Appointments
Yearbook and Image Systems
Solo/Website
Sales Support
Odds & Ends
100
Do you cold or warm transfer when you see a phone number in the territory directory?
*Answer: Warm Transfer/Consult
100
True or False:(Explanation Required): You can enter a yearbook selection after the yearbook deadline shown in Spectrum has passed?
*Answer: True, check Image Access to see if account status is still open or confirmed.
100
True or False: Customers can create a installment plan for their order on the website.
*Answer: False
100
Customer would like to create an order with you. What should you do?
*Answer: Transfer to the order queue.
100
True or false: When a customer calls to check the order deadline/purge date, you should give them the date shown in the system.
* Answer False
200
True or False (Explanation Required): When customer's have their pictures taken, they receive proofs right after their session.
* Answer: False, it takes 2-4 weeks to receive their proofs.
200
Yes or No (Explanation Required): Customer did not select one of their yearbook acceptable poses in time before the deadline was passed and confirmed. Will they have an image in the yearbook?
*Answer: Yes, the lab chooses the best photo in their opinion to meet requirements.
200
Customer placed their order online and chose the COD option. They attempted to deliver the order 3 times and was unsuccessful. What will happen to the order?
*Answer: It will be returned back to us.
200
True or False: Mom would like to see an example of a proof with the retouching. This issue needs to go to sales support.
*Answer: False, we cannot send proofs with retouching.
200
Customer receive her proofs today, but she did not receive all of them. She did not receive any of her cap and gown photos. What might be the issue?
*Answer: It is a 2nd sale cap and gown.
300
What are the four territories we schedule for at the National Contact Center?
* Answer: ST, PM, OX, LD
300
In which system and where in that system do you locate the customer's image purge date?
*Answer: Virtual Proof, under the images.
300
Customer called because they had forgot their password. They ask you to change their password so they may view and order. They do not provide a session ID or access code. Do you have to fill out an OA (explain why)?
*Answer: Yes, because its changing account information without credentials needed for authorization.
300
True or False (Explanation Required): Customer did not receive their proofs after 4 weeks. You should send them to sales support.
*Answer: False, you should fill out a proof reprint form.
300
True or False: (Explanation Required):Customers can combine seniors that are sibblings in the same package/order.
* Answer: True, as long as they attend same school and placed over the phone.
400
If you call the studio to make an appointment and you don't get in contact with someone, what do you do?
* Answer: Give the phone number and fill out a research request form.
400
What is the process to find a customer's access code (assuming you are provided with a session ID?
*Answer: Enter the session ID in Image access or Virtual Proof to bring up the images and access code.
400
True or False (Explanation Require): Mom places order for intro at the beginning of the year and would like to order an extra 8x10. The website will not allow her to use add-on pricing.
*Answer: True, the website will try to make them use a la carte pricing unless it has a package included.
400
The customer would like to setup an installment plan for their order. What should you do to assist the customer?
*Answer: Transfer the customer to the order queue.
400
Mom placed her order online, but had forgot to apply her promo JKNK for 10% off. What can you do to best assist the customer?
*Answer: Verify the promo and fill out a refund request form for retroactive promo.
500
How much is a deluxe session?
*Answer: We don't know, depends on studio/appointment queue.
500
Can a black and white photo be in the yearbook? Why or Why not?
*Answer: No, it will automatically be converted.
500
Customer wants to find examples of wallet personalization options online. Where do you find them online?
*Answer: Under #3 "Add Products" under "Upgrades"
500
Mom calls and says that her 8x10 is bent and needs replaced. You had received an email stating that sales support is currently closed. What do you do?
*Answer: Fill out a Sales Support Callback Form.
500
Mom calls to make a change to her order. You check her order and the status is in "Released Acknowledged." What do you do for the customer?
*Answer: Fill out a Backorder Request Form
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