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WorksheetsFinal
Total questions: 15
Worksheet time: 8mins
How long does Platinum and Diamond Members maintain their status?
The end of the following month
For two years
The end of the quarter
They will maintain their status through the end of the next calendar year
What is a processing error?
Guest received their order
Guests’ order cannot be properly verified with our payment processing verification system
The guest made an error at the time of checkout
Short shipped
What offer typically occurs every Wednesday from 10 Am- 2 PM CT online only.
Hot buy
Bogo
Beauty break
20% off
Order modification is when a Guest has called Guest Services and indicated that they would like to cancel their order.
True, the agent would modify the order for the guest not to receive it.
False, order cancellation and this would occur as long as the order has not been waved for picking in the warehouse, the order should be able to be cancelled.
Order modification is when a Guest has called Guest Services and indicated that they forgot to add a coupon to their order.
True, we can only modify adding a coupon to the order
False, order cancellation is when the guest forgot to add their coupon
How does a guest return or exchange their BOPIS order?
Ship it back to the warehouse
Buy a new one
At any Ulta beauty store
At Sephora
What is the Guest Services process for BOPIS orders that are damaged?
Agent should refer back to the store
Issue a coupon for appeasement
Reship the damaged item
Issue a check for the amount of the damaged item
A critical error is inaccuracies that do not cause an entire transaction to be defective.
True, critical errors may include professionalism, soft skills and some data input errors
False, this is non critical error because it can be coached and does not result in unnecessary expense
A critical error is inaccuracies that cause an entire transaction to be deemed defective.
True, these are errors that will cause the customer to contact the provider again or result in unnecessary expense for the Customer, Provider or Client.
False, this error can be coached and does not result in unnecessary expenses.
What is an Ultamate Rewards Credit Card?
A gift card
A credit card that can be used on ulta.com, in store or anywhere Mastercard is accepted
A credit card used for purchases on Ulta.com as well as in Ulta Stores
What is an Ultamate Rewards Mastercard?
A credit card used for purchases on Ulta.com as well as in Ulta Stores
An electronic gift card issued by guest services
A credit card that can be used on ulta.com, in store or anywhere Mastercard is accepted
What is a reference number as it pertains to RightNow?
Order number
The ID # for all agents`
The incident # created for a contact
Event Code
Which type is the most common and the most destructive?
Postitve
Happiness
Neutral
Indifferent
When can a gift card be redeemed and reissued?
Guest does not want a gift card
If a gift card is purchased in store
If a guest lost the card and we are replacing it with an eGC
What is the maximum points adjustment agents can provide to a guest?
500
50
5000
5
