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d2NA FINAL RECAP Flashcards | StudBud
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d2NA FINAL RECAP
d2NA FINAL RECAP
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1
Before you can purchase a Kindle book, you must set up your 1-Click information
False
True
2
The limited warranty for kindle e-readers are good for _____.
1 year
30 days
90 days
2 years
3
What is the meaning of DSN?
Device Serial Number
Device Service Number
Device Serious Number
Dual Sim Number
4
What is the meaning of WSR?
WARRANTY SERVICE REQUEST
WARRANTY SERVICE ROAD
WARRANTY SERVICE REPLACEMENT
WARRANTY SERIOUS REQUEST
5
Customers can purchase kindle books directly from the kindle app for iOS.
False
True
6
Where do we transfer if the caller's concern is about claiming the extended warranty?
Kindle Direct Publishing team
own the contact, no need to transfer.
SquareTrade
audible team, because they handle the extended warranty.
7
With ______, you can remotely access the customer's device, then draw on the screen or tap and swipe items for the cust.
Mayday Screen Sharing
sharing session
ASTRO
Second Screen
8
Where can US customers go to find which Prime Original titles are available to them when travelling internationally?
Amazon.com/watchabroad
Primevideo.com
Amazonoriginals.com
Amazon.com/originals
9
CC in prime video means ____
Closed Captions
Cool and Clean
Credit Cards
Carbon Copy
10
Which of the following is required to register a device in CSC?
WIFI CONNECTION
DSN
EMAIL ADDRESS
BILLING ADDRESS
11
Which one is the best phrase when placing the customer on hold?
May I hold you for a minute or 2 please?
Would you mind if I hold you for 2 minutes?
May I place you on hold for a couple of minutes?
I will place you on hold now.
12
Can we use USB transfer if the kindle is not connected to the wifi?
True
False
13
Which of the following is not a tool for CSC?
Mayday Screen Sharing
Ticketing tool
Excel
ASTRO
14
What is the next step in call flow process once the customer stated his/her concern to you?
Probing question
Deliver the "apolo-phrasing" or paraphrasing statement
Resolve the contact of the customer.
Answer the questions asked by the customer.
15
How many days can we process a refund for a kindle book order?
NO, we cannot process a refund for kindle book
3-5 business days from the date of purchase.
within 7 days from the date of purchase
10 business days policy
16
____ is a tool that allows you to navigate a web-based replica of a Fire tablet, kindle e-reader, fire tv, kindle apps..
Mayday Screen Sharing
Terminator
Simulator
Nesting
17
If a Kindle book is refunded, the customer will still have access to it for 7 days.
False
True
18
You can use a gift card to purchase Kindle content.
True
False
19
I created a warranty service request. How many days will I have to return the defective device based on carrier scan?
WITHIN 14 DAYS
7 DAYS ONLY
WITHIN 3-5 BUSINESS DAYS
30 DAYS
20
I need to smile every time I deliver my opening spiel.
False
True
21
In CSC, you can update the customer’s payment method for purchasing Kindle content by clicking on the Devices tab.
False
True
22
Which one is the best "apolo-phrasing" to the customer.
I'm sorry if your device is not turning on, no worries, I can help you.
I apologize for the inconvenience, what is your device name?
I'm sorry for that, let me help you with this,
I'm sorry to what happened to you.
23
What to do if the kindle book order is declined pending?
Do nothing
Asked the customer to call back
Transfer to escalation
reprocess the payment for the book
24
We can process free replacement if the item is lost or received damage by the customer.
False
True
25
___ allows the customer to access millions of books and can keep up to 10 titles at a time.
PRIME READING
FREETIME UNLIMITED
KINDLE OWNER'S LENDING LIBRARY
KINDLE UNLIMITED
26
What is the discount provided by the out of warranty promo?
5%
10%
20%
15%
27
You can organize the content on your Kindle into custom categories that are stored in your Kindle Library by using _____
Cloud collections
Kindle app
customer service
library
28
We can process replacement even though the EDD has not passed.
False
True
29
With___,you can share select content with members of your Amazon Household.
Family Library
Family Game
Amazon Prime
Amazon Kindle
30
What is the meaning of EDD?
Earned Date Dual
Estimated Delivery Date
Estimation Date Deliverable
Estimated Date Dual
31
Where do we transfer if the caller is an author of a kindle book?
AUTHOR CENTRAL
AUDIBLE TEAM
KINDLE DIRECT PUBLISHING
AMAZON TEEN LOG-INS
32
Will the customer always receive a replacement when they send their device for a warranty service request?
Yes, the customer will receive a replacement within 14 days.
No, they may receive their original device back in working condition.
33
Customer email addresses, mobile phone number, and name can be changed in CSC.
True
False
34
Where on CSC can you find a title that a customer borrowed book from public library?
Your orders tab
Payment method tabs
Digital Library tab
Devices tabs
35
___is a content subscription service that offers a variety of children's books, select Audible audiobooks, videos, &apps
Kindle Unlimited
Freetime Unlimited
Prime Reading
Freetime
36
I am a prime member and I am eligible for kindle owner's lending library.
False
True
37
Where can you find information about the file size of a Kindle book?
Your orders tab
your account page
product details page
Your computer
38
When we process a free replacement device, how many days does the customer needs to return the defective device?
60 days
90 days
30 days
1 year
39
How do you determine the warranty start date for devices purchased in retail stores?
By checking the Ship Date in CSC.
By checking the First Radio Connect (FRC) or registration date in CSC.
By going to the order level of the customer.
By asking the customer the date of purchase.
40
What is the meaning of ISP?
INTERNAL SERVER PEER
INTERNET SERVICE PROVIDER
INTERNATIONAL SERVICE PROVIDER
INTERNET SERVER PROVIDER
41
This is one of the feature of Amazon Devices wherein users with specific needs/disabilities interact w/ their device.
Show mode
Text-to-speech feature
voice out feature
Accessibility feature
42
Which of the following settings pages should you access on an Android device in order to clear app data?
home settings
appstore
Apps & Notifications
Storage
43
How many seconds is a hard restart on kindle devices?
40s
10s
25s
15s
44
What is the meaning of FRC?
FIRST RADIO CONNECTION
FOR RADIO CONNECTIVITY
FROM RADIO CONNECTION
FIRST RED CONNECT
45
We should always follow the Amazon Product Safety Policy when we suspect a safety issue for customer's device.
False
True
46
When returning a device for replacement, customers must always send the accessories that came with it.
False
True
47
How to find the DSN on the fire tablet?
SETTINGS>MY ACCOUNT
SETTINGS>DEVICE OPTIONS
SETTINGS>FACTORY RESET
SETTINGS>ACCESSIBILITY
48
If a customer contacts us about their account settings, which of the following can we not update for them in CSC?
Update Kindle Content
Deregister a Device
Change Email or Password
Adjust Country Settings
49
Devices with worry free guarantees do not require troubleshooting before you can submit a replacement request.
False
True
50
What do you call the built in internet browser for fire tablets?
Silk Browser
Chrome
Microsoft edge
Safari
51
Offers active paid or trial Prime members free unlimited streaming access to a catalog of thousands of movies &TV shows
PRIME VIDEO
PRIME MUSIC
AMAZON CHANNELS
PRIME READING
52
Customers can borrow Kindle books from libraries in the United States that offer digital services from OverDrive
Amazon Library
MYCD
Public library
Cancel and refund the book.
53
Which one is not part of an Amazon Contact Tenets?
never guess.
Paraphrasing the issue of the customer
Solve the problem.
Treat every customer as a friend.
54
We can process free replacement if the device is under the limited warranty and has customer induced damage (CID)
False
True
