1) Consumer calls saying her washer was just installed and is moving across her floor and shaking bad. What can we do for her? a) Nothing b) Refer to Store c) Hire Handyman d) Work Order - Install Check 2) How long will the HDA hold an appliance at their warehouse? a) 1 Week b) 30 Days c) No time limit d) 3 Months e) 45 Days f) 60 Days 3) Consumer calls to advise they are moving from 123 Green Rd Memphis TN 38127 to 1147 Yellow Rd Memphis TN 38127. Can we change this? a) No b) Yes  c) Sometimes 4) THD calls to advise the house number on address is 123 Green Rd Memphis TN 38127 but should be 1123. Can we change this? a) No b) Yes c) Sometimes 5) THD is calling to advise the consumers Samsung Washer is Damaged at time of delivery. What can we do for this Call? a) Refer to Vendor b) Call the Store c) Process Replacement d) Call HDA 6) Consumer calls in and order does not pull up when you click on the CSO what type of order is this? a) Legacy Non HD-Order b) Track & Trace c) Vendor order 7) When do we check Product Availability? a) Moving Delivery Date in b) Replacements c) Substitutions d) Customer Inquiry e) Never 8) What Program do you check Product Availability for a Costco or Wayfair order? a) Track & Trace b) EBS c) Salesforce d) homedepot.com 9) When does a consumer have to call in by to report any damages or defects by? a) Whenever they can b) 48 Business Hours c) 72 Business Hours d) No Time Limit 10) What link do you select in the links folder on your desktop to get into EBS? a) Salesforce b) GEA Delivers c) Learning Portal d) Amazon Connect 11) What resources do you have when Call taking? a) HD Assist b) One Note c) Knowledge Base 12) How long after a delivery has been completed can a work order be created for a service not done at time of delivery? a) 1 year b) 30 Days c) 45 Days d) 60 Days 13) How long out can schedule an install check on an appliance? a) 30 days b) 45 Days c) 60 Days d) 1 Year 14) What are M00 Codes? a) Services b) Appliances c) Refunds 15) What Program do you check Product Availability for a Home Depot order? a) EBS b) Salesforce c) Track & Trace d) homedepot.com

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