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1. When a customer calls because the order arrived but it has a lost item it is catalogue as...
A
Missing Item
B
Damaged Item
C
Product Claim level 2 - 3
2. What is the first step that you need to follow when a customer calls because a Missing Item?
A
Just tell the customer I am sorry for that and finish the call
B
Just provide a refund for the complete order
C
Research the order to confirm it is a true Item Missing situation and not a different issue.
3. What is the information that you should ask from the Packing Slip for Item Missing or Wrong Item sent by the Waregouse?
A
Carton ID (US) Box ID (CA)
B
Lot Number
C
Product SKU
4. CSAs may send a replacement based on these SRP thresholds:
A
$150 US, $195 CA
B
500 QV or more
C
$1000 or more
5. You should ask for Probing questions what will be an example of probing questions in this situation?
A
Did you empty the box or someone else? If the order had more than one box, did you check all?
B
Are you sure the item is missing? Do you have it there and just want a free item?
C
Do you know if it is BKO? Did you order this item?
6. Whatr is the Reason Code you should use when you are entering the replacement order?
A
Damaged
B
Lost Order
C
Item Missing
7. What is the shipping timeframe for a Repalcement Order?
A
It should take 24-48 h to process through our warehouse and 2-5 business days for delivery.
B
24-72 business hours
C
24 hours
8. Select the correct image for the Master Packing Slip to locate the Carton ID
A
B
C
9. what will be the correct Disposition for your account documentation for a Missing Item?
A
Replacements > Item Missing
B
Returns>Refund
C
Order> Tracking / Shipping
10. What hotkey you should use for an item missing or a Wrong Item Sent by the Warehouse?
A
rep
B
rnt1
C
ctagsafe
11. What are the KB answers that you will use for Item Missing and Wrong Item sent by the Warehouse?
A
KB ID 2360 and KB ID 2364
B
KB ID 250 and KB ID 184
C
KB ID 3454 and KB ID 3830
12. What is the first step that you need to follow when a customer calls because a wrong item sent by the warehouse?
A
Research the order to confirm it is a true wrong item situation and not a different issue.
B
Just provide a refund for the complete order
C
Non of the above answers is correct
13. what will be the correct Disposition for your account documentation for a Wrong Item Sent by the Warehouse?
A
Replacement>Wrong Item sent...
B
Resignation
C
Returns>Refund
14. When a customer calls because the order arrived but it has a an item not ordered and an item missing this categorized as...
A
Item Missing
B
Damaged Item
C
Wrong Item Sent by the Warehouse