Quality

Knowledge

Need To Knows

Acronyms

MISC.

100

Knowledge article that will help follow Quality Guidelines?

What is IST- SMART Quality Guidelines and Expectations

100

Coordinators should start on this knowledge article for all calls

What is IST Overview and Resources

100

Homes built before 1978 require this test to be done

What is Lead Assessment Test

100

VOC

Voice Of Customer

100

Lowe's Quarter 3 2024 ends on this day

What is November 1st 2024

200

PSP's must say this phrase when contacting customers, installers, and vendors?

What is Disclaimer "This call may be recorded for quality and training purposes.

200

Coordinators can approve up to this dollar amount in compensation and labor

What is $103

200

Some flooring material requires this in order to be installed properly and prevent installation issues.

What is Acclimation

200

COC

Certificate of Completion

200

The President CEO of Lowes is

Who is Marvin Ellison Jr.

300

Name all 5 things PSPs can choose to confirm from before providing job information and list those 5 things

What are Name on record, phone number, job/WO number, email address, and address

300

DAILY DOUBLE!!!!!!!

Project labor categories consist of interior and exterior what are the product types listed for both?

(all of them named off)

What is Building Materials, Millwork, Cabinets, and Countertops.

300

mold, mildew, rot, asbestos or infestation are all under which section of the contract?

What is Undisclosed Condition. (Number 8 on the contract)

300

FPM

What is Field Provider Manager

300

The name of the survey we should all take in order to tell Lowe's Executive's how great Blain is as an ISM

What is BEST Survey?

400

The 5 Overall Topic's PSPs are graded on for quality?

What is Maintain Lowe's Image, Listen & Respond, Ownership, Follow Up/Set Expectations, and Documentation/Compliance.

400

GL Code 892000, Installer Issues, does this when a labor amount is entered on a work order or PR

What is takes money or vendor debit (expense recovery)

400

On customer contracts what part outlines that it is the customers duty to mark utility and property lines?

What is "Customer Responsibilities"

400

MJA

Multiple Job Awareness

400

Lowe's Mission Statement is

What is Together, deliver the right home improvement products, with the best service and value, across every channel and community we serve.”

500

Immediate Need behaviors to avoid on every interaction?

What are

Demonstrating blatantly rude behavior or profanity
Not following Payment Card Industry (PCI) or PII requirements
Not providing Advance Disclosure Request (ADR) compliance disclaimer
Not providing call recording disclaimer
Not providing an update to customer any time a work item is handled
Failure to call customer back if call unexpectedly disconnects
Were compliance components incomplete/missed?

500

What knowledge article helps us know which activities are First Priority and what is on that list in order?

What are Call 2 activities, DD confirmed, Support Requests, Project Tasks, Follow-Up tasks, IMS emails, Review Permit, and Change of installer.

500

You create a work order when making a call 3 to a customer where should documentation be notated?

What is within created work order and original job?

500

STSM

What is Services Territory Sales Manager

500

Lowes Core Behaviors are

what is Focus on customers, deliver results, take action, show courage, and continue learning