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WorksheetsBreville SOP Up Training
Total questions: 61
Worksheet time: 2hrs 2mins
Toni-Ann is trying to create an account for a customer, however, she got the notification that there is already an existing account. What should be her next step?
Still, save the account as this is a new issue
Trying creating the account once more
Make a note and offer the customer a callback
Collect all relevant info, make note of the issue and reach out to support
Customer: I purchased this juicer a year ago. Select all that apply
What is the customer's warranty timeframe regardless?
18 months
1 year and 6 months
1 1/2 yrs.
Cindy purchased a BDC450 on 2/26/21 and now reports that the unit is overheating. What would be the warranty option for her using today's date? Please explain why you choose this option.
Mr. Reyes has a BFP660SIL purchased 10/16/10 and called today saying that the unit will no longer turn on. What warranty option would you offer? Why?
Case # R101236147 indicated that the blender is OOW, customer is upset and requested a supervisor due to the fact that the website indicates 5 years motor warranty and the previous representative provided her with the regular paid repairs option. What is your understanding of 5 years motor warranty and how would you de-escalate this call?
What are the options available for a customer who is OOW?
Free Repairs
40% toward a new purchase
25% toward a new purchase
Repairs at a cost
Once the defective unit is (a) , then the replacement order will begin to process and will be shipped to the customer within 7-10 business days.
How long does the unit take to be repaired once reaches the warehouse?
3 - 4 business hrs.
7-10 business days, 3 - 4 business days
10 -14 business days, 3 - 4 business days
3 - 4 business days
What should your notes include? Select all that apply
The resolution
Troubleshooting steps
The customer's reason for calling
What was done to resolve the issue
What is another name for case #?
Packaging slip
UPS #
Work Order #
RMA #
Jose opted to do 2nd-day shipping for an order placed today. When will the item be shipped?
Within 3 business days
Tomorrow being the second day
Within 24 hrs. will be the first day of shipment, so the following day
By the end of the week
For Puerto Rican customers, units are shipped via ___ and returned to the via ___
FedEx, UPS
USPS, UPS
UPS, FedEx
UPS, USPS
The customer complains about being charged 3 different times for her SIA order. What would be your response to this customer?
How many Accommodations can be on a case and how many parts of the same kind, can be sold on an order?
1, 2
2, 4
1, 3
2, 3
Which option on an account enables a Spanish customer to receive emails in her specific language?
Language of preference
Selected Language
Language of choice
Preferred Language
We can reset a customer's account password.
TRUE
FALSE
Raphael called last week regarding the first use cycle for the BPR700BSS, he is returning a call today saying that there are small bubbles inside the Led screen. What would be an appropriate complaint code and subject?
We should always request to delete orders once we accidentally activated them, as unnecessary orders take up space on the account.
TRUE
FALSE
What are some reasons an order may delay? Select all that apply
No return label was issued.
A replacement was not selected
Payment appears taken but not authorized
Admin did not follow up
What important piece of information should you read to the customer before creating a work order?
Service disclosure
Repairs template
Service disclaimer
Service offer
Martha sent her unit for repairs 3 weeks ago, the unit was also deemed unrepairable and she just received a replacement unit, but still happens to be having the same issues as before. Which process would you initiate at this point?
Service Failure
Troubleshoot
Repairs
Replacement
Taraya then received the call and saw where the repair status is unrepairable, however, the customer is missing a part and the issue still remains. The agent did a few troubleshooting steps and the issue was resolved, however, the customer was still not pleased as she had to do a follow-up call to us once more. The customer thinks the unit is defective. What would be a possible solution for this customer?
Store Credit approval
Service Failure
Free Repairs
Escalate the call to support
What steps would you follow if the customer is experiencing issues immediately after a repair order, where the status appears to be completed?
Free repairs
QC Inspect
Service Failure
Reach out to Louise
Tanisha's unit appears to be OOW and a QC Alert is assigned to her case. What would be the most appropriate solution for her?
An accommodation
Work Order
Service Failure
Store Credit
What would be the reason a case priority appears to be High? Select all that applies
Unit is being sent back due to QC Alert
Unit is being sent back due to safety concerns
Unit is being sent back due to health concerns
Tanisha is a Luxury Customer
If an order status shows "Auth Pending" for more than a day, it will likely be declined.
TRUE
FALSE
How long does an order normally take to go through "Auth Pending"
3 days
36 hrs.
3 hrs.
30 mins
What is the order status if it's a case where it was rejected?
Auth Pending
Auth Pause
Auth Cancelled
Auth Rejected
Sam called Saneeka earlier today, requesting to have an order placed over the phone due to his order being declined. What should be her response? Select all that apply
Place the order over the phone
Refer the customer to a retail store
Advise to retry on the website and do an email follow up with the customer
Reach out to admin
When are you able to edit an order?
If you have not taken payment
Before it reaches Order Generated status
If the order is not yet activated
You are not able to edit an order
When do you reach out to Admin regarding orders?
Address is Incorrect
Always reach out to Admin regarding anything order related
The customer requested to cancel an order
You selected the wrong part/model #
Admin can make adjustments to Web orders.
False
True
What is the first thing to verify before creating an Order?
If the payment was taken
Name
Address
Cardi B called saying she ordered a part two weeks ago and the package was not delivered, it appeared to be lost in the mail. What is your next step to take?
Reach out to admin regarding the lost package.
Make detailed notes and reach out to admin.
Advise customer a claim will be filed regarding the lost part.
Create a new order.
When do we advise customers that we will file a claim with UPS?
Regarding a lost package of parts.
Anything having to do with the customer's package.
For advice on how to move forward with delayed orders.
For a lost package of a Product.
What are the three main details used to file a claim with UPS? Select all that apply
The customer's name and email
The correct Address and detailed notes
Explanation of the issue
The Order #
Tyler called to cancel his order but unfortunately, the order has been shipped. What is your next step to take
Reach out to Admin to possibly stop the order.
Reach out to support a suggestion.
Set up a case for a refund.
Advise Tyler that we are not able to cancel an order once it has been shipped.
Usain called regarding his order delay situation, the customer was upset and demanded a refund. What is your next step to take?
Create a refund case.
Create a case and recreate the order
Reach out to NA regarding refund request.
Advise of the refund process
When creating a refund case, where do you put the Order #?
In the subject of the case.
In the subject of the email sent to NA.
On the Case, in the Original PO # field.
The order is already on the account.
What is the return location for Mexico?
Moduslink
Return Center US CCS
DRP
Con Centric
Once the item is rec'd in the warehouse, how long does it take for a refund to be processed?
7-10 Business days
36 Business hrs. (3 Days)
10-14 business days
5-7 business days
If you see a task from accounts receivable asking Finance to proceed with a refund, how long would the refund take at this point?
3 Business days
5 Business days
3-5 Business days
24 hrs.
Drake called saying he saw where we just posted the Smart Oven on sale and he just received his new oven yesterday. He is now wanting to return the item to get the sale price. What steps would you take to resolve this issue? Select all that apply
Honor the price once the customer is within 2 weeks of purchase
Create a case as a final refund
Reach out to Admin to process a refund of the price difference.
Make detailed notes
When do we use the quote function? Select all that apply
Teyanna is undecided if she should make a purchase.
Anthony is interested in a repair order but cannot proceed at the moment.
Susan is undecided about wanting to do the SIA option or standard shipping.
When communicating with a customer via email.
Jason is calling upset as he called us twice in the last 45 mins. regarding his order which was activated through a Quote, he did successfully process his payment but still hasn't gotten his confirmation. What is your next step? Select the best response to this situation.
Advise to give some more time
Apologize, make detailed notes and reach out to admin
Inform those payments will take up to an hour to activate.
Put the customer on hold and do further reviews on the case notes.
Joe is calling to purchase, the same model espresso machine as he previously had prior to being offered a store credit on his account. Would he be able to do so?
No
Yes
What is the main purpose of a store credit?
To end the original case Claim.
To end the original UPS claim.
To get the customer to support our units only.
To satisfy the customer.
What can we offer for Jim, who is within 18 months of purchase but he has no receipt and his unit is discontinued?
Offer a replacement as a courtesy
Offer a Return/Refund
Offer a Store Credit (via approval)
Reach out to Support
Sady called saying she purchased her kettle two months ago and the glass broke. What is your next step to take?
Accommodation
25% discount toward a new purchase
20% discount toward a new purchase
40% discount toward a new purchase
Breville partners with (a) to offer a Care plan that gives our Consumers extra protection and coverage time.
What two coverages does Mulberry offer
Standard Coverage
Care Protection Coverage
Warranty Coverage
Accidental Damage Coverage
What two protection plans does Breville offer?
Pre- Sale
Warranty Coverage
Post - Sale
Standard Coverage
Cindy created an account online just now. Can Cindy view an order which she created yesterday on her My Breville account
Yes
No
The customer will be able to cancel subscriptions when logged on to their My Breville account.
True
False
Shamba called saying he used the incorrect email address for his My Breville account, would we be able to assist?
Yes, we will be able to update his email address on our end.
No, Shamba is required to create another account as we cannot adjust his email address on our end.
Can we reset a customer's password for their My Breville account?
Yes, we can.
No, we cannot access the customer's personal information.
Kemar, a customer care agent cannot cancel a subscription.
True
False
Which of the following Admin representative we would contact for a fresh batch of beans?
Haley Wilde
Amanda Davis
Mayra Sanchez
Mario Lopez
We most times contact "NA Consumer Group" or will say "Reach out to NA". What does NA mean?
Nothern Access
North America
Not Applicable
Next Assistance
When would you normally use the return location Internal Return USA? Select all that apply
Health and Safety issues
Once the unit is new, never been removed from the box
Used to return a new unit
Once the customer is complaining about the same issues more than once.
What specific alert would enable you to use the return location, Internal Return USA?
Repeat failure
Quality Control Inspection
QC failure
For brand new units only, never been removed from the box
