WorksheetsCrossTraining Quiz No. 2
Total questions: 15
Worksheet time: 8mins
Hannah is calling regarding the item she have received, there is a small plastic inside the milk she ordered. What would be the correct contact reason for this kind of scenario?
Supermart>>Problem with item / service received>>Food Quality>>Foreign Object
Supermart>>Problem with item / service received>>Food Quality>>Item appearance is not good
Supermart>>Problem with item / service received>>Food Quality>>Rotten/and or moldy
Supermart>>Problem with item / service received>>Food Quality>>Product_Recall
Alex called in and complaining about the banana as he receive it not in good condition as there are some black stains and some of them were green. Please provide the correct CR.
Supermart>>Problem with item / service received>>Food Quality>>Rotten/and or moldy
Supermart>>Problem with item / service received>>Food Quality>>Item appearance is not good
Supermart>>Problem with item / service received>>Food Quality>>Foreign Object
Supermart>>Problem with item / service received>>Food Quality>>Product_Recall
Jerry called regarding the status of his order, it is already tagged as delivered but he still did not received the item. How will you assist the customer?
Apologize to customer and advise that its already delivered and check his household
Apologize for the missed delivery and advise customer to wait for new delivery schedule
Apologized and advise that we will arrange for another delivery
POD will be send via email and will ask confirmation from CXComms and DCC at the same time
Tony is complaining regarding the damaged item that he received, how can you assist the customer?
Check if the order is still within the 7 Days policy or within Freshness Guarantee Period.
Advise the customer that he will be refund
Advised Tony to contact the seller and get a replacement
Educate Tony to complain directly to the seller for further assistance
Janet received a notification for late delivery for 1 hour, After an hour DR still not arrived and she calls us to know the status of her order. How will you assist the customer?
Advise to contact DR
Apologized and advise that we will refund the whole order right away
Apologize and set your expectations, I will make a request to our transport team to redeliver your order. However, this is not a 100% guarantee. If we are unable to redeliver, the order will be canceled and a full refund will be issued.Please expect an update from me via call (voice) / email(chat) within 30 mins to 1 hour.
Advise the Janet for redelivery
The item that the customer received is damaged, what should we ask the customer?
Apologize and advise customer that we will process the refund
Ask for picture of the affected item and Advise to contact the seller
Order Number
email address, Name & picture of the affected item Delivered date
Ask for picture of the affected item and Refund the customer
Leny missed the call as she was in a meeting and said that they have a grey gate and DR went to the wrong house. She doesn't want the item to be re-delivered. How will you assist the customer?
Advise Leny that we will contact the delivery team to re-schedule her delivery and will get back to her as soon as possible
Advised Leny to contact the seller and get a replacement
We apologize that we were unable to deliver your order. We will initiate a refund back to your original mode of payment. However, if you still wish to replace your order you may use our "Buy Again" feature on your RedMart mobile application
Apologize and advise Leny that we will raise this to transport team.
Janet received a notification for late delivery for 1 hour, After an hour DR still not arrived and she calls us to know the status of her order. What is the correct CR?
Contact Reason
Supermart>>Where is my order?>>Order status beyond delivery promise date>>Customer willing to wait
Contact Reason
Supermart>>Where is my order?>>Order status beyond delivery promise date>>Customer willing to cancel
Contact Reason
Supermart>>Where is my order?>>Order status within delivery promise date>>Customer wants to confirm order
Contact Reason:
Supermart>>Where is my order?>>Order status within delivery promise date>>Customer wants to know the status of order
Customer's order was failed due to different address however customer claiming that they provided the correct one and wanted to DD. Pls provide the contact reason
Supermart>>Cancellations>>Cancelled by Lazada>>Failed delivery - Wrong address
Supermart>>Cancellations>>Cancelled by Lazada>>Failed delivery - Customer not reachable
Supermart>>Cancellations>>Cancelled by Lazada>>Out of Stock
Supermart >> Cancellations >> Customer initiated cancellation >> Full cancellation
Jemma is not happy about the item she received as she states that she received a wrong size of diaper she ordered, What is the correct contact reason for this scenario
Supermart>>Problem with item / service received>>Wrong item / Not as advertised>>Wrong size
Supermart>>Problem with item / service received>>Wrong item / Not as advertised>>Poor product quality
Supermart>>Problem with item / service received>>Wrong item / Not as advertised>>Not as advertised (Product description / image)
Supermart>>Problem with item / service received>>Wrong item / Not as advertised>>Wrong product
Jacky called in to check her delivery status as she needs to step out. As you check the schedule hasn't passed the delivery time slot. What is the correct CR?
Supermart>>Where is my order?>>Order status within delivery promise date>>Customer wants to confirm order
Contact Reason Supermart>>Where is my order?>>Order status beyond delivery promise date>>Customer willing to wait
Supermart>>Shipping & Delivery Related>>Change delivery details>>Add special instructions
Supermart>>Where is my order?>>Order status within delivery promise date>>Customer wants to know the status of order
Adam will be late for his work so he needs to step out and still willing to accept his delivery but he cant wait no more. And he wanted you to advise the DR to just leave the items to his neighbor named Alan. Please provide the correct CR.
Contact Reason Supermart>>Where is my order?>>Order status beyond delivery promise date>>Customer willing to wait
Supermart>>Where is my order?>>Order status within delivery promise date>>Customer wants to confirm order
Supermart>>Where is my order?>>Order status within delivery promise date>>Customer wants to know the status of order
Supermart>>Shipping & Delivery Related>>Change delivery details>>Add special instructions
Luna wants to change the shipping address of her order but you saw that the item is already packed on the warehouse. How will you assist the customer?
Apologize and Advise to coordinate with the courier team.
Advise Luna to change the shipping address on their end.
Apologize and Advise that we can no longer change the delivery address once the item is already process or packed at the warehouse. Advise Luna that We will initiate a refund and they will receive a separate notification regarding refund completion.
Advise Luna to cancel the order and reorder again.
Customer called in and wanting to change the delivery schedule. What will be the contact reason for that?
Supermart>>Shipping & Delivery Related>>Delivery schedule>> inquiry on delivery schedule
Supermart>>Shipping & Delivery Related>>Coverage area>>Within delivery area
Supermart>>Shipping & Delivery Related>>Coverage area>>Out Of delivery area
Supermart>>Shipping & Delivery Related>>Delivery schedule>>Change on delivery schedule
Fiona is frustrated and denied the pod on her order, she mentioned that is not her apartment. What will be the contact reason for this?
Supermart>>Shipping & Delivery Related>>Coverage area>>Out Of delivery area
Supermart>>Shipping & Delivery Related>>Shipping & Delivery problem>>Incomplete delivery / Quantity mismatch
Supermart>>Shipping & Delivery Related>>Shipping & Delivery problem>>Delivered, but no physical item received
Supermart>>Shipping & Delivery Related>>Shipping & Delivery problem>>Deny receiving after providing POD
