ServeCo
Name 3 things the ServeCo fabric protection covers.
-Food & Beverage Normally Consumed By Humans
-Puncture, Cut, Tear or Rip from a specific incident
-Human & Pet Bodily Fluids
-Cigarette Burn
-Pen Ink
-Highlighter & Crayon
-Shoe Polish
-Grass
-Grease
-Iodine
Your ringing out a customer for tons of accessories and one frame isn’t in our inventory. Who do you email to add into our inventory?
Retail inventory control
Customer calls for an update on her recliner and RMS reads “Available for delivery 1-29-25”. Can we schedule the delivery?
No, we can only schedule a delivery if it’s in the RDC.
The fabric kits have come and we have verified the amount in the boxes matches up to the quantities on the PO. How do we receive the PO in RMS?
Inventory>Enter Items Received>PO #> Search>Location S252A># Kits>Save
What’s the deposit amount when using Synchrony for an in-stock vs custom item?
In-stock: 30%
Custom: 50%
Name 3 things the ServeCo Leather Protection covers.
-Food & Beverage Normally Consumed By Humans
-Puncture, Cut, Tear or Rip from a specific incident
-Human & Pet Bodily Fluids
-Cigarette Burn
-Pen Ink
-Highlighter & Crayon
-Shoe Polish
-Grass
-Grease
-Iodine
-Newspaper Ink
-Blue Jean Dye Transfer
Customer calls store stating wanting an update on her Kafe table. RMS reflects it being shipped a month ago. Who do we need to reach out to for an update?
Retail purchasing
Customer is buying a sofa from us and would like to know if they will move her existing sofa from upstairs to her basement downstairs. What expectations do we give the customer?
We would let the customer know the delivery team can only move piece for piece (same size) as long its on the same story so unfortunately we wouldn’t be able to fulfill this request unless it remains upstairs.
Your customer just bought a recliner and would like to order armcovers and a headrest cover for his new Pinnacle recliner. How do we order a set of 3 armcovers in fabric D160662?
1. Group Style Grade Pattern Color
088 AC3 D 1606 62
2. Create Custom Order>Submit
What’s the username and password to the Synchrony login?
Username : LZB252
Password: Temecual0252.
Name 3 things the Serveco wood protection covers.
-Food & Beverage Normally Consumed By Humans
-Scratches, Gouges & Chips caused by a Specific Incident
-Human & Pet Bodily Fluids
-Water Rings
-Chip, scratch, loss of silvering or breaking of glass mirrors
-Warping, lifting, bubbling of veneers from food or beverage
-Failure of integral electrical components in wall units of cabinets
-Burn or heat mark caused by a cigarette or hot plate
Customer bought a Morrison recliner 28 days ago and found the same recliner on Wayfair for $100 less. They would like us to price match. How do we proceed and tell the customer?
We would let the customer know that we do price match within 30 days of purchase, as long as it’s apples for apples and if the company delivers to the area. We would verify on the Wayfair website that it’s apples for apples on what they bought and they deliver. As long as everything checks out we can update the price on RMS and refund the customer.
Customer calls stating that the delivery team is in their home and the recliner they ordered has a rip on the back. What should we advise the customer to do?
We should let the customer know to not accept the delivery and we will send an email to the warehouse for an update on the repair needed. If customer could send us photos of the rip it would be helpful to forward over as well.
A customer bought a clearance table off the floor and would like to take it with them today. They have already signed off the pick up log. How do we complete the pick-up in RMS?
1. Schedule the delivery
Schedule delivery/Customer Pickup>Delete Zipcode>RDC 252> Search> Select first date>Save
2. Finalize Pickup
Back Office>Finalize Pickup>Profit Center 252> Search>Delivery Date> Click Box>Save
What’s the key difference when a customer finances for 12 months vs 24 months ?
Anytime a customer finances over 12 months, Synchrony will charge a one time 2% fee for amount being financed.
Name 3 reasons why ServeCo would deny a claim.
-Does not know how it happened
-Does not know when it happened
-Reported passed 30 days
-Not a stain that’s covered
-Passed 5 years
-not an accident
Customer gets delivery of a Surya rug 3 days ago and states it has a really bad smell coming from it. What would we do next?
Let customer know we need photos and we can submit a RLA claim form to the vendor.
Customer calls in wanting an update on her order. We let her know that her recliner is in and ready for delivery but the sofa still has about 3 weeks. She would like to get the recliner delivered and just wait on the sofa. She only has 50% down on the ticket, what do we need to tell the customer is needed for this to happen and what steps do we take to set it up?
She needs to have down the full amount of the recliner and 50% of the remaining sofa on the ticket plus tax or she can just pay in full. If she decides to only put down whats necessary we need to grab MOD to double check math and email John to set up the delivery.
We want to fill out the Store Performance Log on teams for the sales of the week for the whole store. Where do we find these individual numbers?
Sales Rep History Reports Menu>Sales Ticket Summary by Rep>Rep (empty)>Dates from beginning of week to the end date> Select Profitcenter 252>Run Report
A customer calls stating they received a text stating all their furniture is in and ready for delivery and they would like to use their existing Synchrony account for the remaining balance. We check their ticket on RMS and it’s not reflecting Synchrony applied. What do we tell the customer?
If they would like to use their Synchrony account they would have to come into the store to sign the terms for how much they are financing for then we can set up the delivery from there.
Name the 5 words that define what’s covered through ServeCo.
Unintent
Unique
Relatable
Recent
Omg Moment
Customer comes in and they want to change their order on the second day. We cancel the items on the ticket first. We try to add what they want now and it’s not letting us. What happened and explain how to fix it?
We always want to add before we cancel anything on a ticket, if there’s nothing remaining on a ticket then the ticket closes out. We need to do a dollar transfer to complete the order.
1. Create a new cart for the customer with the EXACT same personal information as the original ticket you are looking to transfer money from.
2.Once you get to the payment screen, make a cash payment of $0.01. This will create a new sales ticket. You will need to enter login credentials as this will be less than the minimum down payment RMS requires. Refund the $0.01 on the ticket.
3.Now that new sales ticket is created, write down the new ticket number. Go to Find Sales ticket under POS and find the OLD sales ticket that you would like to transfer money from.
4.Click payment>method of payment choose dollar transfer>click on new sales ticket number from the drop down>transfer the full amount needed
Name 4 things the delivery team can’t do upon delivery.
1.Force the product into a location or hoist an item.
2.Trim rug pads to fit the size of the rug.
3. Hang items onto walls or install electronics.
4.Remove doors, light fixtures or furniture that is not replaced by a product in this delivery.
5. Haul away old furniture.
6. Move piece for piece on different floors.
A customer is returning an accessory they bought yesterday. We returned it on RMS and now we are trying the refund the amount but the blue refund button isn’t going popping up in payments. What happened and how do we fix it?
We need to return the accessory back into our inventory because right now it’s stating that the customer still has possession of it.
Inventory>Enter Returned Items>Profitcenter 252> Sales Ticket #>Search> Date Returned (today)> New Location (S252A) >Priority Fill (out of box)>Save
Walk me through the process of using Synchrony (customer doesn’t have an existing account) after the customer has agreed with the quote.
1. Sign into Business Synchrony
2. New Application> can complete on IPad or send to customers device > Next
3.Have customer fill out application verify ID & second form of ID
4.Print off terms and have customer double check information before signing, if any errors change and reprint off application (page 2), submit application
5. Print off approval page that has account number & authorization amount if approved> if pending call Synchrony to proceed with customer present will likely need to talk to customer> if denied explain to customer Synchrony will sent then a written explanation on why they can’t approve them within 7-10 days
6. Collect proper down payment > submit transaction>enter amount financing with code used for the months financing for> Submit & print both copies
7. Enter into RMS> authorized payment> select finance plan> account # X2 > authorization code X2 > amount financing > Submit