Customer Service Assessment

A friendly customer service representative assisting a customer in a modern office setting, with elements representing various home goods and furniture in the background.

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

12 Questions3 MinutesCreated by HelpfulGuide425

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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