Review Game

Provinces and Territories/ Addresses

10

Give me 5 examples of street names and their abbreviations.

annex (ANX), causeway (CSWY), crossing (XING), Harbor (HBR) and street (ST)

20

Shipping or transportation service where goods are pick up from a loading dock (origin) and delivered to the business address.

Shipping dock deliveries

30

Give all different address formats.

Civic (street) Address, Postal Box, Military Address/ Business address

40

Give all the 3 territories  Canada and the abbreviations.

Newfoundland and Labrador- NL

Northwest Territories- NT

Yukon Territory - YT

50

Give all the 10 provinces in Canada.

Alberta, British Columbia, Prince Edward Island, Manitoba, New Brunswick, Nova Scotia, Nunavut, Ontario, Quebec and Sasketchewan

Seasons and Retail/ Common Terminologies/ Home Depot profile

10

Give all 4 seasons in Canada.

Winter, Spring, Summer and Fall

20

A way of buying something in which you order and pay for it on the internet, then collect it yourself from a store.

Store Pick up

30

Is a prepaid stored-value money card. Can typically be use online or in person to be spent at accepted locations.

GIFT CARDS

40

Home Depot carries products like? (give 3)

building supplies, appliances, tools, hardware, bathroom fixtures, paint, flooring and etc.

50

Give all 5 Target Market of Home depot.

Customers who have just moved into a new home.

Customers looking to upgrade their current home decor.

Customers looking for a home decor gift for others.

Customers who simply love what Home depot has to offer.

Customers who do home improvement projects by themselves.

Customer Service Excellence/Common Brands Sold at Home Depot

10

is the act of going beyond customer expectation and delivering an industry-leading experience.

Service Excellence

20

Give 3 examples of Common Brands sold at Home Depot.

Hampton Bay, Kitchen Aid, Black+Decker, RYOBI, Milwaukee and Ridgid

30

Meaning of RAW.

Ready, Able, Willing

40

Give me an example of GLAD>SURE>SORRY using these words: Appreciate>Confident>Apologies

I totally appreciate your time in calling Home depot regarding your inquiry, I am confident enough to assist you with your concern and I apologies for all the inconvenience this has cause you.

50

Meaning of FIRST.

F- find out why the cx is contacting

I- Inquire to know more

R- Respect customers time

S- Solve the problem

T- Thank the customer.

Payment methods

10

is a service offered by credit and debit card providers whereby the provider puts hold of the amount approved by the cardholder.

Authorization hold

20

a payment card issued to users to enable the cardholder to pay a merchant for goods and services.

Credit card

30

online payment platform that facilities payments between individuals and businesses.

Paypal

40

Authorization hold of Credit card and Paypal.

Credit cards- 5 days

Paypal- 10 days

50

Give all form of card payments Home Depot accepts.

All type of Home Depot cards, Visa, Mastercard, Discover, Amex, Discover, Paypel

Chat/Call Flow and Consultative Selling

10

F+B=V

What does V stands for?

Value

20

is defined as putting your relationship with your customer first, worrying about selling them your product afterward.

Consultative selling

30

F+B stands for?

Features + Benefits

40

TIPS on how to be consultative.

Be an expert.

Lead the conversation.

F+B=V

50

Give the call/chat flow. 

Greeting, Ownership & acknowledge, Security Validation, Paraphrase & assist, Recap, Announce the Survey and Closing the call