Pickup/Returns
How long do we hold items?
All day.
Name all the payment methods
Credit, Debit, In-Store Code, Cash, Amazon One, Gift Cards
Is the style survey optional?
Yes but we should encourage it.
What is and how do you manage a style profile?
It's the in store profile created in the Amazon Style app that is allows a more personalized shopping experience. We tap on the You menu, tap on the profile name and create a new profile.
How do you know if someone needs an ADA room?
We will see the ADA icon on the waiting list.
Can we order an item online and ship to store?
Yes.
What 3 things do we need to sign up for Amazon One?
1. Credit/Debit Card
2. Phone Number
3. Palm
What is unique about the items on the floor?
They are display items only.
What is the name of the tool we use to concierge?
ET-51
What are the extra items that are delivered the room?
They are curated picks that are added to the room because of the style survey answers and other requested items.
Name all three Pickup/Return acronyms.
PWOTO
BOPIS
BOSS
Pick up without trying on
Buy online pick up in store
Buy online ship to store
What do you do if a customer comes up with a display item?
1. We say we cannot sell the display item
2. Reorder the requested item
3. Have fellow associate return item to the floor
4. Checkout guest
What is the benefit of the style survey?
1. Personalized Experience
2. Better Recommended Items
3. Saved Preferences/Fashion Taste
What is the difference of a system initiated task and a customer initiated task?
System initiated tasks are created automatically by the FOH associate tool to check in on the customer.
Customer initiated tasks are created by customers requesting help in the fitting room.
"I accepted my fitting room on my device why can't I go into it yet?"
Once you accept your fitting room, the items will be delivered to the room, once the items are delivered you will notified in the app, and will be able to unlock the fitting room door with your phone.
Recite the pickup script.
Explain price match?
We match prices to the Amazon.com website based on specific color-size-item combinations within 2 hours of purchase. Prices vary depending on the Amazon.com algorithm.
How do I shop?
You scan items, choose color/size options, send to fitting room/pick up, go to fitting room/pick up and you checkout.
Can a customer without a phone shop/enjoy a fitting room experience in store? If so list the steps and available features.
Yes they would need to have items sent to pick up by an associate. If they wanted to try items they would need to be put in a guest room but they would not have full access to the tablet function/request service and style survey recommendations.
"Can I get my room next to my friend?"
No. We cannot directly influence room assignment.
What does ASIN stand for?
Amazon Standard Identification Numbers
A customer checks out without registering their amazon account and use a $300 gift card. The total is less than the full gift card amount. What do we do?
We use a Flex Card.
If there is no registered account, we will be prompted to use an Amazon Flex card to make sure that once the transaction is complete we do not lose the balance remaining on the gift card. After scanning the Flex card we load the remaining balance to the card and give it to the customer after checking out.
If working the greeting station while a customer requests help what should you do?
If at greeting, we should be focused on greeting get the attention of a fellow associate to help the customer if possible otherwise we will handle assisting the customer and direct the customer to an available associate as soon as possible.
On the customer list what does the dash next to the customer name under priority mean?
The customer's room is waiting to be occupied.
I got a fitting room but need an ADA room, can I get switched? List the steps.
Yes.
1. Reassign room on tablet
2. Contact BOH about change
3. Tell customer to wait/direct to new room