C4C Topics

C4C Topics

Professional Development

9 Qs

quiz-placeholder

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C4C Topics

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Assessment

Quiz

Business

Professional Development

Practice Problem

Easy

Created by

Kayla Atento

Used 7+ times

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9 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

Media Image

What is missing in this category?

Address

Phone Number

Name

Email

2.

MULTIPLE SELECT QUESTION

45 sec • 10 pts

Scenario: A customer calls in with a ticket number that doesn't match their information. How would you search for the customer's correct profile? (Select all that apply.)

Email Address

Phone Number

Full Name

Shipping Address

POP

3.

MULTIPLE CHOICE QUESTION

30 sec • Ungraded

Media Image

Is this sufficient enough to task?

YES

NO

4.

MULTIPLE SELECT QUESTION

30 sec • 10 pts

Before asking an SME or a Supervisor a question, where can you locate unknown information? (Select all that apply?)

Instruction Manual

KB/Stonly

Delonghi Tools/Website

Still Ask w/o Checking

Answer explanation

USE YOUR TOOLS

5.

FILL IN THE BLANK QUESTION

45 sec • 10 pts

Media Image

What in this image is incorrect?

6.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

Where on the website can you find the return address?

Ask an SME

Shipping and Returns

Instruction Manual

FAQ'S

7.

OPEN ENDED QUESTION

1 min • 10 pts

What are the responsibilities of a frontline agent?

Evaluate responses using AI:

OFF

8.

MULTIPLE CHOICE QUESTION

30 sec • 10 pts

Scenario:

  • - Initial interaction: 12/15/23

  • - Information Validated & Ticket Tasked 12/18/23

  • The customer called in today, 12/21/23 regarding an update

  • Would this be considered an escalation?

Yes

No

9.

MULTIPLE SELECT QUESTION

45 sec • 10 pts

What is the policy for Alaska, Puerto Rico, & Hawaii (Select all that apply)

Fully Auto/SPECIALISTA

REFUND if receipt is less than $700

ALL OTHER PRODUCTS

REFUND if receipt is less than $130

Fully Auto/SPECIALISTA

CUT CORD REPLACEMENT if receipt is more than $700

Once returned to our warehouse, replace the unit.