Online Store (OLS)
Norelco and Women's Beauty
SmartSleep and VitaLight
Mother and Child Care
100
If helping the consumer in check out, you can check out as Guest only. True or False?
True
100
Name the 4 categories of Norelco products.
1. Shavers
2. Trimmers & Groomers
3. Clippers with accessories
4. OneBlade
100
This product is for position-dependent back snorers where snoring ceases when sleeping on their side.
What is the exact name?
SmartSleepSnoring Relief Band
100
Which product is the highest call driver?
Bottles
200
Can chat team take payments/credit card information? Yes or No
No, Chat team can not take payments. Taking credit card information to complete the order can ONLY be done on the phone
200
There are many products updated online and the old ones are no longer available. Where would you look for information if you get a call on old products?
Support page/ Product manual. (product support)
200
What are the two products of VitaLight?
Wake-up Light products and Energy light products
200
Non-electronic products such as bottles, manual breast pumps, pacifiers/soothers, toddler cups, etc. are covered by 30 day warranty. True or False.
False. No warranty
300
What is Philips Online Store return policy? 30 days or 60 days?
30 days.
300
All women's beauty products have _________ months of warranty.
24 months
300
Which of the following is not a New app feature of SmartSleep Deep sleep head band:
1. Sensitive setting
2. Displays REM data & provides personalized insights
3. Record your turns in the night
4. Compare your data to other users
record your turns in the night.
300
Where would you find the serial number for the single and double electric breast pump?
For both the single and the double electric breast pump, the model number is easily found underneath the motor unit.
400
Vouchers are usually 15 characters excluding dashes. When, entered they should contain additional spaces at the beginning or end of the voucher code or an error message may be received.
What is wrong in this statement?
The voucher can NOT contain any additional spaces at the beginning or end of the voucher code or an error message may be received.
400
All Women’s Beauty products have a 45-day money back guarantee EXCEPT ________
Lumea
400
The SmartSleep Deep sleep head band app Does Not have a feature of comparing your data to other users. True or False
False
400
Where will you find the serial number in a DECT baby monitor?
In the battery compartment
500
What is the time frame that the back office can handle the escalated case?
The standard turnaround time for back office is 3-5 business days.
500
5D Pivot & Flex Heads
•Heads flex in 5 different directions
•More comfortable and clean shaving result
S1000 or S3000?
S3000
500
What is the money back guarantee on SmartSleep Snoring Relief Band?
30 days MBG
500
No Suction or Less suction is a common issue for breast pumps. What would be the first thing you would ask/try to get information about from the consumer?
If the cushion is the right size.
600
If the discount code is invalid, what would you do before escalating and what Domain you will use to escalate?
Take Troubleshooting steps
Escalate to Commercial using Domain Online Shop.
600
Lumea from Women's beauty can by used by everyone/for every skin/hair tone. True or False
False. Light based hair removal is not suitable:
On light blonde, grey or red hair
On very dark skin (type VI)
600
What are all contents in the SmartSleep Snoring Relief band package?
Package contents: Includes Sensor, Chest strap, Charging cable, Instructions for Use
( CAN BE FOUND IN TECHNICAL SPECIFICATIONS)
600
This system is designed for even less air ingestion, which helps with common feeding issues such as colic, gas and reflux.
The AirFree vent .
700
If Consumer purchased 5 boxes of toothbrush heads and they received only 4 boxes, therefore there is 1 box missing, this would be considered a “Missing Item”.
What will be the correct case Coding to escalate to the commercial with the Online Shop Domain.
•Case Type -
•Case Reason -
•Case Type - “DELIVERY (ISSUES)”
•Case Reason -“Missing Item”
700
What is the difference between electric razor and a trimmer?
Trimmers are for smaller areas, and are for more detailed cutting.
Razors are for larger areas with less attention to detail required.
700
A consumer calls in and says for his SmartSleepConnected Sleep and Wake-Up Light HF3670/60 - The display of Philips Somneo Sleep & Wake-Up Light is too bright.
Where will you look to resolve this issue? (Hint: there no KM)
Support page/Troubleshooting for the product.
700
What is a Variable flow nipple? OR what is the function of the Variable Flow Nipple?
Adjust to 3 different flow rates by simply turning the bottle
800
What is the correct case coding for RMA label request?
Case Type:
Case Reason:
RMA Label Request :
•Case Type “RETURN/REFUND”
•Case Reason “RMA label request”.
800
Consumer calls in saying his shaver is not charging. Is there a KM article on this issue that you can use? If so, give the name of the article.
My Philips Shaver is not charging
800
Where would you find the VitaLight serial numbers?
On the bottom of the device
800
What resources do you use to find troubleshooting information on any product?
KM, Website/Support page (troubleshooting section)/
900
For ELOD True and ELOD False items in the same order, how many RETs are created for their order?
They will need two different RETs created for their order. The first will be for all ELOD TRUE items and the second will be for all ELOD FALSE items.
900
Rounded shape controls skin pressure and doming (when skin protrudes into slots) for more skin-friendly experience- ComfortCut OR CloseCut?
ComfortCut
900
Where will you find the "how to use" instructions for the any light therapy product?
user manual/product manual
900
What does DECT stands for?
Digital Electronic Cordless Technology
1000
What if consumer purchased multiple items, and one of these items is out of stock, what will happen to the order?
Right now we give the order about 2 weeks in “created” status to see if we can fill the back ordered item(s) if we cannot, the whole order will be cancelled
OLS does not allow back orders and cannot ship partial orders.
1000
Which series shavers come with SmartClean system?
Certain models in 5000 through 9000
1000
List 5 benefits of light therapy
Clinically proven to improve mood and energy
Helps fight winter blues
Improves sleep patterns, helps resolve early/late sleeper problems
Increases alertness
Natural solution that works without the side effects of drugs
(Depending on the correct answer, the trainer can decide how many points to give.
1000
What is the difference between SCF and SCD?
SCF: Feeding and non feeding products: e.g. bottles, breast pumps, pacifiers, sterilizers, niplettes, and warmers
SCD: Monitors and gift sets: e.g. baby monitors