Walmart Voice Test #3

If a customer purchases an item that needs freight delivery, in what time frame should they contact the customer to schedule a delivery appointment?

• 5-7 Business Days

• 48 Hours

• 5 Days

• 3 days

What happens if a Pickup order is cancelled?

• Order is cancelled. Customer cannot place another order

• Order will be cancelled and refunded

• Order will go into processing status until the item is available

• The customer will need to call Walmart.com for further information

What do we mean by “Was The Customer Wronged”?

• We couldn’t solve the problem and had to escalate to another department.

• We didn’t deliver our promise to the customer.

• We didn’t cover each step of SMILES

• We didn’t “WOW” the customer

If you identify that an order is Lost In Transit, and there's no scans in the last 48 hours, what is the best resolution?

• Transfer to CRT

• Replace or Refund

• Place a new order & recharge the customer

• Ask the customer to wait 48 hrs

If a Marketplace shipment is Lost In Transit, what action should you check for?

• REFUND if the option is available, if NOT, Seller Contact Process.

• If the sellers contact info is available

• If the customer used a Visa for purchase

• If specific next steps are noted in CCA

What are the steps to contact a seller?

• Send email/SCP through CCA

  Allow 48hrs for MP seller to respond

• Attempt to call (limit 4 minutes)

  Send email through Outlook

  Allow 72hrs for MP seller to respond

• Provide the customer the seller’s number

  Cold transfer the customer to the seller

  Document the attempt to resolve

What is the standard return policy for most items?

• 120 Days

• 14 Days

• 90 Days

• 30 Days

Why do we tell customers that we can Attempt to Cancel an order? ​

• This will temporarily put them at ease

• We never tell a customer this. ​

• We’re safe in case we do it wrong.​

• Order may be too far in the process to confirm a cancellation. ​

How long do we allow Marketplace sellers to contact the customer for an issue?

• 48 Hours

• 24 hours

• 12 hours

• 36 hours

Which of the following, are Walmart’s Contact Principles?

• Make the Customer Happy Make Customer’s the Priority Own all Issues Appreciate the Customer

• Be Passionate Be Kind Share Optimism Resolve Every Issue

• Be Happy Own It Reduce the Effort Resolve It