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WorksheetsKC 45
Total questions: 10
Worksheet time: 50mins
The customer called to have his information deleted from our system. The representative took the necessary steps to have data deleted. What is the correct tagging for this type of scenario?
Data Deletion or Opt-out Request
Escalations / Property & Liability Damage
System Automation
OOO / SPAM
The customer sent us an email and was frustrated asking if the replacement she received was new as it looks refurbished. What is the correct tagging for this scenario?
Refund or Replacement Questions
Product Question - Post-purchase
Replacement
Repeat Purchase
True or False: Do we reply to AMZnewsletter, Internal emails, etc.,
TRUE
FALSE
MAYBE
True or False: Do we create a one-time coupon code for the following reasons: Offering discount on a replacement item, Raincheck discount, & Etc (maybe other use cases that Erin wants to add)
TRUE
FALSE
MAYBE
I received a Facebook comment inquiring about the availability of a certain product, you found out that it is currently out-of-stock in the Seller Central, what other options can you offer to your customer?
I will use the TextExpander Macro to inform the customer that it is currently out of stock and that we do not currently have the estimate date of restock.
I will also offer to put the customer on our waitlist so that they'll be informed as soon as it arrives.
I will track the ticket in both the General Follow-up tracker and the OOS waitlist Tracker
I will route the customer to our DTC site when necessary
PRISM: What's the appropriate protocol for this sample email?
I will respond with the snippet: #pospartner since this is not a supported retail request. No edits to the snippet will be done.
I will respond with the snippet: #marketing and report this through PRISM: Other. Then I will report it to the Brand Channel, tagging the COA and DTC Brand Manager.
I will respond with the snippet: #marketing and report this through PRISM: Other. No escalations to Slack are needed as the Monday form already serves as an escalation.
No snippet response for this one, instead use "Thanks for inquiring, but at this time we are only working with customers who are selling our products in a physical store." No escalations to Slack or any Monday form needed.
PRISM: When a sender is offering partnership options, and it seems that the services are something we also do with our brands, it is important that we send the information via the tracker.
TRUE
FALSE
MAYBE
PRISM: A blogger named Ashley with over 64,000 followers is offering to feature our product. We will need to log this in the "Influencers 11k Followers and Up" Tracker.
TRUE
FALSE
MAYBE
TAGGING: A customer is inquiring about a certain product that he's about to purchase on Amazon. What should be our sub-tagging in this specific scenario?
NONE. There should be no sub-tagging with Pre-purchase questions.
NONE. There should be no sub-tagging with Post-purchase questions.
NONE. There should be no sub-tagging with Refunds.
NONE. There should be no sub-tagging with Positive Feedback.
TAGGING: A customer is thankful for the services we provided her, and her verbatim is as below:
"Thanks for your help, I will just wait for the replacement to arrive."
We tag this Positive Feedback.
TRUE
FALSE
MAYBE
