General
Customer is saying the cover they received is a few inches bigger than the cover they purchased.
The extra material allows space for trimming to better fit the pool.
What maintenance should be performed regularly on an electric cleaner?
clean filter/bag, check brushes, and inspect cord.
What is the required response time for Amazon messages?
24 hours.
Which pool package includes the Rhino Pad?
Premium / Best
We can punch in _______ before our shift starts
5 minutes
How do you confirm the correct item was shipped before authorizing a return?
Ask for photos of everything the customer received. Verify SKU, model, and order details before authorizing a return.
How often should a pool be shocked during the swimming season?
Every 1–2 weeks, or as needed.
We should always request ____ and _____ when speaking with an Amazon/Walmart customer over the phone.
Phone number and email
Pool packages are typically delivered by semi-truck or box-truck on a _________
4x8 pallet
Can the customer change the liner type in their pool order?
Only over the phone, not online.
What photos do we require for a “wrong item received”?
Item, label, and packaging
Do we carry spider gaskets?
No
A Walmart customer responded to our last message with a "Thank you".
What should you do next?
Respond to the message.
Walmart requires a response to ALL messages. We cannot NRN Walmart emails.
This alarm system helps monitor pools and alert owners to potential accidents before they occur.
SwamCam Alarm Camera System
Item #100365
The customer wants to know the dimensions of an item's package before they place the order.
Where do we find this information?
(explain how/where as if I'm new)
- Search the item# in Netsuite /or/ Click Netsuite in the items yellow box
- Scroll down to Item Characteristics
What different brands of 3" chlorine tablets do we carry?
Rx Clear / C3 / HTH
How do you identify if a filter cartridge is worn out or torn?
Worn/torn cartridge identified by tears, fraying, collapsed pleats, or reduced flow.
What is not allowed in AMAZON messages?
Emails and external links.
What is the name of our Semi-Inground Pool Kits?
Dominica
The customer said they received the reel tubes but not the end pack. After reviewing the shipment information, you find the end pack was damaged and is being returned to the sender.
What should you do next? (explain the entire process)
- Check if there is an RMA; if none, create an RMA for the returning pckg.
- File the shipping claim
- Create a replacement order
- Notate order memo AND account
This ladder is not recommended for use with Intex/inflatable/pop-up style pools UNLESS you possess a ladder stabilizer for safety reasons.
Which ladder am I?
Vinyl Works Slide Lock Resin A-Frame Ladder with Barrier - Item #832230 / 832230W / 832230G
---------
If you wanna search:
Vinyl Works Slide-Lock A-Frame Stabilizer
Item #832237 / 832238
How can a customer prevent rust or corrosion on a metal ladder?
Rinse off with fresh water, dry it off, and store it out of the sun.
An Amazon customer calls to cancel an order they just placed online.
Explain what you should do next and what to say to the customer? (Explain as if I'm new)
First, check to see if we have received a cancellation request from Amazon.
If yes - can proceed to cancel.
If no - explain to the customer they need to cancel the order through Amazon first so that we can move forward with the request.
What size of inground pools do we currently carry?
(Hint - there's only 3)
16x32 - Item #900502
18x36 - Item #900504
20x40 - Item #900506
When should we provide a prepaid label VS having the customer pay for return shipping?
Prepaid label for defective/incorrect items;
Customer pays for remorse.