Pop Quiz EB1128

Full Name (First Name, Last Name)

Employee ID

TL Name (First Name Last Name)

Alice placed an order on 11/07/2021 and it shipped out on 11/10/2021 from Tulsa. Based on the tracking number the package is On the Way 11/12/2021. Alice is calling today (12/01/2021) and wants to get an update on the order. What will you do to assist Alice?

• Use the queue wizard and select did not receive anything

• Offer to refund the package

• If the Queue Wizard resulted as Automation=No, advise the customer that she will receive an email within 5 days of the outcome.

• If the Queue Wizard resulted as Automation=No, advise the customer that she will receive an email within 48 hours of the outcome.

Amelie purchased the Tommy Hilfiger Sport Oversized Boyfriend Sweatshirt Navy, size S (UPC 195105622728) on Cyber Monday for $23.80. She wants to repurchase it today (12/01/2021) as a gift to her younger cousin. Can we honor the same price?

• Yes, Policy Adjustment

• Yes, Price Adjustment

• No. We honor the sale site price.

• No, offer a promo code instead.

Jenny is complaining that she did not receive her package when she paid for express shipping. Upon careful review, you noticed that the package is returning to Joppa, MD and estimated delivery is on 12/02/2021. What will you do to assist Jenny? (Select all that applies).

• Offer to waive the express shipping fee.

• Report the Shipment and select No “Did the customer receive anything?”

• Offer to place a new order and honor the new price.

• Partner with MOD to send an Accommodation Order.

Kara received the email with the tracking number 1Z1Y40F50305986769. However, UPS website shows that the tracking number cannot be located. The item left the warehouse on 11/29/2021 and shipping speed is standard delivery. There is also a predicted delivery date on the order, which is on 12/09/2021 but according to the shipping status the estimated delivery date is on 12/06/2021. What will you advise Kara?

• Shipped out on 11/29 and 6^th bd is on 12/08

• Predicted delivery date 12/09

• Estimated delivery date 12/06

Tricia placed an order for a Sam Edelman Woman’s Nina Lace up Boots for $160.00 on 11/29/2021. She noticed today (Dec 1, 2021) on Nordstrom Rack that the same shoes with the color and size she purchased is on sale for $89.97. Can we honor the price and adjust it?

• Yes – Merchandise on Sale 10-day policy

• No – Not approved retailer

• Yes – Approved retailer

• Yes – Price Adjustment

Cortney placed an order on 11/26/2021. She’s asking for an update on electric air fryer and Kombucha kit. It left Tulsa, OK Warehouse on 11/28/2021 and shipping speed is on standard delivery. You noticed that there is a predicted delivery date of 12/08/2021. But the tracking number also shows estimated delivery date of 12/03/2021. Which date will you provide to Cortney?

• predicted delivery date of 12/08/2021

• estimated delivery date of 12/03/2021

• shipped out on 11/28, 6^th bd is on 12/06

Ruth is a platinum cardholder and she is wondering why there is a shipping fee of $10.00 charged on her order. Her shipping address is in Guam and the item is coming from Erie Store in Eagle Rock Plaza, Los Angeles, CA. How will you assist Ruth? (Select all that applies)

• $10.00 is not a shipping fee but a surcharge fee due to the shipping address.

• Since the item is coming from the store, this is a valid charge.

• Items coming from local store we can waive if it is going to Guam, Hawaii and Puerto Rico.

• Waiving for surcharge fee will need approval from RSD/LOD