Katie Search

Katie Article

100

Which Policy is ARTICLEPROD-25321 

What is Promotional Codes Library

200

What is Synchrony bank phone number?

QCard Services at Synchrony Bank: 1-877-490-1787

400

What 2 keys on you keyboard allows you to search within a Katie policy?

What is Ctrl-F

500

What 2 pay method can not be used when purchasing a gift card?

What is 

• The QCard cannot be used to buy a QVC gift card.
• Gift cards cannot be used to buy a QVC gift card.

1000

When a customer contacts QVC requesting reimbursement for either plastic or electronic QVC gift cards, team members should

Advise her to contact CashStar Customer Support

Misc.

100

Do we "Google" a partner or manufacturer name to find a phone number? and Why?

NO!

• You might be giving the wrong business phone number and impacting a business office not affiliated with QVC.
• Not all vendors are set-up to receive customer inquiries.

200

 What is first step to troubleshoot a problem with your computer?

Ensure that your Ethernet Cable is firmly in place.

 

400

What does P.R.I.D.E. Stand for?

What is Personal Responsibility In Delivering Excellence 

500

What is TOWOP?

What is TOWOP = Time Off With-Out Pay 

1000

In the movie Rocky, what are Rocky’s pet turtles name?

What is Cuff & Link

Auto Delivery

100

What shows in the history view of an Auto Delivery? 

Shows all previously shipped or returned orders within that Auto-Delivery plan.

200

When is and Auto Delivery established?

When the first order is shipped

400

In the Change Auto Delivery screen what does the top work area displays?

• Item number link and item description
• Associate who placed the order
• The original plan order number
• The original order date of the plan
• The shipping frequency of the plan
• Payment method for the order
• The Plan Type

500

 When is an Auto-Delivery plans automatically cancelled?

If two consecutive shipments are returned to QVC for a refund.

1000

How many sections are in the Change Auto-Delivery Page?

Displays 3 sections: Top, Middle and Bottom work areas

Shipping/Tracking

100

Once you’ve followed all the steps to track the package for the customer and determine that there is a non-receipt situation, you should always?

Assume that the customer would like a replacement. Offer to issue the customer a replacement right away.

200

What dose UPS tracking numbers begin with 

What is 1Z

400

What Tab is used to track a package 

What is The Locate Package tab

500

When tracking and item from the Order Detail page. What do you click to get to the delivery screen?

click the red Shipped status link

1000

What do our shipping & handling fees include?

Name all 4

• Labor cost to receive, select, and package the item for shipment
• Costs of packaging and other supplies
• Internal (overhead) costs to process the order
• Fees paid to carriers who ship and deliver the item to our customers

Risk Alert

100

What happens when you  Clicking the 'Send Risk Alert' button? 

I will automatically suspends the account, removes the email address, and deactivates all credit cards; also generating a Risk Alert email for Customer Finance to review.

200

When do you use the 'Send Risk Alert' button? 

(Name all 3 reasons)

          

• Caller requesting changes to customer account data (i.e. name change, email and phone number updates or removals)
• Caller requesting that multiple items be placed on separate orders
• Returning or dormant customer ordering a high dollar item (usually electronics)
• Request for changes to a high-dollar order (ship-to address, payment method, express shipping, etc.)
• The incoming phone number (ANI) is different from the number the caller gives you to locate an account
• Unusual questions asked in a hurried or pressing manner (i.e. repeatedly asking whether the credit card cleared)

400

What are the steps to Send Risk Alert? (Name all 4)

1. Place the order and complete the call.
2. Retain the Account Number, either by NOT pressing Call Wrap Up, or by retrieving the Account Number using the Last 10 button.
3. Click Send Risk Alert in the Scripts & Tips panel. You must be in the account to see the Send Risk Alert button.
4. You will see the Send Risk Alert box. Follow the instructions in this bo

500

The 'Send Risk Alert' button should not be used for? (Name all 4)

• Associated debtor account identified
• Cost Intensive Behaviors (excessive cancellations, check orders, returns, refunds)
• Abusive Callers
• Pended Orders (formerly Under Review)

1000

What department research the account one the risk alert button is clicked?

Customer Finance will review the account to determine any potential risk. The customer is not notified of this action. If there is no risk detected, the account will be reset and made available for the customer to access online.