Ready to take the Beginner Quest, Mouskeetersss??? First of the 3-part quest series to test your product/process mastery!
Beginner Quest: Product Process Mastery
Welcome to the Beginner Quest, Mouskeetersss! This quiz is designed to test your product and process mastery as part of our engaging three-part quest series.
With 11 thought-provoking questions, you'll gain insights into customer service scenarios and best practices. Challenge yourself with:
- Multiple Choice Questions
- Real-world Customer Interactions
- Practical Knowledge Application
Great, first question. If the cx says, "I am entering my code, but says 'expired code'. Give me a new discount". What's the correct FD category?
Pre-Purchase > Ordering > Checkout
Pre-Purchase > Ordering > Non-Checkout
Post-Purchase > Ordering > Discount Request
Not Purchase Related > Feedback > Other Feedback
Note: You can do a short answer or a step-by-step answer, and you can open FD if you need to provide which CR to use. A customer asks if their Limitless 3.0 case will work with the MagSafe® Compatible Chargers. How would you help the customer?
Now open the order number in Shopify and use it as a guide to answering this question. If the customer says, “I’d like to return my iPad case, I don’t need an exchange, my order number is UK-531583. Please give the address where I can return it”. Which response is appropriate to use?
Provide the Return - UK Warehouse Address immediately
Provide the Return - US Warehouse Address immediately
Continue to offer the ‘Return - Changed Mind (50% refund offer)’
Process the ‘Return - full refund (no return)’
STAY FOCUSED ON 'D MISSION.
Open the order number in Shopify and use it as a guide to answering this question.If the customer states “I need the case for iPhone 12 Pro Max but you sent me the iPhone 11 Pro, my order number is EU-281131”. What’s the best CR to use/customise?
Open the order number in Shopify and use it as a guide to answering this question.If the customer states “I need the case for iPhone 12 Pro Max but you sent me the iPhone 11 Pro, my order number is EU-281131”. What’s the best CR to use/customise?
Return - Ordered Incorrectly (no mention of wrong product/size - 1st response)
Return - Ordered Incorrectly (mentions wrong product/size - 1st response)
Return - Exchange Confirmation (no return)
Variance Pick Error (initial response)
A US customer wants to return their MacBook Sleeve worth $50.00 as they no longer want to use the case with their device. The 50% offer has been given to the customer, but still prefer to receive a full refund. What’s your best next step?
Provide the UK warehouse address, and do the return and refund process.
Provide the US warehouse address, and do the return and refund process.
Process a full refund, no return
A customer claims that their split case was a gift, and was purchased from us. You tried to locate the order by using the customer’s name and email address in all Mous tools, but no result was found. Which process is appropriate for this request?
Send the CR “No Order Number - Warranty Claim”
First, ask a TL or SME for approval to replace the item as an exemption
First, ask a TL or SME for approval to provide a DC as an exemption
Immediately replace the product as CX exemption
A customer purchased a Clarity case on March 10, 2019, and complained that it started to discolour after a year of usage and has completely turned yellow now. The customer sent a photo and is asking for a warranty claim. What’s the right next step?
Inform the customer that we can replace the item
Inform the customer that we can refund the item
Inform the customer that it is no longer covered by the warranty, and provide a 20% DC as an exemption
Inform the customer that it is no longer covered by the warranty, and provide a 50% DC as an exemption
ALMOST THERE...
A customer is asking if we will be selling a case for the new iPhone 2022. Which canned response is best for the customer?
Suggestion - You should launch "X" product
Pixel 6 Enquiry (Edit as needed)
Will you be making cases for the 2022 iPhone?
Coming Soon’ Products
A customer reached out via WhatsApp and you see that another agent was talking to the customer via email, enquiring about their tracking information. The agent was able to send the necessary information via FD. What is the proper process flow for this instance?
Answer the customer that your colleague has answered their query via email, and merge it.
Don’t answer the WA ticket, merged it in FD, and inform your colleague about the customer for a follow-up via FD discussion
Check the FD ticket, then answer and resolve it in WA based on your colleague’s last response
Just reiterate the response sent via FD in WA, then close the ticket.
A customer placed an order for a product that is on pre-order and is showing interest in possible cancellation. What would you do with this customer request?
Put the order on hold and find out the reason for the cancellation
Cancel the order immediately
Offer a retro-discount so that the customer will keep the order
Seek for support
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