Pre Order Review

Customer tells you he needs 1 of a 1A106. What do you need to do before starting his order?

• Call Help Phone

• Follow the Verification Guidelines SW in the Toolbox

• Transfer to TPS

• Hang Up

What resource would you use if a customer wants to ship FedEx ground?

• Carrier Code index found in the Standwork Toolbox(Use F for Fedex code 22327)

• Call Fedex

• Tell them we don't use Fedex but we can mail it to them

• I don't know

You can Quote a CPA

• True

• False

If a customer wants to use their collect account, where would you go to find if it's hardcoded or needs to be entered?

• On the Accounts page on SOE under the "Carrier" section

• In Salesforce

• The Shopping Cart

• Call Help Phone

The customer says they are Tax Exempt. It is okay to NOT get a Tax Certificate if one is not on file.

• True

• False

If the customer wants to change where their order is being delivered to a different location, how do we complete this request?

• Prompt 3/5 Transfer

• Not an option

•   Type the address over the current address or select from the ship to box under the ship to section

How do you do a Readback?

• Not at all

• Start at the top > left > right > to the bottom of the page

• Right to Left

• Just the PO

According to the Product Search and Select guide, if the customer asks the following question “I’m looking to place an order for a housekeeping cart.” What questions would you ask?

• How much are you looking to spend on a cart?

• What information do you have about the cart?

• Do you have any numbers associated with the product?

• Go to the Holiday Inn where you could just take one because they have lots of them!

We check for Special Instructions on every call..

• True

• False

What are good ways to conclude a call

• Summarize the call and explain next steps

• Confirm all needs were met

• Thank the customer for calling Grainger

• All of the Above