DELIVERY
CUSTOMER CALLS AND WANTS TO CHANGE THERE PICK UP FROM NASHUA LOCATION AND CHANGE TO A DELIVERY TO BE DELIVERED IN MASS. WHAT 2 ADDITIONAL CHARGES ARE NOW GOING TO BE ON THE SALE THAT YOU WANT TO DISCUSS WITH THE CUSTOMER?
DELIVERY FEE AND TAXES
If keying a CUSB ticket under the Manf warranty what should your sort code and cause code always be?
Sort code-SMC Cause code-W01
IN WHAT SITUATION WOULD PILLING BE COVERED?
NEVER IT’S NOT A DEFECT
CUSTOMER WANTS PARTS ON SERVICE TICKET SHIPPED TO THEM WHEN CAN YOU SCHEDULE IT AND WHAT EXPECTATIONS DO YOU SET WITH CUSTOMER?
NEXT BUSINESS DAY AND TO HAVE THEM CHECK EMAIL ON THAT DATE FOR UPS TRACKING NUMBER
WHAT IS TIMEFRAME FOR RETURNS NON PREFERENCE
14 DAYS
DRIVERS ARE CALLING IN THE RESULTS OF A PREMEASURE AND TELL YOU THE GOODS WILL FIT. WHAT DO YOU DO WITH THE TICKET AND THE SALE?
DOCUMENT AND FINALIZE THE TICKET AND CALL CUSTOMER TO ACTIVATE THE SALE
WHEN ADDING A CUSB POWERBASE TO A TICKET EITHER NEW OR IN ADDITION TO OTHER LINE ITEMS WHAT SHOULD YOUR LINE COMMENT ALWAYS SAY
DATE CODE THEN ISSUE WITH BASE
NAME 5 TYPES OF DISTRESSING
WORM HOLES, COW TAILING, RASPING, FLECKING, SMOKED/BURNT EDGES, WORN EDGES, ANTIQUING, DEEP GRAINING, KNOT HOLES, MINERAL STREAKS
WHAT SHOULD YOUR SERVICE ZONE BE IF YOU ARE WAITING ON PHOTOS FOR A CUSTOMER?
HR- HOLD ROUTE FOR NOW
WHEN WOULD IT BE OK TO LEAVE A DOCUMENT IN PRICE PROTECTION?
NEVER FOR CRM, EEX ONLY IF ON JD/FD MERCH AND WAITING ON MERCHADISING TO SEE IF AVAILABLE, CAN ON A SPO SALE AS TO NOT ACTIVATE UNLESS CUSTOMER IS READY
DRIVER CALLS INTO SERVICE THAT THE CUSTOMER IS REFUSING SOFA DUE TO DAMAGE AND THE DRIVERS ARE COMING BACK WITH IT TODAY. THE CUSTOMER WANTS SAME SOFA REDELIVERED. WHAT WOULD YOU NEED TO DO TO THE SALE TO SHOW THAT THIS IS COMING BACK WITH THE DRIVERS BUT ALSO NEEDS TO BE REDELIVERED. THIS IS NOT THE ONLY ITEM ON THE SALE CUSTOMER KEEPING EVERYTHING ELSE ONLY REFUSING SOFA.
SPLIT THE REFUSED PIECE OFF OF THE ORDER AND IF IN STOCK RESCHEDULE RIGHT AWAY IF NOT IN STOCK ADVISE CUSTOMER OF THE ETA
A TECH IS CALLING IN THE RESULTS OF A CUSB TICKET. WHAT IS EVERYTHING YOU NEED TO HAVE BEFORE RELEASING THE CALL WITH TECH?
ALL PHOTOS- DATE CODE STICKER, POWERBASE BEFORE AND AFTER, IF PARTS USED PHOTO OF SN# ON DAMAGED PART, COMMENTS OF WHAT HE DID TO TROUBLESHOOT TO DETERMINE ISSUE, TIMES, IF PARTS ARE NEEDED EXACTLY WHAT PARTS
WHO IS HEAD OF IN HOME SERVICE
SCOTT CUNNINGHAM
CUSTOMER CALLS IN REPORTS THAT THEIR PET URINEATED ON SOFA AND STAINED THE SEAT. IT SMELLS BAD WWYD?
PROVIDE GBS INFO TO FILE CLAIM ON STAIN AND OFFER PQP FOR CORE (IF AVAILABLE) JUST IN CASE AS ODOR IS NOT COVERED
WHAT IS TIMEFRAME FOR RETURNING BED PILLOWS
FINAL SALE PERSONAL ITEM
THE CUSTOMER CALLS DAY OF DELIVERY AND NEEDS TO RESCHEDULE DUE TO FAMILY EMERGENCY. WHAT STEPS WOULD YOU TAKE?
UNTRUCKLOAD THE SALE RESCHEDULE AND CONTACT DRIVERS AND MAKE THEM AWARE THAT THE STOP HAS BEEN CANCELLED IF DRIVERS DO NOT ANSWER LEAVE VM AND ALSO CONTACT JBH SO THEY ARE AWARE
IF A TECH USED A CONTROL BOX FROM THEIR VAN STOCK WHAT WOULD YOU NEED TO DO TO SHOW THAT IT CAME FROM THE TECHS VAN STOCK?
ADD SKU AND RESERVE FROM 0P VANSTK LOCATION
WHAT CAUSES COLORLOSS/FADING ON LEATHER?
LACK OF CARE AND MAINTANENCE- REQUIRES CLEANING AND COND REGURALY TO MAINTAIN: BODY OILS, CLEANING PRODUCTS, ETC.
OPEN SERVICE TICKET FOR PQP CUST WANTS TO PURCHASE PARTS, WHAT WOULD BE THE SERVICE ZONE, CHARGE CODE, PO SORT CODE AND PO LINE COMMENT?
SERVICE ZONE-CP CUSTOMER PART ORDER, CHARGE CODE, ZTP, PO SORT CODE- ZZZ, PO LINE COMMENT- TO BE PURCHASED
WHAT COMMENTS ARE REQUIRED IN A CRM
REASON FOR RETURN, WHERE CAN WE SEE PHOTOS, WHERE THE MONEY IS GOING, RETURN/RESELECTION TIMEFRAME, FEES BEING CHARGED/WAIVED ( TAXES, ORIG DEL, P/U FEE), IF SERVICED TIC#
DRIVER CALLS IN SAYS CUSTOMER IS REPORTING THAT THE ACCENT CHAIR SHOULD BE BLUE STRIPS AND HE UPLOADED A PICTURE CUSTOMER HAD ON PHONE TO DT. IT ARRIVED SOLID GREY. WWYD?
CHECK SALES ORDER, APPLY J11 IF RECEIVED INCORRECTLY OR STORE EMAIL IF SALES ERROR
HOW LONG WILL CLEARANCE OR FLOOR MODEL CUSB BASES BE SERVICE THROUGH JORDANS?
1 YEAR AFTER
HOW WOULD YOU RECOMMEND A CUSTOMER LOWER THEIR POWER RECLINER FOOTREST IF STUCK OPEN?
PULL COTTER AND CLEVIS PIN OR UNSCREW BOLT ( IF BOLT ON)SECURE FOOTREST TO FRAME UNTIL SERVICE
WHEN WOULD YOU NEED TO ADD AN ORDER ALERT FOR A SERVICE TICKET SCHEDULED WITH JBH?
A PRIORITY ORDER ALERT ON THE TICKET IS NECESSARY TO FLAG JB HUNT ROUTING TO ALLOT THE DELIVERY TEAM ENOUGH TIME, IF THE SERVICE REQUIRES RAISING OR LOWERING A POWERBASE, DISASSEMBLY AND/OR SETTING UP MERCHANDISE.
CAN WE LEAVE MERCHANDISE AT HOME IF NO ONE IS PRESENT?
DRIVERS CAN LEAVE MERCHANDISE OUTSIDE THE HOME IF THE CUSTOMER IS NOT AT HOME TO ACCEPT THE DELIVERY. THE CSR MUST SPEAK WITH THE CUSTOMER ON A RECORDED LINE TO GET THEIR AUTHORIZATION FOR THE MERCHANDISE TO BE LEFT THEREBY RELEASING JORDAN’S AND THE DELIVERY TEAMS FROM RESPONSIBILITY (WE ARE NOT RESPONSIBLE FOR THEFT, DAMAGE DUE TO WEATHER, ANIMALS ETC.)