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WorksheetsAftersales Upskill Pre training assessment
Total questions: 126
Worksheet time: 2hrs 6mins
Is the following one of our Terms and Conditions?
“Failure to re-book your fitting appointment. If we have not heard from you within three months of your failed fitting appointment, we reserve our right to sell the bespoke products ordered in an attempt to regain our profit. You will not receive a refund.”
Yes
No
Is the following one of our Terms and Conditions?
“Samples. Please be aware when considering your order, samples should only be used as a guide to the colour, so an exact match to the samples or descriptions cannot be guaranteed. You won't be able to reject the products, nor claim compensation for minor variations between the sample or description of the products.”
Yes
No
Is the following one of our Terms and Conditions?
“After accepting your order in line with section 2.5 above, you will have fourteen days from the date of your acceptance to make payment. If you don't pay within the fourteen day period, we may need to send you a new estimate . If you require changes to your estimate the provisions of section 2.4 apply. Once we have received payment of the estimate amount a contract will be made between you and us”
Yes
No
Is the following one of our Terms and Conditions?
“For simple changes to your estimate, such as changing the colour, or adding or removing our additional services, please click on the relevant email link jl.flooring.changes@johnlewis.co.uk or jl.windows.changes@johnlewis.co.uk and follow the necessary instructions. Alternatively, you can call our Home Services Customer Care team on [0345 608 0850] quoting your reference number”
Yes
No
Is the following one of our Terms and Conditions?
“If the product is being delivered direct to you from a supplier, for instance in the case of larger products such as electrical appliances and furniture, you may be charged at any point between confirmation of your order and despatch. The exact timing of this will vary according to supplier and the product you're ordering”
Yes
No
Is the following one of our Terms and Conditions?
“Curtains can take time to relax in their new environment, and this may reduce any initial creasing that may be of concern. Some natural fabrics may
contract and stretch. Please allow fourteen days for the curtains to settle before you contact us to make any necessary alterations or carry out remedial work.”
Yes
No
Is the following one of our Terms and Conditions?
“Building work; please advise if you're planning any building or redecoration work on the area, we can work with your builder to confirm sizes to avoid a delay in your product delivery. Window sills, skirting boards and flooring details can be provided on official blueprint or builders CAD drawings.”
Yes
No
Is the following one of our Terms and Conditions?
“Services involving fitting for floor coverings, curtains or blinds are only available when you’ve recently purchased new products. We will not install previously used products as part of our fitting services.”
Yes
No
Is the following one of our Terms and Conditions?
“Before your appointment. Before your fitting appointment we will contact you to give you a morning or afternoon slot for the time our fitters will arrive on the day of your fitting appointment.”
Yes
No
Is the following one of our Terms and Conditions?
“ON THE DAY OF YOUR FITTING APPOINTMENT
We will wait fifteen minutes. If we arrive and you aren't home, we will wait for up to fifteen minutes. If you aren't at your property within the fifteen minutes this will result in your fitting appointment being cancelled.”
Yes
No
Is the following one of our Terms and Conditions?
“Minor changes to the products. We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and/or
(b) to implement minor technical adjustments and improvements.
These changes will not affect your use of the products and we'll notify you of any changes in writing”
Yes
No
What is the role of an Aftersales Administrator?
To Protect the Brand whilst Protecting the Business
To Protect our Profits
To Protect the Brand at all Costs
To Give our Customers Goodwill
Which of the following are resources available to you in your role?
Home Services Hub
Other Partners
Retail Support Site
Suppliers
Where are the Scheduling Team Based?
Didsbury
The Field
Customer Delivery Hubs
Shopfloor
Where are the Close Case and Finance Team Based?
Didsbury
The Field
Customer Delivery Hubs
Shopfloor
Where are the Estimators and Fitters Based?
Didsbury
Shopfloor
The Field
Customer Delivery Hubs
When were the Home Services specific Terms and Conditions introduced?
July 2017
July 2019
September 2018
January 2019
What does CSS stand for?
Customer Service System
Customer Selling System
Customer Singing System
Client Selling System
The stock we sell is split into which categories?
Assortment Lines
Non Assortment Lines
Customer Specific Products
Non Customer Specific Products
Which products are part of John Lewis & Partners' assortment lines?
Which products are part of John Lewis & Partners' non-assortment lines?
Which CDH should you never allocate sales to on CSS?
Ancillary CDH
Stanley Green
South Central
Lister Street
How can you search for a customer's order on CSS?
Customer Name and Post Code
EDI / Supplier Order Number
Email Address
Customer Requirement Number
What is a John Lewis product code made up of?
First 3 digits - Dissection number, Last 5 digits - Stock number
First 2 digits - Dissection number, Last 6 digits - Stock number
First 4 digits - Dissection number, Last 4 digits - Stock number
First 5 digits - Dissection number, Last 3 digits - Stock number
What is not an example of a category header?
67499999
65299999
67450102
67411904
When does auto-assigning of a product happen?
Once CSS concludes the stock is either in one of our stock locations or has arrived with the Customer
Once CSS concludes the stock has been paid for
Once CSS concludes the Supplier Order has been created
Immediately
What is the difference between an Active and an Archived CR?
Whether or not the CR has reached its completed status
It is more than 3 weeks old
Whether or not the CR has been paid for
Whether or not the Supplier Order has been created
What are Special Orders?
“Special Orders” are placed for customers via CSS to order items that we do not hold in the Distribution Centres.
“Special Orders” are placed for customers via ACE to order items that we hold in the Distribution Centres.
“Special Orders” are placed for customers via Appian to order items that we do not hold in the Distribution Centres.
“Special Orders” are placed for customers via Connex to order items that we hold in the Distribution Centres.
Which of the following are reasons for an CSS order to be held?
Missing Colour information
Missing Cost prices
System errors
Missing Quantity information
Visibility of Held Orders and access to Mainframe will allow us to do what?
Give us the ability to identify the cause of errors and take preventative action.
It will remove the need for Customers to chase their order, driving calls into the Contact Centre.
Clearing Held Orders promptly allows us remain within our lead-times so that their Customer Journey is not lengthened any further.
We do not add to the backlog of orders awaiting correction.
Which types of games is Mainframe reminiscient of?
80's Arcade Games
90s PC Games
00s Hand Held Games
10s Console Games
The number of options available to you on Mainframe will vary depending on your user ID. To access the option to view an order, which option on the menu should you look for?
DS Payment Authorisation
DS Supplier Ordering - Stage 2
DS Wastage and Adjustments
DS Selling Stock Movement
In Mainframe, Hot Key F7 + Shift = What?
F19
F12
F22
F20
What is the Fast Path Order Number also known as?
EDI
Supplier Order Reference Number
ACE
CR Number
If an order has been held, what would you need to do?
Check the reason for it being held on Mainframe
Cancel down the CR
Order the product again (with the missing or changed information)
Create an exchange bill on ePOS (returning the goods to the category header)
Create an exchange bill on ePOS (returning the goods to the original product codes)
What colour will the Buying Office notification be on Mainframe?
Red
Blue
Green
Yellow
If you are rekeying a CSS order, where must you leave a comment?
CSS Original Order
Connex Case
CSS Replacement Order
Appian
What is your Edge username?
Your full name
Your JL&P password
Your employee number
Your DB number
The suppliers for this fabric is?
Sanderson
Morris & Co
Harlequin
Colefax & Fowler
On the 5th of July the order status was?
Processing
Dispatched
New Order
Where is the fabric being delivered to?
Didsbury
Stanley Greene
HP
Luxaflex
The Supplier delivery date is?
08/07/2019
09/07/2019
09/09/2019
11/07/2019
How many linear meters of the Heather Moores fabric has been ordered?
1
18
12
94
You would check if stock is available prior to ordering on
the RSD
WIKI
The Edge
Connex
If the exception relates to an Aftersales Connex case, how would you update the Aftersales case?
add a comment to the case
set a customer promise
set an internal action
How many different order statuses are there on the Edge?
3
4
5
6
What information can you use to locate the customers order on The Edge?
CR
Connex Reference #
EDI
Customer Surname
Customer postcode
What does EPOS stand for?
Extra Points for Standing Still
Electronic Point of Sales System
Expected Process for Solving Sudoku
Electronic Pictures Sound Simple
What would you use to log into the EPOS System?
Your DB/HM number and your ePOS specific password
Your DB/HM number and your Windows specific password
its Single Sign-on. No login details necessary
There are generic log in details for all Partners to use.
If you were in the middle of a transaction but then realised that you missing information needed at the till, how would you save your work?
Secure the till by clicking the secure button. Once you got back you would login with your password to continue the transaction.
Secure the till by asking a Team Manager or another Partner to stand by the till whilst you got the information you needed.
Secure the till by locking the computer.
Secure the till by leaving a message in Google Hangouts or emailing all Partners advising that you are using the till.
When Charging an order that has been set up via CSS, which button would you press to start the transaction?
Pay for Order
Charge Customer Requirement
Pay for CR
Charge Order
When Charging an order that has been set up outside of CSS, what would you do to begin the transaction?
Key in the product code or scan the product on the charging sheet
Pay for Order
Pay for CR
Charge Order
How can customers receive their receipts from the Contact Centre?
Kitchen Drawer
Receipt scanned into Connex and emailed to the customer
Post
In Person
What do we use ePOS Back Office for?
We use ePos back office to ensure that we are refunding monies onto the card that the customer originally paid with.
We can also check the amount that the customer paid and how it was charged.
To put sales and refunds through the till.
To issue goodwill to the customer's debit or credit card
You would amend the price of goods when ....
the price of the goods have changed since the estimate was accepted
because you feel like it
because the customer has asked you to
there was a special buy/promotion at the time of the original sale, however the EPOS system hasn't been updated to reflect this.
The customers original fabric was flawed so we are having to replace it. The fabric was originally £21 per sqm. When ordering the replacement, the fabric is now £25 per sqm. What would you need to do on EPOS to ensure that the balance is cleared.
Charge the replacement to the workroom account.
Amend the price per sqm when returning the original product code. Any overages would be charged to goodwill
Amend the price per sqm when returning the original product code. Any overages would be charged to the workroom account
Nothing. Do the exchange bill with no amendments
We are replacing 4 identical faulty blinds for the customer, it's time to do the exchange bill. On the till you would ....
return the product once
return the product code once and amend the quantity to 4
charge the blinds to goodwill
charge the blinds to the workroom account (952)
When processing an exchange bill for faulty goods you would
return the original product code/s to pay for the new goods
charge the cr to the workroom account (952/953)
charge the cr to goodwill
charge the cr to the category header e.g 62999999
The Buying Office have held an order and have asked for it to be rekeyed. When processing an exchange bill for the goods you would
return the original product code/s to pay for the new goods
charge the cr to the workroom account (952/953)
charge the cr to goodwill
return the products to the category header e.g 62999999 to pay for the new goods
Goodwill is used to ...
retain a Customer’s trust in John Lewis
close Connex cases as soon as possible
pay for replacement orders when we have miss measured
We never use a price amendment for ...
Processing a Goodwill or an Allowance on the till.
Reducing or removing a delivery cost
Partner discounts
Why would we create replacement blind order through CSS?
The blind was not as described, of satisfactory quality or fit for purpose and the supplier cannot recreate the blind from the original order. Therefore the Supplier has asked us to place another order
The Customer is unhappy with the finished product so they want to pay for another order or as a gesture of goodwill.This is not a true replacement.
There was an Estimator or Admin Error. Therefore the original order was correct
This is a.........
Vertical Blind
Roman Blind
Venetian Blind
Roller Blind
Which of these must be included for a chain operated blind?
Colour of blind
Installation Height
Customers name
The name of your cat
Which of these are Suppliers to John Lewis & Partners?
Hillary's
Luxaflex
Bloc Blinds
McDonald's
This is a ...........
Roller Blind
Venetian Blind
Vertical Blind
Duette Blind
Which of these are a Child Safety Device?
Cleat
Bottom Bar
P Clip
Breakaway Chain
Roller Blinds are available as......
Reverse Roll
Side Roll
Sausage Roll
Standard Roll
What child safety Device is fitted to a JL&P chain operated Roller blind?
Cleat
Flywheel
None
Breakaway Chain
How long is the guarantee for Luxaflex Blinds?
10 Years
1 Year
5 Years
8 Years
Who supply JL&P Vertical blinds?
Luxaflex
Stevens of Scotland
Herbert Parkinson
Bradley
What blind is this...
Roman Stacked
Roman Waterfall
Both?
Roman Statue
Luxaflex electric blinds are called....
Electronix
PowerChoice
PowerView
AutoBlinds
What are Venetian blinds made with?
Wood
Plastic
Metal
Glass
Should every goodwill transaction over £50 be noted on Connex?
No
Yes
How much can a level 9/10 Home Services Partner sanction?
Up to £500
Up to £50
Up to £300
There is no sanction limit
When do we discuss goodwill?
When we open a case
When resolving a case
Whenever, it doesn’t matter!
When the customer decides it’s appropriate
A customer has received a refund of £170 for underlay that wasn’t required during the fit, how should this be documented on Connex?
Goodwill allowance
Other Resolution Cost
Non financial resolution
Doesn’t need to be documented on Connex
Where should the attached information be documented on Connex?
Goodwill allowance
Other Resolution Cost
Non financial resolution
Doesn’t need to be documented on Connex
At what point must you seek advice from CAHO ( Customer Assurance Head Office)
Everytime you offer a customer a gesture of goodwill
At no point do you ever need to contact CAHO
Before offering any and every goodwill transaction over £1000
Before offering any and every goodwill transaction over £301
How much Goodwill do you think Didsbury processed on the Home Services registers during Week 5 (3rd of February to 9th of February)?
£26,616
£17,902
£28,022
£36,109
£32,855
Why would we create replacement track or pole order through CSS?
The track / pole was not as described, of satisfactory quality or fit for purpose and the supplier cannot recreate the track / pole from the original order. Therefore the Supplier has asked us to place another order
The Customer is unhappy with the finished product so they want to pay for another order or as a gesture of goodwill.This is not a true replacement.
There was an Estimator or Admin Error. Therefore the original order was incorrect
Who supply tracks to JL&P?
Luxaflex
Silent Gliss
Richard Wylie
Bradbury Tracks
Who supply poles to JL&P?
The Pole Company
Bradley
Byron & Byron
North Pole
Bradbury supply tracks for Scotland only
True
False
What is the main difference between a track & a pole? (Select all that apply)
A pole is always made of wood
A track has gliders
A pole has curtain rings
A track is always made of plastic
A metropole is a...
Track
Pole
Eyelet curtains are suitable for a.......
Both
Track
Pole
Neither
This is a...
Passing ring
Engagement ring
C- Clip
Bull ring
Some tracks are available with a choice of finials
True
False
What is a glider & what does it do? ?
A tie back hook
Component of a track
Attaches curtains to the track
Holds curtains to the wall.
Tracks are available as
Hand drawn
CD's
Corded
Electric
Which of the following are brackets
In what ways can we protect our customers and our profits?
Debit Agreements
Guarantees
Goodwill
Added Care
How long is the installation guarantee?
12 months
48 hours
1 week
2 years
Which of the following is an example of a Luxaflex Debit Reference?
C19-15098
125647
Julie
F12-98765
Why do we aim to send the same fitter back to the customer's property for any remedial work? (Select all that apply)
The fitter is familiar with the customer and their property.
The cost of remedial work is potentially covered by the installation guarantee
Makes it easier for Scheduling team to arrange a fitting appointment
Makes it easier for Close Case and Finance to pay the fitter
What's is a Write Off?
This is where we reduce the value of the goods to zero and update our inventory/stock figures to account for this loss of product.
This is where we dispose of the goods so that we can no longer sell it
This is where we claim the cost of the the goods back from the supplier if they have provided goods of poor quality
This is where we charge the customer for any repair work
When do we process a debit?
As soon as the debit has been agreed with the supplier
As soon as we arrange a new fitting appointment for the customer
As soon as the ePOS transaction has been completed
As soon as the goods are back with Stock Management
When do we process a write off?
As soon as we realise that John Lewis & Partners is at fault
As soon as we arrange a new fitting appointment for the customer
As soon as the ePOS transaction has been completed
As soon as the goods are back with Stock Management
How do we process a debit or a write off?
Using the system DEBITEASE
Using the Debits & Write Offs form on the Home Services Hub
Speaking with a Close Case & Finance Partner
Writing a note on APPIAN
The strings on the customer's Venetian blind have snapped because they keep pulling the blind up and down. In order to replace it, what should we do?
Debit the supplier for a faulty blind
Write Off the original blind
Give the Customer Goodwill to pay for the new blind.
Advise the customer that they must pay for a new blind
Herbert Parkinson have made a pair of curtains with the wrong fabric, what should we do?
Debit the HP for the incorrect curtains
Write Off the original curtains
Give the Customer Goodwill to pay for the new curtains
Advise the customer that they must pay for new curtains
We promised the customer an 8 week lead time. They have received their goods after 6 months, what can we do to resolve the customer's complaint?
Debit the supplier / outworker for the length of time
Write Off the products
Give the Customer Goodwill to retain their trust
Advise the customer that we will do nothing
When putting up the new track, the fitter (3rd Party) has smashed through the Customer's window, what should we do?
Debit the fitter for the cost of repairing the window
Write Off the products
Give the Customer Goodwill to cover the cost of repairing the window
Advise the customer that we will do nothing
The estimator has mismeasured a blind and the customer cannot use it, what should we do?
Debit the estimator for replacing the blind
Write Off the blind
Give the Customer Goodwill to cover the cost of replacing the blind
Advise the customer that we will do nothing
What does processing a debit produce for Stock Management?
Produce a returns label so that the goods can be returned to the supplier
Produce a wastage label so that the goods can be disposed of
Produce a receipt so that the customer has a record of their purchase
Produce a banana
What does processing a write off produce for Stock Management?
Produce a returns label so that the goods can be returned to the supplier
Produce a wastage label so that the goods can be disposed of
Produce a receipt so that the customer has a record of their purchase
Produce a banana
What is missing from the following Item Narrative?
SG1080
Cut Length: 156cm
Top Fix Brackets
Colour
Bracket Type
Length of Track
What is missing from the following Item Narrative for this corded track?
SG3000
Cut length: 189cm
White
Face Fix Brackets
LHS control
Left hand stack
Installation Height
Colour
Bracket Type
Control
What is missing from the Item Narrative for this electric track?
SG5600
Cut length: 179cm
White
Face fix bracket
Pair
Split Draw
Timer control
What side the motor will be on
Control method
Stacking Position
For any non DC track, what is the extra step that must be performed within CSS?
Proposal
Validation
Fulfillment
For a customer to receive a track with a bend in it, which system is used to ensure that the track is bent at the correct angle?
Bay 6
Ocean 7
Bay 8
Basics
What is crucial when placing an order for a bent track?
The actual Bay 6 Diagram is emailed to the supplier
The product information on the Bay 6 should match the order
The EDI number should be stated on the Bay 6
Confirmation and the date that the Bay 6 is sent to the supplier is in the Order Narrative
Which track has this Bay 6 diagram been drawn for?
SG1080
SG3000
SG3900
SG1008
When dealing with a customer who has a complaint or an Aftersales problem what is more important than ever?
To convey a genuine sense of care and concern.
To convey enthusiasm for our products
To convey enthusiasm for the John Lewis & Partners Brand
To remain calm, helpful and positive and give the customer your full attention
What must we do with our customers when resolving a complaint?
Appreciate - Complaints alert us to a problem and give us an opportunity to put things right for the customer (and maybe even exceed their expectations). So we should let the customer know that we’re pleased they brought it to our attention.
Assure - The customer needs to be assured that we will take action to resolve the problem.
Apologise - We need to apologise to the customer because we have caused them a problem, inconvenienced them and it shouldn’t have happened.
Which description best describes the folowing type of customer?
The Quiet Complainer
Customers who are quietly spoken and slightly more hesitant about complaining are often less demanding, but we still need to identify what’s wrong and deal with their complaint.
Customers who are more than happy to complain, and it can be loudly, at length and in front of other customers.
Customers who may see a small failure of the business as a chance to build a case for a large allowance or compensation
Customers who complain again and again.
Which description best describes the folowing type of customer?
The Aggressive Complainer
Customers who are quietly spoken and slightly more hesitant about complaining are often less demanding, but we still need to identify what’s wrong and deal with their complaint.
Customers who are more than happy to complain, and it can be loudly, at length and in front of other customers.
Customers who may see a small failure of the business as a chance to build a case for a large allowance or compensation
Customers who complain again and again.
Which description best describes the folowing type of customer?
The Opportunist Complainer
Customers who are quietly spoken and slightly more hesitant about complaining are often less demanding, but we still need to identify what’s wrong and deal with their complaint.
Customers who are more than happy to complain, and it can be loudly, at length and in front of other customers.
Customers who may see a small failure of the business as a chance to build a case for a large allowance or compensation
Customers who complain again and again.
Why might first point resolution not be achieved?
You may not have the required level of experience, as specialist knowledge is required.
Solving the complaint might involve an allowance which is above your level of authority.
You are unable to solve the problem within 24 hours as a visit to the customer’s home by an engineer, fitter or inspector is required.
Resolving the issue is not urgent
Goodwill should be used to retain a Customer’s trust in John Lewis where we have fallen short of their expectations or we have caused them extra expense.
True
False
What are the main types of goodwill allowance?
Service Related
Out of Pocket Expenses
Product Related
Delivery Related
Putting Right An Issue
When it comes to goodwill, what is the role of the Steering Group and our Operations Managers?
They must know and monitor the policy. They must authorise any “out of pocket” expenses for Partners, their dependants, their additional cardholders or retired Partners in receipt of benefits in retirement
They must know and apply the policy, ensuring that their Partners use it correctly and in the spirit of customer retention
They must know and apply the policy in the spirit of maintaining the lifetime custom of our customers
When it comes to goodwill, what is the role of the Partners?
They must know and monitor the policy. They must authorise any “out of pocket” expenses for Partners, their dependants, their additional cardholders or retired Partners in receipt of benefits in retirement
They must know and apply the policy, ensuring that their Partners use it correctly and in the spirit of customer retention
They must know and apply the policy in the spirit of maintaining the lifetime custom of our customers
What can Customer Assurance advise on?
Reputational Risk
Legal issues
Personal injury and damage to property due to faulty product or service
Multi-faceted or complaints with numerous touchpoints
Multiple / Repeat complainers
