PICK-UP/DEL
What information must you review with a customer while you are scheduling delivery with them?
NAME ON ACCOUNT, ADDRESS FOR DELIVERY, PHONE NUMBERS, EMAIL AND NAME OF PERSON SPEAKING TOO, ITEMS BEING DELIVERED
What type of Attention Indicator would be applied for a customer who had a prior issue with a delivery team, and does not want them back for their next delivery?
CUSTOMER ALERT WITH DELIVERY TEAM INFO/NAMES
If a tech calls in on a CUSB ticket that it's a manufacturer's defect, what sort code do you need to make sure is on the ticket?
SMC
CUSTOMER CALLS ABOUT FABRIC BALLS ON THEI SOFA AND WANTS PIECES REPALCED WWYD?
EDUCATE ON PILLING MAYBE ASK FOR PHOTOS IF NEEDED AND OFFER TO SEND GLEANOR FREE OF CHARGE
A driver calls in and says that the person accepting delivery is requesting to have all of the merchandise placed in the middle of the living room and asked that it remain wrapped. What should you confirm before disconnecting the call?
SPEAK TO CUSTOMER ENSURE THEY ARE AWARE THAT THEY HAVE 7 DAYS TO INSPECT MERCH AND CALL W/CONCERNS AND NOT GOING BACK OUT TO SET UP
CUSTOEMR CALLS TO PAY OFF THEIR SALE AND SCHEDULE THEY WANT TO USE THEIR NEW FINANCE CARD WHAT DO YOU DO?
REVIEW EMAIL YOUR SENDING TO COMPLTE PAYMENT AND SIGN OFF ON PROMOTIO (MONTHS TO PAY OFF) ONCE COMPLETE CAN SCHEDULE
A customer calls because their merchandise has arrived. They used their financing to put a 30% deposit on the order but want to pay off the balance with the same financing account. What would you do?
SEND CUSTOMER EMAIL TO PAY OFF ON LINK TO SIGN/ACCEPT NEW TERMS
If a tech calls in and says the ticket is complete, but should be under the 5-year Protection Program that the customer purchased, what would you do?
call GBS to file claim, add wo/claim# in comments, get condition, email protection team
If a customer calls in upset about a GBS denial and has questions, what would you do?
REVIEW REASON FOR DENIAL AND SEE HOW WE CAN HELP
A driver calls in to report that they are removing 1 additional piece of old bedding. The customer originally had 2 pieces on their order, but they are removing a total of 3 pieces. What should you do to account for the additional piece of old bedding?
UPDATE SALE TO REFLECT 3 PIECES AND COLLECT PAYMENT
What are some possible indicators that a sale may be fraudulent?
PAYING MULTI CARDS, STOCK MERCHANDISE, ORDER PALCED ONLINE, IMMEDIATE DELIVERY, FIRST SALE, OUT OF STATE BILLING ADDRESS, NO GBS, ADDRESS CHANGED AFTER ORDER PLACED
The customer has a battery pack that was purchased with their recliner set. GBS is authorizing us to take back the set and the customer wants us to refund for the battery pack that they have had for 3 years. What would you do?
REVIEW NO WARRANTY PAST 1 YR FINAL SALE ON BATTERY PACK
If a technician calls in that the cause code for a ticket is a "Z" code, what else should be marked off on the service ticket?
COURTSEY BOX
The customer calls in to tell us that her daughter was injured on a staple sticking out of the sofa. It did not require medical attention, just a band aid. WWYD?
CREATE A SERVICE TICKET AND SEND TECH OUT TO ENSURE NO MORE STAPLES IN PIECE FOR SAFETY. NO I/A AS NO MEDICAL ATTENTION AOUGHT OR LEGAL ACTION
A JBH/driver calls in and says the customer has let them know that the sofa they delivered is the wrong color. You checked the customer's sale, and the sofa should be brown, but Dispatch Track photos show the sofa is white. What should you do now?
SINCE IT IS NOT A SALES ERROR NEED TO KEY A J11
CUSTOEMR CALLS STATES THEY WANT TO SCHEDULE DELIVERY HALF WAY THROUGH THEY MENTION LAST DELIVERY WENT THROUGH 2ND FLOOR WINDOW AND NEEDS SAME DELIVERY WWYD?
THIS HAS TO BE QUALIFUED BY JBH. REVIEW PRIOR SALE AND MEASUREMENTS AND REACH OUT TO JBH TO SEE IF THEY AGREE/APPROVE OF A HOIST
If the customer adds the Protection Plan to their furniture on the day of delivery, the drivers will have an extra kit on their truck to give to the customer.
FALSE WHEN UPDATING A SALE YOU GET POP UP AND SHOULD CHOSE TO SHIP ON NEW SALE
If the customer calls in to reschedule a service call that's scheduled for a few days out, what would you put as the result code so you can reschedule?
CANCELLED SERVICE CALL
A customer calls to say they noticed sawdust on their clothes, and they think the dresser has termites. You request them to send photos and deem it is powder post beetles. What do you do for the customer?
CREATE AN EEX, EDUCATE OTHER PIECES ARE SAFE AND SCHEDULE WITH AN ALERT FOR DELIVERY TEAM SO THEY CAN WRAP THIS ON TRUCK
If a driver calls in to Service and reports that nobody is home at the stop they've just showed up to, what should you do?
What is a sale with the store location of "08"?
CLEARANCE
A customer calls in to return a sofa on an order that has Progressive Leasing. It was delivered a month ago, but has a broken frame that has been coded defective by a technician. What would you do?
Contact Accounts Receivable to see if the customer is out of contract and owns the merchandise. If they are still in contract, Progressive owns the merchandise. Customer must reselect “like” merchandise (i.e., sofa for a sofa) at a price equal to or greater than the original purchase If the reselection is more, the customer must pay the difference with another form of payment If the reselection is less, the difference remains on account
TECH CALLS INTO SERVICE FOR A CUSB BASE WARRANTY ISSUE WHAT PHOTOS ARE NEEDED IN DT?
PIECE AT ARRIVAL, LABELS OF ALL DEFECT PIECES, PICTURE OF BED WORKING, DATE CODE LABEL
If a customer calls in to report that their new table has a gap in between where the leaf is, how do we know when it is considered a defect if it's completely connected?
IF A QUATER CAN DROP THROUGH AND HIT FLOOR
A driver calls in and says that he gouged the corner of the table he's out to deliver because he tripped over the customer's dog walking through the home. The customer is keeping the table, but wants it replaced today. What would you do?
KEY AN EEX, REVIEW NEXT AVAILABLE DAY FOR DELIVERY, EXPLAIN PETS PUT AWAY, IF PUSHES LOOK INTO SAME DAY URGENT