Walmart Knowledge

Question 1

Which of the following problems does the Customer Resolution Team need to be notified about?

Accepted Answer

The customer threatens to contact the BBB.

Answer

The Customer Resolution Team (CRT) handles escalated issues that require specialized attention or de-escalation. A customer threatening to contact the Better Business Bureau (BBB) signifies a serious complaint that has escalated beyond standard customer service, making it a critical issue for the CRT. The other options are typically handled by frontline customer service or specific technical support.

Question 2

Which of the following is not a valid payment method combination on Walmart.com?

Accepted Answer

Debit Card/ Credit Card

Answer

Walmart.com generally allows combinations of gift cards with credit/debit cards or PayPal. However, combining two different credit or debit cards for a single transaction is typically not supported by most online payment systems. They usually only allow one credit/debit card per transaction, although splitting payment between a card and a gift card is often permitted.

Question 3

A finance hold happens when:

Accepted Answer

The system identifies an order as possibly fraudulent and holds it for 48 hours.

Answer

A finance hold, often referred to as a fraud hold or security hold, occurs when an online system flags an order as potentially fraudulent. This mechanism is in place to protect both the customer and the company from unauthorized transactions. The order is typically held for a specific period, like 48 hours, for review before being processed or canceled.

Question 4

Choose the tool that we use to report fraudulent charges.

Accepted Answer

None of these options are correct

Answer

While CCA, VCC, and Right Now are internal Walmart systems, none of them are specifically the tool used to *report* fraudulent charges in the sense of initiating a fraud investigation with a financial institution or internal fraud department. Reporting fraudulent charges typically involves specific internal fraud teams or external financial partners, not these general customer service tools. Therefore, none of the listed options are the correct tool for this specific action.

Question 5

Which of the following is not correct?

Accepted Answer

If an item is delivered late, the customer will automatically receive a discount.

Answer

While Walmart strives for timely delivery, an automatic discount for late delivery is not a standard, universal policy. Customers can specify shipping addresses, return items to stores, and policy exceptions can sometimes be made by customer service. Therefore, the statement that customers *automatically* receive a discount for late delivery is generally incorrect.

Walmart Practice Test

Walmart Practice Test

Walmart Knowledge