CasperCX
Quiz by , created more than 1 year ago

(Almost) EVERYTHING You Have to Know About Casper

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CasperCX
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Casper Quiz

Casper Quiz

Question 1 of 80

1

How many nights do our customers have to try the bed?

Select one of the following:

  • 100

  • 90

  • 50

  • 30

Explanation

Question 2 of 80

1

What size is the Casper Box

Select one of the following:

  • 40 x 30 x 10

  • 20 x 21 x 41

  • 15 x 30 x 55

  • 20 x 20 x 20

Explanation

Question 3 of 80

1

What is the price of a TWIN mattress in USD?

Select one of the following:

  • $400

  • $500

  • $600

  • $650

Explanation

Question 4 of 80

1

What is the price of a TWINXL mattress in USD?

Select one of the following:

  • $500

  • $600

  • $650

  • $700

Explanation

Question 5 of 80

1

What is the price of a FULL mattress in USD?

Select one of the following:

  • $650

  • $750

  • $850

  • $700

Explanation

Question 6 of 80

1

What is the price of a QUEEN mattress in USD?

Select one of the following:

  • $700

  • $750

  • $800

  • $850

Explanation

Question 7 of 80

1

What is the price of a KING mattress in USD?

Select one of the following:

  • $850

  • $900

  • $950

  • $1000

Explanation

Question 8 of 80

1

What is the price of a CALKING mattress in USD?

Select one of the following:

  • $1050

  • $1200

  • $950

  • $900

Explanation

Question 9 of 80

1

What are the dimensions of a TWIN mattress?

Select one of the following:

  • 39 x 75 x 10

  • 40 x 76 x 10

  • 29 x 80 x 10

Explanation

Question 10 of 80

1

What are the dimensions of a TWINXL mattress?

Select one of the following:

  • 39 x 80 x 10

  • 45 x 80 x 10

  • 33 x 75 x 10

Explanation

Question 11 of 80

1

What are the dimensions of a FULL mattress?

Select one of the following:

  • 54 x 75 x 10

  • 55 x 75 x 10

  • 60 x 80 x 10

Explanation

Question 12 of 80

1

What are the dimensions of a QUEEN mattress?

Select one of the following:

  • 60 x 80 x 10

  • 65 x 80 x 10

  • 70 x 80 x 10

Explanation

Question 13 of 80

1

What are the dimensions of a KING mattress?

Select one of the following:

  • 76 x 80 x 10

  • 75 x 80 x 10

  • 80 x 80 x 10

Explanation

Question 14 of 80

1

What are the dimensions of the CALKING mattress?

Select one of the following:

  • 72 x 84 x 10

  • 75 x 85 x 10

  • 60 x 86 x 10

  • 76 x 80 x 10

Explanation

Question 15 of 80

1

What percent APR does Affirm offer?

Select one of the following:

  • 0%

  • 12%

  • 15%

Explanation

Question 16 of 80

1

How long is Affirm financing?

Select one of the following:

  • 3 months

  • 6 months

  • 12 months

Explanation

Question 17 of 80

1

What is the total weight limit of the Casper?

Select one of the following:

  • 450 lbs

  • 600 lbs

  • 300 lbs

  • 550 lbs

Explanation

Question 18 of 80

1

How long is the warranty?

Select one of the following:

  • 8 years

  • 10 years

  • 12 years

  • 5 years

Explanation

Question 19 of 80

1

How many inches of latex are in the mattress?

Select one of the following:

  • 1.5 inches

  • 2.0 inches

  • 6.0 inches

Explanation

Question 20 of 80

1

How many inches of memory foam are in the mattress?

Select one of the following:

  • 1.5 inches

  • 2.0 inches

  • 6.0 inches

Explanation

Question 21 of 80

1

How many inches of polyurethane are in the mattress?

Select one of the following:

  • 5.0 inches

  • 6.5 inches

  • 10 inches

Explanation

Question 22 of 80

1

How much does the TWIN Casper weigh?

Select one of the following:

  • 45-55 LBS

  • 30-40 LBS

  • 55-60 LBS

Explanation

Question 23 of 80

1

How much does the TWINXL Casper weigh?

Select one of the following:

  • 45-55 LBs

  • 35-45 LBS

  • 40 LBS

Explanation

Question 24 of 80

1

What is the weight of a FULL Casper?

Select one of the following:

  • 60-70 LBS

  • 50- 60 LBS

  • 70-80 LBS

Explanation

Question 25 of 80

1

What is the weight of the QUEEN Casper?

Select one of the following:

  • 70-80 LBS

  • 80-90 LBS

  • 50-60 LBS

Explanation

Question 26 of 80

1

What is the weight of a KING Casper

Select one of the following:

  • 90 - 100 LBS

  • 80-90 LBS

  • 1 million LBS

Explanation

Question 27 of 80

1

What is the weight of a CALKING Casper?

Select one of the following:

  • 90-100 LBS

  • 80-90 LBS

  • 50-70 LBS

Explanation

Question 28 of 80

1

How much does a Casper box weigh according to UPS?

Select one of the following:

  • 72

  • 61

  • 100

Explanation

Question 29 of 80

1

How many weeks is a typical adjustment period for the bed?

Select one of the following:

  • 4-6 weeks

  • 2 weeks

  • 8 weeks

Explanation

Question 30 of 80

1

How long does a customer have to wait before they get a topper?

Select one of the following:

  • 30 days

  • 100 days

  • 50 days

Explanation

Question 31 of 80

1

If a customer notices any sloping or indentations in the bed after a short period of use, what is the first question you ask them?

Select one of the following:

  • How much do you weigh?

  • What is the temperature of the bedroom?

  • What base is the Casper on?

Explanation

Question 32 of 80

1

Where do you place orders for covers?

Select one of the following:

  • Salesforce

  • Spree

  • Shipwire

Explanation

Question 33 of 80

1

What is an essential step in recording any adhesive issues?

Select one of the following:

  • slacking Andrew with the order number

  • obtaining pictures of the damage

  • issuing a 100 dollar apology

Explanation

Question 34 of 80

1

What surfaces/bases are always ok to be used in conjunction with the Casper?

Select one of the following:

  • any boxspring

  • platform bed with a flat wooden base

  • floor

Explanation

Question 35 of 80

1

What do you do need to do when UPS damages the actual Casper bed during delivery?

Select one of the following:

  • call up UPS Preferred to issue a complaint

  • obtain documentation of the damage to forward along to Liesl

  • send them a return label to ship the bed back

Explanation

Question 36 of 80

1

When coordinating a return with a Casper friend, do we pay for the transportation of the Casper from the customer to the friend?

Select one of the following:

  • Yes, we can order them an Uber!

  • They can take their own transportation and we will reimburse them.

  • They have to pick up their free Casper on their own.

Explanation

Question 37 of 80

1

If the Salvation Army can not pickup the Casper, do you immediately schedule a pickup with 1-800 Got Junk?

Select one of the following:

  • No, you ask the customer is they are willing to drop it off at the Salvation Army and you will compensate them for their gas and transportation.

  • You look into new and existing End Destinations where we may be able to donate the Casper.

  • Yes, you want to get it out of the customer's home as fast as possible.

Explanation

Question 38 of 80

1

If the customer would like to know what time the Salvation Army is coming by to pick up their Casper, when can you tell them to expect them to come around?

Select one of the following:

  • Sure! You will schedule the pickup according to the customer's preference.

  • The Salvation Army will allocate a time slot for the pickup after 7am on the day of the pickup, not earlier.

  • The Salvation Army can not give out any time frames so the customer should just leave the Casper outside if they know they won't be home.

Explanation

Question 39 of 80

1

What is the first step to take in Spree when starting the return process for a customer?

Select one of the following:

  • Create a reimbursement

  • Add a payment

  • Create a return authorization

Explanation

Question 40 of 80

1

Which special instructions do you need to leave for the Salvation Army driver?

Select one of the following:

  • Send an email to support@casper.com

  • Please leave a receipt

  • Call 1-888-498-0003

Explanation

Question 41 of 80

1

What do you do if a customer needs to change his or her 1-800-GOT-JUNK appointment time?

Select one of the following:

  • Email the customer with the template called "Reschedule: 1-800-GOT-JUNK"

  • Email the customer and ask them to call 1-800-GOT-JUNK with the Job ID #

  • Email 1-800-GOT-JUNK with the Job ID # and ask for the new time slot

Explanation

Question 42 of 80

1

Why is it important to leave internal posts on a case in Salesforce?

Select one of the following:

  • So the CX team has as much information as possible for tough cases

  • So the customer can read them and understand our workflow

  • So the CX team can reassign cases every morning before 9:30 AM

Explanation

Question 43 of 80

1

What do you do when a customer sends a Salvation Army receipt as a new case in Salesforce?

Select one of the following:

  • Thank the customer, send the receipt to Bekah or Howard, issue a return in Spree, and mark the case as "Solved" in Salesforce.

  • Thank the customer, put the receipt in the Dropbox folder, issue a return in Spree, and close out the case by changing multiple Salesforce details.

  • Thank Salvation Army, send the return survey to the customer, mark the case as "Closed" in Salesforce, and add an adjustment in Spree.

Explanation

Question 44 of 80

1

After a bed is designated as “return to sender” we can reattempt delivery to the customer’s home if they request it.

Select one of the following:

  • True
  • False

Explanation

Question 45 of 80

1

All of these are steps involved in sending a bed from our office except:

Select one of the following:

  • Changing the warehouse

  • Hitting update shipment

  • Putting the tracking number in the "tracking box"

  • Hitting "marked as shipped"

  • Forwarding an email to the customer with shipping info

Explanation

Question 46 of 80

1

A UPS intercept will delay a bed...

Select one of the following:

  • 0 business days

  • 1 business days

  • 2 business days

Explanation

Question 47 of 80

1

We CANNOT remove the signature requirement once a bed has shipped.

Select one of the following:

  • True
  • False

Explanation

Question 48 of 80

1

If a customer would like to reschedule their delivery to a local will call center other than the will call location listed, you can enter the address in the “new address” section of the rescheduling module. They will need a government issued photo ID to pick up the package.

Select one of the following:

  • True
  • False

Explanation

Question 49 of 80

1

Which of the following should you track in the Deliveries app?

Select one of the following:

  • Beds coming back to us

  • Tracking no scans

  • Tracking missed delivery attempts

  • Lost Beds

  • All of the above

Explanation

Question 50 of 80

1

You should include the following when setting up a tracking number in the deliveries app...

Select one of the following:

  • The person's name

  • Their estimated arrival date in spree

  • A brief description of the issue

  • All of the above

Explanation

Question 51 of 80

1

If the special instruction is a courier delivery, you contact and schedule the delivery with an intended delivery date in Spree.

Select one of the following:

  • True
  • False

Explanation

Question 52 of 80

1

When a customer requests the package to be left at the door, what do you do?

Select one of the following:

  • Make sure that the signature requirement is off.

  • Copy and paste the instruction into the UPS Special Instructions space.

  • If the signature requirement isn't off, follow up with customer.

  • All of the above

Explanation

Question 53 of 80

1

What time do Special Instructions need to be done in AM?

Select one of the following:

  • 9:30 AM

  • 9 AM

  • 10:00 AM

Explanation

Question 54 of 80

1

Does UPS guarantee a call to the customer?

Select one of the following:

  • True
  • False

Explanation

Question 55 of 80

1

What time does the showroom open on Monday?

Select one of the following:

  • 10 AM

  • 12 PM

  • 11 AM

Explanation

Question 56 of 80

1

The showroom was once Casper HQ.

Select one of the following:

  • True
  • False

Explanation

Question 57 of 80

1

The frame we use for the bed in the showrrom is available for purchase where? Does it ship anywhere in the US?

Select one of the following:

  • Brad Sherman's website, and only in NYC

  • Casper's website, and anywhere in the US

  • Amazon, and only in NYC

Explanation

Question 58 of 80

1

Mimosas on Saturdays is a thing in the showroom.

Select one of the following:

  • True
  • False

Explanation

Question 59 of 80

1

45 Bond is open on Sundays

Select one of the following:

  • True
  • False

Explanation

Question 60 of 80

1

We close at 5 pm on Saturday

Select one of the following:

  • True
  • False

Explanation

Question 61 of 80

1

Which of these isn't a Doorman delivery slot?

Select one of the following:

  • 5-6 PM

  • 6-7 PM

  • 7-8 PM

  • 8-9 PM

  • 9-10 PM

Explanation

Question 62 of 80

1

Which courier does NOT deliver Kings

Select one of the following:

  • UX

  • Boxbee

  • Zipments

  • Shutl

  • UPS

Explanation

Question 63 of 80

1

How do you reschedule a UX delivery?

Select one of the following:

  • Just reschedule in Bedpost. Nothing else.

  • Just email UX. Nothing else.

  • If it's part of a shipment batch, email UX. If it's not, reschedule in Bedpost.

Explanation

Question 64 of 80

1

Before what time does an order have to be placed to be eligible for same day delivery in NYC?

Select one of the following:

  • Before 10 AM for delivery after 3 PM

  • Before 10:30 AM for delivery after 3:30 PM

  • Before 12 PM for delivery after 4 PM

  • Before 2 PM for delivery after 6 PM

Explanation

Question 65 of 80

1

When do the CSVs go over to UX?

Select one of the following:

  • 10 am & 4 pm

  • 11 am & 5 pm

  • 12 pm & 6 pm

  • 2 pm & 6 pm

Explanation

Question 66 of 80

1

Marking the VIP checkbox in Spree results in...

Select one of the following:

  • The order being delivered in an Escalade

  • The order being jumped to the top of the production queue for orders of that size

  • Elite Foam ensuring that order is manufactured that day, and ships out

  • All of the above

Explanation

Question 67 of 80

1

To process an exchange *after* the order has shipped in Spree...

Select one of the following:

  • Add the new Line Item; create an adjustment for the value of the original Line Item (plus tax); charge/refund any difference in price; coordinate pickup of first Line Item

  • Add the new Line Item; Create an RMA for the first Line Item; charge/refund any difference in price; coordinate pickup of first Line Item

  • Add the new Line Item; create an adjustment for the value of the new Line Item (plus tax); refund the original charge

Explanation

Question 68 of 80

1

Whilst an order is still In Production, clicking the 'Cancel' button results in the a refund being processed to the customer, regardless of whether they have paid by credit card or by Affirm.

Select one of the following:

  • True
  • False

Explanation

Question 69 of 80

1

A Return Authorization (RMA) in Spree should be created when...

Select one of the following:

  • A customer's return is completed

  • A customer reaches out to initiate a return

  • A customer's pickup has been scheduled

Explanation

Question 70 of 80

1

The Pegasus shortcut for searching by order number is:

Select one of the following:

  • Order %

  • o%

  • R%

Explanation

Question 71 of 80

1

A CXer can process an order over the phone for a customer who is paying with Affirm.

Select one of the following:

  • Of course!

  • We're not supposed to, but we often oblige when people ask nicely

  • No. Not at all. Not under any circumstances.

Explanation

Question 72 of 80

1

Where a customer has been rejected for financing by Affirm, we can frequently override the decision.

Select one of the following:

  • Of course!

  • We're not supposed to, but we often oblige when people ask nicely

  • No. Not at all. Not under any circumstances.

Explanation

Question 73 of 80

1

Where a customer has been rejected by Affirm, we advise them the only remaining option would be to complete their order using a card payment.

Select one of the following:

  • True
  • False

Explanation

Question 74 of 80

1

Imagine a scenario where a customer has paid through Affirm, and wants to upgrade to a bigger mattress or add additional line items to their order. We can add these new charges to their Affirm loan, and this increase will be split out amongst their remaining payments.

Select one of the following:

  • True
  • False

Explanation

Question 75 of 80

1

Affirm is available in both the US and Canada.

Select one of the following:

  • True
  • False

Explanation

Question 76 of 80

1

What are the three things you’re supposed to take into consideration while finding a new home for your Casper?

Select one of the following:

  • Cost, Reliability, Proximity

  • Cost, Professionalism, Proximity

  • Cost, Reliability, Professionalism

  • Cost, Professionalism, Popularity

Explanation

Question 77 of 80

1

What should a Friend of Casper’s first interaction with our customer be?

Select one of the following:

  • Coordinating pickup with the customer

  • Giving the customer a 15 minute head’s up before coming to pickup

  • Greeting the customer in-person upon arrival at their home

  • Never, Friends of Casper should hire professionals to pickup the Casper for them

Explanation

Question 78 of 80

1

How much does it cost to use the standard services of 1-800 Got Junk?

Select one of the following:

  • $50

  • $79

  • $150

  • $181

Explanation

Question 79 of 80

1

When is a charity most likely to be open:

Select one of the following:

  • Weekday Afternoons

  • Weekends

  • Weekday Evenings

  • Holidays

Explanation

Question 80 of 80

1

Who do you make an end destination for?

Select one of the following:

  • Charities that pickup mattresses

  • Charities accepting mattress donations without pickup capabilities

  • Junk Haulers

  • All of the Above

Explanation

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