stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
CSR Assessment Prep #1 Flashcards | StudBud
Explore
/
CSR Assessment Prep #1
CSR Assessment Prep #1
35 terms
·
StudBud Administration
·
780 plays
CSR Training Review
Flashcards
35 cards
F
Practice quiz
P
Host live
L
Questions
35
Answers
1
Before deleting ship to addresses from a customer's account, what should be done?
Tell them to Log in to their My Mouser account to delete it
Contact your Manager to delete the address
Nothing, just delete it.
Check if open orders are shipping to that address
2
If stock was expected yesterday but has not been received, when can you contact backorders?
In 2 weeks
In 5 days
Today
3
What is an "unauthorized return?"
Parts returned over 30 days after an RMA was issued.
Parts returned without an RMA number.
4
What is an EUC?
Export IPC for EAR
U.S. Export Regulations regarding tax fraud
International Traffic in Arms regulations (ITAR)
End User Certificate
5
What does On Order Reserve (OOR) mean?
The quantity the customer ordered
Quantity that is on order & reserved to the customer's order
6
If a customer would like a sample over $10, what is required?
Proof that the items will be purchased in the future
Manager Approval
Agreement to purchase at least 100 pcs
Customer Accounts approval
7
What are PTC's (Product Changes) and PTUP's (Product Updates)?
Notes about pricing changes & stock changes
Notes regarding lifecycle and/or material changes
8
When would you issue an RMA to have merchandise returned that is less than $100?
Parts are damaged
The warehouse shipped the wrong parts.
The customer ordered the incorrect parts.
9
Where can you find information about Conflict Minerals & Ethical Business Practices?
The Customer Quality Requests Tool found on Sharepoint
On the Frequently Asked Questions page on Mouser.com
In the Miscellaneous Requests binder at your manager's desk
10
What is the difference between a QC 3 and a QC 5?
QC 3 is customer error, and QC 5 is warehouse errors.
QC 3 is customer error, and QC 5 is a sales data entry error
11
Where can you verify if a customer has a valid tax certificate on file?
Only Customer Accounts can verify.
8 = AI, 9= Tax IDs
6 = Status
12
What 3 things should the 1st line of Backorder Comments include?
In Stock Date, Customer Account Number, Annual Sales
Part Number, Quantity, Scheduled in Stock Date
Customer Account Number, Part Number, Action Taken
13
What is the first thing that should be checked for lost or damaged packages?
Issue a correction order using terms (16) No Charge.
Who was the carrier that shipped the package?
Track the package to see transit details.
Do we have a lost and damaged goods waiver on file?
14
How often do we communicate with customers regarding their backorder status?
Weekly
Monthly
Daily, when there are changes to backorder status
15
How can you locate a customer’s account in UV using their internet order number?
Type “I” in front of the order number in Customer Inquire.
Type in the order number in Order Statistics.
Type “W” in front of the order number in Customer Inquire.
Web order numbers cannot be used to find the account.
16
Where are revised P.O.s saved?
Directly to SharePoint
P:Drive
Orders Completed
S:Drive
17
What are the 2 options you can offer to improve delivery on an existing backorder?
Drop Ship & Cross Part
Inbound Freight & Cross Part
Expedite & Drop Ship
18
What action is assigned for a quote that provides pictures and a part description?
Cross to In-Stock Item
Need Technical Assistance
Price & Lead time
19
What does Order Reserve Quantity (ORQ) mean?
Quantity that is in stock & reserved to the customer's order
Quantity that Backorders plans to order from the supplier
20
How long will stock remain on reserve if the order is on OE hold?
Stock is not reserved when an order is on hold
5 days
2 days
1 day
21
In the SHMT# column in Inventory Inquire, what does "SDR" mean?
Shipment Delayed-Rerouted
Supplier Discrepancy Report
Supplier Distribution Restriction
22
If a customer was shorted & wants a c/o, what situation requires a bin check?
Available to sell is zero
None of the above would require a bin check
Shortage is under $20
Shortage is over $100
23
When entering a quote for a non-stocked part, what type of line assistance is needed?
1 – Price, 2 – Lead Time, 4 - Tech Assistance
3 – Cross to In-Stock Item
1 – Price, 2 – Lead Time
24
How is a quote only account created in UV?
In the quote entry menu, type a "0" for the account #
Quote only accounts are created in Customer Update
Quote only accounts are created in "New Customer Entry".
25
Choose an example of an Export Red Flag.
Customers who always ship to freight forwarders
Requests to ship to a sanctioned country
Orders shipping outside of the U.S.
26
How do you convert a Quote-Only account into a regular account?
In Customer Update
In Customer Inquire
Create a new account
Call Customer Accounts
27
True or False: SOE orders placed on Mouser.com must have a minimum merchandise total of $500.
False
True
28
Who can change billing addresses for Net 30 customers?
The CSA or the CSR
Customer Accounts
The CSR
Your Manager
29
What assistance is needed to find an in-stock alt for a discontinued item?
4 – Tech Assistance
3 – Cross to In-Stock Item
1 – Price & 2 – Lead Time
30
Can the scheduled in-stock date be improved on a SHMT# that is all numeric?
No, the items have already left the factory
Yes, but only if helicopter pick up fees are paid
Yes, because the parts have not left the factory yet
31
When should COD payment terms be used on an order?
Only when specifically requested by a customer
Any time it auto-populates in Universe
32
When entering a quote for a franchised part, what line assistance is needed?
4 – Tech Assistance
3 – Cross to In-Stock Item
1 – Price, 2 – Lead Time
33
How is the inbound freight fee added to a backorder?
The Backorders Team will add the inbound freight fee
Part Number "INBOUND-FREIGHT.FEE"
34
What does it mean if it says held by "ORDERSHIP" on an order on the hold report?
There was a bin adjustment and we need the B/O SHPVA
The order is on hold to verify the collect account number
The ship to address needs to be verified
35
How would you know if the: "SCHED IN STOCK" date is a confirmed due date?
There will be an aplha/numeric code listed under the "SHMT#"
There will be a numeric code listed under the "SHMT#".
There will be WADV in the "SHMT#".
