Floor Support knowledge Test

1.

4 points

When can an agent switch computers?

Avaya is not responding after basic troubleshooting

If they aren't close to their friends

If they are on scheduled lunch

If they are on break

If an agent is cold in that area

2.

1 point

If you are not able to create an appeasement plan for an escalation what would be the next best step? (No TL available on the floor)

Consult other floor support agent's assistance for the appeasement plan.

Ignore the agent and help someone else.

Advise to fill the supervisor will get back to you (fill the form)

Reach out to the TLs by interrupting the meeting.

3.

2 points

What does Cybersource error AVS error 'G or 1 - NOT SUPPORTED' stand for?

AVS system is not supporting Cybersource

AVS GENERAL issues - contact your financial institution

ZIP code/street address doesnt exist

International CC with non-international billing is being used

4.

2 points

If an in-store purchase is sent to DC with a Merchant Return Label that was created last week, how can we help the client with this particular issue as soon as possible?

Advise her to contact that store since its a in-store purchase

Send the Verify return status form right away.

Advise the client to wait same time frame she has to wait for online returns.

Contact a TL so we can request information from DC.

5.

2 points

Which are the following orders can you replace after verifying all the information with the client immediately?

Cannot Verify(2nd Time cancelled for same reason)

AVS fail

ATO

Chargeback

Confirmed Fraud

A, B, C

A, C, D

6.

4 points

When would you approve free/expedited shipping for a client?

$33 order and the client is wondering if you can give her free shipping.

$20 item she forgot to add to her shopping cart that she checked out 30 mins ago

BI(active) client has RTS order due to shipping company's fault.

Wrong shipping address added by CSR causing the order to be delivered at wrong address

ALL of the above

NONE of the above

A and C

B, C and D

7.

2 points

what is the best example when you would ask for images from the client?

200$ Tom Ford Damaged Cologne bottle(ROUGE, YTD 3000$)

Client has 3 orders back to back damaged

first online order is damaged

client claims she got an email with promo codes that do no exist with Sephora

Client claims damaged item but the box isnt damaged(suspicious) ~100$ item

8.

2 points

Who initiates the ETHOCA alert?

Financial Institution

Credit Card holder

Account holder

9.

4 points

Floor Support is allowed to carry their own pen and paper to assist.

True

False

10.

4 points

When TLs are unavailable, how would you deal with an agent who is abusing AUXes?

Advise the agent that you are aware of what he is doing.

Inform a TL while they are in the meeting.

DEMAND the agent to stop what they are doing or else there will be serious consequences.

Make him/her switch computers next to yours so you can track his/her activities.

Document and track the AUX abuse and inform TLs after the meeting.