WorksheetsWeek 6: Post Training Quiz
Total questions: 8
Worksheet time: 40mins
Account Health: What is the page called in SC where you can see the seller feedback?
VOICE OF THE CUSTOMER
Feedback Manager
SELLER FEEDBACK
NONE OF THE ABOVE.
Customer profile: 70 years old / bought her cloud massager 3 years ago, the left leg of her cloud massager stopped working. What is your first step?
Offer full refund.
Ask probing questions and try to troubleshoot over the phone.
Send her a free replacement
Mark as NRN
Call Flow: Which part of Practicing CARE does this sample statement belong to?
"I would feel the same in your situation, but no worries we will sort this out."
C - CRAFT an excellent customer service experience by starting with your CALL OPENING.
A - Always Aim to provide a personalized service to every customer.
R - Resolve with Assurance
E - END it Well.
OOS: Once we log information to the OOS Waiting List, we don't need to do anything else. The Brand AM will take care of the rest.
YES
NO
MAYBE
Tagging: Which tagging should we use based on this response? "But more than your purchase, we prioritize our overall customer satisfaction, so we have issued a refund towards your order instead without you needing to return anything. Refund normally takes about 24-48 hours to complete but will still depend on your financial institution. If there is anything else we can help you with, please do not hesitate to reach back to us. We're here for you. Have a good one!"
Refund
Replacement
Product Question - Post Purchase Inquiry - Possible Refund/Replacement
System Automation
What should you do if you receieved a cancellation request for a shopify order fulfilled in the Amazon Marketplace Web? Select all the applies.
I will tell the customer that if there is an option to cancel on their end, they can process the cancellation on their own.
I will process a refund in Shopify
Raise the concern to the BM using the escalation template
I will cancel the order in Seller Central since customers will still receive the item if this was not performed.
True or False: In Account Health checking, you can now see the purchase date and order IDs of those Return Feedback in the VOC section.
True
False
Which of the following steps are applicable when reporting Property Damage? Select all that apply.
Identify if the message is the type of safety concern that requires escalating to the Thrasio team. If you are unsure if the issue requires Thrasio attention, you need to ask your shift point of contact, COA, or Erin.
If the message is a safety concern as described above, please send all details that you have from the customer to the brand manager, COA, and Erin via slack.
Use the approved template to respond to the customer while the Thrasio team drafts the appropriate response.
Close the Ticket. Tag the report as NRN.
