RedMart Week29 Quiz

Categorize the severity of the complaint.

Verbatim Complaint: "I vomited after drinking the milk"

• Minor quality issue

• Major quality issue

• Critical quality issue

Jane is complaining on the white particles found in the Dasani drinking water. Where do you escalate this?

• SST

• Catgory Manager

• JIRA - FSQA

Rico informed you that he has missing items worth $35. The container status is missed to load and contains all items that Rico has reported. Should you offer a refund for the missing item?

• No, because we need to conduct an investigation first

• Yes, after I have gotten an approval from my supervisor

• Yes, I can process a refund for missing item irregardless of the amount as long as the customer have not been frequently asking for a refund

Lavone contacted and wanted to know regarding the free delivery with Foodpanda, what will you be advising her regarding this concern?

• Advise Lavone that she will get 8 Free delivery of $3 each for Foodpanda orders above $20

• Inform the customer that for every order worth $60 will be delivered for free every time she orders.

• Educate Lavone that she will have 10 Free delivery of $5 each for Foodpanda orders above $20

The delivery representative must wait _____ minutes before marking an order as "No Show"?

• 10 minutes

• 5 minutes

• 15 minutes

As a customer associate, how can we attach a photo that has been provided in Zendesk for our JIRA escalation?

• Under attachment, CCS needs to select/click the picture and make sure it is highlighted before clicking create issue

• Once we click "copy field from ticket" it will automatically be attached

• Under attachment, don't need to click the picture and it will be highlighted > create issue

Vincent found some metal pieces in the frozen beef (worth $50) that she purchased two weeks ago. You have informed her of the seven days policy. However, he is unhappy because it is a frozen item. What should you do next?

• Apologize and stay firm. It is our policy, and we can't do anything about it

• Apologize and inform her that you will escalate this to our quality team for a review and prevention. You will get back to him in 3 business days.

• Apologize and ask approval to process a refund to make the customer happy

Randy was expecting his delivery between 4 and 6 PM. He called in at 6:15 PM and asking where is delivery is. There was no SMS extension sent as per DM.

• Apologize and inform Randy to patiently wait for his delivery.

• Apologize and inform Randy to wait until 7 PM and reach back to us if he still does not receive the order.

• Apologize and inform Randy that we will reach out to our dispatch team and get back to him in 20 to 30 minutes.

How much will Ysa be charged for the LiveUp membership after the expiration date which will be on August 1, 2019?

• Educate the customer that the annual charge for the 1st year will the $28.80 and that she will be notified 5 days before the expiration date so she may cancel if she wishes to.

• Inform her that the updated charge is for $59.90 annually yet she has an option to change it to a monthly subscription for $5.99

• Advise Ysa that the updated charge will be for $59.90 annually but she may select the monthly subscription for $4.99

Lulu received an Oreo Vanilla Cream Filled Chocolate Sandwich Cookies Multipackthat is 30 days close to its expiration date. The freshness guarantee indicated on the website is 8 weeks. She called CS to inquire why does Redmart deliver these products and would like to have this replaced. How can you help the Lulu?

• Process the refund immediately

• Ask Lulu to take a photo of the item and have it returned to us

• Advise Lulu about the freshness guarantee