QUIZ 1-8-23

The customer asked about the delivery of the order. If the order is outside the shipping timeframe and the courier has an update, what should be your response?

• Send Didn't Arrive Macro

• Send Tracking support macro

• Send Still in transit macro

• Escalate to long processing.

The customer contacted complaining about the foundation that was cakey on the skin and said she was already 60 years old.

• Send cakey macro

• Escalate to cosmetics

• Escalate to Diversity

• Send shade exchange option

The customer asked for the replacement of the code (DS20-ANVBEKNN) since the forgot to use it before it expire. What should we advise the customer?

• Process code replacement

• Send code exchange macro

• Escalate to TL for approval of replacement

• Advise the customer that the code was not eligible for exchange

The customer requesting for the cancellation of one of the duplicate

orders. Upon checking, the customer uses two different codes on each orders. What should the agent do?

• Send cancel order

• Advise the customer that she will receive 2 orders. Advise to return the other one to avoid charges

• Process cancellation on the one order

• Advise the customer that she used two different code and not eligible for cancellation.

The customer contacted within trial but responded after 2weeks. Already charged on the option we've provided.

• Send No option

• Still honor the option and process TryOn Reorder; refund/ cancel initial

• Still honor the option and process free order. Still advise that they have 14 day trial

• Escalate to long pre auth

The customer used BOGO code but received only 1 item. You have checked, and the customer only placed 1 item. What should agent do?

• Send missing item macro

• Process replacement for the missing item

• Advised customer about the policy and how to use BOGO code.

• Send E-gift code help

The customer asking for Gift Card/ coupon/ discounts.

• Escalate to TL for approval

• Advised to subscribe to newsletter promo.

• Send $15 dollor as a one time courtesy

• none of the above

The customer was satisfied on the order she received and requested to be charged right away. What should the agent do?

• Click Payment Capture in magento to process the payment

• Advised to wait for the 14day trial/ 30days

• Escalate to TL to process the payment

• All of the above

The customer was asking why she got two different charges for SF. One is $7.90 (previous order) and $6.00 (most recent order).

• Advised of the new SF price

• Advise about the inflation rate

• Advise about shipping price differs for Try Before You Buy and regularly purchased products

• Non of the above

The courier sent an email and iinquiring about the customer new address. What should the agent do?

• Provide the customer address from magento.

• Contact the customer thru new email.

• Provide the contact number of the customer

• all of the above