SCENARIOS

John Smith is calling because he wants to have a 41 inch TV serviced what would you do?

• use FMS to schedule a repair

• Reffer him to the Store

• OMA

• Autotech

Carlos Morales is calling because after he received his Refrigerator he notice that the Fridge had a dent on it and wants a new one. He purchase the fridge 2 months ago.

• POS

• FMS

• OMA

• NONE

Justin is calling because he wants his protection plan to be transferred to the next TV he purchased: it was a protection plan for 5 years, but he received a store credit equal to the value of the TV he purchased so the plan was fulfilled.

• We use POS for transfers

• We process the refund in the original order in OMA and he buys a new one with that money.

• We do not transfer anything.

Un cliente necesita cambiar su order de shipment a Pick up....la order aparece como Order Acknowledge. Puedo interceptar el paquete? El producto es una CAMARA Go Pro.

• You use OMA To Intercept the package and explain to the client what's happening.

• You cannot do anything and you explain to the client why not.

• You advise the client to go to the store and cancel the order.

En Expresslane, para pagar con pay by link, solo tengo que darle en generate link, correcto?

• You go to POS and send the link there

• You ask the client to pay in the store

• You advise the client and use PAYMENT UI

A customer is calling because he received an email saying that the status of his tablet repair was estimate pending. What system do you use.

• FMS

• Autotech

• Precint Scheduler

• NOVA

Para una customer que quiere ayuda conectando dispositivos a su red wi-fi, cual seria el sistema que usaria?

• Website

• FMS

• Express Lane

• Nova

Is there any chance that can we help a customer that is calling to transfer all the info from OLD PHONE to the NEW PHONE? And where do I do it?

• No the skus we have does not allow that

• Yes, and its in Precint Scheduler

• No, He can approach t-mobile or apple for that.

A client would like to have us do a haulaway where should we do it?

• FMS since in home

• Express lane since its a service

• Needs to schedule a in store appointment

A client is calling because his 80 " tv stopped working he only has a membership plan.

• Set up a troubleshooting sku in Express Lane

• FMS in home repair

• Nova