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WorksheetsWeek 12: Post Training Quiz
Total questions: 14
Worksheet time: 1hrs 10mins
What do we do with communications that have Karen Sliver and trade@b-six.com involved? Select all that apply.
Disregard and do not escalate in Zendesk.
Upload any wholesale or bulk order requests to the Monday Board.
Escalate the issue immediately to BA and COA
Track all communications in the tracker.
Which of these statements is NOT true in FBM: Cancelled Order or Change of Delivery Address SOP?
When a request for either a cancellation or change of delivery address comes through Amazon customer service please cancel the order within Seller Central (this puts our accounts ability to use the FBM method of fulfilling customer orders at risk.)
Check to make sure that order is cancelled on the fulfillment side
If an order is split (1 item to FBA and 1 item to Deliverr) make sure the whole order gets canceled
Initiate a 100% refund on the specific order ID.
How do we communicate NCX issues moving forward?
For all NCX escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.
We still do the same process, post the contents of the NCX issue in Seller Central and raise it to the brand channel.
No escalations are required. The BM and COA should already be on top of this.
All NCX escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.
None of the above.
Choose all statements that are true when submitting an escalation in Slack.
All website related orders must be submitted to DTC Brand Channel
ALL escalations related to the brand website should be escalated in the DTC brand channel and the DTC brand manager should be @tagged
ALL escalations related to Amazon should be escalated to the non-DTC channel and the Amazon brand manager should be @tagged. The brand manager contact and COA are listed in the Channel Topic of each brand channel on Slack for easy reference
When a customer reaches about duplicate items in their order, which tracker do we need to use until we have the tracking automated in Zendesk?
Duplicate Items - All Brand Tracker
Mixology & Craft- Duplicate Tracker
Review Management Tracker
Brands Replacement Tracker
When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply
Concern, Purchase, ASIN/SKU
Full Product Name, Date of Purchase, Order ID
Issue, KEY ASK
Ticket number, Customer's name and address
When should we tag the BMs in slack?
In a standard escalation, the BMs need to be tagged all the time.
There is no need to tag them in a standard escalation that a COA can handle.
We never tag BMs.
We only tag them to all standard escalations for FYI.
Why do we need to escalate emails from the Better Business Bureau to the COA of the brand channel?
These emails are critical to our overall brand health and legitimacy.
We need to get approval from them to reply to this email.
Our COAs just need to track these types of email.
We need to make sure that the COAs are just informed.
BFR Bands: Select all of the latest updates.
The page www.bfrshop.com/gift is now working properly.
We don't need to send the customers the eBook now.
We need to send the eBook immediately.
Ask the customers to enter their email address so that they can download the e-Book immediately
When should we add the BMs as followers in a Zendesk Ticket?
In a standard escalation, the BMs need to be added all the time.
There is no need to add them in a standard escalation that a COA can handle.
We never add BMs as followers in a Zendesk escalation.
We only add them to all standard escalations, for FYI.
When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply
Concern, Purchase, ASIN/SKU
Full Product Name, Date of Purchase, Order ID
Issue, KEY ASK
Ticket number, Customer's name and address
When escalating to the slack channels about issue escalations, who needs to be tagged?
BM only
BM and COA
BM or COA
COA only
Why do we need to escalate emails from the Better Business Bureau to the COA of the brand channel?
These emails are critical to our overall brand health and legitimacy.
We need to get approval from them to reply to this email.
Our COAs just need to track these types of emails.
We need to make sure that the COAs are just informed.
When handling personal injury and/or property damage concerns, How should you handle this issue in chronological order?
A. Create a UPS Return Label
B. Identify the type of concern
C. Reply to the customer informing them that we will raise the issue and that we would need them to return the product for investigation.
D. If the concern is identified as a safety concern, send all the details to the BM, COA, and Erin.
E. Fill out the appropriate form.
B,D,C,A,E
A,C,B,D,E
A,C,D,B,E
E,D,B,C,A
