CHEWY Flashcards
(87 cards)
1
Q
Chewy Exclusive Brands
A
- American Journey
- Tylee’s
- Frisco
- Bones & Chews and USA Bones & Chews
- Dr. Lyon’s
- Ongaurd
- All Kind
- Tiny Tiger
- True Acre Foods
- Landmark by American Journey
2
Q
American Journey
A
- Kibble and treats
- Manufactured in Kansas or California
- High-protein
- Customers will receive 10% off every time they purchase American Journey through Autoship
3
Q
Tylee’s
A
- Frozen dog food
- Proteins are cooked, not raw
- Shipped in insulated box with dry ice
- Human Grade
4
Q
Frisco
A
- First Chewy Ex Brand
- Hard goods: crates, beds, litter and cat trees
- Discount on first purchase
- Typically under “Deals of the Day”
5
Q
Bones & Chews and USA Bones & Chews
A
- Treats and chews
- Made without preservatives and flavoring additives
- Nothing is ever sourced from China
6
Q
Dr. Lyon’s
A
- Provides that extra boost in food as a supplement
- Joint, hip, stomach, etc problems
7
Q
Ongaurd
A
- Flea and tick preventative
- Similar ingredients to leading brands
8
Q
All Kind
A
- “Being kind to all and kind with prices”
- Fits every budget
- All kinds of products
9
Q
Tiny Tiger
A
-Cat food line for all size cats
-Grain free, 100% balanced
Similar to fancy feast
10
Q
True Acre Foods
A
-Similar recipes from food made with USA raise chicken or beef with real veggies from the farm
11
Q
Landmark by American Journey
A
-Higher in protein, exotic meats aka wild meats
12
Q
3 E’s
A
- ENGAGE with customer
- Enrich the conversation
- Educate for the future
13
Q
Instead of: Youre welcome
A
Use: My pleasure
14
Q
Instead of: No problem
A
Use: Of course
My pleasure
Thats alright
15
Q
Instead of: lady/guy
A
Use: customer
16
Q
Instead of: oh (letter for #)
A
Use: zero
17
Q
Instead of: unfortunately
A
Use: At this time
I’m sorry
18
Q
Instead of: Deal/Handle
A
Use: Help
19
Q
Instead of: Inconvenience
A
Use: I apologize
20
Q
Instead of: feedback
A
use: Thank you for that suggestion
21
Q
Instead of: assist
A
use: I can help you
I can take care of that
22
Q
Instead of: Give me
A
use: may I confirm your…
23
Q
Instead of: give me one minute/second
A
use: give me one moment
24
Q
Instead of: cant complain
A
use: Im doing great
25
Instead of: like I said
Explain to customer again
26
Instead of: went ahead
walk through with them
27
Instead of: bear with me
do not say
28
Instead of: sir/maam
refer to customer by name
29
Instead of: I promise/ trust me
Assure it'll be okay, dont make promises.
30
Greeting
"Thanks for calling Chewy! To ensure you receive top-notch service, this call may be monitored or recorded. This is ________. How can I help you today?"
31
For customers that do not want to create an account
phonenumber@mrcorders.com
| Chewy123
32
AutoShip Frequency
Days, weeks or months
33
Cards accepted
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Card Easy Payment Solution
34
Can you create AS / with only hard goods
No- but you can add hardgoods to next AS order for one time ship
35
What are hardgoods that you can AS?
Items you can run out of: poop bags, treats, litter, food, potty pads, shamp and cond, flea and tick supplies, cleaning supplies
36
What time does AS process?
Between midnight and 2 am. May process up to 24 hours in advance
37
What states do we not ship to?
Alaska, Hawaii and Puerto Rico
38
Warehouse locations
```
Wilkes-Barre, PA (AVP1)
Clayton, IN (CFC1)
Dallas, TX (DFW1)
Mechanicsburg, PA (EFC3)
Ocala, FL (MCO1)
McCarran, NV (WFC2)
Phoenix, AZ (PHX1)
Dayton, OH (DAY1)
```
39
What days do we ship orders?
Tuesday-Saturday
40
Orders placed before __pm will ship same day, after will be next shipping day
4pm
41
Days we do not ship are ___ or ___
Sunday or Monday
42
Do we offer overnight or expedited shipping?
No, only flat rate 1-3 day
43
FedEx Home Delivery hours
8am-10pm
44
Can we ship to POs or military?
No , only physical
45
Warehouse days (pick up, delivery, and processing)
Pick up: M-F
Delivery: Tues-Sat
Processing: Sun-Sat
46
Weight limit for boxes?
68lbs
47
Cutoff time for frozen food
3pm EST
48
Customized items arrive within __
2 weeks
49
Exclusionary Items
Kangaroo products banned from California
| Natures Miracle banned from new mexico and Indiana
50
When does Chewy get paid for an order?
When the order ships from the warehouse
51
It can take ____ business hours for tracking to update
24-48 hours
52
Tracking wont update ___
on weekends or holidays
53
FC
Fulfillment Center
54
Ship Scan
The final scan inside Chewy FC before going into the truck.
55
Received Scan
It is the first inbound scan within carrier facility.
56
EDD
Expected Delivery Date
57
PDD
Promised Delivery Date
58
Carrier Details
Additional details from carrier
59
Action
Account needs certain action taken
60
Address Correction
Verify shipping address
61
Reship
Replace and offer a concession
62
Places to look for key info on customer accounts
Customer level comments
Order history
Return history
63
What do you verify when call starts?
Name and phone number
64
How do you switch to customer?
Back office > Look up customer > switch to customer
65
Order screen: S.I.P.
Verify shipping address, item summary, and payment info
66
Do we price check other companies?
No, we only honor our own past prices
67
P Status
Pending- when items are in active cart
68
C status
Complete- the order has been placed and the payment has been approved through auth hold
69
R status
Released- the order is being packed and waiting to be picked up from warehouse
70
S status
Shipped- shipped and has tracking info
71
D status
Deposited- the payment has been process and customer is charged
72
X status
Canceled- the temp hold with fall off with 24-48 hours
73
E status
CSR Edit- editing order
74
L status
No inventory- discontinued item
75
A status
Payment Review- Autoship payment is declined
76
B status
Backordered- autoship order item is backordered
77
Order of statuses
```
P-pending
C- complete
R- released
S-shipped
D-deposited
```
78
Editable Statuses
CABLE
79
Non Editable
DRXSP
80
3 types of comments you can leave on an account
Customer level
Order level
Autoship level
81
Promos applied need comments left on what level?
Both customer and order
82
Parent order vs child order
Parent order is specific items in autoship
| Child order is each order that has been/ will be shipped out
83
What can you do to an AS
Change AS, skip shipment, reschedule, change next fulfillment date, trigger or cancel AS
84
Why do customers get multiple charges?
When items are shipping from different warehouses
85
How do you unsub customer from communication?
Back office> Chewy Forms> Unsub form
86
Can you reset customer password?
We can send password reset to email and walk them through
87
What status lets you change payment on order?
A status
