1客服-考试(国外英文资料).doc

1客服-考试(国外英文资料) Basic knowledge of 35 points, pre-sales customer service 30 points, sales of customer service 10 points, after-sales service 13, account 12 points Pass 10060 points Customer service level 60 points, general customer service 70 points, junior customer service 80 points, intermediate customer service 90 points, senior customer service Typing will not be subject to examination questions. Customer service typing requires 55 words to pass. Basic knowledge test questions [35 points] 1 please write the shopping flow chart. What should I do if the buyer does not receive the goods? [2 points] Buyers choose goods to talk to sellers - Take - payment - sellers shipped - buyers confirm receipt - mutual evaluation Buyers can return goods if they dont like it 2. please write down the return flow chart? [2 points] Buyer and seller talk - apply for refund - seller agrees - buyer delivers goods to seller - seller confirm receipt - buy seller evaluate each other 3. excuse me, return is divided into several cases? What should we do if the seller doesnt give us a refund? [2 points] Returns are divided into received goods and not received goods, the seller does not allow returns, then we can ask Taobao intervention 4. when the buyer applies for a refund, how many days does not operate and the transaction closes? Can I change the return agreement? What is the amount of return? [2 points] No transaction within 5 days of the transaction closed, you can modify the return agreement, return the amount of goods, excluding logistics costs 5., three bought a value of 168 yuan of clothing, the seller did not mail, logistics costs 15 yuan, when Zhang San received the goods required to return, then Zhang three to withdraw how much money? What would you do if the buyer asked for a refund of 183 as the seller? [2 points] 168 yuan, if you want to refund 183 is not allowed, return the amount of goods, excluding logistics costs 6. when the goods are returned, the seller will not confirm th