Customer Service Assessment
Customer Service Excellence Assessment
Test your customer service knowledge with our comprehensive quiz designed for professionals in the field. Improve your skills and ensure you are providing the best support possible!
- 12 Thought-Provoking Questions
- Multiple Choice Format
- Score Immediately and Learn
The customer is interested in buying a waterbed mattress, but he already has a bed which is 160x200 cm, what mattress offer would you suggest to him?
Beliani mattress 180x200 cm with the foam frame
Beliani mattress 160x200 cm with the foam frame
Beliani mattress 140x200 cm with the foam frame
Beliani mattress 160x200 without a foam frame
The customer orders a Chesterfield sofa and a Chesterfield armchair by phone. Do you need to do something to send the customer the same model of both?
No, the articles in the offer are from the same supplier so they are already matched
No, logistics department is obliged to send articles from the same supplier
Yes, I need to check if both articles are from the same supplier
Yes, I need to check if both articles are from the same order number
The customer is reporting a missing cushion in one of the boxes. What is the correct ticket reason:
Manufacturing damage
Parts missing
Not sent
Sent more than listed on the invoice
By mistake, we sent to the customer the wrong steel frame for grosseto table. Now we need to send him a new one. What do we do with the sent and incorrect part?
It is only a spare part and not the entire article, so we don’t pick it up
We ask the person responsible for how much we can sell it on eBay/Allegro and if it’s worth, we return it to the warehouse
We calculate the cost of purchase and the cost of return and if the first is higher, we return it
We ask the customer to send it back at his own cost
By mistake the customer received the order of another customer, instead of an umbrella he got a chair that according to the label should go to a different country. What problems do we choose?
Sent more than listed on the invoice for the chair and not sent for the umbrella
Sent more than listed on the invoice for the chair and could not be delivered for the umbrella
Sent more than listed on the invoice for the chair and parts missing for the umbrella
Sent more than listed on the invoice for the chair and order entry mistake for the umbrella
For which orders, should we not change the address of shipping:
Orders from marketplaces
Orders with the payment method PayPal
Orders that were already shipped
Orders that are paid in installments
0% VAT cannot be applied for orders:
Made by companies with correct International VAT number
Made by a private person who live outside the European Union
Made by a company registered outside the European Union
Made by companies with the correct VAT number (certified by the customer) but that doesn't appear as active in VIES
An INS case can’t be open for the ticket reason:
Part missing
Could not be delivered
Transportation damage
Stolen or lost
What can be returned by the customer?
A spring mattress after opening the plastic package
An indoor jacuzzi after having it installed
A sofa that has been assembled
Pillows and duvets after opening the package
The customer would like to give back the product 5 months after the purchase:
He should return it in the original packing and we can refund him the money
He should return it in the original packing, but if the customer doesn’t have it, the product should be at least packed safe and then we can refund him the in the form of a voucher
The product should be packed safe and he will receive a refund deducted by the return cost
The customer will receive a refund in the form of a voucher, the product can be returned without a proper packing
The customer ordered Aberdeen sofa and paid, but we received info from from Logistics that it's out of stock and that we have a consolidate. Can we send it?
Yes. Consolidates are always very similar and the customer won't notice any difference
Yes, but we need to ask logistics about the difference first
Yes, but we need to check what is the difference by ourselves
Yes, but we need to ask PM to tell us what is the difference
When should we ask to un-ship/un-scan an order?
When it was already shipped, but we promised the customer a discount but forgot to deduct it from the order
When it was already shipped, but the customer called us and wants us to add one more product to the order
When it was already shipped, but the customer wants us to update his telephone number
It should never be done
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