DL - Workflows!

What is the name of the software we use for ordering parts?

• Bates

• SAP

• Encompass

• TechSee

Do we need to log in when ordering parts?

• Yes, if we are ordering on behalf of the customer.

• Not at all

• Yes, customers only.

• Just the first time we order.

If the customer does not have proof of purchase, how do we help the customer?

• We do not help them. They should be more careful with their documents.

• We ask our supervisor.

• We ask Paolo.

• We ask for the serial number of the machine and we convert it into a reference date.

Where do we check if the customer purchased from an authorized retailer?

• C4C > KB > Authorized/Prohibited Retailer list.

• C4C > Magnifying glass > Authorized Retailer list.

• C4C > Create > Prohibited Retailer list.

• C4C > Left menu > Authorized Retailer list.

What specific units do we send to repair?

• La Specialista and Fully Automatics.

• La Specialista Arte and True Brews.

• La Specialista Maestro and Fully Automatics.

• La Specialista and Air Conditioners.

Where can we check the number of years a machine is in warranty?

• C4C

• Cockpit

• Encompass

• Salsify

How do we proceed with a defective machine under 30 days of being purchased?

• Throw it away.

• Advise the customer to look for a repair center themselves.

• Out of box procedure.

• Send it back to the store.

How many days does the customer have to return the unused unit for a full refund purchased from our e-commerce website?

• 60 days

• 30 days

• 20 days

• 10 days

What system would you use to locate the proof of purchase for a unit purchased on Ecommerce websites (DeLonghi, Braun Household)

• C4C

• Delonghi.com

• Cockpit

• Salsify

What status do we change the ticket to process the refund request?

• In-Process >Refund

• Completed

• In-Process >Completed

• Escalate >Refund