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WorksheetsXPO PST Review
Total questions: 39
Worksheet time: 7mins
These are our three dedicated clients
Ikea, Lowes, Peloton
Lowes, Samsung, Innovel
Amazon, THD.com, Ikea
Lowes, THD.com, Ikea
Check all standard operating procedures for specialty clients.
Cancellation - if not routed - Hard Hold and Create Issue
Schedule if fully received and ready to schedule
Verify Email Address
Cut-off time is 3pm
This is a client that allows customers to pre-select their time window
Peloton
Amazon
Flywheel
Lowes
This is a document used to provide information of specific insurance coverage.
Certificate of Employment
Certificate of Coverage
Certificate of Endurance
Certificate of Insurance
For Ikea Client: Customer wanted to cancel their delivery.
Cancel the delivery by placing it on Hard Hold and creating issue
Cancel the work order
Cancel the delivery by placing it on Soft Hold and creating issue
Advise to call client
What does LMH mean?
Last Mile Hab
Last Move Hub
Lowes Major Hub
Last Mile Hub
We use (a) to track Amazon's shipping before sending a dock search.
A Lowes customer wants to cancel their order. What should you do?
Hard Hold and Create Issue
Contact Hub and Advise Customer to Contact Store
Contact Dispatch and Advise Customer to Contact Store
Advise Customer to Contact Store
An Ikea Customer wanted to cancel their delivery
Advise customer to wait ofr 24-48 hours
Advise customer to contact store
Cancel the delivery by sending an email to the hub
Cancel the work order
We do a (a) transfer when transferring customers over to our other internal departments
This is a client that requires scheduling to be 3 days out
Serta
Peloton
Amazon
Samsung
A department that handles pro #s
(a)
This is a process where drivers wait for the customer for 15 mins
Not-at-House
Not-at-Home
Nat-at-Home
Never-at-home
Customer is requesting for a supervisor and doesn't want to provide information
Offer to send an email to our resolution team
Put the customer on hold until he drops
Advice we don’t have any available supervisor
Get approval from your team lead and transfer to resolution hotline
For Mirror and Tonal: How many miles should it be to transfer the call to National Assembly Team?
Below 75
Above 75
All of the above
None of the above
Lowes client: customer would like to check if what services is included on their delivery. It has a “Regular Delivery” priority
Advise it includes room of choice and haul away only
Advise customer it includes, room of choice, installation and haul away
Advise customer that it’s room of choice only
Advise customer that it's a ring and run
Driver calling in for NAH on an IKEA delivery.
Provide the release code
Transfer the call to Ikea representative
Contact the customer and advise that drivers will wait for 30 minutes
Advise to wait for 15 mins
You can schedule all of these even if not received EXCEPT
Flywheel
Tonal
Peloton
Mirror
This is a delivery priority that includes room of choice
Threshold
White Glove
Basic
Porch
This is a client that we are required to ask special building or property needs.
Kraftmaid
Design within Reach
Lowes
Samsung
This is a process we do if the location of the customer requires us to schedule them for a certain week of the month and the customer will be contacted by the hub in that week for the exact delivery date.
(a)
This is a priority that is unattended and has a delivery time window of 6am-6pm
(a)
This is a client with a Basic Priority
(a)
This is a client that we are required to ask the number of flight of stairs.
Amazon
Peloton
Samsung
Serta
Clients that delivers from Monday-Sunday.
Lowes
THD.com
Ikea
Serta
This client requires additional 4-6 weeks to reschedule.
Design Within Reach
Serta
Lowes
Kraftmaid
How many minutes is the NAH Procedure for Kraftmaid? (Just put the number)
(a)
How long is the turnaround time for a dock search?
24-48 hours
24 hours
12-24 hours
24-72 hours
Which are we not allowed to install for Lowe's clients?
Gas Dryer
Built-in Refrigerator
Electric Dishwasher
Electric Washer
For Peloton client: Customer is requesting for a specific time window
Advise to contact Peloton Member Support
Educate customer about a Paid Time Stop
Partner with the HUB to check if it can be accommodated
Advise that time window is geographically routed and cannot be adjusted
This is an email generated by IKEA to XPO detailing any changes to a customer's order.
(a)
YES or NO: We can disclose dispatch/hub numbers to our customers
(a)
YES or NO: Can we disclose the shipping rates and prices to our customers?
(a)
Which order categories can we directly cancel?
Return
Will Call
Service Call
Delivery
This is a client wherein we make a separate work order for advanced / licensed installations for specific hubs.
Serta
Amazon
Samsung
Peloton
What should we put in the delivery comments and notes to indicate if the customer is done with COVID-19 questions?
(a)
What should we put in the notes and delivery comments for customers who don't want an installation, but wants just to bring the item inside?
(a)
TRUE or FALSE: If a customer says that he received a message about answering some questions, but advised that he does not want an installation, we still need to ask covid questions.
(a)
Where shall we transfer Peloton customers under HI, AK, PR?
Reso Team
Hub
Dispatch
National Assembly Team
