Phase 8 - Transfers

Question 1

What is a cold transfer?

Answer 1

Instantly transfer customer without speaking to another Athlete

Question 2

What is a cold transfer called in Genesys?

Answer 2

Instant Transfer

Question 3

What is a warm transfer?

Answer 3

Transferring customer after you talk to the Athlete receiving the call.

Question 4

What is a conference transfer?

Answer 4

Passing call to another athlete while customer is on the line.

Question 5

What is a conference transfer called in Genesys?

Answer 5

Conference transfer

Question 6

What is a warm transfer called in Genesys?

Answer 6

Consult transfer

Question 7

When transferring a consumer, what do you need to do first?

Answer 7

Complete notes and save the case

Question 8

What steps are required when transferring?

Answer 8

Tell customer why you are transferring them.

Tell customer where you are transferring them (give them phone number and hours of operation if appropriate).

Make sure consumer doesn’t have any other questions

Set expectations

Close call

Complete notes and save case

Transfer consumer

Question 9

What are the steps to transfer to an Assistant Coach?

Answer 9

Contact AC before transferring to explain why you believe case should be transferred.

Properly document case prior to transferring

Question 10

What should you do if you cannot transfer case to an AC but generally need to?

Answer 10

Escalate the case

Question 11

What is an AC?

Answer 11

Assistant Coach

Question 12

Where can you transfer a case for Canadian Support?

Answer 12

Commerce
Corporate
Apps and Device Support

Question 13

What can you consult to help you with a transfer if you need to do one?

Answer 13

AKB

Question 14

What is Nike Vision called

Answer 14

MARCHON

Question 15

There are how many MARCHON options to choose from on the IVR?

Answer 15

TWO:
1) Questions related to replacement parts, warranty coverage, technical product support and prescription glasses

2) Questions related to sunglasses recommendations or purchase assistance.

Question 16

When do you transfer to L2?

Answer 16

Question 17

When you do transfer to Corporate?

Answer 17

Question 18

When do you transfer to Swoosh?

Answer 18

Question 19

When do you transfer to ADS?

Answer 19

Question 20

When do you keep, question, or transfer the contact?

Answer 20

Question 21

If call is about a purchase from an authorized dealer, what should you do?

Answer 21

transfer to corporate

Question 22

If a consumer needs help with a password reset, what should you do?

Answer 22

keep the contact and reset the password!

Question 23

If consumer is asking about a job, what should you do?

Answer 23

Keep call. Educate consumer on where to access information on jobs at Nike. Do not transfer.

Question 24

If shoes are defective, what must we do?

Answer 24

We need to determine where and when the consumer made the purchase in order to determine how to best assist them.

Question 25

Who handles retail feedback?

Answer 25

Corporate

Question 26

If a consumer asks to speak to a supervisor, what should you do?

Answer 26

Ask questions about why they want to

Assist if you can

Route to appropriate department if needed

Question 27

When do we use a cold transfer?

Answer 27

When consumer needs to be transferred to a different business line (corporate ADS, Swoosh, MARCHON)

Question 28

What does ADS stand for

Answer 28

App and Device Support

Question 29

What are the steps to transfer to L2?

Answer 29

Reach out to CA
L2 will send their extension
Athlete will use instant transfer option*