Major Appliance
What is the tool we use to track down Major Appliance orders? The NAME, not the initials
DMP. Delivery Management Portal
What is the maximum amount of $ we can offer as a markdown for an inconvenience?
$150 dollars PER customer.
Which tool do we use to create cases?
CRM
What are the three traditional options the customer has to return a STH item?
Return it to the store, having someone picking it up at their home, or dropping it off at a UPS facility.
What are the 3 main metrics we use to evaluate our performance?
ASAT: Associate satisfaction
CES: Customer effortless experience
LTSA: Likelihood to shop again
What distinguishes normal appliances from Major Appliances?
It's the brand/manufacturer. Samsung, LG, GE, Frigidaire, Whirlpool, etc
What system/s can we use to mark down an order?
HOME and OrderUp
What conditions do we need to have to create an ETA case?
How long does it take for a refund to be processed? Answer for GM and MA both.
GM: 3-5 business days.
MA: 7-10 business days.
What do we need to say when we make a call to the store, MDO, carrier or ANYONE else we speak to?
The outbound call script. "I would like to inform you that this call may be monitored and recorded for quality assurance and training purposes"
How does a customer know when a Major Appliance will be delivered?
They get a 4-hour delivery window one day prior to the delivery date, and the next day they receive a phone call 30 minutes before delivery.
True or False. We can offer a markdown for an item that the customer already received.
True! Markdowns can be given as a damage allowance for customers wanting to keep the item as it is. 20% max for GM and 25% for MA
What is the realistic expectation we need to give to the customer when creating an Order ETA case?
Someone from Resolutions will look into the case and contact the customer within 24-72 hours. Always provide Case # so they can call us if they don't receive communications.
What option can we offer to a customer who wants to return an item, but they do not have a way to package it and they cannot take it to the store?
Item Pickup Case
What do we use Enhanced Special Services (ESVS) for?
NOTHING AT ALL. We do not use ESVS anymore. Instead, we use OrderUp, SPOS or transfer to the store.
What are the conditions to process a Major Appliance Replacement?
Customer needs to notify us about the damage/defect in the first 48 hours after delivery. Vendor needs to approve the replacement.
You need to do a price match for $630. This exceeds your limit as an associate. Who do you need to contact?
You need to open a RES chat. Supervisors (in person or online) can approve markdowns up to $500.
What does the status PO Sent to vendor mean? How would you explain it to the customer?
PO Sent to vendor means that the item is still with the manufacturer/warehouse and there is no carrier assigned yet to deliver the order.
What do we need to do when processing a refund in Order Up?
Process through the register via SPOS (Showroom Point of Sale). This is the store's register, so we have to make sure that OrderUp is located in the correct store before processing it.
What do we need to do before re-scheduling an MA order to a sooner date?
Contact the MDO to see if they can actually deliver the appliance sooner than expected.
A customer is calling because the delivery team scratched her floors when they installed the dryer. On top of that, the appliance is not heating up. What do you need to do?
Schedule a service call in DMP for someone to go to her house and check the appliance functions, and file a Sedgwick Claim form for the damage, then send it to RES.
Name all the things you need to take into consideration before honoring a price match with an item from another website.
Same model #, color and size. Website needs to be a valid RETAIL COMPETITOR (no wholesalers). It cannot be a special sale of the day, and it cannot be a seasonal item.
CCI complaining because their Samsung fridge has not arrived and ETA was 2 days ago. Which case do you need to create?
NONE. We do not open cases for Major Appliance orders or order numbers starting with H. In this case we would need to get in contact with the MDO.
Explain what a Fulfillment Failure is and the conditions we need to see before applying it to an order.
It's a way to completely reimburse the customer for an order that is never going to get fulfilled. We need to have carrier confirmation that the item never arrived or will not be arriving, and a supervisor's approval.
A customer has received 1 item out of 3 she ordered. Tracking says delivered, no proof of delivery. What can you check to see if they actually delivered the full order or not?
The weight of the item in homedepot.com and the weight of the shipment in the carrier's website. This will let you know if they shipped the complete order or not.