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WorksheetsThe Bay - Level 1 Final Assessment Exam
Total questions: 35
Worksheet time: 18mins
You will click on ______ to place an order.
Returns
New Order SFCC
Wrap Up
Contact Search
How many days will the customer receive the item if they chose Standard delivery?
2 to 6 business days
2 to 6 days
3 to 10 business days
3 to 10 days
How many days will the customer receive the item if they chose Express delivery?
2 to 6 business days
2 to 6 days
3 to 10 business days
3 to 10 days
How long does a customer have to return a standard-sized item using a regular credit card?
90 days
30 days
14 days
60 days
How long does a customer have to return a standard-sized item using an HBC credit card?
90 days
30 days
14 days
60 days
How long does a customer have to return Furniture, Major Appliances, or Patio (MHF) using an HBC credit card?
90 days
30 days
14 days
60 days
What to do when all method of payment the customer is using is being decline while placing the order for them?
Ask another method of payment
Advise customer to allow 24 hours before placing another order.
Advise to call their financial institution to verify why they can't place using their cards.
Which of the MOP you can use to place an order for the customer?
PayPal
Affirm
Apple Pay
Neo Credit Card
If customer calls to place a furniture order, and there's no "add to bag" option in the website, we should _____.
Inform the customer that only VIP customers are allowed to place an order.
Transfer the customer to MHF department.
Apologize, and inform the customer that the item is currently out of stock.
Inform the customer that we're having a website maintenance at this moment.
The following are ways on how to apply for a HBC credit card, EXCEPT:
Apply at a Hudson’s Bay store
Apply online through the Neo financial portal
Apply via Neo App
Apply through a customer service representative
All Hudson's Bay style code number start with__.
04
05
06
07
We should use _____ to provide free standard shipping to our customers.
CSRFREE
CSRFAST
CSR10PER
None of the above
We should use _____ to provide free express delivery to our customers.
CSRFREE
CSRFAST
CSR10PER
None of the above
We should use _____ to provide a 10% discount on the customer's Hudson's Bay order.
CSRFREE
CSRFAST
CSR10PER
Code that we are generating in UAD in applying the 10% on the customers order.
We should use _____ to provide a $10 discount on the customer's Hudson's Bay order.
CSRFREE
CSRFAST
CSR10PER
None of the choices
How many credit cards can we use on one order?
0
1
2
No Limit
How much is standard shipping for orders under $69 before tax using HBC credit card ?
$0
$12
$20
$15
How long is express shipping?
3 - 10 business days
2 - 6 business days
1 - 2 business days
6 days
Who of the following are carriers for Hudson's Bay?
Canada Post
FEDEX
UPS
None of the choice
Are we still offering express shipping?
Yes
No
Maybe
Can Hudson's Bay orders be shipped to the U.S?
Yes
No
Why can't TheBay shipped to Germany?
Hudson's Bay ships to the U.S
The U.S is not in our territory
Hudson's Bay does not ship internationally
What is the set minimum threshold for a customer to earn the first $5 reward?
5000 Points
500 Points
1000 Points
1500 points
Which of the below provinces are excluded from all delivery methods?
Quebec
Nunavut
Ontario
Saskatchewan
How much is shipping for orders $99 and above before tax using regular cards (without website)?
$8
$15
Free
How much is shipping fee for orders with the Hudson's Bay Mastercard if they reach $69 before tax (with website account)?
$25
$8
Free
$15
Where do I click to send an email to the customer?
Click on Contact Search Tab
Click Email Search Tab
Knowledge Tab then look for Emails
Click on Feed Tab then Email Tab
If there is no contact details where do I go to add contact to my case?
No need to add a contact
Contact Details
Contact Search
Feed
Where do we need to put our notes?
Feed
Order
Contact Search
I can create a new case manually.
True
False
Where can I go to access process based articles on salesforce?
Quick Links
Knowledge
I don't know
If I need to resend an email to a customer where do I go?
Email DC
Email Search
Transfer to a supervisor
Feed area and send another email
To close a case where do I click ?
Simply click the X to close the case
We don't need to close the case
Wrap-up
I don't know
Customer called to place the order through the phone because she likes it better with a representative. What case disposition should you use to wrap up the case?
Order Placed -> Website issues prevented customer from placing order
Order Placed -> Promo Code Issue
Order Placed -> Customer just preferred placing the order over the phone
Order Placed -> Method of Payment Error
Customer called because she's trying to place the order online but the website is not accepting his card for some reason. What case disposition should you use to wrap up the case?
Order Placed -> Website issues prevented customer from placing order
Order Placed -> Customer just preferred placing the order over the phone
Order Placed -> Promo Code Issue
Order Placed -> Method of Payment Error
