WorksheetsKC 27
Total questions: 10
Worksheet time: 40mins
Ameyo Tagging: The customer received the order and wants to cancel. What tagging will you use for your response?
Post purchase>order received
Post purchase>care instruction
Refund
Replacement
Scavenger Hunt!
Which Column in the Migration tracker will you see if ALL ASINs are owned for an Incoming Brand?
K
M
L
J
Scenario: You saw a negative comment via Ameyo chat on our Instagram account. What should you do?
Since I can't remove or hide the comment in Ameyo, I will resolve the ticket
Since I can't remove or hide the comment in Ameyo, I will hide the comment via Falcon instead and leave notes in Ameyo about my action
raise it to the brand channel
We don't use Ameyo in chat
Since I can't remove or hide the comment in Ameyo, I will leave it open
In Ameyo Chat: How do we know which brand the customer is chatting about?
Brand information is located at the upper right corner of the chatbox.
It will be whispered by Ameyo once the chat comes in.
The brand info will be located besides the customer's name.
We don't. That's why we need to ask using # chat at the beginning of every interaction through chat.
Why is it important to NOT create a copy of updates for your personal use?
Keeping your own copies will keep you updated on what's new especially on critical SOPs constantly being updated by Erin and COA.
We may receive multiple updates on a single brand in a week or month and the one published with the most updated date will always supersede the old one.
Keeping your own copies will not keep you updated on what's new especially on critical SOPs constantly being updated by Erin and COA.
You can only create copies if you're using your mobile phone memory.
Ameyo: When do we tag a ticket as "CLOSED"?
Automation email
out of office replies
marketing email
ALL tickets are tagged as closed
We should never use CLOSED
In Ameyo, what kind of tickets can we find under the "Notification" Campaign?
High Alerts
Product Review
Buyer Messages
SCAVENGER HUNT! All about new brands: How many brands are we going to acquire in May? (Clue: Seller Responsible until?)
7
4
5
6
Scenario: A customer said that our product damaged her $1500 carpet with picture attachments. What are the next steps? Choose ALL that applies
Inform the customer that the concern has been escalated internally for the next steps
Ask Erin directly
ask the customer for the receipt of the carpet
immediately escalate to the brand channel, tagging Erin, COA, and the brand manager
Track it on the AO Injury & Property Damage Tracker
Scenario: A customer has a concern that you need to escalate to the BM for resolution. What are the applicable steps that you should do? Select ALL that applies.
track it - Follow up Tracker
resolve the ticket
mark it as Pend24
mark it as Pend48
use #raisedtobm
