Customer Service and Returns Flashcards
6 cards from real Dropshipping practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service and Returns flashcards as text
What is the average customer satisfaction benchmark (CSAT score) that well-run ecommerce stores typically aim for?
Answer: Above 85%
A CSAT score above 85% is generally considered strong for ecommerce, indicating that the majority of customers are satisfied with their experience.
How does offering live chat support impact conversion rates on a dropshipping store?
Answer: It increases conversions by answering pre-purchase questions in real time
Live chat support resolves buyer hesitations instantly, reducing friction in the purchase decision and consistently improving conversion rates.
What is the 'Net Promoter Score' (NPS) and why is it a useful metric for dropshipping stores?
Answer: A score measuring how likely customers are to recommend your store, indicating overall loyalty
NPS asks customers how likely they are to recommend your store on a 0–10 scale, summarizing overall customer loyalty and satisfaction in one actionable number.
What should a dropshipping store do when a customer claims a package was delivered but they never received it?
Answer: Verify with the tracking number, then offer a replacement or refund based on the evidence
Checking tracking details first establishes facts; if the evidence is inconclusive, offering a replacement or refund protects the customer relationship and avoids a chargeback.
Which automated customer service feature helps a dropshipping store handle high volumes of basic inquiries without hiring staff?
Answer: A chatbot with FAQ responses and order tracking integration
AI chatbots that handle shipping FAQs and pull real-time order tracking data can resolve a large percentage of support tickets automatically around the clock.
Why is it important for a dropshipping store to respond to customer inquiries within 24 hours?
Answer: Slow response increases the likelihood of chargebacks, negative reviews, and lost sales
Delays in customer support responses increase buyer anxiety, leading to payment disputes, negative reviews, and damaged store reputation.