1. What customer-facing resources do we have available?

SAMSUNG.COM
SAMSUNG MEMBERS
YOUTUBE CHANNEL

2. What is the default after you change the detail type to “Exchange”?

EXCHANGE ORDER CREATED

3. Which Exchange type requires a credit card hold?

Advanced.

4. If we followed the inventory flow, and there is not stock available for an exchange, how should we
proceed?

BUYBACK / REFUND

5. Which of the following will be inserted into the documentation notes when the refund has been
approved by the accounts payable division and has been forwarded to the bank for processing?

FA - GFP APPROVAL

6. What teams may be involved in an Exchange or Refund?

SERVICE CENTER (RSI)

GPCA/PARTS
SEA FINANCE
DELIVERY COMPANY

7. What number does a Service Request transaction begin with?

5k

8. Which of the following will be inserted into the documentation notes when Samsung management
and division heads have approved the refund?

MA - WF APPROVAL

9. True or False: When creating a Buyback / Refund transaction for IM products, the detail type
should be compensation

TRUE

10. Which of the following are tips and tricks when delivering bad news to a customer?

OFFER A POSITIVE INITIATIVE

BE AUNTHENTIC AND UNDERSTANDING
BE HONEST

11. What is the default status in an exchange and refund when RSI has received the defective
device?

PGR COMPLETED
12. True or False: During the exchange or refund process, the customer must keep their product.
The accommodation will only be issued upon return of the customer’s original product.

TRUE

13. An exchange or refund always begins as what?

SERVICE ORDER FOLLOW UP

14. In order for a Service Request to remain a Service Request, what should the status be?

PENDING

15. What type of transaction do we create if a customer is asking pre-sale or general questions
about a device

GENERAL ADVICE

16. What types of user manuals request do we provide?

REGULAR
BRAILLE
LANGE PRINT

17. True or false: A bill of sales is required for an accessory exchange.

TRUE

18. Which of the following will be inserted into the documentation notes when the refund coordinator
has submitted the refund for final approval?

MS-WF SUBMITTED

19. What two templates must you fill out and place in your documentation when creating an
exchange or refund transaction?

EXCHANGE TEMPLATE
REFUND / BUYBACK TEMPLATE

20. Which of the following will be inserted into the documentation notes when the customer’s
information has been entered into the accounting system so the refund can be processed

MP - FI POSTED

21. What two accounts should a customer remove prior to sending in their device for repair?

Google account
Samsung account

22. Which fields are utilized when creating an Exchange or Refund transaction?

EX/REFUND REASON
DELIVERY TYPE
EXCHANGE TYPE
ORIGIN DEPARTMENT
INVENTORY LOCATION
NEW/ SEARCH MODEL

23. What is Device Care?

A collection of semi-automated tools that help customers maintain a different aspect of their device.

24. What are launchers?

3RD PARTY APPS THAT REPLACE SAMSUNG One UI

25. What are the different types of transactions we can create in GCIC?

1K GENERAL ADVICE
2K TECHNICAL ADVICE
4K SERVICE ORDER
5K SERVICE REQUEST

26. What are all the KPI’s that Samsung captures data from?

CSS
CES
FCR
NPS

27. Which exchange type is created by the ASC?

ASC exchange

28. What is the default status in an exchange and refund when Samsung management has
approved the accommodation?

GRMS APPROVE

29. Which of the following pieces of information need to be included for a bill of sale to be
considered valid

PLACE OF PURCHASE
DATE OF PURCHASE
SAMSUNG MODEL WITH ITEMIZED PRICE
PAYMENT CONFIRMATION

30. When processing an advanced exchange, how much should the credit card hold be?

THE PRICE OF THE DEVICE BEING EXCHANGED

31. What transaction type do we create when referring a customer to a UBIF store?

2k, TECHNICAL ADVICE

32. What type of transaction do we create that is usually outlined by policy?

SERVICE REQUEST

33. What internal knowledge base do we have to locate policy and TS?
ASP

34. What type of transaction do we create if we are providing specifications or TS advice?

2k, TECHNICAL ADVICE

35. What are the different types of devices locks a customer may call in about?

CARRIER LOCK
SCREEN LOCK
THEFT PROTECTION LOCK
SIM LOCK

36. Why would we need to obtain a bill of sale?

TO VALIDATE WARRANTY

37. When offering an exchange. What type of device should we always begin with?

R GRADE

38. True or False: When dealing with an escalated or upset customer, you should always be kind
and provide empathy.

TRUE

39. True or False: If a customer requests, we can exchange their device for another carrier.

FALSE

40. Why do we create Service Request transactions?

AS OUTLINED BY POLICY

41. TRUE OR FALSE: If a customer requests an upgrade in an exchange, they have to pay an
upgrade fee.

TRUE

42. What type of transaction do we create if a customer needs to mail in their device for repair?

4k, SERVICE ORDER

43. What is the default status when an exchange has been completed?

EXCHANGE COMPLETED

44. True or False: While we should always request a Bill of Sales, if is not required for a mobile
device exchange or refund.

TRUE

45. What are the types of exchanges you may see in GCIC?

STANDAR
ADVANCED
ASC
46. What field must be updated in 2 places when creating a Service Request transaction?

ERN

47. What are the exchange / refund reason codes that we use in the contact center?

Multiple Repairs and same symptom after repair

48. Which section of GCIC should you upload a fraudulent bill of sales to?

ATTACHMENTS SECTION

49. What is the default status when a Buyback / Refund has been completed?

COMPENSATION COMPLETED

50. What is Google Factory Protection?

Stops the device from activating after an unauthorized reset as a means of theft protection.