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WorksheetsAftersales
Total questions: 70
Worksheet time: 44mins
Home Services is the name of in home products and services. Which assortments does it cover?
Windows
Flooring
Fitted Kitchens
Fitted Bathrooms
Fitted Bedrooms
Home Services is split between 2 categories. Windows and Flooring sit in which category?
Home Interiors
Home Improvements
The Home Interiors Customer Care Team is made of several Contact Centre departments. Name all of the departments that make up the Customer Care Team
Payments & Orders
Scheduling
Close Case & Finance
Aftersales
Field
John Lewis & Partners have spent considerable time and focus on understanding our target customers in John Lewis. Which Customers are we actively targeting?
Active Service Lovers
Busy Inspiration Seekers
Brand Lovers
Bargain Hunters
Which Window Decor Services do we provide for our customers to support them with their Home Interior goals?
Measure Make and/or Fitting Service
Shutters
Customer Own Measure
Samples
Home Design
What is Profit?
Profit is financial gain
it is the difference between the amount earned and the amount spent
Sale Price - (Cost of Goods + Cost Services)
All of the above
Where can you find Fitting Cost Charges for all regions?
Core Home Services Field Structure
Validation Sheet
Bespoke Worksheet
Fitter Worksheet
Under the Consumer Rights Act, what are our customer's statutory rights?
Goods must be of Satisfactory Quality
Goods must be Fit for Purpose
Goods must be As Described
Goods must be Installed Correctly
Goods must be Prices Cheaply
Do we have to physically inspect the product when there is a potential fault?
No
Yes - everytime
No - sometimes we find that photographs are enough
We need to use our Commercial Judgement to ensure that Complaint Cases are not open for longer than
(a)
Which Customers more thatn likely purchase from Home Services?
Best - 3%
Great - 5%
Good - 13%
Occasional - 26%
One-time Customers - 50%
Which systems do we use to view a customer's Order History?
CSS
Connex
Appian
Insight
ACE
Which Supplier may give us 50% of the cost price back in a debit if we return a non-faulty item?
Luxaflex
Novatec
Bloc Blinds
Hunter & Hyand
A (a) is a formal request issued to an Outworker or Supplier for the return of funds due to incorrect or damaged goods received.
Should you request a debit without discussing it with an outworker or supplier?
Yes
No
Which 3rd Party Contractors do we use?
Pink Fudge
Some of our Fitters
Estimators
How long is the Workmanship Guarantee that we provide for our customers?
2 years
1 year
3 years
6 months
How long is the Workmanship Guarantee that our 3rd Party Fitters provide for John Lewis?
12 months
2 years
6 months
6 years
Who can support you with any negotiations that you may have with a 3rd Party Fitter?
Team Manager
Operations Manager
Fitter Manager
You should always request a debit without discussing it with the supplier / outworker / contractor
True
False
Who are Pink Fudge?
A 3rd Party Contractor
A network of Furnishing Fabric Drapers
A network of Furnishing Fabric Fitters
An outworker
Can the customer have a refund if they have changed their mind about a product?
Yes
No
When is the customer entitled to a refund?
When they haven't received the product or service
If, within 30 days of receiving the product is faulty or not of satisfactory quality
If, within 30 days of receiving the product is not as described
If, within 30 days of receiving the product hasn't been installed correctly
If they changed their mind
What is the dissection number for the Windows workroom account?
952
953
954
955
Where the root cause of the issue is Estimator, Admin, Partner Fitter error, then the costs involved in resolving mistakes with a customer's order must be charged where?
To the Workroom Account - 952
To the Customer
To the Supplier
To Goodwill
When would we administrative goodwill?
Where our service has fallen below the level we expect of ourselves
Where our action causes a customer to suffer a direct financial loss
Where a customer's request fals outside of the terms of the Refund Policy's Conditions of return
Where there is a need to provide an additional gesture to the customer on top of putting the matter right
When considering giving the customer Goodwill, who can you speak to sense check your Commercial Judgement?
Other Partners
People / Team Managers
Operations Manager
Customer Assurance Head Office
When resolving an Aftersales case, what are the different resolution routes are available to you?
Apology, including an monetary gesture of apology
Explanation
Replacing the product
Providing an additional product or service
What is an Inspection?
Where an Estimator will visit the customer's property to discuss the quality of the product and it's installation
Where an Estimator will visit the customer's property to remeasure the window space and compare them against the measurements of the made product
What is an Check Measure?
Where an Estimator will visit the customer's property to discuss the quality of the product and it's installation
Where an Estimator will visit the customer's property to remeasure the window space and compare them against the measurements of the made product
Why might we arrange a virtual appointment for the customer when an inspection is required?
There are more appointments available
The customer gets a face to face service
Costs less for the business
It's more convenient for the customer
What is an Onsite Remedial?
Arranging for Pink Fudge to visit the customer's property in orderto complete an alteration
Arranging for a Fitter to visit the customer's property in order to complete a repair
Arranging for curtains to be pressed or steamed at the customer's property
Arranging for products to be uplifted from the customer's property
Why would we consider an Offsite Remedial?
The customer will allow us to uplift and return the product to the manufacturer
The customer will not allow the product to be taken away
What might happen if we don't manage goods that have been returned properly?
Stockrooms would be overcrowded
We would incur financial losses due to having to write
We would miss opportunities where we could engage with our stakeholders
Wewould recycle efficiently
How can you view which products have been returned?
CHS Fitter Returns Tracker
Customer Experience and Compliance Consolidation Sessions Feedback Sheet
Window Decor and Fabrics Markup Calculator and Generic SKU Lookup
Additional Charging Validation Sheet
When was the Child Safety Legislation, BS EN 13120 introduced?
2014
2010
2020
2015
How does a Cord / Chain break connector work?
It will break apart when undue pressure is applied
It is securely fixed to an adjacent surface so that cords and chains a held permanently taut
It is securely fixed to an adjacent surface so that cordsare secured after each and every operation
How does a Cord / Chain tidy and tensioner work?
It will break apart when undue pressure is applied
It is securely fixed to an adjacent surface so that cords and chains a held permanently taut
It is securely fixed to an adjacent surface so that cordsare secured after each and every operation
How does a Cleat work?
It will break apart when undue pressure is applied
It is securely fixed to an adjacent surface so that cords and chains a held permanently taut
It is securely fixed to an adjacent surface so that cords are secured after each and every operation
Name the different control types
Pull Cord
Electric Control
Operating Loop
Spring Operated Control
Hand Control
What are the Breakaway cord rings on a Roman Blind more informally known as?
Lego Hands
Duplo Hands
Lego Bricks
Megablox
What is the minimum distance that an operating loop or cord must be from the floor?
(a)
Who supplies our wooden batons?
Hunter & Hyland
Hunter Douglas
Bloc Blinds
Herbert Parkinson
Wooden Batons can be provided in which colours?
White
Unpainted
Blue
Black
Name the two types of brackets that are available with wooden batons
L & T
A & B
X & Y
L & M
What is interlining?
Additional lining fabric between curtain fabric and the lining
fabric that is designed to black out light
fabric that is designed to add weight and drape to the customer's chosen fabric
How can fabric samples be ordered for our customers?
On johnlewis.com
On a Google form on the Retail Support Site
On the Hub
When might you need speak to a fabric supplier?
When they have provided faulty fabric
When we need to order fabric of a similar batch as we are making a matching product
To thank them fordelivering a high quality product
Should we always check that the fabric is available before placing the order?
Yes
No
What reference number can you use to check the status of an order on The Edge?
EDI
CR
ACE
Appian
Where can you check for the cost of Fitting charges (charges for the customer and the prices that we pay our 3rd party fitters to do the job)
Additional Charging Validation Sheet
Connex
The Edge
Mainframe
Name Accessories that customers can buy using Home Services
Cushions
Tiebacks
Pelmets
Bean Bags
Valances
What is the name of the thin border that is made of matching or contrasting fabric on cushions and tie backs?
Piping
Oxford
Frilled
Trimming
Which Accessories and Services do John Lewis no longer provide for customers?
Lath & Fascia
Upholstery of existing furniture
Swags & Tails
Italian Strung Curtains
Which Curtain Heading is this?
Double Pinch Pleat
Triple Pinch Pleat
Wave
Goblet
Which of the following Outworkers and Suppliers create voiles for our customers?
Herbert Parkinson 7 Day
Herbert Parkinson Bespoke
Deyron
Luxaflex
Premier Choice
When creating a replacement order through ACE, we should always try to .....
Copy to a New Version
Copy to a New Number
Go into the Work Area
Create a New Job
As of this week, which suppliers have we ceased trading with?
Bloc Blinds
Velux
Novatec
Luxaflex
Branded Blinds are order via which system?
CSS
ACE
The Edge
Mainframe
Roman Blinds can be order through which systems
ACE
CSS
The Edge
Luxaflex
Which direction decribes the material of a roller blind falling closest to the window?
Standard
Reverse
Roman blinds are available in two stacks, what are they?
Standard
Waterfall
Triple Loop
Straight
Why might the batteries in the remote of a customer's electric blind stop working?
The customer has demonstrated the operation of the blinds too many times
There is a fault with the remote
Which Supplier makes John Lewis Own Brand vertical blinds?
Stevens of Scotland
Novatec
Velux
Herbert Parkinson
What is our most popular brand of tracks?
John Lewis
Silent Gliss
Bradbury
Integra
Who make John Lewis Made to Measure tracks and poles?
The Bradley Collection
Hunter & Hyland
Silent Gliss
Sunflex
Which tracks can be disguised as poles?
Silent Gliss Metropole
The Bradley Collection Gliderpole
The Bradley Collection Eclipse
John Lewis Readymade
Which curtain heading is not usable with a pole?
Wave
Pencil Pleat
Goblet Pleat
Triple Pinch pleat
Which systems must you cros reference and update at every point in the customer's journey with Aftersales?
Connex
Appian
CSS
The Edge
Which system can you use as a reference, to view when a customer's estimating, fitting or remedial appointment has been booked?
Connex
Mainframe
OFSC
Appian
