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WorksheetsRedMart Quiz Week 30
Total questions: 10
Worksheet time: 30mins
As a customer associate, how can we attach a photo that has been provided in Zendesk for our JIRA escalation?
Once we click "copy field from ticket" it will automatically be attached
Under attachment, don't need to click the picture and it will be highlighted > create issue
Under attachment, CCS needs to select/click the picture and make sure it is highlighted before clicking create issue
Madonna is asking why she was charged for the delivery of her order when she is a LiveUp member. Given the details below, what will you inform the her?
Item name: Urban Fresh Premium Red Seedless
Price: $38.80
Inform Madonna that you will be coordinating with our Finance team to process a partial refund of $5.99 for the shipping fee that was charged from her.
Offer a voucher worth $5.99 to cover the shipping fee that was charge to the customer since she should have a free delivery.
Educate the Madonna the reason why she was charge is because she needs to spend $40 Redmart items to avail the free delivery as a LiveUp member.
When does RedMart send an order confirmation to customers?
Once the customer clicks on checkout
Once RedMart processes the order
Once the payment for an order successfully captured
How do we notify the out of stock items to customers?
Delivery notes - it will not be included in the list
Delivery representative will inform the customer
Email notification - refund of out of stock items
Select the correct contact reason.
Item Name: Meiji Fresh Milk 2L
Date of Delivery: 21 July 2019.
Freshness Guarantee (FG): 5 days
Expiry Date: 27 July 2019.
Verbatim: "How am I going to finish 2L of milk in 6 days?"
I am looking for product feature details
What is the expiry date?
Close to expiry
Marj is asking about the freshness guarantee for the item below. What will you inform her?
Item name: Hokkaido Fresh Milk
Price: $6.60
None
10 days
5 days
Angel is asking why he was charged for $3.99 for the shipping fee. Given the items below for his order, how will address Angel’s inquiry?
Item name:* (3)RedMart Sliced Wholemeal Bread
* (5)RedMart Shredded Mozzarella and Cheddar
*(3)Jif Reduced Fat Creamy Peanut Butter
Inform Angel that there might be some system error and we will need escalate to our TL first.
Escalate to your TL to request for a voucher to cover for the shipping fee that was charged to the customer.
Educate the customer that since he is not a LiveUp member, for him to get a free delivery, the minimum spend should be $60 and above.
Categorize the severity of the complaint. Verbatim Complaint: "7 out of 10 eggs are broken."
Minor quality issue
Critical quality issue
Not a quality issue
Bree called in because she just placed an order and would want to change the delivery address, what will be the resolution that we can advise her?
Definitely, can you please confirm your new address for me to update it.
We can't update your address, but you may change it in your end by logging in to your Lazada account and updating it in your end.
We can go ahead and cancel your order for you to place a new order with the right address
Michael’s delivery time slot is from 4 pm to 6 pm. She received an extension message at 5:59 pm to notify her that there will be a 45 minutes extension. She can't wait for the delivery because she has another appointment. What will you advise?
Apologize and advise Michael to wait and there is nothing you can do about it.
Apologize and inform Michael to cancel it after we sent her an unsuccessful delivery message.
Apologize and inform Michael that she can contact us back to reschedule the delivery after she has received an unsuccessful delivery message.
