Appeasements
If the consumer has an issue with a Camel Snus product, which appeasement would you send?
SNUS PQ
What is the date and time we should program the mailer?
Next business day at 7:00 am
What would you do if you receive a PQ case via chat?
What would you do if a consumer calls and they are not verified or certified?
Do the verification and certification process, after we can continue with the PQ process as usual.
What is the timeframe for the consumer to receive their refund?
4 - 6 weeks
What does G2F1 mean?
Get 2 for the price of 1
What should we select in the Mailer field if pictures are needed?
EMAIL \ PHOTO
How can you attach photos previously sent by the consumer to a case?
Under the Related section inside the case, on the option of Attachments, we can upload or drop the files.
In what step of the call flow should you verify/update the consumer's information?
During the creation of the profile or when the consumer's profile has been found.
What is the maximum amount you can give for a refund?
$150
Which states are not eligible by law to be sent appeasements?
NY, NJ, MA, and CO.
What is the timeframe for the mailer to arrive to the consumer's mailing address?
2 - 4 business days
Why does rudeness or no active listening affect your PQ score?
Because it can be the cause of an incomplete PQ case.
What is the correct sender for an email from Misty?
RJR (rjrhelp@rjrt.com)
A consumer from CA is calling us about a PQ Issue. Should we offer them a refund proactively?
No, only to consumers in NY, NJ, MA, or CO.
What is the name of the NAS appeasement?
CONS RECOG CARD W/2 GC
If the consumer has an issue with 4 packs of Lucky Strike, what is the size of the mailer we should select?
Medium - QA
The consumer says they've been buying 5 packs of Newport Menthol 100s each week, including this week, in the last 3 months, what would be their last purchase?
The 5 packs they've bought this week.
By mistake, you sent the email from your BAT email, should you send another email with the correct sender?
No, as this would create a duplicate email for the same case.
You sent the consumer a refund for an amount of $14.00, what do you need to confirm with the consumer?
The refund amount, the timeframe, and the consumer's mailing address.
What are the values, depending on which state the consumer is located, of the NAS appeasement?
$2.00, $4.00, or $6.00
Name the brands that fall under the ASC OpCo
Grizzly, Kodiak, Cougar, Camel Snus, Levi Garrett
Explain when we should send a CR Mailer to the consumer.
When it's their fourth PQ case in a six-month period.
Name all the sender names we use in a PQ case
RJR, SFNTC, & ASC
Name the fields you should complete in the Refund Information section on Salesforce.
Refund, Refund Amount, and Verified Address