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Remote Assist Tool:
While researching a transaction, you need to view the customer's actual receipt rather than a summary of the transaction. Which capability of RAT supports this?
Receipt Visibility/ Viewing Receipt
Alcohol Digital Rebates
A customer purchased a qualifying alcohol product and is asking how they will receive their rebate. What is the correct response?
The rebate will be sent to their PayPal account after purchase
Associate Discount
While setting up a new employee, you notice there is no preferred store selected on the account. Why is this important?
The preferred store determines the correct division and associate offer eligibility
Order Ahead
A customer placed an order yesterday and would like to increase the quantity of sandwich trays. You locate the order and see the status is Pending. What should you do?
Process the requested update and document the change
Military Discount Eligibility
A customer wants to know if the 10% Military Discount is offered nationwide. Which response is correct?
No, the program is currently limited to specific divisions, such as Denver, Southwest, and United
Remote Assist Tool:
A customer insists they clipped a coupon before shopping, but RAT shows no clipping activity. What should you verify next?
4U Redemption Troubleshooting
Alcohol Digital Rebates
A customer met all rebate requirements, waited more than five business days, completed troubleshooting, and still has not received the rebate. What is the next step?
Submit a Route to Supervisor (RTS) form
Associate Discount
An employee from Shaws contacts support regarding their associate discount. According to the process, how should the offer be loaded?
Load the offer through the SDG Tool
Order Ahead
A customer calls asking if their order was successfully submitted. What information would best confirm the order was completed?
The customer received a confirmation email
Senior Discount Eligibility
A 54-year-old customer shopping at a Southwest store asks if they qualify for the Senior Discount offered on the first Wednesday of the month. What should you tell the customer?
The customer must be at least 55 years old to qualify
Offer Redemption
What is the filter for you to clip all digital coupons in Weekly Ad
Alcohol Digital Rebates
A customer demands MGO compensation because PayPal has not delivered the rebate. What is the correct action?
Decline compensation and follow the approved scripting regarding Neptune and PayPal rebates
Order Ahead
A customer calls on Monday and wants to place a bakery order for pickup on Tuesday. What should you advise?
Advise the customer that Order Ahead requires at least 48 hours before pickup
Order Ahead
A customer asks you to place an Order Ahead order for them because they are having difficulty navigating the website. What should you do?
Process the order on their behalf
Senior Discount Eligibility
A customer in NorCal who is 62 years old wants to receive the Senior Discount but forgot their ID. What requirement has not been met?
The customer must present a valid state-issued ID for age verification
Offer Redemption
What is your indicator if coupon was clipped?
Scissor Icon
Alcohol Digital Rebates
A customer believes they qualify for a rebate, but you discover they never clipped the offer before purchasing the product. What is the best explanation?
The rebate offer must be loaded before the qualifying purchase is made
Order Ahead A customer wants to order a birthday cake but is unsure where to start. What is the best guidance?
Direct them to the Order Ahead section of the banner website or app or process the order in behalf of the customer
Military Discount Eligibility
A customer calls and asks if they can receive the 10% Military Discount at their local Safeway store this Saturday. What should you do first?
Verify if the store participates in the Military Discount Program before confirming eligibility
Senior Discount Eligibility
A Southwest customer places a grocery pickup order and wants the Senior Discount applied. How should you respond?
The Senior Discount is valid for in-store purchases only
Offer Redemption
Can we click the CLIP ALL UNCLIP OFFERS button?
No
Associate Discount
A newly hired employee contacts support because they are not receiving their associate discount. After reviewing the account, you discover the profile is still classified as a Customer. What should you do first?
Update the profile from Customer to Employee and add the Employee ID
Associate Discount
A new employee calls because they do not have an associate discount. You discover:
What is the correct sequence of actions?
Update the profile to Employee, add the Employee ID, assign the preferred store, then allocate and clip the appropriate offer
Military Discount Eligibility
A customer from the Southwest Division contacts support on the 5th of the month because they cannot find the Military Discount offer to load to their account. What is the best response?
The offer becomes available to load starting on the 15th of the month
Where can you check if the account was flagged?
Account Comments