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WorksheetsCustomer Service Test
Total questions: 36
Worksheet time: 1hrs 8mins
What is the life cycle of an order? (write the code and meaning, in order)
How do you know if the color of ink on a pen is black or blue?
Because the item number ends with B for Blue ink and A for Black
Because the item number ends with B for Black ink and A for Blue
Because the item number ends with B for Blue ink and D for Black
Because the item number ends with B for Black ink and D for Blue
How do we know if an order was placed by Customer Service, Sales Rep or Any Online Form?
What are the item prefixes? (code and meaning)
VR is a verification hold as well as:
EK, EE, FV
EA,EK,MV
EK,FV, MV
FV,MV,V6
What is the meaning of EN?
Imprint Change faxed in
Email Changes Received
Imprint changed received by Email
Email with change of item
What carrier do we use to ship the orders?
USPS
FedEX
DHL
UPS
Why is it important to ‘Dispo’ every call?
Which verification holds are released into production in 24 hrs?
VC
EK:
M6
6K
EA
What is the meaning and difference between OC and TE?
What imprint method do we normally use on pens?
Laser Engraved
Hot Stamp
Screen Print
Digital Print
Which holds tells us that an order is a web order pending for review?
WZ
WA
WB
WF
WE
What are the rules when placing different items on a same order?
What does SA and SQ stand for?
SA: Dupe Art - SQ: Dupe Order
SA: Dupe Acct - SQ: Dupe Order
SA: Dupe Order- SQ: Dupe Acct
SA: Dupe Item- SQ: Dupe Order
Which JWalk tab tells us who spoke to the customer date and time?
A. Discode
B. Messges
C. Summary
D. Call History
Which codes tells us that there is a voice recording proof pending to be hear/audited
VH
VM
VT
VX
VF
Hold that tells us the we are waiting for the customer to send us the logo
(a)
What does VC stand for?
Voice Log Complete
Voice Recording
Voice Proofing Done
Verification Complete
What is the standard set up charge and how can we explain the customer this is for
What is the Tariff charge and how can we explain this to the customer?
Stands for proof reading
(a)
Hold code for 'Drop Ship Pending'
(a)
Hold for name list pending
(a)
Hold when item is out of stock, no longer available
(a)
Hold for 'Imprint Question'
(a)
What is the meaning and difference between 11 and 3B?
What is the meaning and difference between TE and OC?
What is the list of information needed when entering a VJ order?
List the standard process of a logo starting from 07 as a firs time:
What is the greeting script when answering a call?
What must you always say towards the end of the call?
Thank you , Next
Thank you for calling
It was great talking to you :)
Is there anything else I can help you with?
What is the difference between VJ and VB?
What should you always have when talking to a customer? :)
A smile
Pen and paper
Music
Water
List the hold process of a text logo
QSN means:
Quality Service Number
Quick Service Number
Quality Special Number
Quick Special Number
Bonus:
List the Credit card type and letter code for each starting number:
· 4 ____=__________
· 5____=__________
· 3____=__________
· 6____=__________
