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WorksheetsNew Order: Refesher Part 1
Total questions: 20
Worksheet time: 2hrs 40mins
On the Clouds of Softness rating, what is Cloud #2?
So Soft
Ultimate Softness
Heavenly Soft
Which key number series is used for our internet only items?
900
800
700
600
Which key number series is used for our prospect catalog?
100
200
300
400
Internet Orders download every hour.
True
False
What new payment method can customers use online?
PayPal
Visa
Apple Pay
Stripe
Can you use PayPal in Quick Order?
Yes
No
In Condor, what is the payment code for PayPal?
15
3
16
4
Who helps in selecting new products that our customers will love?
IT
E-Commerce
Creative Production
Buyers
How many types of calls do we handle?
4
2
3
5
What is the term for the FedEx address suggestion box?
Soft Fail
Hard Fail
Auto Fail
What is the term for the address verification warning box that appears when the an address is not valid?
Soft Fail
Hard Fail
Auto Fail
What does SPT stand for?
Standard Processing Times
Standard POS Time
Standard Shipping Time
Standard Time in Transit
It is not that important to upsell during an order call.
True
False
We should always answer ___ of the customer's questions.
All
Some
Most
A couple
A customer ordered and received the wrong size or color of an item what should you offer first?
An IR
A Traditional Exchange
Place a New Order
If a customer has returned an order/item to us but has not received a refund or replacement, what should you do?
Re-Track the return and probe the customer
Automatically IR the order
Don't do anything
What does the "Y" at the end of the key number stand for?
No store in their area
There is a store in there area
There is a store coming soon in their area
If an item is not available in the color and/or size the customer wants it in, what should you do?
Let the customer know and proceed with the order
Let the customer know it is not available and offer another color/size/item
We should ____ on every order call.
Delight the customer
Verify all information
Upsell
All of the above
What should you do at the beginning of every call?
Brand the call and announce your name
Say Hello
Ask the customer how you can help them
Ask the customer for their order number
