Order Processing
What order type would you key for a free goods order?
FG order type
How long can a hold time be?
No more than 2 minutes before refreshing the caller.
What status should you change a case to as soon as you receive it?
Working.
When do we do a Quality Assurance case?
When there is an error or a complaint with an order.
What are "the big three"?
Cardinal
Mckesson
AmerisourceBergen
Name three variables you can use to look up a customer in XT?
Cost center
Zip code
Street number
How much time do I have to answer a call?
No more than 5 seconds.
For a case that is pending an account maintenance, what status will you put it in?
Hold
Name two shipping errors that are cause by the DC that we would create a Quality case for?
Shortage
Overage
Which address is used to look for the wholesaler of an account?
Billing address
Is it possible to modify the payment terms if the purchase order specifies a different set of terms?
Yes.
When finishing a call what are the components of the closing script?
Offer additional assistance.
Thank the customer and use the program name.
Professional closing.
When transferring a case to a TL for review, which case status should be placed in?
Escalation
What is something that the training document says to ask the customer for when a damage claim is being reported?
A picture of the item or damages.
What is typically the billing address for a direct account?
Usually, the same as the ship to address.
What does it mean if an order is on status 30?
The order has progress to the DC and the pick ticket has been created.
What are the steps to transfer a call?
1. Ask the caller to place him\her on hold.
2. Call the other department.
3. Explain reason for the call.
4. Join the calls and introduce the other agent.
5. Transfer and leave the call.
When receiving a Scorecard, to whom should it be redirected?
Jeff Primeau
What information would we put in the product information section of a QA case?
The item number of the affected product.
If an account has CAR list it on it which wholesaler is the account for?
Cardinal.
Name 3 order types that are free of charge?
FG
PAP
RW
SA
RO
What information should you include when log in a call for an order that has been placed.
CUSTOMER called from PHARMACY. Callback #: 8888888888 to place an order for PRODUCT. Quantity 80. Order placed. Order#: 222222.
What actions will you take if the amount differs from the one stated on the purchase order?
Send an email back to the customer or AM asking for the correct price.
Once a QA case is approved and feed into master control, what number do we need to look it up and check the status?
Deviation number.
If an account has ABC list it on it which wholesaler is the account for?
Amerisourcebergen