CS Resources
Where can you find the Notebook Resource tool?
CS Resource Home Page
What button can you press to look at all of the recent items and customer accounts you have previously viewed?
The Recent Records (Clock) Button
A customer asks to ship an item to Spain. What can we tell the customer?
Zoro only ships within the US. If the customer exports the product, it will void the return/warrant policy.
According to our website, what are our hours of operation?
Monday - Friday: 6am - 9pm (CT)
Saturday: 7am - 5pm (CT)
Holiday hours may vary.
What does Q-TIP Stand for?
Quit Taking it Personally
If there is a discrepancy in the CS Resource, what form can be submitted to make corrections to it?
The Resource Update Request Form
What tab can we find if an item is available for expedited shipping?
Web Store Tab
How long are quotes valid for?
30 Days
What is an example of Dynamic Messaging?
In Stock, Out of Stock, Limited Stock
If a customer demands for a manager the moment you answer a call, what should you do first?
Ask for information on the reason and details for the escalation.
What is the name of the resource that can assist you with setting up a customer account?
NetSuite Customer Account Setup and Information
What information can we ask a customer for to verify their account? List at least 2.
First and Last Name
Company Name
Email Address*
Phone Number* (CSA does not need to ask if Five9 screen displays the number on the account; number must match)
Shipping/Billing Address*
Items on the Order
CUST#, SO#, PO#, RA#, Quote#, WB#, INV#, Case #, Cash/CC Sale#, or last 4 numbers of CC
When initiating Secure Pay, we ask out customers to disconnect from ______ for it to work.
Bluetooth Devices
How many Help Topics can be found in our FAQs section?
Eight: Returns, Payment, Shipping, Ordering, My Account, Product Information, Website, and Customer Service.
What is Empathy?
Ability to understand the thoughts and emotions of others.
What resource houses the link to the Single Use Promo Code Sheet?
Promotional Code Search, Verification, and Calendar Access
What tab can you locate the customer's Net30 terms and Tax Exempt status?
Financial Tab
When processing Expedited Shipping, what should the Shipping Carrier Drop Down be changed to?
UPS
What Tax & Business Documents can be obtained on Zoro.com by our customers?
W-9, Certificate of Insurance (COI), and Zoro Vendor Information
What is the best way to deliver bad news?
Keep response brief, and focus on what you will do to fix the problem.
What resource can be used if a customer asks about an item's expiration date?
Product Information & Availability
What tab will show the history of items that the customer has purchased previously?
Sales Tab
What verbiage should be used if a customer does not agree with our Potable Water Statement?
"I apologize, due to regulations we are not able to sell this item for potable water use. Would you like to see if I can help you find a suitable alternate?"
What two programs does Zoro participate in to give back to our local communities?
YouthBuild & Zoro Cares
What resource can help you if a customer is directly threating you?
Handling Customer Interactions and Threats