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PST Week 3 Review

Authored by Jille Laurente

Professional Development

Professional Development

Used 1+ times

PST Week 3 Review
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10 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What automatically populates when you're receiving a call?

Consumer Profile

Interaction

Case

Knowledge Article related to concern

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The customer is calling because she left her umbrella at the store. What documentation process will you follow?

Interaction

Interaction to Case

No interaction needed

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True or False? Customer 8594574328 has an in-progress reward aside from the “spend a dollar earn 10 points”.

True

False

Maybe

Account can't be found

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The customer called in and says, "How many Sorry Games are on the shelf?". How would you assist the customer?

Assist customer to search for the product

Transfer customer to the appropriate the department

Provide the phone number of the department to the customer

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How many days from the purchase date can a customer get a duplicate receipt from us if they used a check as a payment method?

19

20

21

None of the above

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How would you assist the customer if they left their keys at the store?

Transfer to Store Director

Advise to go to the Service Desk

Transfer to Service Desk

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True or False: We shouldn't create a consumer profile for the caller if they're just calling on behalf of the owner of the mPerks account.

True

False

Maybe

None of the above

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