolved yet. Therefore, the statement 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
To receive a credit for an omitted coupon, it is necessary to add the coupon code into the case note. This implies that simply requesting a credit without providing the coupon code in the case note will not be sufficient. Therefore, the statement "True" is the correct answer as it accurately reflects the requirement to include the coupon code in the case note when requesting 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%.Rate this question:
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Current Version
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Mar 19, 2023Quiz Edited by
ProProfs Editorial Team -
Jul 20, 2011Quiz Created by
Anina
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