THD Trivia

A vibrant, engaging image representing customer service, with elements like a phone, appliances, and a friendly representative assisting customers.

THD Trivia Challenge

Test your knowledge with our comprehensive THD Trivia quiz! From cancellations to appliance delivery, this quiz covers essential customer service guidelines that every associate should know.

Key Features:

42 engaging questions
Multiple choice and checkbox formats
Improve your knowledge

42 Questions10 MinutesCreated by HelpingHand156

Jane calls in to have an item returned as she no longer wants this item. You review the order and see that it is an instore return only? What would you advise Jane?

� Reach out to resolutions.

� Advise Jane that the item should be returned to the store.

� Call the store to process the refund

� All of the above

When do we create an item pick up case?

If a return was created with ups as a pickup carrier but customer does not have a box

Item is too large for UPS.

Customer adamantly requests

All of the above

What steps should be taken when a return is denied?

A.Copy email to customer

B. Direct customer to call TRE

C.Contact TRE and advise of the situation

D.A&B only

What should be done if the customer requests to reschedule an appliance delivery appointment to an earlier date?

Call the OEM

Call the MDO

Call ghosts busters

All of the above

We should contact the OEM if the customer says that no longer wants an appliance.

True

False

When should a customer report damages to get a replacement?

Within the first 48hrs

Within 30 days

72 hrs after the item has been received.

4 days after delivery

Home Depot will provide the military exchanges the ability to see Major appliances to the following customers:

Airforce

Pro

Navy

Army

What article should we use to assist with Failed Validation /Awaiting Validation?

12372

11424

13272

When should you contact CH Internal Res Chat?

1. Customer requesting supervisor.

2. Customer qualifying for markdown between $500 and $1000.

1 only

2only

If a customer requests a supervisor what should be your first action?

� Provide the customer with a supervisor without attempting to assist.

� Attempt to De-escalate to provide a resolution.

When the store calls on behalf of the customer what two pieces of information do we need to verify the order?

� First and last name on order

� Order number or Phone number

� Billing address

� Email address

When we position information effectively what VOC area does that impact ?

� LTSA

� CES

� ASAT

Why is it important to recap all interactions?

� To ensure that you have taken care of all the customers’ request.

� To review all that was done on the call

� Reassuring the customer of the steps that you have taken.

� All of the above

What parts/services cannot be added after a MA order has been placed?

� Stacking kit

� Pedestals

� Haul away

� Ice makers

How long should you wait when a request for supervisor was sent in the CH Internal Escalations Group before going to external RES?

� 5 minutes

� 2 minutes

� Until a response is received

We can provide markdowns for :

� Missed time at work.

� Damage allowance

� Personal injury

When a customer requests a markdown, we should:

� Offer the customer $150 at once.

� Negotiate amounts based on whether the item is GM or Ma within our limits.

� Do not markdown.

What is the maximum amount we can provide a customer with GM ?

� 10%

� 20%

� 25%

� 5%

What reason should be used when giving a markdown for Damage allowance?

� Reason code 45

� Reason code 2

� Reason code 8

� Reason code 4

How should a markdown be discussed with customers ?

� In dollar amounts

� Percentages

Estimates

� All of the above

When should you go into Default on AVAYA?

1 minute before start of your shift

10 minutess before the start of your shift

30 minutes before the start of your shift

A customer placing an order for a major appliance on the HD website qualifies for the military discount.

True

False

If a customer order went into pending cancellation on 4/20, what is the date that we can submit a quick path?

04/25

04/26

04/21

04/22

___________________ automatically applies to purchases made online and instore up to $400 per calendar year.

A. Promo code

B. Customer satisfaction discount

C. Pro customer discount

D. Military Discount.

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