S.M.A.R.T
What do we Recite in the Case of an Outbound Call?
Hello. My name is [your name] and I am contacting you from Lowe’s regarding [reason for call]. May I speak with [customer's name]?
Do you have time to speak with me today?
"This call may be recorded for quality and training Purposes."
What is the third step to checking an order status?
"Review and manage any holds or alerts on order."
What is the number to the Customer Escalation Support Line?
660-4847, Option 1 for escalations
Can the Refund Administrator assist with online returns or returns denied due to timeframe?
"Refund Administrator cannot assist with online returns or returns denied due to timeframe."
Name 3 of our Qualified Online Retailers
Hold long should we hold if a caller or a store asks you to hold for an unspecified amount of time?
"Hold for a maximum of two minutes, recite dead air and disconnect call."
What article should we use in the event that a customer asks us to contact a vendor?
"If customer asks Associate to contact vendor, review talking points on Coronavirus Resources, Updates, and Talking Points."
Where would we conference an ECR escalation if the appropriate ECR Representative is unavailable?
"If unavailable, conference to ECR."
Name three OPE that have a 30 day return period
Who has final discretion on all in-store price match decisions?
"Store Manager on duty has final discretion on all in-store price match decisions and should be upheld on any customer inquiry."
In the event of an outbound call, what number would we transfer the Cust to complete the VOC?
"If customer accepts, transfer to 100-4848, press Option 1, and then press Complete."
If the tracking is unavailable/invalid for a customer and you are unable to reach the vendor what steps would we take?
"Unable to reach vendor or store: If still within 72 hours of ETA, advise customer to call back at a future time so store or vendor may be contacted again. If more than 72 hours have passed from ETA, go to Missing Item or Order. and then offer to replace, review Customer Wants to Make a Purchase."
What should you do in the event that a Leader refuses escalation or you unable to escalate the contact?
"Send an Outlook email to your Site Director and Cc your Operations Manager (OM)."
What shipping regulations do we have to follow for a Lithium-Ion Battery?
"Department of Transportation Shipping Regulations"
Can we stack a Lowe's coupon and a price match?
"Lowe’s does not match competitor coupons or allow Lowe’s coupons to be used on a product that has price match. Customers can either use a Lowe’s coupon or price match to lower competitive price but not both."
What do we demonstrate to a Customer by making sure they don't have to repeat information?
"Active Listening "
What steps are taken in the event that the carrier is unable to deliver to the cust due to the customer living outside of their service area?
"These shipments are handed off to USPS. If additional information is needed, ask customer to contact their local post office."
What steps should we take in the event that a caller is wanting to speak with a store or field employee?
A. Enter store number in Lowe's Store Locator. B. Advise we are unable to provide direct contact information and provide store phone number
What should we advise the store if the store needs assistance with a Sterling return?
"Advise to contact store ITSD."
Does Price Promise apply to purchases of large quantities?
"Lowe’s reserves the right to limit requests to reasonable quantities. If looking to buy significant quantity of a specific item, visit local store to see if volume discount is available."