Why do we want our customers delighted and not merely satisfied?

What is our #1 rule as Customer Delight Specialists?

What are the different tools that we have in order to address our customer's needs?

Our 10 year foliage warranty applies to what non-clearance products?

What if the item under warranty is already phased out and they need a replacement part?

What is the difference between the clear lights and Candlelight LED lights?

If the customer would like the item to be shipped to a PO Box/APO address, what is the alternative?

What are the shipping options we provide to our customers?

What is True Needle Technology?

How do I track my order?

How many coupons can a customer use?

Do customers have to pay sales tax?

When does Balsam Hill charge a customer's credit card?

When can customer's add a coupon?

Are Team Manila Customer Delight Specialists able to place orders for customers?

Where are Balsam Hill's return centers located?

Are all items under the clearance sale covered by a warranty?

What are the first steps to troubleshooting a tree when the whole tree won't light up?

True or False: It is best to shape your tree starting at the bottom and working your way up.

What is the best location to set up a lighted tree?

What are the three criteria that will be considered "out of policy"?

What is the warranty for trees over 12' tall?

True or False: Balsam Hill trees delivered to the Philippines are covered by the warranty policy.

Do we have warranties on accessory products?

Is it important to follow the HEARD guidelines on all interactions?

What are the technical tools that were discussed that will assist us in helping customers, and when are these used?

Our best recommendation for customers who want to feel and see the actual tree foliage is what?

What is the foliage warranty on the Berkshire Mountain Fir?

A customer made a mistake on the order - can it be canceled?

What options does a customer have it they want an easily set-up tree?

Can a customer still take advantage of an item's sale price if they missed the sale by a few hours?

Can we offer a complimentary light strand for out of warranty trees that have a lighting problem?

What is the most missed step of HEARD

What are the exclusions from warranty for li

What are some great questions to ask before proceeding to troubleshooting?

Why do we need to use the Feel, Felt, Found method?

Do we ship BH items to countries in Asia?

Can we change the shipping address if the status of the order is in "Pending Shipment"?

Where do we find the Knowledge Base in Salesforce?

Should we always check order notes when we handle a case?

Does Balsam Hill offer personalization?

What are the top 3 inquiries handled by Customer Delight Specialists?

Can we ship items to Alaska, Hawaii, and Puerto Rico?

Do we offer replacement of product if the customer changed his/her mind about the item?

If a customer refused to work with us and just wants to return the item purchased, will they be issued a full refund?

Issuing a refund is a great tool to pacify a customer?

How much do we charge for shipping within the continental US?

The time stamp seen in Volusion is in what time zone?

Name 3 parts of the tree not covered by warranty.

Customer missed a sale. What do we do?

What is the main screen of Salesforce called?

If the customer orders and checks out by 9:30am PDT, when will their order ship?

If one section of a tree is not lighting up, Balsam Hill will replace the whole tree.

How many branches are included in the Small Branch Sample Kit?

How long does it take for a customer to receive a tracking number?

Are all Balsam Hill lights battery operated?

What does Instant Evergreen mean?

What is the warranty for wreaths and garlands?

What items are excluded from warranty?

What is the indicator that an item is on clearance?

All trees come with a stand, but will all potted trees come with pots?

If a branch comes loose from the center pole, can the customer replace the hinge pin?

If a tree is purchased on Dec. 20th, can the tree be returned within 30 days?

What is the Customer Delight Specialists #1 responsibility?

What is another name for the Magic Tree Finder?

How is the Feel Felt Found helpful in handling customers?

Where do you place your notes in Volusion once you have finished speaking with a customer?