Random
Name something that Destiny preaches about in every dev session
Name two cases
Order ETA. PO Sent to vendor
What is an associate's threshold amount
$150
Name an appliance we sell
Refrigerator
What is the Team's take rate goal?
15%
What is the process in requesting vacation time?
Submit time in NICE and when approved, submit vacation hours in AMP
When would you submit a ETA case?
When the order has passed the delivery date by 5 days
Name an item that has a 30 day returnable days and explain why.
Gas leaf blower. Because it is Gas.
Once the appliance(s) arrive at the MDO. How much farther can you push out the delivery date.
30 days once scanned in
How many pillars are there in the ECF pillar?
4
Provide 3 Ownership statements
We will are more than happy to get this taken care of for you! This experience does not live up to our HD values and we will get this correctly immediately. I am personally going to make sure this issue gets resolved.
When would you need to create an Order Verification Case?
When the order is replaced multiple times and continues to be cancelled. Bank confirms that there are no restrictions on the card.
What does PIP stand for?
Product Information Page
Does a MA carrier bring 3 prong or 4 prong upon delivery
Both
Name three Nailed It behaviors that effect ASAT
Acknowledge the customers situation/emotions. Personalize the conversation. provide detailed actions that you are going to assist
List all 6 required information when requesting for a GC
Customer's first/last name, order number, email address, phone number, reason for GC, GC amount
When do you create a PO case?
If it is 5 days past ETA for Pre PO or PO sent to vendor, create a PO Sent to Vendor case
Name 3 facts about PRO referral
We match Pros to our customers, we do background checks, its a free referral serivce
Name 3 appliances we do not install
Commercial, cooktops, double wall ovens
Name three Nailed It behaviors that effect LTSA
Empower the customer by sharing self serving options, branded closing statement, loyalty statements
Name all ECF Pillars
Engage, Get to Root Cause, Problem Solve, Gain Commitment
Name 2 pieces of info available in an MA Exception Case
Order status. Cancellation Status.
Can we cancel orders in PO Sent To Vendor Status.
Yes. If the item YOW then we will need to partner with res to request the cancellation. If the item is CHUB then we can send a vendor an email to request the cancellation
Name three MA HDPP benefits
Covers up to $300 spoiled food per claim, No lemon policy, 3-day service appt guaranteed
What are the current goals for LTSA, CES, and ASAT?
LTSA 70%, CES 67%, ASAT 84%