Row 1
Name the one fulfilment type which charges the customer a minimum delivery fee and how much is the standard delivery fee
BODFS $35.00
Name the Order status that does not allow us to cancel a BODFS order
Out for delivery
What are the two questions we need to ask ourselves when done with a call
was it easy ?
did the customer issue get resolved
If no supervisor/SME/ trainer is available to take the call how do we take care of the customer
Escalate to Resolutions chat
How many times are we allowed to rerun the card before moving to the next payment method or option
2 times
What happens if the customer misses the delivery for BODFS and it needs a signature
The item will be returned to the store and we will attempt to deliver the following business day
What options do we have for backordered item
cancel and find compatible item
wait for the item to be delivered
Name the process we would need to follow should we the customer request to speak to a supervisor
de-escalate 3 times
The customer is calling because they have received an order DFC however they have started the installation however identified missing items from the order and would like to get this taken care of though they do not want to return , they do not want to get a markdown they looking for the item. how do we take care of the customer
place a new order and mark it down to a penny
If the customer calls in for a ship to home order and the ETA is 09.02.2026 customer is calling in on 11.02.2026 however they are calling for a status update when you look at the tracking its delayed how would you take care of the customer
add 5 more working days from the 10.02.2026
Name the three cases where we would need to partner up with the store
Change truck type
for store special orders
Requesting for a JOBSITE pick up
How far out can we reschedule the pick up for customer, what information is needed and which system can we work on
7 days
Order up
Valid ID/ Confirmation
The customer has advised that their order is showing delivered and have not received the BODFS order what solution can we give the customer and which system would we work on
Never delivered
Order Up
Name the Order management system we would use to help work BODFS and BOPIS orders
Order Up
Where do Store special orders come from and how do customers make this purchase
They are purchased from the store directly with the manufacture
If your customers order is on a shipped status and the customer calls to cancel the order and it is a BOSS order would we be able to cancel the order
Yes,
Name the delivery time frame contributors which could contribute to a customer order being delayed
Weight & Size
Location
Inventory
Weather
If a customer has 4 line items each having a qty of 1 per line item. the customer has one authorization charge, how many billing statuses will the customer see
4 billing success
Name the fulfilment type that allows the customer to place the order before 2pm and get it picked up on the same day
BOPIS
Name the system we would use to help the customer with apply a BOSS markdown and initiate change of pick up person
HOME for the markdown
Order Up for the Pick up person change
Name the BODFS delivery company that we would work with when assisting the customer with making the delivery
Roddie
Doordash
Spark
Uber( optional )
Name the system we would use when working on a return for a BODFS order and provide the returns options which are available
Order Up
Instore return
Jobsite pick up
If the customer is calling in regarding a BOSS order which was delivered damaged to the store and looking to get assistance with the damaged order how would we take care of that customer
BOSS Reorder
The customer calls to advise that they have a BODFS order which they would like to get picked up instead how would we go about taking care of the customer and what system would we use
Check to see if the change fulfilment is available on order up
Name the pick up options for a BOPIS order
Customer service Desk
Pro Service Desk
Curbside Pick up
Locker Pick up