QA
what are the 4 steps in our QA call flow
Engage
Identify
solve
close
where is wayfair based in?
Boston
--- is designed to which routes drainage horizontally back through the wall to connect with drainage waste vent
P trap
a ---- lightbulb has the highest lifespan at 45,000 hours
LED
how long do we have to return large appliances
within 48 hours of delivery
what is incorporated within the conversation to ask for more details around the customer need. Agent should be asking questions that are meant to clarify a need, or help understand the root of a problem so you can move forward with providing solutions within the interaction.
Probing questions
Wayfair was founded in what year?
2002
backsplash
what's the difference of a semi flush and a flush mount
flush mounted Mounted close to the ceiling where you can’t see the mounting.
semi flush Mounted with a downrod or extension with the mounting visible. .
what appliances is designed for a very practical use. They are good at removing heat, odor, humidity and grease from the kitchen environment when cooking.
Range hood
Agents should use what? to build urgency in moving the customers product to the cart and support through checkout.
Assumptive verbiage
what was wayfair called in the beginning?
CSN stores
undermount
what size of ceiling fan should you use on a room less then 50 sq ft
29" or less
for a electric cook top you must have a----- supply
240 v
An agent should always offer the customer the option to purchase a -------- when available with the selected item. Agent should also do what?
* protection plan
Agent should also educate the customer on the benefits of purchasing a warranty/protection plan.
what are wayfiar's 5 brands
*extra 100 point if you can name the one we got rid of.
Joss and Main
All modern
Birch lane
Wayfair
Perigold
*Wayfair supply
---- is Installation of the drain, waste, vent and supply lines in a structure to the proposed location of each fixture
rough in
if a customer is looking for a cooler appearance light bulb should you recommend a higher or lower Kelvin
Higher
name 6 of the major refrigerator platforms
french doors
side by side
bottom freezers
top freezers
built in
counter depth
what are the 4 bullet points in a proper closing statement
Agent provided statement of thanking the customer for calling today and informing customer to call us back if they need further assistance, including branding. (Wayfair, Perigold, All Modern etc)
Agent offered additional assistance to the customer to ensure all questions were answered.
Agent explained the checkout process to the customer and offered to process the order whenever appropriate, when applicable.
Agent informs customer of next steps depending on solution covered in the call:
Order Placed (Delivery timelines, Order confirmation email, tracking email)
No order placed (Invite the customer back)
what is wayfair's 3 people principles
500 extra points to name all 9 values
*we drive results
relentless customer service
deliver results with agility
use good judgment
*we win together
build the best team
collaborate effectively
respect others
*we are always improving
be a owner
innovate and improve
adapt and grow
--- Valves which direct water to various outlets. They are used in showers, tub and shower combinations, bidets, roman tub fillers and kitchen faucet sprayers.
Diverter
How does light color play a role based on the room's purpose?
The color of a light or it’s “temperature” not only sets the mood of a room but allows us to perform daily tasks throughout the day. There are different purposes we need light for: task, ambient, and accent. These types will all vary in color temperatures depending on the client’s preference.
Warmer tones for a softer light: Bedside fixtures, patio/outdoor lounge area
Cool tones in task areas to help define lines. Under cabinet lights, large work spaces, makeup vanity
Accent fixtures are client’s decision: Coves, niches, picture lights, floor and table lamps
General and should stay consistent- Recessed, ceiling fixtures (flush, pendants, chand.), fan lights
what amount of BTU’s are recommended for a 1000sq ft room
18,000