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WorksheetsBreville SOP
Total questions: 21
Worksheet time: 40mins
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 may be a new issue.
Make another attempt to create the account.
Make a note and offer the customer a callback.
Collect all relevant info, make note of the issue and reach out to management.
Customer: I purchased this juicer a year ago. Select all that applies.
What is the customer's warranty timeframe regardless?
18 months
1 year and 6 months
1 1/2yrs.
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.
We most times reference "NA Consumer Group" or will say "Reach out to NA". What does NA mean?
Northern Access
Not applicable
North America
Next Assistance
Shamba called saying he used the incorrect email address for his My Breville account, would we be able to assist with updating his email address?
Yes, we are able to update a customer's email address on our end.
No, Shamba is required to create another account as we cannot adjust his email address on our end.
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
What two coverages does Mulberry offer?
Standard Coverage
Warranty Coverage
Care Protection Coverage
Accidental Damage Coverage
What two Protection plans does Breville offer?
Pre - Sale
Post - Sale
Warranty Coverage
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
Mr. Reyes has a BFP660SIL purchased 10/16/10 and called today saying that the unit will no onger turn on. What warranty option would you offer? Why?
Case # R101236147 indicated that the blender os 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 desescalate this call?
What are the options available for a customer who is OOW?
Free Repairs
25% toward a new purchase
Repairs a a flat fee
40% toward a new purchase
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 units take to be repaired once reaches the warehouse?
3 - 4 business days
10 - 14 business days
7 - 10 business days
What should your notes include? Select all that apply
The resolution
The customer's reason for calling
Troubleshooting steps
What was done to resolve the issue
What is another name for case #?
Packaging slip
Work Order #
UPS #
RMA #
For Puerto Rican customers, units are shipped via ___ and returned via ___
FedEx, UPS
UPS, FedEx
USPS, UPS
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
