Subscription/Delta Dental
There are 3 OneBlade subscription options available. Two are listed below, fill in the 3rd one.
1. OneBlade Light
2. OneBlade Regular
3. _______________
OneBlade Frequent
If helping the consumer in check out, you can check out as Guest only. True or False?
True
Name the 4 categories of Norelco products.
1. Shavers
2. Trimmers & Groomers
3. Clippers with accessories
4. OneBlade
This product is for position-dependent back snorers where snoring ceases when sleeping on their side.
What is the exact name?
SmartSleepSnoring Relief Band
Is there a recipe app available for Philips airfyer?
Yes, available for IOS and Android
Philips OneBlade handle + replenishment blades are available in the subscription? True or False.
True
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
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)
What are the two products of VitaLight?
Wake-up Light products and Energy light products
Where would you find the Model number and Serial number on the airfyer?
On the bottom of the airfryer
Consumers can NOT cancel their subscriptions at any time. True or False
False. Consumer can cancel it anytime.
What is Philips Online Store return policy? 30 days or 60 days?
30 days.
All women's beauty products have _________ months of warranty.
24 months
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.
True or False: All Airfryer accessories are compatible with all Airfryer models
False
The Consumer has a PO Box in address for ordering the toothbrush and the order did not ship. What could be the reason?
Cannot ship to PO box. It must be a physical address.
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.
All Women’s Beauty products have a 45-day money back guarantee EXCEPT ________
Lumea
The SmartSleep Deep sleep head band app Does Not have a feature of comparing your data to other users. True or False
False
Where can you find the information on parts of the juicer and troubleshooting issues?
Product Manual
How many Sonicare subscriptions are allowed per account?
1 per account (4 per household)
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.
5D Pivot & Flex Heads
•Heads flex in 5 different directions
•More comfortable and clean shaving result
S1000 or S3000?
S3000
What is the money back guarantee on SmartSleep Snoring Relief Band?
30 days MBG
What is the warranty period of Kitchen appliances?
12 months from the date of purchase
When cancelling Sonicare or OneBlade, consumer only needs to return the hardware if cancelling within the remorse period. Consumer gets refund if cancelled within remorse period and device is returned on time. Is it the "Big Button" or "Small Button"?
Big Button
•Cancel Subscription & Return the Hardware (“Big” Button)
•Cancel Subscription & Future Replenishments (“Small” Button)
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.
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)
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)
Where would you find the model and serial number of the Philips smoke less grill?
On the bottom of the Grill (on the side of the on/off switch at the drip tray outlet area).
For Delta Dental the Invitation email for signing up is sent through Philips. True or False?
False. it's through Delta Dental
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”
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.
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.
Which of the following are top call drivers for pasta maker?
1.Spare Parts/Accessories
2.Product Issue
3.Product Information
4.Repair/WorkOrder
All of them
What is an important step for the consumer to take in order to get the toothbrush Shipped in Delta Dental after they accept the link?
Create an account in the app. (OR Log in to the "correct" app)
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”.
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
Where would you find the VitaLight serial numbers?
On the bottom of the device
What is the technology used in Philips Juicers?
Micro-beading
Micro-masticating
Micro-scaling
Micro-juicing
Micro-masticating
Consumer is having difficulty cancelling their subscription. In order to help them through the process, you need to refer to the KM article. Find the name of the article you would use in this situation.
KM Article Process: Sonicare Subscription Service Support #000017353 (Salesforce training env’t. # 000005321)
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.
Rounded shape controls skin pressure and doming (when skin protrudes into slots) for more skin-friendly experience- ComfortCut OR CloseCut?
ComfortCut
Where will you find the "how to use" instructions for the any light therapy product?
user manual/product manual
True or False?
Refurbished Philips products are not covered under our manufacturer’s warranty.
True. The warranty only covers the original purchase of a new product.
1. What resources would you use if the Consumer Can’t Sync App and Handle? And 2. Would you order a replacement in this scenario to resolve the issue?
Look for troubleshooting KM article and if not solved, escalate to Technical for support
NOTE: DO NOT order a replacement in this scenario as it will not solve the customer’s issue
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.
Which series shavers come with SmartClean system?
Certain models in 5000 through 9000
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.
Where would you locate the model number and serial number of the Hand blender? (hint: there are 2 steps)
To locate the model and serial numbers for the Hand Blender
1.Press the release button on the motor unit to remove the blender bar or chopper coupling unit.
2.Model and serial numbers are located near the bottom of the motor unit, close to the release button.