Show:
The Brand
RightNow
HTML Basics
Writing Emails the Hollister Way
Hollister Co. Gift Cards
100
This is the date that the first Hollister Co. store opened.
What is July of 2000?
100
This is what a new customer service issue is called in RightNow.
What is an Incident?
100
It is important that you include this in an email when making product recommendations.
What is an image of the item?
100
This is something you will need to assess when responding to a customer’s email in order to determine if the customer is writing in a positive, neutral, or negative tone.
What is Emotional Currency?
100
Internally this is what Gift Cards purchased online are called. This should not be used when responding to a customer’s email.
What are EGCs?
200
This is how much of Hollister Co.’s business is generated overseas?
What is approximately 50%?
200
This is the tool found inside of RightNow and is used as an informational data-base that can help you answer questions.
What is the Knowledgebase?
200
The customer will see this in their response email if you modify and break the HTML code in RightNow.
What are pieces of the HTML code?
200
When crafting emails to customers it’s important to remember to include these three key branding elements.
What are? • Making sure the customer feels exclusive, • Making sure the tone is casual, and • Using images and hyperlinks to keep the experience graphic/visual.
200
Hollister gift cards are available in the US in the following denominations.
What are $25, $50, $100 and $200?
300
This is the name of the fictional character used in the Hollister Co.’s backstory.
Who is John M. Hollister?
300
These response templates include a pre-crafted email message that you will need to customize when addressing a customer’s email.
What are Model Responses?
300
Verbally, identify the area of the HTML code below that you must modify to point the customer to a different URL on the Hollister website: < a href=”http://www.hollisterco.com/hol/help_home.html” >
What is the area between the quotation marks, but not including the quotation marks?
300
There are approximately 60 different questions that customers may ask via email however these questions fall into 4 main categories/types.
What are? • Corporation • Product • Retail/Store experiences • Online Orders
300
This system allows you to pull up a virtual receipt in the event a customer is unable to provide you with the gift card number.
What is CCL or the Credit Card Lookup system?
400
This is the demographic targeted by the Hollister brand?
Who are High School Age consumers?
400
By pressing this combination of keys on your keyboard you will be able to utilize the Hotkey function.
What is function (F) + F8?
400
Explain how you access the URL of an image from the Hollister website.
What is right mouse click on the image and select Properties?
400
Customers looking to communicate positive or negative feedback on a Hollister store experience or share thoughts on the Hollister Co. brand image would fall under this email category.
What is Corporation?
400
This system allows you to view the history of a gift card, activate inactive cards, and check gift card balances.
What ValueLink?
500
Identify the 3 main types of products Hollister Co. offers its customers?
What are Clothing, Body Care Products, and Fragrances?
500
These are the 4 main functions of RightNow:
What are? • Profile issues based on related categories • Forward feedback to departments within the company • Receive and send emails • Forward information to managers
500
This is the tag that you use to create a break in a paragraph.
What is a < br >< br >?
500
You should refer to store associates as this when responding to customer emails.
What are Models?
500
Customers often confuse this type of credit with a Gift Card when they make a return or exchange.
What is Merchandise Credit?