Accuracy
This is the only item that can be excluded and is the only difference in a quote and order readback.
What is payment method (this can be excluded on a quote. All other validation points are the same).
All notes must include 5 of this letter
What are the 5 R's
This email status should be picked when receiving a "Thank you" email
What is No Action Needed
This is most commonly missed when completing readback
What is pop up boxes in the checkout screen
This is where you can find the Shoe Mobile resource
What is "in the toolbox under Business Partner Contacts".
This is the two acceptable ways to read back a street address?
What are Street address, City, State or Street address, City, Zip code
According to the Note Taking guide, these two only apply if applicable.
What is Research and Resolution
This status and category are used after 2nd attempt to contact the sender with no response (sender did not answer phone or email)
What is Completed - Need More Information
What two things are covered at the end of every call?
What is "confirm all needs are met, and show apprciation.
This is where you can find the Verification/Readback Quick View
What is "Order/Quote Entry" in the Toolbox
When placing a will call order, what do you need to provide the customer that is not provided on ship to orders?
What is the complete branch address and hours of operation.
Notes for Returns/Post Order transactions must be entered in this location
What is Item Reason Text
This category should be used in ERMS processing Rejections, Credits, Rebills, Returns, FOCs, Tracking/PODs, Invoice Requests, Credit Collection requests, Pricing Strategy, etc.
What is "Order Assistance – Status"
This is the number of times you should confirm all needs are met.
What is "Until the customer says "No, that's all" (or some variation.
This is what you need to provide if you need to extend a will call pick up date and how.
What is Delivery number, New date & Customer contact info in TEAMS IM (or email if after branch hours)
When providing a total on a quote or order we must include this statement
What is "that includes tax and shipping"
These are required in notes if deviation is needed from standard work is necessary.
What are Leader approval (name/RACFID) and business justification
This is the #1 missed opportunity in processing the request for email
What is not following the Standard work guidelines
This is something you still need to do when a call is transferred to you
What is "Verify Customer's first and last name along with Account information".
This T-code is used to locate the order number with a tracking number
What is ZZPACKTRACK
What does this mean when shown in the EDD "1/18/2022-1/25/2022" on an order?
What is the full range of estimated delivery date (and must be given as listed)
These are the 5 R's
What is RACIFID, Requestor, Reason, Research, Resolution
Notes to be reviewed before entering order/quote
What is Special Handling Instructions
Unless called out in the instructions, this is always the first step if more information is needed.
What is "Call the Customer"
This is what you do if an uncovered customer is requesting a seller.
What is Uncovered submit a "Customer Requests Form" and let the customer know that Customer Experience Rep will reach out to them within 3-5 business days after submission of form