Subject: Fwd: English Language Test - Virendra Singh Negi
From: Aishwarya Jaiswal <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Date: Mon, 13 Feb 2023 22:40:22 -0700 (MST)

Question 1 of 5 
Multiple Choice 
You encounter a question from customer while helping him on chat, for which you have no training for. What will you do in this situation 

Correct answer: A. 
Selected answer: A. 
A. 
Tell the customer you will get back to him by email, and then speak with your supervisor to understand the situation. Once you've understood you will email the customer back. 
B. 
You will just give some answer to the customer that you think may be ok (not sure, but sounds ok). 
C. 
You will tell the customer that you don't know the answer and he should try to find it on Google himself 
D. 
You won'ts say anything and just disconnect the chat 
Points: 1 / 1 
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Question 2 of 5 
Multiple Choice 
You daily target to work on email cases is 80. You have completed your 8 hour shift, and you were only able to achieve 60 email cases. What would you do? 

Correct answer: A. 
Selected answer: A. 
A. 
Work extra hours to make sure to achieve the expected target of 80 
B. 
Log off and go home. Try to achieve the target next day 
C. 
Log off and go home 
Points: 1 / 1 
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Question 3 of 5 
Comprehension 
Situation: 

Customer purchased a mirror from our shop 3 weeks back. Customer contacts you on email saying the mirror broke, and is asking for a refund of mirror. 

Please draft an email response for the customer in ENGLISH 
Answer given: 
Dear Mr. ABC, Subject: Regarding your broken mirror. Thank you very much for contacting JK LTD. I'm really sorry to know that your mirror got broken. I truly understand your concern, however, our warranty policy only covers the damaged delivered items. We were able to check that the mirror in question was not broken at the time of purchase. Therefore, we won't be able to refund the charges. As a valued customer we can offer some sort of discount to you on purchasing a new mirror. Please find the below link to check our return and refund policy. Once again I apologized for the inconvenience caused to you. Is there anything else we can help you with please don't hesitate in contacting us again. Your sincerely, XYZ JK LTD. 
Words: 129 
Points: 0 / 1 
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Question 4 of 5 
Comprehension 
You have received the following email from Customer: 

Date of Email: 12th October 2022 

Dear Support team, I've placed an order on your website, and I am very unhappy that I've not received the order yet. 

Following information is available on the system: 

Order # 19837383 
Customer Name: Abdul Ajiz 
City: Jeddah 
Date of Order: 10/10/2022 
Status: Shipped 
Items Ordered: 10 
Items Shipped: 10 
Items Pending: 0 
ship_date: 11OCT 
Courier: Aramex 
AWB# 6464948492 
Delivery SLA 3 BIZ DAYS 
Payment: Captured 

Based on the information you have available, please draft a reply to the customer to be sent to him in English . 
Answer given: 
Date: 13th October 2022 Subject: Order # 19837383 Dear Mr. Abdul, Thank you very much for contacting us. I'm really sorry to know that you haven't received your order. I have checked your order details and can see that your order wasn't delivered due to incorrect address. Our delivery partner Aramex tried to contact you but you didn't not pick up the phone. I'd request you to please update your billing address online and we will arrange the delivery again of your above mentioned order. I appreciate your understanding and patience with this matter. Warm regards, XYZ GHJ PVT. LTD. 
Words: 100 
Points: 0 / 1 
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Question 5 of 5 
Comprehension 
You have received the following email from Customer: 

Date of Email: 19 th October 2022 

Dear Support team, I purchased Polo Perfume from your website, I don't like its smell. I tried to return on your website, but I do not see a button to return this item. Can you please pick up the item from my home. 

Following information is available on the system: 

Order # 19837383 
Customer Name: Abdul Ajiz 
City: Jeddah 
Date of Order: 10/10/2022 
Status: Shipped 
Items Ordered: 1 
Items Shipped: 1 
Item Name: Polo Perfume 
Items Pending: 0 
ship_date: 11OCT 
Courier: Aramex 
AWB# 6464948492 
Delivery SLA 3 BIZ DAYS 
Payment Method: COD 
Payment: Captured 

Our Returns Policy: 
We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process. 

We do not accept: 

- Products damaged by misuse or showing signs of wear, even if they are still under warranty. 

- Products that have been used, altered, assembled or installed, unless they are defective. 

- Lingerie, jewellery, disposable items such as nappies, or nursing and maternity products like bottle warmers, if their packaging has been opened. Of course, we will take back defective products. 

- Toiletries, perfumes and cosmetics. 

- Bedding, mattresses, bath products, kids' products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging. 

- Products that have already been assembled, unless there is a manufacturing defect. We reserve the right to check for defects and will repair or replace the defective products at our discretion. 

- Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead). 

Please return your non-furniture products in their original packaging, within 14 days of delivery. Double-check that you've included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order. 

Based on the information you have available, please draft a reply to the customer to be sent to him in English . 
Answer given: 
Date: 20 October 2022 Subject: Order # 19837383 Dear Mr. Abdul, I'm sorry that you didn't like the smell of the recently purchased perfume. I understand that you would like to return the item. I'd like to inform you that your item is still under our 14 days return policy. I have arranged a return bag to be sent to you. You will receive it within 3 working days. Please send your item back to us and we will be more than happy to hep you out. If there is anything else you need to help with please reply to this email. Warm regards, XYZ GHJ PVT. LTD. 
Words: 108 

From: "Aishwarya Jaiswal" <[email-masked]> 
To: "subir" <[email-masked]> 
Sent: Friday, February 10, 2023 12:29:16 PM 
Subject: Fwd: English Language Test - Virendra Singh Negi 

Hello Subir sir, 

Can you please talk to this candidate for Chat Supprt, if you find his test suitable. 

Thank you 
Regards 
Aishwarya 

	
	
			Foreign Language Screening Test 
		
	Name 	Virendra Singh Negi / (+91) 8527628333 / [email-masked] 
	Whats your first language 	English 
	Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted. 	Dear Mr. ABC, 

Thank you for contacting babyshop.com. 

I'm really sorry to know that you didn't receive your order package. 

I'll try my best to sort this out for you. Upon checking your order details I can see that our courier agency tried to deliver your hand bag twice but due to incorrect address they were unable to deliver your order package. I have gone ahead and refunded the charges to you. The refund will process within 7 business days to your original payment method. I'd request you to please place a new order online using the express delivery option. Please fill your address details carefully. Once you will receive your order package please reply to this email and we will refund the express delivery fee. 

We always strive to provide the best experience to our valued customers. Please let us know if you need any further assistance. 

Yours sincerely, 

XYZ 
babyshop.com 

	Based on the Situation 2 above, please draft an email response to the customer. You don't necessarily need to know the policy of the brand, but use the best practice from e-commerce companies that you've shopped from so far to know the policies. 	Dear ABC, 

Thank you for contacting us. 

I understand that you have received damaged television cabinet. I apologized for the inconvenience caused to you. 

As we have 14 days return policy so we will provide a full refund or free replacement as applicable. I have arranged a return bag for you. You will receive it within 3 working days. Please send your damaged television cabinet back to us and we will replace it with a new television cabinet as soon as possible. We always try to meet customers' expectations and look forward to assist you in the best possible way. 

Once again, we apologize for the inconvenience, and we thank you for your continued patience and support while we work to resolve this issue. 

Regards, 

XYZ 
Homebox Team