Imagine you are a customer service representative. Read the situation and then choose what you think is the best response.The customer is returning an item. Our records show she regularly purchases clothes then returns them the day after."Hi. I'm calling because I need to return this dress to you. It doesn't fit. I can send the package back to you by the end of the day."ANo problem, ma'am. I'll be sure to issue the credit as soon as we receive the package.BI'll make a note of that. It seems, however, that this is the seventh return you've made this month. Could you please give more specifics as to why you're returning this item?CI'll be more than happy to help you return the dress.DSince you've made multiple purchases and returns, I'll have to clear this up with a supervisor.

The reconciliation that occurs in the shipping department is intended to ensure thatSelect one:a.inventory records are reduced for the goods shippedb.credit has been approvedc.the goods shipped match the goods orderedd.the customer is billed for the exact quantity shipped

Read the statement below and choose the best response.A customer is calling about a late fee credit that was promised to him. The previous representative he spoke to did not process the request. "I've just about had it with your company! You make promises you can't keep, and I have to waste so much time on the phone with you."ASorry. Let me process the credit for you right now.BI'm sorry for the inconvenience. I know this is very frustrating. I'm processing the credit as we speak.CI'm sorry for the inconvenience, but the previous representative lied. We can't give you a credit.DI apologize for the inconvenience. I'm processing the credit as we speak and filing a complaint against the representative for you.

The inventory control clerk examines the inventory records for items that must be replenished and prepares a two-part purchase requisition. Copy 1 of the requisition is sent to the purchasing department and Copy 2 is filed.Upon receipt of the requisition, the purchasing clerk selects a supplier from the valid vendor file (reference file) and prepares a three-part purchase order. Copy 1 is sent to  the  supplier,  Copy  2  is  sent  to  the  accounts  payable  department  where  it  is  filed temporarily, and Copy 3 is filed in the purchases department.A  few  days  after  the  supplier  ships  the  order,  the  goods  arrive  at  the  receiving department.  They are inspected, and the receiving clerk prepares a three-part receiving report describing the number and quality of the items received. Copy 1 of the  receiving  report  accompanies  the  goods  to  the  warehouse,  where  they  are secured and the receiving report is filed. Copy 2 is sent to inventory control, where the clerk posts it to the inventory records and files the document.  Copy 3 is sent to the accounts payable department, where it is filed with the purchase order.A day or two later, the accounts payable (AP) clerk receives the supplier’s invoice (bill) for the items shipped. The clerk pulls the purchase order and receiving report from  the  temporary  file  and  compares  the  quantity  ordered, quantity  received,  and the  price  charged.  After reconciling the three documents,  the  clerk  enters  the purchase in the purchases journal and posts the amount owed to the accounts payable subsidiary account.On the payment due date, the AP clerk posts to the AP subsidiary account to remove the liability and prepares a voucher authorizing payment to the vendor. The voucher is then  sent  to  the  cash  disbursements  clerk.  Upon receipt of  the  voucher,  the  cash disbursements clerk prepares a check and sends it to the supplier. The clerk records the check in the check register and files a copy of the check in the department filing cabinet.

Imagine you are a customer service representative. Read the situation and then choose what you think is the best response.The customer is calling to report a fraudulent transaction on her credit card statement. She was transferred to the wrong department. "Is this the Fraud Department? I've been passed around to a number of agents and it's been such a nightmare! Help me get this done please so I can move on with the rest of my day!"AYou actually reached the Sales department. Please hold while I transfer you to Fraud.BI'm so sorry, Ma'am. This isn't the Fraud department either. Let me get a Fraud representative and I'll make sure you're connected before I leave.CI know how important this is to you. What seems to be the problem?DYour concern is important to us. Please hold while I transfer your call to the Fraud department.

In the revenue and receipts cycle, a new customer wishes to purchase inventory on credit, at your shop. Select the first step that you will insist should be followed by your staff. a.Request a valid purchase order from the customer before processing the order.b.Create a correct purchase order, signed by the customer.c.Request that a credit application form be completed by the customer.d.Set up an accounts receivable account for the customer in the accounts receivable ledger.