Scope of Work
True or False
Floor leveling is included in labor cost for flooring jobs
False- Floor leveling is an unforeseen site issue, and may need to be charged when installer comes to jobsite.
True or False: Call 2s populate once product is marked received, and installation is scheduled in IMS
True
What metric grades how well we perform on our calls.
Quality/SMART
A group spends 9 hours returning Jewelry
Lord of the Rings
How Many kids does Andy have
3
True or False- Painting or staining of Trim is available to customers at an additional cost
False- Painting is not offered by Lowes.
True or False, first and last name of customer is needed for proper documentation.
False- First name only is needed
What metric measures your productivity for activities?
Activities/Hr
After losing his father, a young boy gets used by a pair of friends as a bodyguard and starts to eat bugs.
The Lion King
Andy has a tattoo sleeve, what is the subject of that sleeve?
Star Wars
True or False:
For a flooring installation, Cutting down of interior doors is included in the basic labor
False- This must be sold as additional labor.
Scenario- You create a new inspection work order on your call. Where is your documentation expected to be written?
Both in the originating job, and the work order time lines.
What section of the Post Installation Customer Survey is IST held accountable for?
LTR- Keeping Customer Informed
Orphan farm boy loses his home in a fire and travels with an old man across the galaxy
Star Wars- A New Hope
Where did Andy work prior to Lowes?
T-Mobile
True or False
Customer can pay extra to have the legs cut off an existing dishwasher for it to be removed
True- This is available at an additional charge
True or False: A double trip charge is appropriate to give a provider if an exterior job cannot be performed as scheduled due to a product issue
True- ONLY for exterior jobs that can't be completed due to PRODUCT issues.
What two metrics impact your quarterly bonus?
Reliability, and ASAT
Lady talks to furniture and falls in love with her kidnapper
Beauty and the Beast
Andy is a huge sports fan, name the 2 teams he follows (Hint: Different sports)
Chicago Cubs, and the Green Bay Packers
True or False:
For an additional charge a customer can have a security system and a doorbell reconnected once a door installation is complete.
False: Security system reconnects are not available as additional charge
Scenario- A provider calls you with unforeseen site issues with an installation and requires $46 in additional labor to complete the installation. The labor is not included in scope of work but can be sold to the customer. The PRO is not at the jobsite currently. What is your next step in process to handle this concern?
Contact customer to collect payment.
Name 3 of the 4 metrics PSPs are expected to meet or exceed at the end of the year
LTR- Keeping Customer informed, Quality, Act/Hr, and Adherence
Rich girl drowns poor boy in freezing water
Titanic
What are the names of Andy's twins?
Ava and Addison