CSR Assessment Prep #3

Question 1

True or False: A Service Order is required for a No Charge Shortage Correction Order.

Accepted Answer

True

Question 2

Where can we check if an invoice has been paid or not?

Accepted Answer

Order History- Receivables

Question 3

How are post order issues documented?

Accepted Answer

In a Service Order

Question 4

When do you need your manager's approval before cancelling an order?

Accepted Answer

There is a PAL on file or the items are over $1000

Question 5

Who do you contact when a customer wants to reroute their package during transit?

Accepted Answer

Your manager

Question 6

What is researched when a customer communicates they have been shorted parts?

Accepted Answer

Request pictures & make sure items have shipped from Mouser

Question 7

How often should special instructions be verified?

Accepted Answer

Every 3 months

Question 8

Can a rep provide date code information for a product before an order is placed?

Accepted Answer

No, this is provided at the time of order pulling

Question 9

If the customer asks for a Certificate of Origin while placing their order, what do you do?

Accepted Answer

Add the OPC "WF1" (Export Documents Required) to the order

Question 10

What are the conditions for an invoice adjustment?

Accepted Answer

The invoice must be unpaid, The original invoice cannot be taxable, Adjustment must be under $25

Question 11

What terms are used on shortage correction orders LESS than $100?

Accepted Answer

16 No Charge

Question 12

Management approval is needed for any Return Authorization request over $_____.

Accepted Answer

1000

Question 13

At what point is an order considered a "Large Order?"

Accepted Answer

When the order is over $20,000

Question 14

What is the difference between a QC 2 and a QC 7?

Accepted Answer

QC 2 is a quantity shortage; QC 7 is line item missing.

Question 15

What terms are used on shortage correction orders OVER $100?

Accepted Answer

10 Credit Due

Question 16

What is a post order issue?

Accepted Answer

Items are defective, Product was broken in transit

Question 17

When do you need manager approval regarding shortages?

Accepted Answer

The value of the shortage is over $1000.

Question 18

What quote action would you assign if all you had was a part description and manufacturer name?

Accepted Answer

Tech Assistance

Question 19

How much does a customer have to spend to get the UPS Blue shipping upgrade at ground rates?

Accepted Answer

$250

Questions 19