Show:
hhgregg
Best Buy
Doli
Sam's Club
Misc.
100
When an hhgregg customer calls in, what are the exact words you would use to pull up their order?
What is May I please have your phone number including area code and your address including zip code.
100
The greeting for Best Buy
What is "Thank you for calling Installs, an authorized Geek Squad Service Provider."
100
When scheduling an appointment in Doli, what must we offer the customer?
What is the first available date and arrival window.
100
What is the greeting for Sam's Club?
What is "Thank you for calling Installs an being a Sam's Club member. This is _______. How may I help you?"
100
Sharepoint
What is where you would search if you needed skus that aren't found in the workflow?
200
The number that you would search for an hhgregg order in Doli is it is a TECHNICIAN calling in.
What is the Doli Job Number
200
When scheduling a Best Buy Appliance order, what must you check before scheduling the order.
What is that their equipment has been delivered to their home. If not, we can't schedule until the day after it is delivered.
200
When entering a trip fee, what is the difference between "entered" and "pending approval?"
What is "Entered" is when it is requested and "Pending Approval" is once Sup. has approved. Include Supervisor's name in notation. Actually entered 2 times.
200
The payment processing system that we use to process a Sam's Club order.
What is Pay Line
200
How do you properly Connect With Caller according to Installs policy
What is Say their full name "Mr./Mrs...." at least once in the call.
300
A technician calls from the customer's home and states that it is a BIG piece of furniture that needs to be assembled instead of a TV stand. How many custom labor skus do you add to that order? Who Pays?
What is 2 custom labor skus. What is Installs pays.
300
If a Best Buy agent asks for an FMS number, what do you provide?
What is a client order ID
300
If a store (client) called you to reschedule a customer's order because the equipment is not available at the store. Who do you select as the reschedule reason?
What is Client
300
You are entering an order in the Sam's Club portal, what must you notate in the Special Delivery Instructions?
What is size and brand of mattress being delivered and size and brand to be hauled away.
300
What is the proper hold procedure that you MUST use?
What is Ask permission to be placed of hold, Refresh every 2 minutes, and Thank the caller for holding.
400
The warranty period for an hhgregg HT order
What is 2 years
400
A Best Buy Customer is referred to as the client. If they were to call and refuses 3rd party and wants to talk to Geek Squad, what steps would you take?
What is follow the workflow script, try to convince them that we are trained agents, if they insist, follow the workflow and transfer them to Central Dispatch.
400
If you need to call a store, where can you locate the store phone number, address and other important information in Doli?
What is left hand side of the page in blue, "Click" on it.
400
What is included in a Square Trade Warranty?
What is for the cost of $99.00 member receives a warranty, free delivery, basic set up and haul away.
400
The items that must be verified when a customer calls in.
What is phone number including area code and complete address including zip code.
500
The tab that you would use for an hhgregg order if a technician calls and he is at customers home and they cancel service at the door? What order do you notate on, this new order, the original order or both?
What is "Make it Right". Notate on both orders.
500
What would you do if a technician calls from on site to tell you that the customer needs additional work done besides what he has paid for and he REFUSES to pay and the cost is $150.00? What if it is $215.00?
What is use the Best Buy Make it Right tab and approve the additional sku once you have added it, make DETAILED notes on order. If over $200.00, take the request to Team Lead or Sup.
500
Is there an additional fee for recycling a FLAT screen TV?
What is NO, but we do not ask if they have a TV to be hauled away.
500
If a Sam's Club or any other Client, or customer calls and requests the technician's phone number. Do you provide? How would you handle this call?
What is NO, do not give out the technician's phone number, instead offer to call the technician or send an email for them.
500
If a technician calls you the day of a scheduled appointment and states that his truck broke down, what steps must be taken?
What is notify the customer, see if they can reschedule, if not, open an escalation so that we can get another technician to cover the job.