Show:
Account Verification
Handling Accounts
B2B Tools
Who Can Help When...
100

DAILY DOUBLE: 

Part 1: What categories do we have for the types of the callers we receive for Wayfair Professional?

Part 2: Please explain each type of B2B customer category you have listed. 

What is:

  • Account Holder: Designer/Contractor/Wayfair’s Business Customer.
  • Authorized User: Someone who has been added by the Account Holder as part of the business. Authorized Users can be found by: 
    • Clicking on the ‘Company Name’ in the CAM tool. 
    • Listed under the ‘Contacts’ section. 
  • End Client: The Designer’s Customer.
100
Can you enroll a customer in a Business Account?

What is: No. The customer can request more information by providing their email on our website through the Wayfair Professional section listed all the way at the bottom of the page, or then can be warm transferred to the B2B Enrollment team for assistance to immediately start the enrollment process. 

100

Where do you click in the CAM tool to enter the BAM tool?

What is: the Business Name. 

100

Jon is a B2B Account holder and would like to place a sale for your new order. What are your next steps?

What is: see if they are unmanaged or managed account then follow the path below.

For Unmanaged Accounts - B2B On Demand
For Managed Accounts -  The customer's BAM (Business Account Manager).

200

What type of information can you NOT discuss with the End Client?

What is:

  • Pricing

  • Payment

  • Billing

200

What are the different account statuses for B2B Accounts?

What is:

  • Active - Actively placing orders.

  • Inactive - Enrolled, but has not placed an order in 12 months.

  • Enrolled - Enrolled, but has not placed an order since their enrollment.

  • In Progress - in the process of being enrolled  in the program.

  • Dead - not a business or out of business/removed from call list.

200

What tool do you use, and how to do you get there, to verify a customer calling for a B2B order?

What is: CAM to BAM! and/or clicking Business Account button in Service Hub.

200

Amy is calling for her boss Lucy to cancel an arm chair. You check the BAM Tool and Lucy is not under the Contacts List listed as an authorize User. What are your next steps with Amy?

What is:
You can set up the cancellation request for Amy but cannot discuss financial details.

Next Steps:
What happens if Amy escalates? What do you do?

300

Who is the End Client?

What is: the customer's customer.  

300
What types of promos are available for B2B customers?

What is: Business customers are already offered discounted rates on select items on our site. Business accounts are excluded from the ability to use the SAVE coupon. 

300

Where in the BAM tool do you find Authorized Users? 

What is: Under the Contacts List.

300

Becka is a new interior designer and is curious about enrolling in the Business Account Program but needs to talk to their team. What resource can you provide them with details on the B2B Program that also provides them with next steps?

What is: Walking through the Wayfair website to show the Wayfair Professional section where they can view more info on the program and enter in their email if they would like to enroll/be contacted.

Next Steps: If Becka was ready to speak to someone today to enroll, how would you proceed?

400

Who can add Authorized Users to the Account Holder's B2B Account? 

What is: The Account Holder can "Add a Coworker" through their My Account to add a new authorized User. 
400

DAILY DOUBLE: Walk us through the steps of how to identify an order is Platinum+ and your next steps if the order is confirmed to be Platinum+.

What is:

  1. Look for the Platinum+ Banner. 
  2. Check if the account is a managed account (assigned a Business Account Manager).
  3. Check if the amount of the order is $20,000 or higher.
  4. Check the CAM tool to see if the customer has spent $20,000 or higher in the last 6 months.
  5. Contact the Platinum+ team at Ext. 8204012 for verification.  
400

Where do you identify, in Service Hub, that the customer is a B2B customer?

What is: Customer Tab -> Business Account -> and check the sections titled: Enrolled, status, and manager.

400

Fred is calling to speak to their Account Manager Chad. You have verified that Fred is a B2B Account holder and they have a managed account with Chad as their manager. Where did you verify that Fred has a managed account and what are your next steps?

What is:
1. In Service Hub in the Business Account section under manager Chad's name and extension was listed.
2. In the BAM tool under manager Chad's name and extension was listed.
3. In the Wizard View the B2B banner states there is a manager on the account and provides Chad's name and extension:

After verifying the account is managed, our next step is to transfer the customer to Skill 3 for managed accounts. 

500

Can you process a return or cancellation request for an End Client? 

What is: You may run the Cancellation and Return wizards after the caller has been fully verified but do not discuss financials if the caller is not the account hold or authorized user. 

500

Who can remove a customer from their B2B account/withdraw them from the program per their request? 

What is: the B2B On Demand Team if they are unmanaged. If it is a managed account, Skill 3 will direct to the correct team or the BAM.

500

If the Business Account button is not working in Service Hub, how can you access CAM to go to BAM?

What is: Click on the purple person icon to open CAM, then navigate to the business name. Click the business name and the Bam Tool will open.