Subject: Fwd: English Language Test - Yashi Gupta
From: Aishwarya Jaiswal <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Tue, 21 Feb 2023 01:04:28 -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 

You have received the following email from Customer: 

Date of Email: 12th October 2022 

Dear Support team, I live in Jeddah, and I want to buy Dining Table Set. 
[ https://0cm.classmarker.com/11308849_ZXVE2T9U.png ] 

I want to ask you is the delivery free for me, or if there is a charge? 
---------------- 

The Delivery Policy Listed on Website is below 
[ https://0cm.classmarker.com/11308849_9P6CJBSS.jpg ] 

Based on the information you have available, please draft a reply to the customer to be sent to him in English . 

Answer given: 
Subject: Query regarding delivery charges. Dear Customer, This mail is regarding the query received from your end for the delivery charges of the "Bridgewell 6 Seater Dining Set with Bench". For your location Jeddah, the delivery for the above mentioned item will be SAR 150. We hope we have been able to answer your query for further assistance feel free to revert. Happy Shopping! Thanks & Regards, Support Team, Company Name 
Words: 71 

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: 
Subject: Reply to Non-Delivery of the order. Dear Customer, This mail is in response to the email received by us on 08.10.22. The order should have reched you by 5th Oct 2022 as per our policies. We have received information regarding your order from our Courier Partners (Aramex) that the order was not delivered to you on time as they tried contacting you but you did not answer your call so the process of return of your package to our warehouse. Kindly go to your account from where you had placed the order & click on the link generated to cancel the return & do pickup up the call timely this time. Another way of completing the order is by contacting the courier company whose number is 9898765432 and providing them with your order details and requesting for delivering your package again or going to the courier company yourself and collecting it. Thanking you, XYZ Company, Customer Service Representative 
Words: 159 

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: 
Dear Abdul Ajiz, This mail is regarding reply to your mail for return of Polo Perfume (Order # 19837383) from our website. We are sorry to inform you that the Perfume bought cannot be returned as it is clearly mentioned in our return policies. We look forward to you shopping with us again. Happy shopping! Thanks & Regards, Support Team, XYZ Company 

From: Yashi Gupta <[email-masked]> 
Sent: Wednesday, February 15, 2023 12:17 PM 
To: Saurabh Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Aishwarya Jaiswal <[email-masked]>; [email-masked] <[email-masked]> 
Subject: English Language Test - Yashi Gupta 

	
	
			Foreign Language Screening Test 
		
	Name 	Yashi Gupta / (91) 7897378675 / [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. 	To: [email-masked] 

From: [email-masked] 

Subject: Reply to non-delivery of the order. 

Respected Mam, 

This email is in response to the email received by me on 21.03.21. 

This email is regarding order number 
EDG-2006 which was supposed to have reached you by now. Unfortunately, the courier company could not carry on with the required process as the address was wrong. I would be grateful to you if you could send us the correct address with two mobile numbers as to the person who we can contact while making the delivery. 

Another way of completing the order is 
by contacting the courier company whose number is 7557777326 and providing him with your exact location or going to the courier company yourself and collecting it. 

Extremely sorry that you had to go through this experience with us. 

Thanking you, 

From XYZ Company, 

Customer Service Representative 

Yashi 
	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. 	To: [email-masked] 

From: [email-masked] 

Subject: Reply to issue faced in after service of the order. 

Respected Sir, 

Thanks for reaching out to us to inform us about this incident! You must be feeling really overwhelmed right now and I understand that. I hope you accept my apology on behalf of the company. 

I will immediately contact the department to fix this problem as soon as possible. You will receive a heads-up as soon as I have any update regarding this. 

I hope this incident won’t kill your trust in our brand. As an apology, I offer a 30% discount on the next purchase you make at our online store. 

Thanking you, 

From XYZ Company, 

Customer Service Representative 

Yashi