eCommerce
What section will you be able to determine where the part is being shipped to?
Ship To & Bill To address Answer given
What happens if a returned part has been tampered with, affecting its safety or resale value?
It is not eligible for return credit, refund, or exchange
What does RMA stand for?
Return Merchandise Authority
What is the most accurate method of locating parts in the parts catalog of Parts.Ford.com?
Entering the VIN
True
What should you do if customers inquire about returning a part they haven't received, and the item is a Ford Performance part component of a kit or assembly?
Warm transfer them to the Ford Performance Info Center
Which tab in OMS can you use to find the shipping destination for orders shipped to home?
Shipments
What statement best describes the Warranty Start Date (WSD)? Select all that apply.
The day the dealer puts the vehicle into service.
The day the customer takes delivery of the vehicle.
Where would you go to search for an order in the Order Management System?
Advanced Search in the Find an Order section
Find an Order
In Ford’s return policy, how many days from the shipped date does the customer have to return an item?
30 days
What does RMA stand for?
Return Merchandise Authority
What does the does the status 'Label created' mean
the part was supposed to be picked up but hasn't been yet.
It can be shipped under a different tracking number.
What is a ship node?
shows where item is coming from.
What items are non-returnable?
Custom-painted parts
Wheels
Electronics
What does FAD mean?
Ford Authorized Distributor
A customer calls about a Ford Performance Part that he wants to return. What should you do?
Provide them with the Ford Performance Info Center's contact details and warm transfer the call.
What is the hold process acronym and meaning?
TACT
T - tell the customer you will place them on hold.
A- ask the customer if it's ok to place them on hold.
C- check in with the customer
T- thank the customer for holding.
What are the three parts that make up a part number?
Prefix
Base
Suffix
What system will tell you that a part is obsolete?
eCatalogue
What is the standard style, Font color and size for any form of documentation?
Ariel, Black, 10
What is the process for assisting customers who have not received a part or some parts of an order from the Ford Accessories website? Select all that apply.
Confirm if the item is a regular accessory, a Ford Performance part, a component of a kit, or an assembly.
Per the normal handling process, document the concern in the Customer Relationship Management (CRM) system.
Add the part number to the Part # field in the CRM.
In what situations would Ford use vouchers as a Goodwill Gesture for order concerns?
The order was delayed with the carrier.
Incorrect part is delivered.
The Customer Service Representative suggested an incorrect accessory or part.
Why would a customer want to return an item?
The Customer doesn't want it anymore.
Item was damaged during delivery.
didn't receive correct item ordered.
What is the base part number for the following:
SPN: 8L2Z7000BRM
7000
When doing an order search from the Advanced Search section, you can search using the following information.
Order Number
Email Address
Phone Number