Subject: test- Pankaj
From: Deeksha Dadu <[email-masked]>
To: Subir Chakma <[email-masked]>
Date: Tue, 17 Jan 2023 13:41:21 +0000

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.

[Correct answer]
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.

[Correct answer]
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
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:

Dear Mr. Abdul Ajiz Greetings of the day!!!!! In reference to your email Dtd. 12/10/2022, this is to kindly inform you that goods against order no. 19837383 Dtd. 10/10/2022 has been dispatched through a courier named Aramex vide AWB# 6464948492 on 11/10/2022. Since delivery SLA is 3 BIZ Days so you are expected to get it on 14/10/2022.  Kindly acknowledge the receipt of the same. We hope that the same will be in line with your requirement. In case of any further clarifications or assistance is required, please feel free to contact us. Thanks and Regards, Customer Support
Words: 98
Points: 0 / 1
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Question 4 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 Sir, Greetings of the day!!! Thanks for writing to us. In reference to your email Dtd. 8/10/2022 and order placed by you Dtd. 2/10/2022, this is to kindly inform you that we shipped the goods within 3 working days as per our policies but a phone call from courier Aramex was not answered by you so the courier has started the process to return to our warehouse. The inconvenience caused to you is deeply regretted. Thanks and Regards Customer Support
Words: 81
Points: 0 / 1
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Question 5 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 Sir, Greetings of the day! We thank you for writing to us. We have noted the content of your email and are very perturbed by finding that the mirror has been broken down. Since the mirror was not broken while transiting it and it seems to be broken by mishandling at your premises by someone so we are unable to provide a refund to you. In case of any further clarifications or assistance is required, please feel free to contact us. Thanks and Regards, Customer Support
Words: 87