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WorksheetsO5A Level 1 Final Exam
Total questions: 50
Worksheet time: 1hrs 28mins
What is the proper notation for the following scenario?
The customer called to check the status of her order. You tracked it, and it shows delivered, but the customer stated she doesn't have the package. The agent explained we would start an investigation, which would be resolved within 3-7 business days. If approved, a refund will be processed within 3 to 5 business days.
Site: SLMB or TechM
Who: CCI/ Name of caller
VOC: I did not receive my Package
Resolution Given: Raised an ORC for merchandise not received.
TAT:3-7 days for investigation and 3-5 business days for refund to be processed.
Additional Info:
Who: cci
Why: WISMR
How: Shows returned
What/Additional Info: will have to wait for credit
Who: cci
Why: Missing Item
How: Order shows L1 and L2 should have been shipped together. Howver, the customer states they only received L1.
What/Additional Info: Explained to the customer they will receive a notification of your claim status through email within 3 business days. If approved, you will see your refund on the original payment method within 5-7 business days of the claim getting approve
If an item is sold out on saks off 5th .com, you should …..
Tell the customer to check back later
Connect her to a store
Offer nothing
Offer a comparable item or add to the waitlist
Where do you go to view training processes and documents?
Blue Martini
Borderfree
Core
Knowledge Base
A customer has ___ days to return a regular Saksoff5th.com item.
30 days
60 days
25 days
35 days
Where will you go on UAD to capture notes on a case if an order number was provided by the customer?
Details tab
Feed area tab
Add Notes to OMS
Contact Search Tab
How do we perform a price adjustment or price match while placing an order?
Saks direct view
Click "Override Price" in the shopping cart
We can't perform a price adjustment or price match while placing an order
Refer the case to the "Fraud Team"
How many promotional codes can be entered per order?
2
3
4
5
When combining a credit card & gift cards in placing order online, the card that will be charge first is the credit card and the rest will be on the gift card
True
False
A customer wants to buy the Eyelet Smocked Mini Dress in color white, size small but when she chooses the size and color the price shows as $81.00 so she's upset because in color black in the same size the price is $60.75. She asks you why the website has two different prices for the same item. What do you have to do?
Explain the prices are different because color black is going out of season, reason why it has a more discounted price and the price is different for color white
Escalate the issue to a Team Manager so they can open a Help Desk ticket for the price to be fixed and show the same price for all colors at saks.com
Let the customer know she can place the order with you and later call the customer support number for them to adjust the price and honor the price of $60.75 for color white
When an order is BOPIS, the customer can set a pick up person and the order will be available to be picked up for 7 days. After that time, the order is cancelled and the refund process starts.
True
False
A customer can enter up to ___ gift cards per order on saks off 5th .com.
6
7
8
9
If a customer uses a gift card as a method of payment on their order, what else must they provide for security reasons?
Credit Card number
An alternate person
They don't need to provide anything.
Where can you go in UAD to view any new updates regarding processes/procedures?
O5 Hot Topic Page
Urgent Message
Promotions
Go-to-Guide
What is one of the risks of not leaving proper notations?
50 points deduction from QA
10 points deduction from QA
Zero QA score
Where will you go to see the most recent promotions/events for saks off 5th .com?
My Account
Off5th Promotions/Events
S5A Marketing Calendar
Competitor Sites
Which one of the following is the correct life cycle of a case . Please choose the correct sequence 1. Wrap up the case 2. Action the case 3. Receive/ create the case 4. Contact search 5. Verification - contact details
3,4,5,1,2
3,2,1,5,4
3,5,4,2,1
4,5,2,1,3
Select the correct case type for the following scenario:
"I would like to place an order because I am having technical issues"
Delivery (WISMO)
Return
Refund
Order Inquiry
The customer receives free standard delivery shipping on orders above $89 using which code?
FREE99
SHIPFREE
FREEFREE
None
Do international orders qualify for free shipping promotions ?
Yes
No
Maybe
The customer wants to order a dress Friday for an event on Tuesday. If they use standard delivery, will they get the dress on time?
Yes, they will be able to get the dress on time
Yes, as long as they order before 1pm
No, they will not get the dress on time.
No, as it will be delivered using USPS
What would you do if a customer calls claiming they are a SaksOff5th employee and said they didn't receive their discount on an order?
Transfer the call to a Team Leader
Explain they must speak to their local HR department
Do a manual adjustment
How many days does a customer have to pickup a BOPIS order?
3 days
5 days
7 Days
How many days can you return a Reflaunt item from the date of delivery?
14 days
18 days
30 days
Which Tier below is matched with the points to be earned per dollar?
Star Tier is 2pts per $, Icon Tier is 3 pts per $ and Official Tier is 4pts per $
Star Tier is 3pts per $, Icon Tier is 4pts per $ and Official tier is 4pts per $
Star Tier is 4pts per $, Icon Tier is 2pts per $ and Official Tier is 3pts per $
We can enter up to ____ gift cards per order.
5
8
9
_ is a 13 Digit number used to identify each unique item on the Website
Upc number
Gift Card Number
Style code/number
All items are eligible for Express Shipping.
Yes
No
Maybe
Drop Ship items are items that are sold directly by a third party vendor
Yes
No
The customers can use 2 types of Credit Cards when placing an order online.
False
True
Customer would like to purchase an online item and requesting to have it gift wrap. How much is the fee for the service?
$ 7.99
$ 4.99
$ 1.99
None, as the service is not available.
Customer calls and wants to place an order and use her shoprunner. What do you do ?
Place the order for customer
Tell the customer to call shoprunner
Explain to the customer that we are unable to place order through shop runner because we no longer partner with them.
We no longer offer shoprunner
What is your 0 - 30 day CSAT goal?
60%
65%
70%
75%
What is your 90+ days AHT glidepath?
600 seconds
420 seconds
520 seconds
570 seconds
Are you allowed to modify a customer's online account?
Yes
No
Susan purchased an item on saksoff5th.com and she wants to return it in store, can Susan make a return in store considering that she purchased the item online ?
Yes
No
What is the correct Greeting?
Welcome to Off5th! My name is ____. How may I help you?
Thank you for calling Saks Off6th. This is ___. How may I help you?
Welcome to Saks Off5th! My name is ____. How may I help you?
Promoting the CSAT survey is optional.
Yes
No
Which one is a correct Acknowledge statement for this scenario? Customer wants to place an order.
Sure!!!
May I have your first style code?
I can help you with that!
I will be more than happy to place an order for you!
As a Loyalty rewards member, what will be my birthday offer ?
10% off your online and Instore purchase
15% off your online purchase
20% off your online and Instore purchase
25 off your online and Instore purchase
Are Reflaunt pre-owned products included in saksoff5th.com promotions?
Yes
No
Can you return an Estate Final Sale item?
Yes
No
What is the correct disposition of the customer is because the code SHIP is not working when they try to place an $39 order?
Case Type: Order Inquiry
Category: Customer Preferred placing order over the phone
Sub-category: Promo Code issue
Case Type: Order Inquiry
Category: Promo code Issue
Sub-category: Promo Code Correct & still not working
Case Type: Order Inquiry
Category: Promo code Issue
Sub-category: Promo Code Excluded
Case Type: Order Inquiry
Category: Promo code Issue
Sub-category: Promo Code Misinformation
You must checkout as a _______ when placing an order using BOLT.
We can't place order for BOLT, they customer must place it due to security reasons
Registered Online Customer
Guest
How many interest-free payments installments for Klarna?
2
4
6
8
Sales Tax will be charged for purchases shipped to all states in the US except?
Mississippi
Texas
Alaska
Will a customer be charged TAX for gift card purchase?
Yes
No
What is your 0 - 30 day AHT goal?
Voice - 650 seconds
Voice - 732 seconds
Voice - 757 seconds
Voice - 680 seconds
What is your 0 - 30 day QA goal?
60%
70%
80%
90%
When combining a credit card & gift cards in placing order online, the card that will be charge first is the credit card and the rest will be on the gift card
True
False
Sallie Smith is placing an order and at checkout, her order total is $49 (including tax and shipping fee ) does Sallie Smith qualifies for free standard delivery ?
Yes, Sallie's order is over $49
No, Sallie's order does not qualify
