What would you do?

You are calling a customer to complete a hotzone survey, the customer is in a rush and doesnt have time to sit on phone. What should you do?

• Hang up and try again later

• Skip key information to speed up process

• Arrange a better time to call back

• Book in the delivery and hope for the best

Answer explanation

We should never skip key information or questions when booking in an order, by doing this we are setting a delivery up to potentially fail which could lead to the appliance being damaged going back and forthand not providing the right information to our customers which could lead to escalations.

Always offer to call back at another time when the customer is home and available

When will customers who have "standard" orders receive their delivery ETA & Tracking link?

• The evening before delivery

• The delivery driver will call to advise when they are leaving depot

• The morning of delivery

• This is dependant on the customers mobile service provider

Answer explanation

for all customers who have placed an order that DOESNT require a premium installation text messages and links to the delivery tracking app will be received the morning of delivery, in addition to this the delivery driver will call when on route to them.

It is only Keter and Premium orders that are notified the evening before delivery

When booking in a customers order that is already on 2 contact attempts, what additional action should be completed before exiting the order?

• Add any services the customer wants onto the order

• Change contact status on Geac to "booked"

• Add a timeslot for the customer so they dont have to wait in

• Nothing

A customer calls to rebook their delivery following an access issue due to stairs. What additional steps are required so we can ensure we have done everything to prevent a further failed delivery attempt?

• Rebook it - the routers will brief the depot

• Add information about the steps to the internal notes for when the crew call in

• Email client mailbox to request depot reviews photos and recommends a crew

• Put it on the routers log to assign a different crew

When adding a gas disconnection to a customers delivery of an electric cooker, what has to be entered on the order amend screen to ensure the correctly trained gas engineer is assigned to the delivery?

• a smile and "please"

• Fuel type "gas"

• Nothing if its not on the order we dont amend it without the clients authorisation

Answer explanation

always remember to add the fuel type in the end box otherwise this will not allocate to a gas trained engineer

option 22 > enter JBA > press enter again to get onto second screen > item = gas disconnect > fuel = gas

You are completing a hot zone survey, the customer confirms there is wallpaper in the hotzone & confirm they will remove before we install. What should you do next?

• Book in the order for the customer & add information to external notes

• advise the customer to call back once the issues have been resolved

• proceed with the order & hope for the best

• call an installations manager to let them brief the engineer of additional work to be completed at the property

While completing a TBA booking your HooverCandy customer advises they have a faulty appliance to be taken away, what should you do next?

• Add a scrap to the customers order as a good will gesture

• sympathise that their appliance has broken down

• check whether they have an exchange order & date in line with the delivery

• nothing, if its not on their order we dont make any amendments

You are rebooking a delivery for a customer, which of the following locations prefixes cannot be rebooked from?

• HA

• MD

• LD

• HD

A Smeg customer has missed their delivery today for the second time& is wanting to rebook it, what should you do?

• Send an email to the smeg mailbox and ask them to reschedule in line with the pick dates

• Rebook the order following the 1 + 4 rule

• Direct the customer back to Smeg to authorise another delivery attempt

An Argos customer calls to advise the contact number on their order is incorrect, what should you do?

• Direct them back to Argos to request these details are changed

• Add the information to internal notes and email the Argos mailbox to advise

• Amend the telephone number

• Tell a team leader