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WorksheetsPKT July 2019
Total questions: 20
Worksheet time: 12mins
Which of the below is the right Queue to assign Fraud related cases?
Risk Management
Global Risk Management
Risk Mgmt Avarto
When a customer says they want to purchase in bulk, who do you email it to?
Marketing
Bulk Order person in charge
Rachel
Suneeta
What is the name of this new EQT model?
EQT Gazelle
EQT Support 91/18
EQT SUPPORT MID ADV PRIMEKNIT SHOES
Which sport are the Hardwired Pack for?
Basketball
Football
Volleyball
Baseball
If a customer inquiries on " WHY ISN'T MY VOUCHER WORKING?", what should be your response to customer?
Advise customer we will reissue a new voucher
Online shop vouchers are only valid for use on products that are part of a promotion or campaign, so check whether the relevant promotion is still running. Also, vouchers are not valid in combination with other promotions, and retail store vouchers can't be used in the online shop, also to ensure that customer is logged in to the account when checking out.
Click the Checkout button at the top of the page to go to your shopping bag. Under the order summary click "Enter promo code" then type your voucher code into the box and click 'Apply'
Can customers track their own orders online?
No they cannot do so, they need to contact us for further assistance
Yes they can track their orders online, by clicking on the order status button on the website
Can we deliver goods overseas?
Yes we can, customer can key in the address upon checkout
No we cannot, we can only deliver within the country
What is the first step an agent needs to do when they receive a call/chat/email from customer claiming they have received a defective product?
Apologise to the customer and say we will send a replacement asap
Apologise to the customer and ask the customer for a photo of the defect first.
How many coaching forms will be issued before HR intervention?
2
3
4
5
What are the articles (UB19) that can be returned under any condition?
G27453, G53311, EF1421, G23275 and G54145
G27483, G54011, EF1341, G27509 and G54010
What is the SLA for Facebook Messages?
30 minutes
45 minutes
60 minutes
What is the SLA for email?
2 business days
3 business days
1 business day
What is your call AHT Target( as per the new KRA Suneeta sent)
400 secs
380 secs
480 secs
200 secs
is JBCC an adidas retail store?
No, it is a franchise store now
Yes, it is an adidas retail store
Can you return online store orders @adidas Franchise Outlets?
No
Yes
Can your delivery address be different from your billing address?
Yes it is possible
No, it has to be the same address
What should you advise customers if the size they are looking for is out of stock on our online store?
ask them to subcribe to our newsletter
to click on the unavailable size, and click on notify me when stock is available by keying in email address
Tell them we cannot help
ask them to check in retails store as we cannot help at all
If an order was made online for a UB19 shoes(performance shoes), can the customer return the shoes at an adidas original outlet?
No, it has to be returned at the adidas performance store
yes it can be returned at any adidas store as the order was made online.
HOW LONG WILL MY RESERVATION BE HELD FOR ME AT THE STORE for click and collect orders?
5 days
5 business days
7 days
3 days
If a customer placed an order for Click and Collect, can they request to change delivery address to a residential address?
Yes possible, but approval is needed by Qi Cai/Melissa, not able to make any promises to customer. Only for exceptional cases
No, not possible at all.
