CCC Return Scenarios
CCC Return Scenarios Quiz
Test your knowledge on how to handle customer return scenarios effectively in the cannabis industry. This quiz covers various situations regarding product returns, ensuring you understand the proper protocols to provide excellent customer service.
- 12 Engaging Multiple Choice Questions
- Learn the best practices for assisting guests
- Enhance your customer service skills in the dispensary setting
Karen calls in and states that the Terrapin cartridge she just purchased appears to be underfilled. She is asking about a return. How do we best assist her?
Instruct the guest to bring the product back to the dispensary in the original packaging.
Immediately credit the guest's profile $15.
Provide the guest with the GP contact info. Instruct her to hang on to the original packaging. Let her know that once she receives approval from Terrapin we will be able to process a return for her.
Tell her to stop being such a Karen and get over it.
Johnny calls in and states that the 3.5g of Kind Tree flower that he just purchased is underweight. He is asking if he can return the flower. How do we assist the guest?
Provide the guest with the GP contact info. Instruct him to not consume the product and let him know that we will be able to process a return once he receives approval from the grower.
Immediately process a return and instruct the guest to return to the dispensary with the underweight flower.
Credit the guest the full amount they paid for the flower on their MJ profile.
Reach out to the dispensary MOD and ask what they think.
Harry calls in and informs us that the 3.5g of Calypso flower that he purchased was completely empty when he opened the container. He would like a return. How do we assist the guest?
Tell him that he can bring the empty container back to the dispensary for a full return.
Immediately credit the guest's MJ profile the full amount he paid for the flower and tell him to place a new order.
Provide the guest with the GP contact info. Let him know that we will accept the return as soon as he receives approval from the grower.
Suggest that he perform a summoning charm.
Victoria calls in and states that the 3.5g of Natural Selections flower she just purchased is moldy and she does not feel comfortable consuming it. She is asking about a return. How do we assist the guest?
Since Natural Selections is an Ethos product and we are the grower, the guest may return the moldy flower in the original packaging directly to the dispensary for a full return.
Reach out to a dispensary MOD and ask them what they think.
Instruct the guest to clean the mold off the buds and consume the flower.
Provide the guest with the Hello email and tell them to ask about a return there.
Felix calls in and states that he recently purchased a gLeaf sugar. He said that upon opening the container, there was absolutely no concentrate in the jar. He would like to return the empty container for a replacement. How do we assist the guest?
Process a return immediately and instruct the guest to return to the dispensary with the empty jar.
Credit the guest's profile the full amount of the concentrate and help him place a new order.
Provide the guest with the GP contact info. Instruct him to hang on to the packaging and let him know that we will be able to process a return as soon as he receives approval from the grower.
Tell Felix that you recommend catnip instead.
Ron recently purchased a Cresco Durban cartridge. Upon opening the packaging, he was surprised to see that there was absolutely no cartridge contained inside of the box. He is asking about a return. How do we assist the guest?
Tell him to return to the dispensary with the original packaging and place a new order for him.
Provide the guest with the GP contact info. Tell him to hang on to the original packaging and let him know that we will be able to accept a return once he receives approval from the grower.
Immediately message a dispensary MOD for assistance.
Credit his MJ profile the price that he paid for the cartridge and place a new order for him.
Kimberly calls in and states that the PAX 3 flower vaporizer that she purchased is not working. She would like to return it. How do we assist the guest?
Immediately process a return and instruct her to bring the vape back in store with the original packaging.
Tell her to go to her local vape shop for help.
Tell her that the PAX 3 is not a very good vape and that she should have ordered a Volcano.
Since the dispensary is not able to accept returns on non-medicated items, we can provide her with the contact info for PAX and let her know that they will be able to assist her and provide a possible replacement/credit. We can also apply a credit of up to $15 on her profile for the inconvenience.
Anthony recently purchased an AiroPro vaporizer. After troubleshooting the device with him, it appears to be defective. How do we assist the guest?
Since AiroPro's warranty states that the guest may return the product at the point of sale, instruct the guest to bring the product back to the dispensary in the original packaging.
Provide him with the GP contact info and tell him they will assist him.
Immediately reach out to a dispensary MOD for help.
Tell him to forget about the AiroPro and try to sell him on the PAX Era instead.
Joanna calls in about a GTI disposable that she recently purchased. The battery appears to have failed after a few pulls. The guest would like a return, but unfortunately she does not have the original packaging. How do we assist the guest?
Inform the guest that we are unable to accept a return on defective products without the original packaging, but we can apply a $15 credit on her MJ profile towards her next purchase.
Refer the guest to the GP.
Process a return and instruct the guest to return the defective disposable to the dispensary.
Tell her that disposables are a waste and that she should purchase a cartridge and battery instead.
Felicia calls in and states that she ordered the Cresco GG4 flower from the dispensary, but when she got home she realized that she had been given the Outer Space flower by mistake. She had already opened the flower by the time she realized it was the wrong product. She is asking about a return. We review her order in MJ as well as her Dutchie receipt and discover that it was a dispensary mispick. How do we assist the guest?
Since she already opened the flower, the best we can do is apply a $15 credit to her profile.
Tell her that Outer Space is actually a really good strain and that she should just try it.
Even though she already opened the flower, we are able to process this return since we determined it was indeed a dispensary mispick. Instruct her to return to the dispensary with the original packaging and help her place a new order.
Say, "Bye, Felicia" and hang up.
Donald calls in and states that the Cresco 3-heat battery that he just purchased is not working with any vape cartridge. After troubleshooting the battery with Donald, we determined that the battery does appear to be defective. We check his MJ profile and he has no history of returns. How do we assist the guest?
Tell him the only duck you deal with is Daffy and disconnect the call.
Refer him to the GP.
Since the dispensary does not accept returns on non-medicated items, and he has no return history, we can apply a $10 credit to his account to be used towards a new battery rather than making him jump through hoops by contacting the GP.
Tell him to bring the defective battery back to the dispensary for a return.
Steve calls in and states that he recently purchased 3.5g of GTI Golden Goat. He is dissatisfied with the product because he states that it "tastes like hay" and would like to return it. How do we assist the guest?
Provide him with the GP contact information. Instruct him to not consume any more of the product and hang on to the original packaging. We will be able to process a return once he receives approval from the grower.
Immediately start the return process and instruct the guest to return to the dispensary with the flower.
Inform the guest that we can not accept a flower return due to taste and offer to credit his profile $15.
Provide the guest with the in-store number and tell him he will need to ask the manager about this.
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