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WorksheetsKC 29
Total questions: 10
Worksheet time: 50mins
Tagging: I recently purchased this but the color that I received did not match exactly what was advertised in the picture." What is the Ameyo refund Tagging?
Not Happy / Not Satisfied
Defective
Quality Issue
Damaged
Scenario: You received an alert about a change in the FBA fee. What should you do next?
raise to brand channel and tag the BA or BM
raise to brand channel and tag the COA
raise to brand channel and tag the BA , BM and COA
UPDATE: Which of the following can I ask a customer via Amazon Buyer Messages?
Order ID of a gift
email address
paypal email
customer's phone number
As a workaround for the message format not being captured in Ameyo, I can click button situated __ and ___ from the left-hand side of the message.
8th
9th
10th
11th
Webhunt: Is there a Phone Support for the incoming brand Mixology & Craft?
Yes
No
I don't know
no details
Scenario: Customer emailed us saying she got sick after ingesting our product. What are your next steps?
Ask for the specific sickness and details of the incident
if valid, send all details that you have from the customer to the brand manager, COA, and Erin.
advise the customer that we are sorry and offer refund
track it
Webhunt: What is the status of this ASIN: B07D9V4TWJ (US)
in the Product Catalog?
Unknown
Active
Discontinued
Pre Active
RATE the Call Handling:
6:07:00 AM : Call Answered
6:07:12 AM Representative delivered opening spiel
not acceptable, should have delivered the opening within 5 secs after answering the call
acceptable, rep delivered the opening within 15secs after answering the call
acceptable, rep delivered the opening within 20secs after answering the call
not acceptable, should have delivered the opening within 2 secs after answering the call
Scenario: Your ShiftManager assigned you to attend to Paypal Cases. What should you do? (Choose ALL that applies)
in Ameyo, under Notifications>Queue: Alerts Paypal cases
mark it as NRN
Mark it as Pend24
check and investigate the ticket and handle it as normal for refund requests
Rate the Call:
Scenario: The customer asked me about chargeback, so I put her on hold. After 2 minutes, I went back and the customer already dropped the call.
It's acceptable. The hold time is within 2 minutes
It is not acceptable - call avoidance
It's acceptable. It is not the representative's fault the customer couldn't wait
it's not acceptable. Representative should not have put her on hold.
