Macros
A customer calls in with a store complaint. They want a call back. What macro would you run?
You run a retail credit macro. What should the tiers look like?
(Status, Store, and case resolution)
Status: Pending response
Store: Store #
Case Resolution: Verified policy
What system do we use for opening cases?
Salesforce
What is the refund policy?
What do we do if they have not received it?
Funds will return in 3-5 business days but can take up to 10 business days. It also depends on the customer's financial institution.
Run retail credit macro.
What Knowledge doc tells you the warranties for the Diehard Batteries?
DieHard Battery Warranties KD # 1503
A customer or team member calls in about a team member selling the wrong part or damaging a vehicle during an installation or free service. What macro would you run?
Team Member Error Claim
You located a proof or purchase. What would your tiers look like?
Status: Resolved
Subject: Existing order\POP\Ect.
Store: Store # or ecomm
Type: Store\existing order
Case details: purchase history\locate proof of purchase
Case resolution: Proof of purchase found
What system do we use for viewing giftcard transactions?
Gift card portal
What is the return policy?
The item has to be in new condition, Unopened, uninstalled, And within 45 days of purchase.
Which Knowledge doc explains how to run a gift card request?
Gift Card Request Macro KD # 1452
A customer calls in with a store complaint. They do not want a call back. What macro would you run?
You run a DIY opportunity about a rude team member. What should the case tiers look like?
Status: Pending response
Status Reason: Escalate to (who you are escalating to)
Store: Store #
Type: Store
Case detail: Team member behavior
Additional case details: Rude
Case resolution: Escalate to field leadership
What three tools do we use for searching instore transactions?
Retail Transaction Lookup in salesforce, Apex, and Storview
What is the warranty policy (exchange)?
Customer has to bring in the part with original proof of purchase and it has to be cleared as defective by the instore team members. The new part does not receive a new warranty instead it gets the rest of the current warranty.
Which Knowledge doc advised how to handle calls for a caller seeking business with Advance Auto?
Vendor Seeking business KD #1614
Customer calls in stating they have waiting longer then 3-5 business days for a refund on an instore transaction. What macro would you run?
You ran a DIY:DIY Customer FYI macro for a customer who says the store refused a free service. What should the tiers look like?
Status:Resolved
Store: Store number
Type: Store
Case details: Team Member refused Free Service
Case resolution: Escalate to Field Leadership
What tool do we use for logging into our Salesforce, Workday, and Verint?
Okta Portal
NON-RETURNABLE. Stores hold the discretion on returning non returnable items. Can be found on the Aap website under FAQ tab and under returns.
Which Knowledge doc would we refer to if a customer calls in stating they have a charge on their card they do not recognize?
eCommerce Fraud KD # 1398
In-Store Fraud KD#1123
Customer calls in about an item that the store is refusing to return. The customer feels like they should get a refund. What macro would you run?
DIY:: Return Policy Customer Opportunity
Customer calls in about a team member error claim. What should the tiers look like?
Status: Pending Response
Store: Store #
Type: Store
Case Details: Team Member Error
Case Resolution: Escalate to Field Leadership
What tool can we use to contact the Docs agents when we are stuck on a call?
Docs Chat in salesforce
What three options can you offer the customer for customer satisfaction?
Up to 10% off of an order, Up to $25 giftcard, Up to $20 speed perk.
Anything higher need approval from DoCS.
What Knowledge doc advised what is not covered under the Limited Lifetime warranty?
What does Limited Lifetime Warranty mean? KD # 1260