Half time assessment Part 1-2
"I'm pretty sure you received your shipping confirmation email." This statement portrays confidence.
false
A skillet was used by Bowerman to create a new and innovative running shoe outsole
false
Do Nike By You orders include a prepaid return label and packing list?
false
Generally, it's okay to provide a promo code or to refund shipping if a Consumer experiences a weather delay.
false
If the Consumer is already a Nike Member, there is no need to mention it.
false
If the Consumer requests their Product Voucher number over the phone, we can give it to them.
false
It is not important to ask appropriate questions when assisting Consumers to efficiently and effectively assist them. They'll tell us what we want or need to know.
false
It is okay to use your Nike Email to reach out to Consumers.
false
It's okay if our feedback doesn't make complete sense. The reader can view the rest of the case, so they will get the full story.
false
It's okay to wear competitor brand footwear to work, as long as they are sport shoes.
false
Percent off promo codes may be used in combination with free shipping promo codes, and can also be used with other percent off promo codes.
false
TRUE OR FALSE? Paying attention to every detail does not help learning about the goals and motivations of an Athlete*.
false
The Cases for Parent Person Account shows...
all previous Cases from the specific Consumer
The Case History pane shows...
all previous actions taken on the specific Case you're viewing
The "Entertainer" Consumer personality type is someone who wants to know why, when, who, what, how, and everything in between.
false
The Nike Training Club app doesn't provide step-by-step tutorials for over 185 workouts. It simply provides athletes* with motivation to take their workout to the next level
false
It takes an average person ____________ to understand a sentence that uses a negative approach than a positive one.
almost twice as long
True or False: Flagging will only be on a profile to indicate risks from that Consumer
false
To truly understand what your Consumer wants or needs, we should:
ask open-ended questions.
True or False: If you end a chat with a Coach and restart it on the same Case, you are guaranteed to get the same Coach.
false
True or False: Interests and Events can be edited on the Consumer Profile.
false
True or False: Leaving a comment that references another case is the same thing as parent/child?
false
True or False: You can search for AKB articles from the Huddle tab in the footer of Swoosh Desk.
false
We have stock replacement items if the Consumer believes that they are missing a special component to their product.
false
When changing an order, items not modified will show on the child order.
false
You don't have to be sincere when showing empathy. It's okay to fake it.
false
You represent Nike, and should only consider Nike's perspective when interacting with a Consumer
false
Using words like: "didn't, shouldn't, should have" has a subtle tone of
blame
An open ended question _____.
can help you understand the Consumer
When a Consumer is frustrated, the situation should become ____.
collaborative. You and the Consumer, working together to resolve the situation
Missing items means that:
he Consumer believes that items are missing from their order.
Which is an example of recognizing the Consumer's wins and achievements?
"Congratulations on making the team, I'm so excited for you."
What is a more positive way to say: "You need to ..."
"Please make sure you ..."
How much money did Phil Knight and Bill Bowerman put in to create Blue Ribbon Sports?
$500.00
How many days do Consumers have to download their exported data after Production Support uploads their files to BOX?
3
How many days does Nike have to complete a Consumer's GDPR request?
30
If we find the product the Consumer is looking for in a Nike Store, _____.
A and C
A product's feature is ____.
A specific detail or fact about the product.
Why would a Consumer be presented with an error code of 041J?
A variety of reasons including payment, billing and address errors. Never assume that error code 041J automatically means fraudulent behavior.
What is the best way to quickly view an AKB answer that you regularly use?
Add it to your favorites in the AKB
Asking the right questions can help you:
All above.
You need to create a case for which of the following contact types?
All calls and contacts.
If you mark yourself unavailable in Swoosh Desk...
All of the Above
Knowing our Consumer's needs and expectations make a contact great. Which steps below help you learn about the Consumer's situation?
All of the Above
Case comments should include:
All of the above
Case comments should include: A
All of the above
How can Consumers check their order status?
All of the above
Theft is
All of the above
To demonstrate that we understand the Consumer's needs, we must:
All of the above
Verify is an important step in a great contact because:
All of the above
We can build rapport with Consumers who contact us by:
All of the above
What is the best way to get better shifts?
All of the above
What was significant about Max Air technology?
All of the above
When working with the Consumer personality type, the "Feeler", we should remember to:
All of the above
Where can Consumers redeem their Nike gift card?
All of the above
Where can Consumers register to become a Nike Member?
All of the above
Why is proper documentation important?
All of the above
o demonstrate that we understand the Consumer's needs, we must:
All of the above
ow can you stay up-to-date with your Nike product and technology knowledge?
All of the above
After an order is cancelled, what happens next?
All of the above.
Being late for your shift can result in ______.
All of the above.
From the Footer, you can:
All of the above.
If your price modification request is over your threshold and the Assistant Coach denies your request, you should:
All of the above.
One of the main reasons why we find it so challenging to deliver difficult messages to Consumers is that
All of the above.
The Nike App:
All of the above.
The Nike Run Club app:
All of the above.
The word "but"
All of the above.
Clicking the style number in Swoosh Desk will show:
All the Above
A consumer may request their personal data to be:
All the above
Selecting the Purpose of the Case is important because it...
All the above
The Consumer mentions they are experiencing an issue on the website placing an order. They are receiving an error code. What should we do first?
Ask for the error code.
Which of the following is not part of providing an excellent Nike Consumer experience?
Being highly technical
If you cannot find a product the first time you search for it, you should ...
Both A & B
To confirm if the Consumer is affected by a weather delay, we should: \
Both A & B
If the product is out of stock on Nike.com, we should:
Both B and C
Where do you start a chat with an AC or Coach?
By clicking Coach Assistance in the footer of the Case where you need help
Returns, cancellations, exchanges, and order modifications will not be completed in Swoosh Desk at this time. Which tool will we use to complete these actions?
CSP and ESP
What are you unable to do on the Consumer Profile page?
Cancel an order
What's the first troubleshooting step to have the Consumer try?
Clear cache and cookies.
How do you create a new Case in Swoosh Desk?
Click the down arrow on the open tab and select Calling Consumer. A new Case is automatically created after clicking Save and Continue
Which of the following is the first step to update a Status in Swoosh Desk?
Click the pencil icon in the Status field
Why is it important to capture case comments in Swoosh Desk?
Comments allow you to write anything you want to remember about the Consumer as you move screen to screen, details that aren't captured anywhere else in Swoosh Desk, or details you want to share with teammates for escalation and call back purposes.
CSP contains:
Complete Consumer order history.
How often are The Huddle & AKB updated?
Constantly
Once you are viewing a Case, where will the flags be visible?
Consumer 360 view
What are prank contacts?
Consumers asking inappropriate questions or do not have a legitimate Nike question or concern.
What are disconnected contacts?
Consumers who may not respond to questions during a chat or call.
What are ghost contacts?
Contacts where you are unable to communicate with the Consumer.
The AKB that appears within a case will show results based on:
Country, Business Unit & Purpose
"I am constantly curious" is a behavior of which Maxim?
Create The Future of Sport
What's the difference between fraud cancellation with a username of DOMS and another other username?
DOMS means that it was cancelled by the system and any other user name means that it was cancelled by a member of the Payment Review Team.
What are the two types of GDPR requests we cover in GDPR readiness training?
Delete & Export
What are Nike Member Rewards?
Digital cards that are stored on every member's profile in the Nike app.
"I fearlessly share my thoughts" is a behavior of which Maxim?
Do The Right Thing
What are the two parts to Get the Win?
Do what's right, trust your instincts + Get them excited about what comes next.
Select 'Guest' only if the Consumer:
Doesn't want to provide information at this time.
What are Reserved for You invitations?
Early access to our latest drops, member-only products and your favorite gear reserved in your size.
When you FEEL the emotion of another person, this is...
Empathy
If none of our troubleshooting steps resolve the error code, what should we do next?
Escalate the case. Document the error code and message, and clearly explain all the troubleshooting you and the Consumer tried in your notes.
What type of information does the Universal Search Bar search in Swoosh Desk?
Everything including Consumer profiles, regardless of timeframe
How often should you document contacts?
Everytime
If a Consumer reports that an image in their Nike By You order confirmation email doesn't match their customization selections, we should first pull up CSP to confirm the order, then pull up _____ to verify the customization ordered
FC Tool
If a Consumer reports that an image in their Nike By You order confirmation email doesn't match their customization selections, we should first pull up CSP to confirm the order, then pull up _____ to verify the customization ordered.
FC Tool
It's not important to troubleshoot the issue the Consumer is experiencing, we should just place the order for them instead.
False ; we should at least attempt to troubleshoot the issue before offering to place the order.
Which of the following is an example of a product's feature?
Fiber content
What does GDPR stand for?
General Data Protection Regulation
What Purpose should we select if a Consumer is asking about their gift card balance?
Gift Card Assistance
A product's advantage is ____.
How that specific feature and benefit give a specific Consumer an advantage.
Which of the following is not a cross sell to a pair of Air Jordan basketball shoes?
Hyperdunk basketball shoe
You are attending an internal meeting previewing next season's footwear line. You see the newest product from your brother's favorite athlete and take a picture. You text it to him and tell him not to share it. Is this okay?
I would be putting Nike at risk by sharing a product that has not been released.
Which is the best example of warmly welcoming the Consumer?
I'm more than happy to help you with this today.
Is it acceptable to sell your Nike stuff?
It is against Nike policy to sell or trade Nike product.
Which of the following examples is not a way to proactively offer help?
It looks like your order is expected to deliver on or before Thursday.
When should you open a second browser or tab of Swoosh Desk?
It should never happen
Which of the following is not a way to make the most out of your conversations with the Consumer?
Know how to say no.
When a Consumer is frustrated, you should ___.
Listen actively
How can you check to see if the order was placed within 30 minutes?
Look at the Order Summary screen in CSP. Next to the order date is a GMT time. Hover over the 'i' icon for conversion.
What should you NOT do when a Consumer is frustrated? A
Match their tone and volume
"I'm sorry I couldn't be more helpful" is an example of:
Negative Phrasing
Where will you find a copy of every survey you receive?
Nike Email
The Consumer is looking to purchase a pair of running shoes and running shorts. If the opportunity arises, which app should you recommend for the Consumer to check out?
Nike Run Club
During your conversation with the Consumer, they mention that they absolutely love Nike and all of our products. Which app includes stories and information about what inspired famous designs?
Nike SNKRS
Appropriate work attire includes, but is not limited to
Nike branded sportswear.
Where can a Consumer find the Launch calendar?
Nike.com
If the Consumer is ready to purchase a pair of running shoes, we should:
Offer to place the order for them.
What does it mean when a Consumer's order was cancelled by the Payment Review Team?
Order went through successfully but then cancelled by the Payment Review Team for a variety of reasons. NEXT
The Order Details tab lists all of the orders:
Placed Under the consumers
Emotions can be separated into two categories.
Pleasant and Painful
What is one of the most powerful tools we have to help us deliver a difficult message
Positive language.
What is one of the most powerful tools we have to help us deliver a difficult message?
Positive language.
In Swoosh Desk, the red color flag indicates:
Potential Fraud
When a Consumer returns their product back to Nike, what are they refunded for?
Product and tax amounts only
What purpose should you select when assisting a consumer with GDPR?
Profile Support
Define an open-ended question.
Questions that don't have a 'yes' or 'no' answer.
What important information should you verify BEFORE chatting with an Assistant Coach?
Reason & amount of discount request
If the Consumer wants help choosing the perfect running-specific product, we should:
Recommend Nike Experts
My coworker posted some rude comments about a Consumer they interacted with today. What should I do?
Report it to a manager immediately.
If you cannot find a product the first time you search for it, you should ____.
Search authorized retailer web sites and suggest an alternate product
How do we refresh our screen in Swoosh Desk?
Select the drop-down arrow on the tab in Swoosh Desk
"I seek to always do better" is a behavior of which Maxim?
Serve Athletes*
Which of the following is NOT one of the four service behaviors?
Serve Athletes*
If the Consumer wants to return an item and it's been more than 30 days:
Shoes and apparel must be unworn, unwashed, and with the original packaging/tags to be returned for a refund.
What's the first thing we should do once the Consumer mentions they are experiencing site issues?
Show empathy.
It's best to be ______ when communicating with a Consumer.
Specific
Which system will you use to review a Consumer's contact history?
Swoosh Desk
When you AGREE with the thoughts of another person, this is...
Sympathy
What is the AKB?
The Athlete Knowledge Base, your source of truth for Nike process, policy, and information to serve the Consumer
To edit information in the Consumer 360 bar, click:
The Consumer's name
Which of the Consumer personality types is the one that wants you to be on the same level as them through a personal connection and humor?
The Entertainer
Which tool is constantly updated with Nike processes, policies, and procedures?
The Huddle
What is a Resolution?
The action you took on a Case
What is a personal best?
The best time or score ever achieved by an athlete in a particular event
The Knowledge pane on the Case Interface provides you with...
The most relevant AKB articles based on the selected Purpose
What does it mean when a Consumer's order was cancelled by the system?
The order is cancelled based on a series of rules within the systems used to identify potential fraud.
What does backorder cancel mean?
The order was cancelled because the item was out of stock.
When providing products and solutions for a Consumer, it's best to recommend _____.
The product that provides the most benefit for the Consumer.
How's the Consumer refunded if the entire order was purchased using a gift card or product voucher?
The refund is applied to the gift card/product voucher.
I clearly overheard my co-worker telling someone about a product launch that is not on the calendar. I should just mind my own business.
The worst thing I can do is pretend like nothing happened.
Which of the following fabrics keep cold air out and warm air in without extra bulk or weight?
Therma-FIT
My coworker is offering promo codes to their friends in exchange for discounts at the businesses where they work. Is this appropriate?
This is Promo Code abuse and I must report it.
If the Consumer says that their Nike product has a flaw and it was purchased at Footlocker, we need to:
Transfer to the Consumer Affairs team to look into claim options
It is possible to view, forward or resend an automated Nike.com email sent to a Consumer about their order.
True
Product Vouchers are sent via USPS and arrive in 7-10 business days
True
Returns are processed within ___ business days after they're received by Nike.
Two
Listening for comprehension is all about:
Understanding the content
Nike is named after the Greek winged goddess of _____.
Victory
A product's benefit is ____.
What that specific feature is designed to do for any Consumer.
What is Flyknit constructed of?
Yarn
Why is it important to Invite Them In?
You make the Consumer feel welcome and that they belong.
One way NOT to convey empathy is to...
interrupt when the other person talks to share your own feelings
Upselling:
involves persuading a Consumer to switch their purchase decision to a more expensive product.
If I hear or see something that does not seem right, I should
report it to a manager or HR immediately.
Missing order means that:
the Consumer received an email that the order was delivered and we show the same information in our system, but the Consumer cannot locate the package.
The Nike Maxims are
the foundations for both the Brand and the Consumer experience.
When you are delivering a difficult message, the impact can be softened by _________________.
the use of positive language
"I'm sorry your order has not arrived yet. I'll be happy to check the status for you and see what is happening."" This is an example that ensures the Consumer knows we understand the reason they are contacting us and that we are ready to help."
true
A great way to upsell a product and meet the Consumer's personalized needs is to offer Nike By You when appropriate.
true
A skilled communicator should be aware of common barriers to communication and try to reduce their impact by continually checking understanding and by offering appropriate feedback.
true
After an order is placed, we have a brief period of time to cancel items or make allowed modifications.
true
Anytime that we need to alter the original value of a product or order, we can consider it a price modification.
true
Asking open-ended questions is the best way to get a more detailed response from your Consumer.
true
Asking questions and carefully listening to the answers you receive will help you to find out which benefits and advantages are important to your Consumer.
true
Consultative selling is educating the Consumer and helping them to solve a problem or achieve a goal.
true
Consumers view us as subject matter experts and expect us to know all about Nike products.
true
Documentation is important because the business (Nike) needs to know why Consumers are contacting us.
true
I understand what Empathy is and how to incorporate it into my interactions with Consumers.
true
If the Consumer's order has shipped, we should check the carrier's web site for tracking information to provide to the Consumer.
true
If the Consumer's order is missing, we'll need to set up a tracer.
true
If you (or the Consumer) notices a typo on Nike.com, you should submit a Nike Support ticket and take feedback in Swoosh Desk.
true
If you capture Consumer feedback about a product, you should also list the product name or style code.
true
If you have to deliver a difficult message to a Consumer, it is a good idea to reference the AKB suggested scripts and standard text.
true
It is important to check that the Parent incident remains escalated if necessary
true
It is important to check that the Parent incident remains escalated if necessary.
true
Knowing the benefits associated with the features gives you a descriptive vocabulary to describe the product's intended fit, feel, and performance.
true
Nike Members receive free ground shipping on every order.
true
Nike Membership connects you to exclusive shoes and gear, events, athlete stories, and running and training programs to help you reach your potential.
true
PiD is an awesome way for a Consumer to express themselves on their Nike By You product.
true
Product Vouchers are sent via USPS and arrive in 7-10 business days.
true
Remaining professional and only sending your email to intended recipients are two important things to keep in mind when utilizing your Nike Email.
true
TRUE OR FALSE? Every Athlete* should be invited to become a Nike Member.
true
TRUE OR FALSE? Interactions must be adapted to the needs of the Athlete*.
true
The "Controller" Consumer personality type is someone who wants their issue resolved and wants it resolved now.
true
The AKB is where you go to find processes, procedures, and instructions on how to carry out your day-to-day work.
true
The Consumer may not like what you have to say. They may still like you for how you said it.
true
The Order Details tab lists all the Nike.com orders placed under the Consumer profile.
true
The category of a Child incident should match the Parent incident.
true
The first step to resolving a missing order or tracer incident is to show empathy.
true
The four Consumer personality types are the controller, the thinker, the feeler, and the entertainer.
true
The key to exceeding the Consumer's expectations is to build rapport.
true
The largest percent off promo code that an Athlete can generate is 20%.
true
To upsell and cross sell successfully, you'll need to actively listen to the Consumer's needs and wants and think outside of the box.
true
True or False: Always include a subject to identify the type of request.
true
True or False: New Huddle posts will be indicated with a red dot where the Huddle tab is displayed in the Footer
true
True or False: When starting a chat with a Coach, the Case that you need help with must be the active tab in Swoosh Desk so your Coach can see it.
true
True or False: You will escalate everytime you cancel a tracer
true
Using phrases like "I am afraid that ..., I think ..., maybe if ...", can make you sound like you lack confidence.
true
We have to rely on our communication skills to deliver outstanding service to our Consumers because we don't have the advantage of non-verbal communication such as facial expressions, eye contact, and body language.
true
We should follow up an empathy statement with options of how we can help.
true
When a gift card / product voucher is refunded, the gift card / product voucher will be in a link in the body of the return confirmation email.
true
When dealing with a price modification over your threshold, you must always document in your notes the name of the Assistant Coach who assisted you.
true
When resolving a missing items scenario, we should confirm that the item is, in fact, missing. Sometimes items ship from different warehouses and the missing item could still be en route.
true
When we Greet the Consumer, we should warmly welcome them and confidently demonstrate we're able to help.
true
When we Make it Personal, we adapt the interaction to the Consumer's specific needs, giving them an individualized service journey that makes them feel valued, special, and even more connected to Nike.
true
You have ownership of the situation and the Consumer is looking to you for help.
true
What is a more positive way to say: "Do you have any questions?"
what questions do you have
A difficult message is
when you have to tell your Consumer the last thing they want to hear.
Positive phrasing and language uses words like:
will, help, can, able.
One of the biggest mistakes you can make with your passwords is
writing it on a post-it note.
When cancelling an order ____.
you can cancel a line item in an order