Generic
What is the corporate mailing address?
2635 East Millbrook Road,
Raleigh, North Carolina 27604
Name the five "gears" that New Hires go through in training.
-Park
-Reverse
-Neutral
-Low
-Drive
What is CTI?
Our phone widget that allows all calls to come through and populate in SalesForce.
The customer received an unexpected error message after placing an online order. The order comes up as pending in CVCC, but they received an email from PayPal showing that they placed an order. Which Macro would you use?
Ecomm::PayPal Void
Name the three tiers.
1.) Club
2.) VIP
3.) Elite
Is free battery installation offered for all vehicle makes and models?
No
(10 Points: Can you tell me why?)
What are out three values?
1.) Inspire
2.) Serve
3.) Grow
What is Salesforce?
Out ticketing system for calls and cases?
The customer input the incorrect address on their STH order that is coming from FDO. Which macro do you use?
Ecomm: Ticket to FDO
What are the minimum amounts you have to spend to reach each tier?
1.) Club- $0
2.) VIP- $200
3.) Elite- $500
What is the order cut off time for shipping?
2 PM
1.) Empower
2.) Care
3.) Deliver
4.) Innovate
5.) Accelerate
What are two reasons that we would use AS400?
1.) To be able to price match for a customer
2.) To check the inventory in our DC's
The customer sees a charge on their account, but they have never shopped with Advance Auto Part. Which macro would you use?
Ecomm::Escalate to Ecomm Fraud
Will a Customer's tier status update as soon as a purchase is made?
No.
(10 bonus points: How long can it take)
What tab in Salesforce would you use to view notes from previous agents?
Feed
What are our six Cultural Beliefs?
1.) Champion Enclusion
2.) Move Foward
3.) Grow Talent
4.) Take Action
5.) Be Accountable
6.) Speak Up
What is the best tool to use in Crossview?
Find Order/ Find Customer
We placed an online order for the incorrect part twice. For compensation, I issued the CX a CSAT GC. Which macro would you use?
Gift Card Request
How long does it take for a Speed Perk Coupon to show up on the customer's account?
Up to 72 hours
What four options does a customer have to contact us?
1.) Text us
2.) Submit a new request (webform)
3.) Chat online
4.) Call us
How long is our return policy?
45 Days
Name the four things you need to have open before you go into "Ready" for the day.
1.) Soft Phone
2.) Finesse
3.) Crossview
4.) Salesforce
(10 bonus points: Can you name two things that you can have open to make your shift easier?)
This customer is calling in on behalf of their church because they have tax exempt forms. What macro would you use?
Ecomm::Tax Exempt Cus?tomer
True Or False: Every purchase counts.
True