Procedural Quiz 7

1.

1 point

Customer contacts support as their tracker is defective. You check the customer's account and the tracker is not paired to their account. What shall you do next if the customer is requesting a replacement to be sent to them?

Offer 1 year warranty replacement

Offer the customer to buy new tracker and provide them with a discount code

Send the Unpaired Trackers- EMEA macro then reassign to the Tier 2 - EU

Send the customer the EU warranty replacement which gathers the customer shipping information

2.

1 point

A customer bought a tracker on September, 20th 2013. They received a replacement tracker on November, 19th 2015. They can receive a free replacement as their tracker is still in warranty.

True

False

3.

1 point

A customer from Norway has a defective Fitbit Flex. How should you proceed?

Process a replacement in CAT

Use a replacement tracker Google form

Reassign the case to a different queue

Ask the customer to provide an alternative shipping address

4.

1 point

When processing a replacement for a customer in China, how should you proceed?

Process the order in CAT, choosing US as country

Use the NZ Replacement Google form

Process the order in CAT, choosing China as country

Reassign the case to the appropriate queue

5.

1 point

Customer wants to surprise his girlfriend with a present for St Valentine's Day. They are currently using their UK card, but his girlfriend lives in Paris. What can you advise the customer? /Choose the best answer/

Place the order for the preferred tracker and send a confirmation email to the customer

Explain to the customer that he can include a gift message which will make his girlfriend more happy

Advise the customer to provide you with a delivery address in UK or use a French credit card in order to arrange the shipping to his girlfriend

Re-assign the case to your supervisor, so they can review the case and allow the purchase

6.

1 point

Customer contacts support as they have lost their Flex. You can confirm that the tracker is paired to their account, it is not syncing for the past couple of days and the customer has bought it from our web-site.

Send customer a replacement Flex advising it is one time exception

Direct customer to buy a new tracker from one of our authorized retailers

Offer 1 year premium

Offer upgrade on a discounted price

7.

1 point

Customer has bought their tracker on December, 31st 2013. They have paired it on their birthday January, 31st 2014. The tracker has developed a severe hardware issue and the customer is contacting you, as the tracker is dead. How would you resolve the case?

Advise the customer to buy a new tracker, they are out of warranty

Offer 1 year free Premium membership

Process a replacement for the customer, as he is still in warranty

Offer the customer to buy new tracker and provide them with a discount code

8.

1 point

A customer emails support because their tracker is no longer syncing. They also believe that they have performed all troubleshooting steps. How should you proceed?

Troubleshoot the syncing issue before reassigning the case to the appropriate queue

It is hopeless, we will just going to send a replacement

Escalate the case to T2 EMEA for further instructions

Verify that the tracker is paired to the customer account and troubleshoot the issue.

9.

1 point

Where do we check if the customer has bought their tracker from an authorized retailer?

On fitbit.com/retailers

Escalate the case to Tier 2 - EMEA

In Salesforce article "Where Fitbit products are sold?"

If the customer has an invoice the retailer is an authorized one

10.

1 point

Customer bought a tracker on December, 10th as a Christmas gift for his mother. After the Blaze was announced he wants to return the tracker on January, 20th. We are going to refund the money back to him, as soon as we receive the tracker in our warehouse.

True

False