Address Change
For the address that an item is to be shipped/sent to can be changed at anytime. True or False
False
What is the tool you use to get in a customer's account called
What is Admin Home
How many Tabs are in service Hub?
5
If an item has been shipped with the date showing Sept 20 as the shipped date. If the customer contacts on Sept 24th asking why they did not get their package, what resolution option must you select?
What is the category will you find Chat basic information that can help you handle chats?
Service Tools
What category in InfoHub Can you find address change information in
Order Changes
How many sister sites are there on Wayfair?
5
Order Tab and the Product Tab
If the customer contacts and ask for a status update on this package is this a WIMS situation?
Yes
How many time do you brand a chat to say the company name (Wayfair)?
2 times. At the start of the conversation and at the end/closing.
Where do you go to see if an Address change can be done?
What is Run WIzard
What is the CAM tool used for?
To make update on a customers account when needed. such as change phone number or send reset password link.
If the customer have one order number does it mean they only have one purchase order too?
No. Because they could have bought multiple item under one order.
For large parcels who does these deliveries
Wayfair partners and Wayfair
When you offer additional assistance by saying for example (is there anything else I can do for you today? What Metric or KPI does it affect
FCR
shipping address change is a request true or false?
True
Customers can have 2 types of account with Wayfair. What are they?
B2B A business account
C2B and a regular customer account
You must wrap all contacts except
When you did not communicate/have a back and forth with the customer/Ghost contact
What a large parcel leaves the warehouse/manufacturer where does it go and why
It goes to a sorting facility or a consolidation center to be placed based location which of the Wayfair DA(delivery agent) or Third party delivery agent it should go to.
Do you need to verify a customers' account for chat contacts? Give reason why
No. Since the customer has to log into their Wayfair account in order to chat into Wayfair
what are the 2 reasons that would prevent an address change wizard from sending the request to change it.
payment with a third party financing and if the item already shipped
What does BAM and CAM Tool abbreviation stands for
Business account management and Customer account management tool
What is located in the Run Wizard Tab
All the wizards
For Canada small parcel shipment once the item ships where does it go before it gets to the customer
It goes through customs then it gets shipped to the customer.
List 3 behaviors to be done/practiced on chat?
1. Always promote the use of myaccount(customer wayfair account.
2. always offer additional assistance.
3. tailor the appropriate greeting to fit the customer contacts