Product
What are the science of feel elements of the Align franchise?
Nulu, buttery soft, low impact activity, made for yoga, four-way stretch
A guest reached out and has not received their everywhere belt back in their 5 piece order. There is one tracking number in COM. What should you do to support?
If the guest asks you cancel, return, appease an order, have an gc inquiry, or ask about a product, what is a follow up question you should ask by the end of the interaction?
Did you need support with placing a new order?
First time right is a new metric within our dash. What is the expectation for FTR %?
80%
What are the different items in the Steady State line?
joggers, pant, crew, hoodie, full zip hoodie, half zip, 7" short, 5 " short
If a label is showing "Label Created" then FedEx has not picked up the parcel from the DC what steps should you take?
Do not set up a trace, appease and support with a new order.
What are the two questions in the closing section of the QAR rubric?
Did you leave clear and accurate notes in the appropriate system?
Did you set up the activity required to support with an appropriate resolution in D365/CSC/COM and complete the D365 case correctly?
If a guest reaches out because a store denied their return, what steps should you take?
GEC should stand by the store’s decision. Educate that we can’t override the store’s decision
What are the extended return policy dates?
Starting Mon Oct 16, guests will have until Tue Jan 23, 2024 to return or exchange their purchases made between Mon Oct 16 and Sun Dec 24, 2023.
What is the P10 focus for QAR marks?
Cancelled Order Inquiries
We’ll see higher volume along with an increase in orders on Black Friday and Cyber Monday. What are top educations to prepare for the latest markdowns and guest messaging?
Encourage guests to join lululemon Membership by making an account online or in the app. This gives them access to in-store exchanges on sale items, or the option to receive a refund to a gift card.
Along with markdowns, we’re launching new products for Black Friday and Cyber Monday!
As a reminder, don’t use discount language (a.k.a. “cheap,” “deal,” or “sale”). Instead, use “markdowns” and “special pricing.”
ABC pant is a core product in the men's line. What are the key fabric details between the warpstreme and the utilitech fabric?
Utilitech - abrasion-resistent, 4 way stretch, natural feel
A guest has a 481 error code while trying to place an order, after setting up an Omni Risk task, what team do you educate the guest will be supporting them?
the “Orders team”
You’re still dealing with the ORT, not the Orders team, but this is inside voice as the word risk may cause escalations.
What are the three questions asked in the introduction section of the QAR rubric?
Did you acknowledge the guest at the start and throughout the case?
Did you communicate in a professional manner while remaining respectful throughout the conversation?
Did you ask intentional strategic questions?
If there is a widespread tech issue (sev1) on the floor that is impacting you doing your role, what steps should you take?
check urgent updates, create a tech ticket, loop in TL, support peers and team with current impact to the floor
What is the new line added to the womens products that is made for on the move, made out of ultra-soft and lightweight, nulu fabric, tight fit and made for the MOST WUNDERful time of the year?
Wundermost
What are the four questions that are asked in the body of the interaction in the QAR rubric?
Did you value the guest's time by actively reading and/or listening while responding to them in a timely manner?
Did you offer and action an appropriate resolution for all the guest's inquiries to ensure first contact resolution?
Did you provide the guest with all the required education to aviod unnecessary follow up?
Did you offer and/or support the guest with completing a friction-free purchase?
What are the required guidelines for a price adjustments?