O5A Level 1 Final Exam

What is the proper notation for the following scenario?

The customer called to check the status of her order. You tracked it, and it shows delivered, but the customer stated she doesn't have the package. The agent explained we would start an investigation, which would be resolved within 3-7 business days. If approved, a refund will be processed within 3 to 5 business days.

• Site: SLMB or TechM
  Who: CCI/ Name of caller
  VOC: I did not receive my Package
  Resolution Given: Raised an ORC for merchandise not received.
  TAT:3-7 days for investigation and 3-5 business days for refund to be processed.
  Additional Info:

• Who: cci

  Why: WISMR

  How: Shows returned

  What/Additional Info: will have to wait for credit

• Who: cci

  Why: Missing Item

  How: Order shows L1 and L2 should have been shipped together. Howver, the customer states they only received L1.

  What/Additional Info: Explained to the customer they will receive a notification of your claim status through email within 3 business days. If approved, you will see your refund on the original payment method within 5-7 business days of the claim getting approve

If an item is sold out on saks off 5th .com, you should …..

• Tell the customer to check back later

• Connect her to a store

• Offer nothing

• Offer a comparable item or add to the waitlist

Where do you go to view training processes and documents?

• Blue Martini

• Borderfree

• Core

• Knowledge Base

A customer has ___ days to return a regular Saksoff5th.com item.

• 30 days

• 60 days

• 25 days

• 35 days

 

Where will you go on UAD to capture notes on a case if an order number was provided by the customer?

• Details tab

• Feed area tab

• Add Notes to OMS

• Contact Search Tab

How do we perform a price adjustment or price match while placing an order?

• Saks direct view

• Click "Override Price" in the shopping cart

• We can't perform a price adjustment or price match while placing an order

• Refer the case to the "Fraud Team"

How many promotional codes can be entered per order?

• 2

• 3

• 4

• 5

When combining a credit card & gift cards in placing order online, the card that will be charge first is the credit card and the rest will be on the gift card

• True

• False

A customer wants to buy the Eyelet Smocked Mini Dress in color white, size small but when she chooses the size and color the price shows as $81.00 so she's upset because in color black in the same size the price is $60.75. She asks you why the website has two different prices for the same item. What do you have to do?

• Explain the prices are different because color black is going out of season, reason why it has a more discounted price and the price is different for color white

• Escalate the issue to a Team Manager so they can open a Help Desk ticket for the price to be fixed and show the same price for all colors at saks.com

• Let the customer know she can place the order with you and later call the customer support number for them to adjust the price and honor the price of $60.75 for color white

When an order is BOPIS, the customer can set a pick up person and the order will be available to be picked up for 7 days. After that time, the order is cancelled and the refund process starts.

• True

• False