2. CST :Hello,How are you doing today? Thanks for your email. We are looking to purchase 12/ 200Ah battery. Advice ASAP.Best regards,What is the correct event summary? A） Pre-sales consulting/Stock inquiry B） Pre-sales consulting/Product inquiry C） Pre-sales consulting/Cooperation&Offers D） Pre-sales consulting/Product recommendation
3. A customer says I would like to buy, a set caster wheels for VEVOR Mechanics Stool, if they are available. and there are no records in the OBS for the order with the email they used to contact us. Select the correct process. A） Send calming template and assign to vevorquality B） Ask for the order number and wait for a reply to confirm which is the correct assignee C） Ask for the order number and assign to vevorquality D） Send calming template and assign to vevorescalate
4. If a customer reports a quality issue after being offered a 30% discount to keep the product, what is the correct procedure? A） The ticket should have been transferred to vevorquality B） The ticket should have been transferred to vevorescalate C） Completing negotiations and offering 60% D） Asking the customer for pictures or a video of the problem
5. If a customer reports that a product arrived damaged and sends photos of the damaged items, what is the procedure? A） Reply with the calming template, change the owner to 【vevorquality】Ticket summary After-sales/product reasons/Damaged items for quality B） Reply with the calming template, change the owner to 【vevorlogistics】Ticket summary Logistics Delivery/Logistics Damage C） Ask the customer for pictures of the package's outer box. and ticket transfer to vevorquality Ticket summary After-sales/product reasons/Damaged items for quality D） Ask the customer for pictures of the package's outer box. and ticket transfer to vevorquality Ticket summary Logistics Delivery/Logistics Damage
6. If a customer requests a return due to reasons such as the item being "too big, "too small, or too heavy, and the customer does not admit to ordering the wrong size/weight.What is the correct response? A） Asking the customer for photos or videos and transferring the ticket to vevorquality B） Reply to the comfort template, change the owner to【vevorquality】, and set the ticket status to open C） Provide the customer with a description of the product website and ask if the customer thinks it is clear enough and if there are any improvement suggestions" D） Deeply understand the specific reasons why customers do not like it, such as quality, functionality, etc
7. CST: hello i am interested in this item DDGLKFHBXG18KX4BAV1 but I want to know if I can use this for cold cofee instead of hot coffee.Which of the following templates is the most suitable to use in this case: A） Dear customer,Thank you for contacting us. We are glad to know that your are interested in our product.We’re reviewing your request and will provide a detailed update within 48 hours.If you have additional questions before then, feel free to reply to this email. We appreciate your patience!Best regards,VEVOR B） Dear customer,Thank you for contacting us. We are really sorry for the inconvenience caused. We’re reviewing your request and will provide a detailed update within 48 hours to make sure that your issue is handled correctly.If you have additional questions before then, feel free to reply to this email. We appreciate your patience!Best regards,VEVOR C） Dear customer,Thank you for contacting us. We are glad to know that your are interested in our product.We’re reviewing your request and will provide a detailed update within 24 hours.If you have additional questions before then, feel free to reply to this email. We appreciate your patience!Best regards,VEVOR D） Dear customer,Thank you for contacting us. We are really sorry for the inconvenience caused. We’re reviewing your request and will provide a detailed update within 24 hours to make sure that your issue is handled correctly.If you have additional questions before then, feel free to reply to this email. We appreciate your patience!Best regards,VEVOR
8. Which of the following is considered an invalid reply? A） Asking for the product information if the product can not be found at all B） Sending calming template 9 minutes after asking in the groupchat C） Sending a second email after replying in the wrong language D） Reply with a calming template duplicated tickets from other platforms
9. CST: I dont know what is happening with my heater, im not sure if it me who does not know how to use it, but it wont heat at all. Can you please help me understand what is going on with it?Select the correct ticket summary for this case A） After-sales/technical support Instruction issues B） After-sales/product reasons Not as described C） After-sales/technical support Operation consulting D） After-sales/product reasons Quality issues
10. In a B2B case, if the cst is saying they have not received any reply form us after the first contact, which template should be used? A） Dear customer,Thank you for contacting us. We are really sorry for the inconvenience caused. We’re reviewing your request and will provide a detailed update within 24 hours to make sure that your issue is handled correctly.If you have additional questions before then, feel free to reply to this email. We appreciate your patience!Best regards,VEVOR B） Dear Customer,Thank you for your interest in placing a large order with us.We are really sorry for the inconvenience caused.We highly value your intention and have forwarded your inquiry to our specialized business team for further support. A dedicated account manager will contact you shortly via our official business email. Please keep an eye on your inbox, and kindly check your spam or junk folder in case the email is filtered.We will do our best to assist you with your bulk order requirements.Best regards,VEVOR C） Dear customer,Thank you for your contact.We have forwarded your contact information to the sales staff. Please wait patiently for the response from the relevant department. If you want to speed up the progress, please contact vevor again.Sincerely,vevor D） Dear customer,Thank you for contacting us. We are glad to know that your are interested in our product. We’re reviewing your request and will provide a detailed update within 48 hours. If you have additional questions before then, feel free to reply to this email. We appreciate your patience!Best regards,VEVOR
11. Which is the main mistake in this ticket 1779086924213? A） Incorrect ticket summary selection B） The agent replied in chinese and that is not permitted C） The ticket was handled and is a customer suspected of fraud. D） The agent failed to find the product and give a proper reply to the cst
12. Customer-related reasons for returns. Under what circumstances should the agent offer 60%? A） For vip users within 90 days after receipt B） If the customer rejects the 30% offer C） For vip users more than 90 days 90 days after receipt D） For Regular users: After informing the customer that the order has exceeded 30 days
13. In what cases must the agent verify the information on the OBS system before responding to customers? A） To check for payment errors B） To find order numbers associated with customer emails C） To check the validity of the coupons D） To check the account status
14. Custome email CA siteWhen would you have GYB-630B II hydraulic pump back in stock?What is an incorrect response? A） Dear Customer,Thank you very much for your inquiry.Unfortunately, the product you requested is currently no longer available.We sincerely regret that we cannot assist you as desired. If you are still interested in similar products or have additional requirements for a product, please feel free to let us know. We would be happy to search for suitable alternatives for you or advise you on selecting another product.Our team is always committed to meeting your needs and providing you with a satisfactory solution. Please do not hesitate to contact us if you have any questions or concerns.Best regards,Vevor B） Dear Customer,Thanks for reaching out.We know it's disappointing to hear, but that product is currently out of stock.While we don't have an exact restock date just yet, please know that we're working hard to get it back on our shelves! Typically, it might take over a month for items like this to become available again, but we're optimistic about its return.To ensure you're the very first to know the moment it's restocked, we highly recommend you visit the product page on our website, enter your email address, and click that handy "Notify Me" button. You'll receive an instant email notification the second it's ready for purchase!We're confident it'll be worth the wait, and we're excited for you to get your hands on it soon.Please feel free to reach out if you have any other questions in the meantime.Best regards,Vevor C） Dear Customer,Thank you for your email.To better assist you, could you please send us the link to the product you're inquiring about? After you send us the information, we will respond promptly.If you have any other questions, please don't hesitate to contact us.Sincerely,Vevor D） Dear Customer,Thank you for your email. Based on your description, we believe this product may be what you're referring to:https://www.vevor.ca/pto-pump-c_11106/hydraulic-pump-hydraulic-motor-21-2gpm-hydraulic-pump-for-log-splitter-p_010423297219Please confirm if this is correct. If not, kindly share the specific product link so we can assist you better.Looking forward to your reply.Best regards,vevor
15. Regarding the following tickets, agents are choosing the refund reason as "Return for buyer reason."Which of the following cases are incorrectly classified under this reason? A） It requires a high level of paint dilution to prevent clogging; I don't like the result. B） It was not what I expected. I expected a product that you just unfold and setup in a few seconds. difficult to use. I need to return it please. Thank you. C） pomp retour voldoed niet aan de verwachting . Zoals de beschrijving ' D） My patio is too windy for this awning. The poles bang and the material acts like a kite.
16. Select the cases in which is requiered to put the ticket as solved. A） When asking for quality pictures B） When offering a 30% negotiation in a customer reason case C） When the agent is completly sure that the case has been resolved D） When a question is being asked to the cst in a presale case
17. In which cases it is not necessary to ask the cst if they applied for a VAT excemption? A） When the cst is a Pro user B） When the user is a V4 C） When the cst says they already applied for the excemption D） When the cust is asking for a tax refund
18. Which of the following statements are correct regarding the Invoice process in general? A） If a mexican cst asks for their invoice the agent needs to assign the ticket to vevorescalate B） If a cst is asking for an invoice but the order has not been shipped in over 24 hours the agent must assign the ticket to vevorescalate C） If a cst is asking for ther invoice to be in CZK instead of EUR the agent must assign the ticket to vevorescalate D） If a cst is asking to change the product name and amount in the invoice the agent should modify the invoice directly
19. If a cst reports that their product is leaking oil, which of the following are incorrect ways of handling? A） Damaged for logistics B） High risk C） Quality issue D） Damaged for quality
20. Is the first agent response in this ticket 1779039923047 correct? TRUE FALSE
21. CST :Cégre szeretnék vásárolni, így fontos az adószám a számlán.köszönöm The agent responded:Tisztelt Ügyfelünk!Köszönjük e-mailjét.Miután leadta rendelését, ismét felveheti velünk a kapcsolatot, hogy megkapja a megadott információkkal ellátott számlát.Ha bármilyen kérdése van, kérjük, forduljon hozzánk bizalommal.Tisztelettel:VevorIs the agent's response correct? TRUE FALSE
22. CST :Dzień dobry, Uprzejmie proszę o ofertę na 2 stoły warsztatowe z Państwa strony internetowej: https://www.vevor.pl/regulowany-stol-warsztatowy-c_11969/stol-warsztatowy-vevor-z-regulacja-wysokosci-122x61x104cm-stol-roboczy-1600lbs-p_010213336747 Wraz z ofertą proszę o informację dotyczącą warunków transportu i płatności. Dziękuję i pozdrawiam,The agent responded:Dziękujemy za list.Z przyjemnością pomożemy. Jeśli chcesz otrzymać wycenę produktu, prosimy o podanie następujących informacji:.Twoje dane:Imię i nazwisko kupującego:Adres wysyłki:Telefon:Adres e-mail:Ilość:Wyślemy Ci formularz wyceny po otrzymaniu tych informacji. Dziękujemy za zrozumienie i wsparcie.Informujemy również, że akceptujemy płatności PayPal i kartami kredytowymi.W razie pytań prosimy o kontakt.Z poważaniem,VevorIs the agent's response correct? TRUE FALSE
23. Is the invoice sent in ticket number 1777560771889 correct? TRUE FALSE
24. Agents can submit the calming template as "send" when assigning a ticket so the assignation can be done faster instead of changing the status from one to another. TRUE FALSE
25. It is strictly necessary to send the product specification when using the size/weight template. TRUE FALSE
26. Agents should send the calming template with "24 hours" everytime they assign a ticket to vevorescalate/vevorquality/vevorlogistics. TRUE FALSE
