OMNICHANNEL
What are some of the things that you notice on the jcp.com homepage?
What is: product images, search box, department options, and the promotion banner/offers
What are the best ways to search for a customer in csc?
What is: by telephone number or email
Can a customer access their rewards on the JCPenney App?
What is: Yes. Yes, the can.
Can you log in to Finesse without being logged in to Jabber?
What is: No. No, you may not.
What are 3 of the 5 ways customers shop with JCP?
What is: at the store, online, by telephone, social media, and the JCP app
What are the 3 steps of checkout for customers?
What is: shipping, payment, review and place order
Does the customer need to be logged in to their dot.com account in order for you to pull their active cart?
What is: Yes. Yes they do.
How many points do I need to have in order to earn a $10 Earned Reward Certificate?
What is: 200 points
What is My Resource?
What is: it is an encyclopedia of JCPenney policies, updates, product information, promotions, marketing and much more!
What are 3 private brands?
What is: Arizona; Cooks; JCPenney Home; a.n.a; Ambrielle; Bold elements; St John's Bay; Okie Dokie; Royal Velvet; Lis Claiborne; Stafford; Adonna; Claiborne and more.
What is the difference between ship to home, ship to store, or same day pickup in regard to the time frames involved?
What is: ship to home is 3-5 business days, ship to store is 4-7 business days and same day pickup is ready within 4 hours of placing the order unless it is placed after 3pm then it will be ready the next day.
How many numbers is an item number?
What is: There are 7 numbers.
What is the difference between linking, and merging, accounts regarding what can be done later?
What is: you can un-link accounts, but you may not un-merge accounts. Merging is final.
At the end of my shift how do I clock out?
What is: not ready - end of shift then sign out end of shift
What is in it for you if we generate higher revenue for our company? (name 3 of 5 ways)
What is: Associate wealth (merit pay increases), pride, more engaged workforce, job security, and recognition
How do I save an item for later?
What is: the heart icon that shows up when you click on the Add to List box.
How many JCP Gift Cards can you use in an online order?
What is: Just 2.
In what time frame do Earned Reward Certificates expire?
What is: In a minimum of 45 days
Can I change my status while I am on a phone call?
What is: Yes. Yes, I can.
What are things that we can do to increase private brand sales?
What is: Learn more about the brands, share the value they offer, understand how it compares to other brands, i.e. Xersion to Nike.
What is the best way to learn about product knowledge?
What is: using JCP.com and searching for our different products; going to the store to look/feel the items; using search engines/websites of the prodcuts, i.e. Samsung's site, Levi's, LG's, etc.
After editing a customers account when do I close my ticket and when do I keep my ticket open?
What is: Close all tickets, unless there is a follow up needed. If a case needs to be followed up on, are kept open.
Which accounts are linked together, and which accounts are merged?
What is: You can only link opposite accounts (phone/offline to email/online) And you can only merge like accounts (online to online; offline to offline)
Where do I go to create a prepaid mailing label?
What is: Under Finesse, to Customer Maintenance.