Subject: Fwd: English Language Test - Sandeep Nair
From: Aishwarya Jaiswal <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Wed, 25 Jan 2023 03:37:06 -0700 (MST)

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 2 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: 
Dear Mr Nasser Greetings from XYZ company. Thank you for your email. This is regarding the order you placed with us on 1 October 2022, the order is meant to be delivered within 3 business days via Aramex. We understand that you won't be available to receive the order and would prefer a refund. We'll be happy to initiate the same for you. We have asked Aramex to return the order back to us, once we receive the package we'll be able to process the refund. It'll be credited back to the original payment method within 7 business days. Kindly let us know if you require any further details. Thank you for your time. Sincerely XYZ company 
Words: 117 
Points: 0 / 1 
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Question 3 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, Greetings from XYZ company. This is regarding the order you placed with us on 2nd October 2022. We understand that you haven't received it yet as it was meant to be delivered on 5th of October 2022. As per our inquiry with Aramex, the package could not be delivered beacuse the call was not received by customer when the delivery agent attempted the delivery. As a result the package is being returned back to us. We'll redeliver the package to you once it reaches the warehouse and will share a fresh tracking number. We hope this will be helpful for you. Please let us know if you need any further details. Thank you for your time. Sincerely XYZ company 
Words: 121 
Points: 0 / 1 
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Question 4 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 5 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 Ajiz Greetings from XYZ company. Thank you for reaching out to us. We understand that you haven't received the package ordered with us on 10 October 2022. The order was shipped on 11 October 2022 via Aramex and was meant to be delivered within 3 business days. We have opened an inquiry with Aramex for order number 19837383. We request you to provide us with 24 hours time period and we'll let you know the current status of the package. We apologise for the inconvenience caused. We'll respond back with a positive response. Kindly let us know if you need any further details. Sincerely XYZ company 
Words: 108 

From: "Sandeep Nair" <[email-masked]> 
To: "saurabh" <[email-masked]>, "Ashish Dabral" <[email-masked]>, [email-masked], "Deeksha Dadu" <[email-masked]>, "Aishwarya Jaiswal" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]> 
Sent: Saturday, January 14, 2023 1:08:50 PM 
Subject: English Language Test - Sandeep Nair 

	
	
			Foreign Language Screening Test 
		
	Name 	Sandeep Nair / (91) 8860163776 / [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 Customer 

Greetings from Babyshop, we hope you're doing well. 

This is regarding the order number: 567 placed with us on 3rd January. We would like to inform you that a delivery attempt was made on 12th of January, however it wasn't successful due to the address being incorrect, as a result redelivery was not possible on same address. The product was shipped the same day when the order was placed. We would request you to share the correct address which would enable us to complete the delivery. You may also share the same by contacting us on our customer care number. 

Sincerely 
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 Abdul 

Greetings from Homebox. We hope you're doing well. 

Thank you for purchasing the TV cabinet from us, however we're disappointed to know that there was damage on the product. Our commitment with the customers is to ensure complete satisfaction. We'll be more than ready to arrange a replacement for you, a new product will be delivered to you within next two days, the damaged tv cabinet will be picked by our return team on same day. We apologize for the inconvenience caused and will work hard to deliver better service. Thank you for letting us know about it. 

Sincerely 
Homebox