INCOMM
( TRUE OR FALSE ) Incomm is a website that we can use to check a customers order history? (Bonus: Extra $100 if you can name two more reasons we use the website for)
True
(True or False) It is ok to freeze and unfreeze gift cards in PBC without approval by leadership.
False, we don't freeze or unfreeze gift cards.
(True or False) Customers can get refunds immediately after their order is approved. ( Bonus $100 Can we make changes to an approved order? )
False, Walmart very rarely offers refunds. We also cannot make changes on an approved order.
(True or False) The L.A.U.R.A. tactic is a great way to deescalate an angry customer (Bonus: $200 if you can name exactly what L.A.U.R.A. stands for)
True
L= LISTEN
A= ACKNOWLEDGE
U- UNDERSTAND
R= RELATE
A= ACT
What are your responsibilities after a replacement request if approved?
Calling the customer with the replacement request instructions and notify replacement team on Outlook with new Order #.
(Fill in the Blank) When a customer calls in to tell us their app id, we make a note of that in _____.
Account Workflow
What information can you provide a cx with from PBC?
Balance, Date, Store Location, Time
(Fill in the Blank) Customers can cancel an order if the status says _____.
Payment Review
(Fill In The Blank) A non-corporate bulk customer can buy up to _____ worth of gift cards in store.
1,000
When can you ask for a SUP takeover?
You've tried de-escalation and the cx still wants a SUP
(Fill in the Blank) “Download invoice allows us to _____.
Receive the official receipt for the cx and be able to download and send to cx per request.
(True or False) PBC has a tool that lets us see a customers receipts for each gift cards transaction in Walmart stores.
False, we cannot see what the customer purchased.
(True or False) Walmart will refund and/or replace a customers gift card if it was stolen or used without their consent after we delivered it. ( Bonus $100 Who do they contact for this? )
(True or False) A corporate bulk customer can buy up $6000 worth of gift cards in store in a day.
False, they can only purchase $5000 in a day.
What information is needed for a Replacement Request?
Company name, Order #, Order Amount, GC #s, Reason
(True or false?) Comments left on Order review are always internal.
False, you must click on internal only.
(Fill in the blank) I can look up a card in PBC with ____ gift card digits.
Either 12 or 16 digits
[DAILY DOUBLE] Contestant must wager an amount of money they have before the question is read.
(Fill In The Blank) The most popular replacement request is because the order went ____.
Lost in Transit ( LIT )
A cx is having issues with their spreadsheet for EGC. Why?
A- They did not include the $ symbol under the value column, B- They removed the sample recipients in Lines 2 and 3, C- Their attached message is 120 characters total, D- They are uploading a .csv file.
C - messages are limited to 112 characters
Where can you find escalations templates?
SharePoint under Email Templates
(True or False?) We offer overnight shipping for corporate bulk orders. ( Bonus: Extra $100 if you can name what express shipping we offer and how many days it takes. )
False, we offer expedited shipping which is 2 business days.
(Fill in the blank) When receiving gift card information from a cx, you will NEVER need the ____?
Gift Card Pin
(True or False) FedEx requires signatures on orders that are above $10,000.
False, orders above 1k require signature at delivery.
What is our Team's phone number and email?
888.516.2614 Option 2, Option 3 and our email is shoppingcards@wal-mart.com
CX adds gc's to cart but they don't show up, what do we recommend?
Have cx clear C&C and try changing the design of the gift card.