Home Depot
What are the 4 pillars that make up our Effortless Customer Flow?
Engage, Get to Root Cause, Problem Solve and Gain Commitment
What does the Order Line Status AWAITING VALIDATION mean?
Order is being reviewed by the Fraud team
In how many days will the refund for Fulfillment Failure be issued?
3-5 business days
For in-store pickups, how long will a customer’s order remain available for pick-up at the designated store?
7 DAYS
While processing the order in HOME, what are the 3 payment options we will be using?
Omni Pay
Gift Cards
Sign and Pay
How long does the customer have to purchase the Home Depot Protection Plan?
90 Days
For a STH Order, according to the KB's what would we advise the customer to do if we cannot cancel the order due to incorrect address (Select all that apply)
Dispute the charges with the bank
Advise the customer to contact the carrier for further assistance
What are some reasons our customers reach out to us? (Select all that apply)
Where's my order?
Cancel my order.
I need help placing an order.
Home Depot Protection Plan coverage for General Merchandise products starts when item(s) are delivered.
False
If the customer makes a mistake while entering their credit card information, what action can they take to start over?
Press the # or * key to restart.
The Home Depot Protection Plan (HDPP) is only offered to Major Appliance Products.
False
Hazardous materials items can only be returned (a) and must be emptied of (b) .
at the store, all flammable liquids
Our standard shipping is from (a) to (b) business days for transit, delivered via UPS.
3 to 5
In which order would we go through the payments methods:
Gift Cards
Omnipay
Sign and pay
Which system do we use to access Knowledge Base? (a)
CRM
You can mark down the cost of the HDPP instead of marking down the item itself to help cut cost.
False
What's the name of the co facilitator we have in the class?
Arturo Tecuapetla
Our 3 main customer types are
What are the 4 fulfillment types you’ll be supporting our customers with?
STH, BOSS, BOPIS, and BODFS
What's the name of the CEO's of Iterum?
Miro Batista and Joe Fidanque
What’s the associate limit for a post-sale markdown?
$150
All GM has a 90 day return window.
False
When was home depot founded?
February 6, 1978
If we want to change the main Pickup person on a BOPIS order (for non-pro customers), we must (a) and (b)
Whats the operations manager name?
Karina Ballesteros