Subject: Re: English Language Test - Neetu Arora
From: Aishwarya Jaiswal <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Tue, 21 Feb 2023 01:10:07 -0700 (MST)

Question 1 of 5 
Comprehension 

You Received the following Email from Customer 

Salman Al-Nasser 
(Thu, 03 Oct 2022 at 4:22 AM) 

I ordered an order and paid via Credit Card. I will not be available to take the order as I am going out of town. Please refund the amount to me. 

Following information is available on system: 
Order # 19837383 
Customer Name: Salman Al Nasser 
City: Riyadh 
Date of Order: 01/OCT/2022 
Status: Shipped 
Items Ordered: 2 
Items Shipped: 2 
Items Pending: 0 
ship_date: 02OCT 
Courier: Aramex 
AWB# 6464948492 
Delivery SLA 3 BIZ DAYS 
Payment: Captured 

Please reply to this customer's email in English 

Answer given: 
Hi Salman, I really apologize that you have not received the items yet. We understand your concern, how valuable the items are for you. Please don't worry for the order, I am here to help you. At this stage I am unable to process the refund for the items. However, your parcel has reached the location and as per the order date today is the third business day since you ordered so I have sent an email to the courier partner to deliver the parcel as soon as possible so that you are able to receive the parcel before you leave. Hoping that you will receive the items that you have ordered on time and I am sure you will love it. 
Regards 
Neetu Arora 
Words: 125 

Points: 0 / 1 
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Question 2 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: 
Hi Abdul, I really apologize that you have not received the order yet. We understand your concern. Please don't worry, I am here to help you. I checked that you have placed the order on October 10, 2022, the estimated delivery time for the delivery is 3 business days. I request you to allow until October 13, 2022 for the parcel delivery. I am sure that our delivery partner will make it on time to deliver the parcel. 
Thanks and Regards, 
Neetu Arora 
Words: 83 

Points: 0 / 1 
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Question 3 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 4 of 5 
Multiple Choice 

What would you do in situation: You are logged into to your computer for your duty, you are suppose to be answering chats, its been 30 minutes and you have not received any chat, you are in night shift and there is no supervisor logged in 

Correct answer: C. 
Selected answer: C. 
A. 
You will keep waiting till some chats come into your queue 
B. 
You will write an email to your supervisor so he can check next day 
C. 
You will immediately call up your supervisor on phone/whastsapp and alert him 
D. 
You will think its your holiday and go off to sleep 

Points: 1 / 1 
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Question 5 of 5 
Comprehension 

Situation: 

Customer placed an order on our website on 2nd October 2022. As per the policies his order should be delivered within 3 working days. The customer contacts us on 8th October saying he did not receive the order. As per the tracking information supplied to us by our courier (Aramex) it says the order was not delivered as customer did not answer the phone, and has started the process of return to our warehouse. 

Please draft an email reply to customer in English 

Answer given: 
Dear customer, I am sorry to know that you have not received the parcel and still waiting for it. I am here to help you out with the situation. I checked that the order was shipped with our delivery partner Aramax and they tried to deliver the parcel on time, however, courier boy stated that he called you and your number could not be reached so our delivery partner has initiated a return for the parcel. You do not need to worry as we have an option to help you with either a refund or if you still need the items, we can arrange a re-delivery with a expedited delivery method. I will wait for your response for your preference to proceed further to sort this out. 
Regards, 
Neetu Arora 

Begin forwarded message: 

From: Neetu Arora <[email-masked]> 
Date: 14 February 2023 at 22:22:33 GMT+5:30 
To: Saurabh Dadu <[email-masked]>, Ashish Dabral <[email-masked]>, [email-masked], Deeksha Dadu <[email-masked]>, Aishwarya Jaiswal <[email-masked]>, [email-masked] 
Subject: English Language Test - Neetu Arora 
Reply-To: [email-masked] 

BQ_BEGIN

	
	
			Foreign Language Screening Test 
		
	Name 	Neetu Arora / (91) 9811936899 / [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. 	Hi Abha, 

Greetings from Babyshop! 

Thank you for contacting us. I really apologies that you haven't received your order till now. I understand your concern. 

I have checked that the courier guy attempted the delivery, However the address you have mentioned is incorrect. Our courier partner is unable to deliver on the address which is provided by you. 

I request you to share your address again or provide any alternate address with correct pin code that will be really helpful. 

We will appreciate to hear back from you soon. If you have any other query, Please feel free to contact us any time. 

Thanks 
Regards 
Babyshop 
	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. 	Hi Abdul, 

Greetings From Homebox Team! 

Thank you for contacting us. I really apologies that you have found scratches on the TV Cabinet after installation. I really understand that how valuable the product is for you. 

As I can check with my installation team, product was found scratched proof before and after installation. If you need an image of product after installation I can definitely share with you. As per company norms, if my team found any damage goods before and after installation, they have rights to exchange with the new one. 

However, I will check with my team, If we can give you a free polish service for one time. If you need one time polishing service for your new TV Cabinet, please feel free to contact us. 

We will hear back you soon. 
Thanks 
Regards 
HomeBox Team. 

	

	

BQ_END