Mentor Assessment A

A modern office environment with a professional customer service agent assisting a customer over a phone call, with elements symbolizing Amazon services in the background.

Mentor Assessment A

Test your knowledge and skills with our Mentor Assessment A quiz! This comprehensive quiz covers essential topics relevant to Amazon customer service and operational guidelines. Perfect for enhancing your understanding and readiness to assist customers efficiently.

Assess your knowledge on customer interactions
Learn about policies related to Prime Membership and refunds
Understand the best practices for customer queries

15 Questions4 MinutesCreated by EngagingAgent452

Employee Number

What blurb to use when giving instruction to customer to disregard our notification email about returning the original order to avoid a retrocharge?

What is the formula of Offer Rate%?

What is the formula of RAP?

What blurb shoud you use if customer was refunded for an order to GC balance and requested to convert the refund to Credit Card/Debit Card?

Enumerate at least 5 reasons why customer get charged for prime membership?

Can you pay Amazon Prime using Amazon Gift Card?

YES

Customer is contacting because they want to change the payment method of their subscribe and save order. What will you do?

Customer has Amazon Store-Bought Gift Card but scratched the code off, what should we do next in assisting customer?

Customer is contacting because the book she sent to her son who is currently in prison was undeliverable. The order was shipped with FedEx. Customer wants to know if we can resend the order. What will you do?

Customer is calling to return a textbook rental and their email adderss is no longer working. What will you do?

Give at least 2 reasons why Amazon remove feedbacks left by customers?

Richard is about to receive his order and he just noticed that the delivery address was his old apartment. He just moved recently and wants to change the delivery address for the package to his new address. You checked the order and it was shipped via Amazon Logistics. What KC Policy will you check and how will you help?

Last May 17, 2019, customers who recently signed up for a Prime Membership may be contacted related to their Prime Membership being Refunded or Extended. What are the two types of incorrect messaging that the customer may experienced?

When TRMS detects a potentially risky sign-in attempt, our customers are prompted verify their information through multi-factor authentication. Previously, the customer had the option to receive a one-time passcode to be sent via email or SMS. Now, they can also opt to verify their sign-in by?

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