Page 39 - Email Support Playbook
P. 39
Status & Solving Quiz
Q1: Dealer asked for the IB deduction on a clutch operated roller. You responded with
the correct information and offered further assistance.
A. The case should be in „Solved‟ status.
B. The case should be in „Waiting Dealer‟ status.
C. The case should be in „Waiting‟ status.
D. The case should be in „In Process‟ status.
Q2: Dealer requested a remake due to a fabric flaw but did not send a picture. You
responded by requesting a picture of the flaw.
A. The case should be in „Solved‟ status.
B. The case should be in „Waiting Dealer‟ status.
C. The case should be in „Escalated‟ status.
D. The case should be in „In Process‟ status.
Q3: Same situation as question 2 but you have not heard back from the dealer in 72
hours and you have checked back with them at the 24 & 48 hour marks.
A. The case should be in „In Process‟ status.
B. The case should be in „Waiting Support‟ status.
C. The case should be in „Waiting Dealer‟ status.
D. The case should be in „Waiting Consumer‟ status.
Q4: An order was placed on Direct Connect with a discontinued fabric. Dealer emails
asking why the order is showing on hold. You advise of the discontinuation and the
dealer says they will ask their customer to re-select.
A. The case should be in „In Process‟ status.
B. The case should be in „Waiting Support‟ status.
C. The case should be in „Waiting Consumer‟ status.
D. The case should be in „Solved‟ status.
Zoom-in here for answers!
Answers: Q1: A, Q2: B, Q3: C, Q4: C
