1) Where can I see my call recordings and scores? a) Outlook b) Salesforce c) Calabrio d) Teams 2) What system do Vendors use to create Replacements/RA's/Date Changes and Substitutions? a) EBS b) ADMS c) HDMS d) Track & Trace 3) THD called to advise consumer purchased an appliance and no longer wants it because it is the wrong color. What should we tell THD to do? a) Order Up b) Process Return c) Put back in Queue d) Process Reverse Logistics 4) Where can I schedule time off requests? a) Salesforce b) Calabrio c) Outlook d) Teams 5) You are having problems trying to add on a service and you want to check if that service is available in the consumer area with HDA. How do you check on this? a) Order Extension Report b) Find My Order c) Where's My Order Report d) Zip Code Report 6) What system will EDI and Small packages order only pull up in? a) EBS b) Salesforce c) ADMS d) Track & Trace 7) What system do we use for OEM/MDO orders? a) Track & Trace b) ADMS c) Salesforce d) HDMS 8) Can we cancel an EDI order? a) Yes - Has to be before it has shipped  b) No - Can never Cancel  9) Do we give RGA's on EDI order? a) No - Never provide an RGA b) Yes 10) What color is a Costco Order in Track & Trace? a) Purple b) Green c) Orange d) Blue e) Yellow 11) Vendor is calling to advise they need a replacement and return processed. What should we ask them first? a) Create replacement/return b) Call back later c) Have they tried HDMS 12) THD calls to advise a unit on a OEM/MDO order was not installed correctly. What do we advise THD? a) Create install check b) Refer to MDO c) Tell them to create in Order Up 13) THD called to advise consumers needs a replacement on a GE unit in ADMS and all save options have been declined. What should we do? a) Process in EBS only b) Process in ADMS only c) Process In EBS and ADMS 14) Consumer needs to change the address on an OEM/MDO order, what do we do? a) Refer to MDO b) Refer to THD c) Change address d) Call THD 15) What system will show every major appliance order that is place through THD? a) ADMS b) Track & Trace c) GEA Delivers d) Salesforce 16) Who/Where do you report time if you are going to be absent or late? a) DT line b) Emergency Contact c) Team Leader  d) Kronos 17) Consumer calls to reschedule delivery date on a GE PENDING order. What system do we change in? a) ADMS b) Track & Trace c) EBS d) HDMS 18) What color is a Return in Track & Trace? a) Yellow b) Green c) Blue d) Purple e) Orange 19) What color is a Reverse Logistics in Track & Trace? a) Yellow b) Blue c) Orange d) Green e) Purple 20) Consumer calls in outside of the 48 business hrs to report unit not working on GE appliance. What can we do do? a) Refer to THD b) Process Replacement c) Refer to CR d) Refer to Factory Service 21) How many orders can we handle per call? a) No Limit b) 1 c) 3 Po's or 2 Replacements d)  1 Po or 1 Replacement 22) Consumer needs to change delivery date on Samsung PENDING order. What can we do?  a) Refer to Vendor b) Change the date c) Send email to HDA d) Call Vendor 23) Consumer called to advise a picked/shipped LG order needs to be rescheduled. Can we reschedule?  a) Yes - if within 30days from arriving at HDA b) No c) Sometimes 24) THD is calling to Cancel a pending order. What do we advise them to do? a) Cancel order b) Order Up c) Call HDA 25) Consumer calls for refund and services have been scanned back. What do we do? a) Refer to the HDA b) Refer to POP c) Process refund d) Email HDA 26) Consumer/THD/Vendor is calling to verify a delivery date. What system should you search in first? a) ADMS b) Track & Trace c) Salesforce

Phase 3

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