Breville SOP Up Training

Toni-Ann is trying to create an account for a customer, however, she got the notification that there is already an existing account. What should be her next step?

• Still, save the account as this is a new issue

• Trying creating the account once more

• Make a note and offer the customer a callback

• Collect all relevant info, make note of the issue and reach out to support

Customer: I purchased this juicer a year ago. Select all that apply

What is the customer's warranty timeframe regardless?

• 18 months

• 1 year and 6 months

• 1 1/2 yrs.

Cindy purchased a BDC450 on 2/26/21 and now reports that the unit is overheating. What would be the warranty option for her using today's date? Please explain why you choose this option.

Mr. Reyes has a BFP660SIL purchased 10/16/10 and called today saying that the unit will no longer turn on. What warranty option would you offer? Why?

Case # R101236147 indicated that the blender is OOW, customer is upset and requested a supervisor due to the fact that the website indicates 5 years motor warranty and the previous representative provided her with the regular paid repairs option. What is your understanding of 5 years motor warranty and how would you de-escalate this call?

What are the options available for a customer who is OOW?

• Free Repairs

• 40% toward a new purchase

• 25% toward a new purchase

• Repairs at a cost

Once the defective unit is (a)   , then the replacement order will begin to process and will be shipped to the customer within 7-10 business days.

How long does the unit take to be repaired once reaches the warehouse?

• 3 - 4 business hrs.

• 7-10 business days, 3 - 4 business days

• 10 -14 business days, 3 - 4 business days

• 3 - 4 business days

What should your notes include? Select all that apply

• The resolution

• Troubleshooting steps

• The customer's reason for calling

• What was done to resolve the issue

What is another name for case #?

• Packaging slip

• UPS #

• Work Order #

• RMA #