PST Week 3 Review

What automatically populates when you're receiving a call?

• Consumer Profile

• Interaction

• Case

• Knowledge Article related to concern

The customer is calling because she left her umbrella at the store. What documentation process will you follow?

• Interaction

• Interaction to Case

• No interaction needed

True or False? Customer 8594574328 has an in-progress reward aside from the “spend a dollar earn 10 points”.

• True

• False

• Maybe

• Account can't be found

The customer called in and says, "How many Sorry Games are on the shelf?". How would you assist the customer?

• Assist customer to search for the product

• Transfer customer to the appropriate the department

• Provide the phone number of the department to the customer

How many days from the purchase date can a customer get a duplicate receipt from us if they used a check as a payment method?

• 19

• 20

• 21

• None of the above

How would you assist the customer if they left their keys at the store?

• Transfer to Store Director

• Advise to go to the Service Desk

• Transfer to Service Desk

True or False: We shouldn't create a consumer profile for the caller if they're just calling on behalf of the owner of the mPerks account.

• True

• False

• Maybe

• None of the above

The customer called in because a coupon didn't apply to their purchase. What's the category and subcategory for your case?

• mPerks > rewards

• mPerks > coupon

• mPerks > points

• mPerks > Login issues

The customer called in because one of the Meijer Team Member who assisted her was rude. What's the category and subcategory?

• In store experience > Meijer Team Member Call

• In store experience > Point of Sale Issue

• In store experience > About a Team Member

• In store experience > Store Facilities

What's the category and subcategory if the customer is having issues with the Meijer App as it hasn't been updated yet?

• meijer.com/meijer app > Login issues

• meijer.com/ meijer app > Technical issues

• meijer.com/meijer app > customer suggestion