If a customer is purchasing an item and is immediately walking out the door with it, what Load Indicator do we use?
CW=Carry With
100
What is the difference between a Replacement Plan and an Extended Protection Plan?
If product fails with a replacement plan the customer will receive a gift card for the product. With an extended protection plan Lowe's arranges for the product to be repaired.
100
The Lowes Consumer Credit Card gives the customer the choice of 5% or __________ on purchases over $299
No interest financing
100
List the ways we can look up a transaction to make a return. There are 4!
A customer gives you an item number but says that they will be picking it up some other day. What load indicator do you use?
PL=Pick Up Later
200
What does a customer need to do when a product protected by an EPP/RP fails?
Call Service Advantage @ 1-888-77Lowes
200
What Lowe's credit card is designed for small businesses, has no annual fee and offers flexible payment options.
Lowe's Business Account
200
Can we deny a return because the customer has no receipt?
NO! We must attempt to process the return with an ID. Only Genesis can tell us to deny the return in this instance.
300
What does LISA stand for?
Look inside all (boxes and containers)
300
After selling a pick up later what must you do in Genesis?
Go to 1.12.12 and leave a comment so we can find the merchandise when they pick it up.
300
On the EPP/RP prompt, what does EXT and DOP stand for?
EXT=Extention, This plan starts at the end of the manufacturer's warranty
DOP=Date of Purchase, This plan starts today
300
When processing a Lowe's Account Receivable sale we must always see the customer's ID to make sure they are a _______.
Authorized Buyer
300
How long after the sale can we return a RP/EPP?
30 days. After that they have to speak to service advantage to get a prorated refund.
400
What do you do after scanning every item?
RED=Read each description
400
A customer gives you an item number and tells you that another associate is going to meet them at the gate in the outside garden area to help them load it up with a forklift. Which indicator do you use?
NL=Not Loaded
400
True or False? Our EPP program is run and owned by Lowe's?
True! The EPPs are not covered by a third party company. This means customers don't need to worry about getting ripped off due to technicalities.
400
What card is designed for medium to large businesses and must be paid off at the end of every month.
Lowe's Account Receivable
400
How long after a transaction may we adjust a price for an item that went on sale?
Indefinitely! It used to be only 30 days after the transaction but this has just changed.
500
What do you do when the EAS activates as a customer walks out the door with visible merchandise?
GOV=Greet Offer Validate (BEFORE we mess with alarm system)
500
A customer wants to have a purchase delivered sooner than Genesis will allow. What do you do?
Call the delivery team and see if we can accommodate the request. If so, have a Head Cashier override it.
Exception: If it is an appliance, we honor next day delivery every time.
500
What percentage attach rate is every cashier's goal for EPP?
10%; 1 out of 10
500
What Lowe's credit card allows customers to make purchases outside of the store.
Lowe's Business Rewards American Express Card.
500
What does Martha want us to leave when we are refunding SOS merchandise?