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Zappos Practice Quiz

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1.
2 points
If a customer makes and purchase with a gift card, and that order is returned, how is the customer refunded?
2.
2 points
How long does it take for UPS to recycle a tracking number?
3.
2 points
If a customer states they have just printed their return label, how can we confirm this on their account?
4.
2 points
You should always upgrade a customer to 2 business day shipping?
5.
2 points
Which of the following statuses would prevent you from offering a customer an advanced xo?
6.
2 points
The email template for processing an auto xo for a customer is advanced_xo.
7.
2 points
Mass discount coupons can be found online for Zappos.com
8.
2 points
what does DMCR stand for?
9.
2 points
If a customer calls because they would like to change the credit card they used on a recently placed order that is still in Received [in-house Whiskey], which department should you transfer the customer to? (The item is not available to place a new order.)
10.
2 points
Per policy, choose the reason we would offer an advanced credit.
11.
2 points
If a customer returns an order purchased with an E-Gift Card, they are refunded to the same GC Code.
12.
2 points
Which e-mail template would you use when processing an advanced credit?
13.
2 points
Which of the following would merit placing an alert on a customer's account?
14.
2 points
How long do we have to make changes to an order?
15.
2 points
A customer's return package can be followed all the way to the warehouse using the return tracking number?
16.
2 points
When you see [special] in a status what does that indicate?
17.
2 points
Per policy, you would by pass the credit card on an exchange when the original order was wrong or defective.
18.
2 points
We can view whether or not a customer is subscribed to our general mailing list
19.
2 points
When cancelling an entire order, what is the timeframe do we advise for the voided authorization?
20.
2 points
What is the importance of keeping internal policies internal?
21.
2 points
How long before coupons expire?
22.
2 points
An e-mail account is unique to every account.
23.
2 points
We accept money orders.
24.
2 points
The shopping cart will hold and keep an item for a customer by making it unavailable to other customer.
25.
2 points
When cancelling an order, the system will automatically void the auth.
26.
2 points
We can make changes to an order as long as the timer has not expired.
27.
2 points
If you see ____ in a status this indicates that an advance xo or an advance exchange has been processed.
28.
2 points
What email do we send when cancelling an entire order?
29.
2 points
An irate customer wants to speak to a superviser should be transferred to OV.
30.
2 points
After sending a ticket to RDesk, how long should you advise the customer it may take before hearing a response?
31.
2 points
Coupons systematically never expire.
32.
2 points
Zappos ships USPS to Alaska/Hawaii, U.S. Territories, and APO/FPO addresses.
33.
2 points
If a customer has a special request, like a signature required on all future orders, which department should they be transferred to?
34.
2 points
If a customer used their $100 E-Gift Card on an order totaling $75, can they use the rest of the same GC Code towards a new purchase?
35.
2 points
What are the 3 best ways to look up a customer's account?
36.
2 points
The original name for Zappos.com is
37.
2 points
What link do we click on to request a signature for an order?
38.
2 points
Which department do we contact regarding escheatment?
39.
2 points
When a customer calls to process a gift xo, any unused funds are automatically refunded to the gift recipient.
40.
2 points
Where is the auto xo button located?
41.
2 points
what is the format for a customer without an email address?
42.
2 points
What is the complete return timeframe for a full refund?
43.
2 points
A customer calls because they clicked on a specific dress sandal and the image shown is a handbag. What department do you notify?
44.
2 points
In which of the following situations would using izoogle be useful?
45.
2 points
Which e-mail template do you use send to a customer when you manually upgrade their shipping?
46.
2 points
OV@zappos.com is the e-mail address for Order Verification
47.
2 points
In what status are the funds captured on an order?
48.
2 points
A customer calls and says they don't recognize a charge from Zappos.com on their credit card. Who do you notify?
49.
2 points
you can send a DMCR replacement to a PO box
50.
2 points
A new account will automatically upgrade a customer to VIP.
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