KC 39
Quiz
•
Professional Development
•
Professional Development
•
Medium
+10
Standards-aligned
Melinda Mejia
Used 6+ times
FREE Resource
Enhance your content in a minute
10 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
5 mins • 1 pt
Which of the following are correct in terms of ZTP to capture possible escalations for BOTH EMAILS and CALLS? (Select all that apply)
Failure to Escalate Customer Contact - when it needs legal attention
When callers are claiming that the product they received is faulty and could possibly cause injury or damage to property and we took responsibility or acknowledged that it is indeed a miss or a product issue on our end.
Profanity / Being rude to the customer (using foul words while conversing with the customer via call, BM, DM, etc)
Raise to Brand Channel
Tags
Professional development
ZTP
2.
MULTIPLE SELECT QUESTION
5 mins • 1 pt
What are the steps when handling Personal Injury Property damage? (Select all that applies)
Identify if the message is the type of safety concern that requires escalating to the Thrasio team. If you are unsure if the issue requires Thrasio attention, please ask your shift point of contact, COA or Erin.
If the message is a safety concern as described above, please send all details that you have from the customer to the brand manager, COA, and Erin via slack.
Use the following template to respond to the customer while the Thrasio team drafts the appropriate response.
Tagged as NRN.
Tags
Professional development
3.
MULTIPLE SELECT QUESTION
5 mins • 1 pt
You received a call and you noticed that the brand is not part of brands you handle in your pod. What's your best action plan for this?
Answer the call and advise the customer to callback.
Answer the call and tell the customer that a representative will call them back. Inform the CS assigned for this brand with the customer's phone number.
Transfer the call to the CS assigned to that brand.
Don't answer the call since you don't handle the brand.
Answer the call and continue assisting the customer.
Tags
Professional development
call handling
4.
MULTIPLE SELECT QUESTION
5 mins • 1 pt
When reporting PRISM tickets, which of the following steps are applicable? Select all that apply.
We need to validate the request with our respective Pod Leads.
We need to raise it to the Marketing Channel and tag the appropriate Thrasio team.
We need to raise it to the Brand DTC Channel and tag the appropriate BM and COA.
We need to attach a screenshot of the Ameyo/ZD ticket since not all members of our Thrasio team has access to our Ticketing Systems.
Tags
Professional development
brand manager
5.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
True or False: The new format for Injury & Property Damage Escalations can also be used for Customer Issue Escalations for all brands.
TRUE
Maybe
FALSE
Tags
Personal injury
Professional development
6.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
A customer called in to cancel her order. The order can still be canceled in Shopify and the representative canceled the order that triggered a refund. What is the correct tagging for this scenario?
Cancellation Request
FBA / Shipping -Where's My Item?
Refund
Product Question - Post-purchase
Tags
Cancel order
Professional development
7.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
True or False: Escalate any invoices related to a property damage or injury claim to the brand channel if the monday.com form has already been filled out. The COA team will handle it from there.
MAYBE
TRUE
FALSE
Tags
pro
Property damage
Access all questions and much more by creating a free account
Create resources
Host any resource
Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever
or continue with

Microsoft
%20(1).png)
Apple
Others
Already have an account?
Similar Resources on Wayground
15 questions
SQL Statements and Queries
Quiz
•
Professional Development
10 questions
ESL Vocabulary: Technology 1
Quiz
•
University - Professi...
10 questions
INTO Artificial Intelligence
Quiz
•
University - Professi...
11 questions
Term 1 Reflection
Quiz
•
KG - Professional Dev...
12 questions
Communication and Sales by Vishal Jaiswal
Quiz
•
KG - Professional Dev...
15 questions
Repair Quiz
Quiz
•
Professional Development
10 questions
EP Spirit to Support 800 by achieving Target Zero
Quiz
•
Professional Development
10 questions
Business Networking Care 3 Topic 3.1
Quiz
•
Professional Development
Popular Resources on Wayground
15 questions
Fractions on a Number Line
Quiz
•
3rd Grade
20 questions
Equivalent Fractions
Quiz
•
3rd Grade
25 questions
Multiplication Facts
Quiz
•
5th Grade
54 questions
Analyzing Line Graphs & Tables
Quiz
•
4th Grade
22 questions
fractions
Quiz
•
3rd Grade
20 questions
Main Idea and Details
Quiz
•
5th Grade
20 questions
Context Clues
Quiz
•
6th Grade
15 questions
Equivalent Fractions
Quiz
•
4th Grade
Discover more resources for Professional Development
20 questions
Black History Month Trivia Game #1
Quiz
•
Professional Development
100 questions
Screening Test Customer Service
Quiz
•
Professional Development
20 questions
90s Cartoons
Quiz
•
Professional Development
10 questions
Reading a ruler in Inches
Quiz
•
4th Grade - Professio...
16 questions
Parallel, Perpendicular, and Intersecting Lines
Quiz
•
KG - Professional Dev...
12 questions
Valentines Day Trivia
Quiz
•
Professional Development
