Basic Order Sequence

ADP

100

DOUBLE JEOPARDY!!!

True or false: in order to change the customer's frequency of their ADP item, you would go to the installment recap and change the timeframe the customer prefers.

False. You cannot modify the frequency of ADP items

200

What shipping method is used for ADP item?

Canada Post

300

List all the pay methods customer can use for ADP item

Any credit card (Visa, MasterCard, Amex, TSC CC)

400

There are 3 types of item numbers associated with an ADP. What are they?

1. One time shipment

2. ADP

3. ADP with Easy Pays

500

Calculate how much the customer will be charged for 4 months:

Customer wants an ADP item that cost $200.00. It comes with 4 installment. Each item ships every 30 days. (don't worry about taxes & shipping and handling)

Month 1: $50

Month 2: $50 + $200

Month 3: $50 + $200

Month 4: $50 + 200

Multi-Pack Discount

100

True or False.

All dropship items are eligible for MPD

False. Only ones that are shipped by Canada Post.

200

What is the multi-pack discount your customer will get?

Item 1: $6.99

Item 2: $7.98
Item 3: $10.98

$10.98 + ($6.99/2) + ($7.98/2) = $18.47

300

Calculate how much multi-pack discount the customer would receive:

Gift card 

Dyson AM09 FAN

Not applicable. Gift cards can't be multi-packed with other products 

400

After you calculated the new MPD that you need to adjust for, where would you put the new S&H rate and what do you need to do after (before pressing submit order)

You enter it in the "shipping info" tab under P&H override you would put in the new figure. After completing that you would put an order comment.

500

Calculate how much you would need to adjust MPD.

ADP item: $9.98

Non-ADP item: $6.99

(6.99/2) + 9.98 = 13.475

13.475 - 9.98 = $3.495

Create a New Account

100

What are the TWO requirements required to creating a new account?

1. Customer has a valid credit card

2. Customer has a Canadian shipping address.

200

If the customer would like to secure their account, you can offer them a password. What are the steps to do it?

1. Put an asterisk next to the customer's first name.

2. Put the password ** in the customer's comment.

300

Prior to creating a new account, what should you confirm with the customer?

1. Confirm if the phone number was entered correctly.

2. If the number is correct, ask the customer if they have shopped with us before?

400

If the customer forgets their postal code, what alternative information can you ask the customer to access the account?

1. Last 3 purchases

2. Last 4 digits of their credit card including expiry date.

500

During the time you placed an order for the customer, you informed them of SHIP150. What and where do you document this?

5539 in the customer comments.

KMTs

100

How many promotions can a customer use in one order?

One.

200

The customer is calling in to get Today's Showstopper. They are also asking to add the upsell with it. What and where do you put the upsell comment?

In the order comments and 6554

300

Out of the following products, which ones don't qualify for Rogers employee discount:

1. Dyson vacuum cleaner

2. 14k yellow gold graduated infinity ring
3. Samsung 65" TV
4. PMD Personal Microderm on ADP

3. Samsung 65" TV
4. PMD Personal Microderm on ADP

400

DOUBLE JEOPARDY!!

Customer wants to know about when the Apple product will be coming back on the air. How many ways in Scriptsure can you search for it?

3 ways - item, calendar, or show

500

Which part of connection is important to read prior to your shift starting?

Read receipts 

Misc.

100

DOUBLE JEOPARDY!!

What are the requirements to use SHIP150?

1. less than 20lbs per item

2. total is over $150 before taxes and shipping & handling

3. Shipped via Canada Post

200

What information do you need to tell an Express customer?

1. Total of the order

2. Number of easy pays

3. Shipping and handling timeframes

300

DOUBLE JEOPARDY!!

Customer would like to modify their order. You noticed that the order was placed last week, which means you cannot modify it. You placed a new order for the customer instead. What information would you tell the customer at the end if their customer type is regular:

1. Total of the order

2. Easy pay break down

3. Shipping & handling timeframes

4. Midnight cancellation / modifications

5. 30 day money back guarantee

6. Ways to shop with us 

7. Qualify the customer to Express program

400

While processing the order, the customer mentions that one of the item is cheaper than the price you mentioned. You checked your KMT's and noticed it is cheaper. What do you need to do prior to submitting the order?

1. Change the price under "unit price"

2. Add an order comment "adjusting due to price difference on ____"

500

In the search field, what do you have to change the drop down to, to locate the account.

1. Jacqueline Cho

2. 647-909-0909

3. M2K2G5

4. 4500-0090-0905-5050

1. Normal search

2. Phone number

3. Normal search

4. none. you don't search by credit card.