WISMO Quiz

What is the first thing we should do while thanking the customer for calling and introducing ourselves? (not only for WISMO but for every contact)

• Ask "who am I speaking with"?

• Search for customer's order/account with phone number or email (if available)

• Let the customer speak and thell you a story

• Get the customer to tell me the order number

When the order is in Scheduled status, what are the series of events that follow? Choose the right path...

• 1. 1. Get the money

  2. 2. Shipp the item

  3. 3. Deliver the item

• 1. 1. Asking the customer if they are alright

  2. 2. Checking with the customer how would they like to get the order

  3. 3. Give order information to Fedex for delivery

  4. 4. Playing games

• 1. 1. Released

  2. 2. Shipped

  3. 3. Delivered

• 1. Full $ Authorization

  2. 2. Released, ready for shipping at the warehouse

  3. 3. Full $ Charge

  4. 4. Shipped, with tracking number available

  5. 5. Order delivered

If an order has shipped, what would be our steps to follow?

• 1. 1. Place the customer on hold

  2. 2. Try to get information from Google to track order

  3. 3. Provide our findings

• 1. 1. Wait for the customer to let you know they have the tracking

  2. 2. Ask the customer for the tracking information

  3. 3. Track it

• 1. 1. Check shipping date

  2. 2. Track the order on the official carrier website

  3. 3. Inform about estimated/scheduled delivery date

What is the normal shipping timeframe for an order the customer selected "Ship to home" before check-out?

• 1-3 business days.

• 1-3 business days after the order ships out.

• 5-7 business days.

• 7-10 business days.

An order is considered LIT when...

• ...the package is lost in transit.

• ...we really don't know what happened with the order.

• ...shipping timeframe has passed, +1 week, and there are no updates on the tracking information.

• ...something that was supposed to be delivered is not.

An order is considered DNR when...

• ...we are not able to see what happened to the package and customer has not received it.

• ...Fedex delivers the package and customer does not have, or, USPS delivers the package and after a week the customer has not received it still.

• ...the tracking information says delivered but the customer does not have the package.

• ...after marked as delivered the customer went to the store to return the item.

If an order is considered DNR/LIT and it's under $35, what should be our next step?

• No steps taken, nothing we can do.

• Call the store nearest to the customer's location, to find out if they can refund or replace the item.

• Get the customer to go to the store, and contact us once there so we can create the Return after the item has been returned at the store.

• Process Return in Sterling

Order shows as returned to sender, we can process a refund/replacement for the customer selecting "Customer can Keep", and Return Reason "Customer doesn't want".

• True

• False

The tool we use to track SDD orders

• FedEx Tracking

• iTrac

• Google

• Delivery Solutions

The shipping timeframe for SDD order

• Delivered on the same day

• 24 hours from the time it was placed

• Depends on the store, but up to 48 hours

• A couple of hours after the order was placed