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WorksheetsCalibration 03.08.2022
Total questions: 7
Worksheet time: 4mins
Can the customer's design their own "one-of-a-kind fine jewelry pieces" from Bony Levy at Nordstrom?
Yes, we must handle the request instead of transferring to a store rep.
No, we currently don't offer that service.
Yes, through some specific store specialists.
No, we will never offer that service.
If an item that comes from the vendor is returned to the sender (RTS) and the customer is calling to know if we could reroute the package, do we need to create the SMR to provide the correct resolution?
Yes, if it is shipped with a national carrier.
No, we must submit the NPR -Returned to Drop Shipper.
No, advise the customer to wait for the return timeframes to be completed.
None of the above.
If a package was marked as delivered today at 8 AM according to the tracking, but the customer didn't receive it, what will be the correct resolution?
Create the NPR- Stolen.
Create the NPR-Lost.
Advise the customer to wait 24 hours to see if the package shows up.
We must create a task assigned to the DR.
According to the previous question, what behaviors will be affected if the agent create the NPR?
System, tools and internal support.
Policy and procedure compliance.
Professionalism and business conduct.
Ownership and Follow Up.
If the agent didn't add the customer's shipping address in Gladly's profile, what behavior will be affected?
Policy and procedure compliance.
Complete and accurate information.
System tools and internal support.
None of the above.
The customer is calling to check the return status, we will provide the 14BD time frame, from which update in Newgistics should we count?
Picked up by shipping agent.
Processed by USPS.
USPS in possession of the item.
Label created.
If the agent counts the 14 BD from the return label creation date, which behavior will be affected if the agent provide the incorrect resolution?
Ownership and Follow up
Complete and accurate information
System and tools and internal support
Policy and procedure compliance
