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WorksheetsModule 4 - The Final Showdown
Total questions: 15
Worksheet time: 7mins
What is your proper greeting when answering a call?
Thank you for calling Costco.
This is (name), how can I help you?
Good morning, this is (name).
Hello, what can I help you with today?
Items that fall which of the below departments would go to T2 Furniture team?
D24
D27
D24H
D38
Select all of the T2 teams you see below.
D24
Appliance
Standard
TV's
Furniture
Orders coming from a vendor must be cancelled in...
OMS
Costco.ca
AS400
C-Hub
ECM
Orders requested to be cancelled within the first hour, can typically be cancelled in...
OMS
C-Hub
CRM
AS400
CSR
Which of these items cannot be cancelled within the first hour?
E-tickets
Tires
Gazebos
TV's
Which of these is not one of the five non negotiables while on the phone?
Wrap up the call
Provide the optimal outcome for the member
Closing statement
Greeting Statement
Using key words & phrases
You as an agent can key a quick credit for how much?
$101.00
$100.00 + tax
$100.00 before tax
$500.00 before tax
What should you do if you have a credit of $101 - $500 to issue? (select all that apply)
Submit an E-form
Issue the quick credit yourself
Post to POD
See a supervisor
Create an SDF
If a member receives both there original order and their exchange order, what type of RA would you issue to pick up one of the items?
Exchange
No Refund
Refund
Quick Credit
Can a member exchange a red chair for the exact same model, but in blue?
No
Yes
Only if it wasn't bought on sale
Can non members receive Aeroplan points?
On certain Items
Yes
No
What 3 pieces if information below does a member require to register for Aeroplan?
Aeroplan #
Membership #
Credit Card #
Phone #
Email address
When sending an SR to T2 or the Supervisor queue, you must leave the status as...
Open
Closed
Updated by member
Call Back ASAP
Which of these items would go to T2 Appliance team?
Range
TV
PS4
Dell Desktop
Dishwasher
