CIPS Exam L6M10 Topic 1 Question 1 Discussion

Actual exam question for CIPS's L6M10 exam

Question #: 1
Topic #: 1

Mr. Mark works as a customer service manager for an e-commerce company called "ShopSmart." ShopSmart sells a wide range of products online, and Mark's team is responsible for addressing customer inquiries and issues. Below are five customer cases that need to be resolved. For each case, find the solution for the issue and select preventive measures.

Customer 1: Jane ordered a birthday gift for her daughter, but it arrived two days late, missing the special day. She had meticulously planned a surprise celebration, and the late delivery disrupted her plans. As a result, her daughter was left disappointed, and Jane is seeking not only a solution to the delayed delivery but also a way to make it up to her daughter.

Customer 2: Jack received a defective electronic gadget he ordered, and it's not functioning correctly. Jack wants to know how ShopSmart can rectify this situation and ensure that he receives a fully functional replacement or a refund.

Customer 3: Sarah received her order, but some items from her purchase were missing. Sarah is seeking a solution to get the missing items as soon as possible to avoid disappointment and inconvenience.

Customer 4: Mike noticed a billing discrepancy on his credit card statement related to a recent purchase. He's a loyal customer and has never encountered such an issue before. Mike is concerned about the erroneous charges on his statement and is looking for a prompt resolution and clarification regarding the billing error.

Customer 5: Emily wants a refund for a dress she ordered online, but it doesn't fit as expected. The dress size was not in line with ShopSmart's sizing chart, and Emily wants to return the dress and receive a refund promptly. She's looking for a hassle-free return process and a full refund for the purchase.

Q: What preventive measures will Mark take to address Customer 1 Jane's issue?

Answer Options:

AImproved delivery tracking systems

BEnhanced quality control

CUpdate billing procedures

DImproved order fulfillment

EEnsure consistency with sizing charts

Show Suggested Answer

Suggested Answer: A

To prevent similar late deliveries, ShopSmart should invest in enhanced delivery tracking systems to ensure timely deliveries in the future. [P 166-169]

by Avery at Feb 08, 2025, 01:43 AM

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Beckie

2 months ago

Who needs preventive measures when you can just offer free expedited shipping for everyone? That's the real solution!

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Hubert

2 months ago

E is the obvious choice here. Ensuring consistency with sizing charts will save a lot of headaches and returns down the line.

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Ligia

29 days ago

Absolutely, it helps prevent disappointments and unnecessary returns.

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Ligia

1 months ago

That's a good point. It's important for customers to have accurate information before making a purchase.

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Ligia

1 months ago

E) Ensure consistency with sizing charts.

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Brett

2 months ago

Haha, why not just go with option C? Update the billing procedures and never worry about those pesky discrepancies again!

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Reuben

2 months ago

I think option B is the way to go. Enhanced quality control can help catch any issues with the products before they reach the customers.

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Margurite

22 days ago

Customer 5: Consistency with sizing charts is essential for hassle-free returns.

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Maybelle

23 days ago

Customer 4: Updating billing procedures could help prevent future errors on statements.

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Tu

24 days ago

Customer 3: I hope they improve their order fulfillment process to avoid missing items.

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Oliva

25 days ago

Customer 2: That sounds like a good preventive measure to ensure product quality.

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Crista

27 days ago

Customer 1: Mark should consider enhanced quality control to prevent late deliveries.

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Wilbert

29 days ago

Customer 5: The dress I ordered doesn't fit, and I want a refund.

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Shelba

1 months ago

Customer 4: There's a billing error on my statement, and I need it fixed.

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Jade

1 months ago

Customer 3: Some items from my order are missing, and I need them urgently.

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Alexis

1 months ago

Customer 2: I received a defective gadget, and I want a replacement.

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Dyan

1 months ago

Customer 1: I'm so disappointed that my daughter's gift arrived late.

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Fabiola

1 months ago

User 2

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Viva

2 months ago

User 1

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Rickie

2 months ago

A combination of A and D would work best. Improved delivery tracking and order fulfillment processes can help prevent late deliveries in the future.

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Leonor

2 months ago

User 2

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Edelmira

2 months ago

User 1

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Darrin

3 months ago

Definitely option D. Improved order fulfillment is key to ensuring on-time delivery and avoiding such mishaps. ShopSmart needs to review its logistics and shipping procedures.

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