How many nights do our customers have to try the bed?
What size is the Casper Box
40 x 30 x 10
20 x 21 x 41
15 x 30 x 55
20 x 20 x 20
What is the price of a TWIN mattress in USD?
What is the price of a TWINXL mattress in USD?
What is the price of a FULL mattress in USD?
What is the price of a QUEEN mattress in USD?
What is the price of a KING mattress in USD?
What is the price of a CALKING mattress in USD?
What are the dimensions of a TWIN mattress?
39 x 75 x 10
40 x 76 x 10
29 x 80 x 10
What are the dimensions of a TWINXL mattress?
39 x 80 x 10
45 x 80 x 10
33 x 75 x 10
What are the dimensions of a FULL mattress?
54 x 75 x 10
55 x 75 x 10
60 x 80 x 10
What are the dimensions of a QUEEN mattress?
65 x 80 x 10
70 x 80 x 10
What are the dimensions of a KING mattress?
76 x 80 x 10
75 x 80 x 10
80 x 80 x 10
What are the dimensions of the CALKING mattress?
72 x 84 x 10
75 x 85 x 10
60 x 86 x 10
76 x 80 x 10
What percent APR does Affirm offer?
How long is Affirm financing?
What is the total weight limit of the Casper?
How long is the warranty?
How many inches of latex are in the mattress?
How many inches of memory foam are in the mattress?
How many inches of polyurethane are in the mattress?
How much does the TWIN Casper weigh?
How much does the TWINXL Casper weigh?
What is the weight of a FULL Casper?
50- 60 LBS
What is the weight of the QUEEN Casper?
What is the weight of a KING Casper
90 - 100 LBS
1 million LBS
What is the weight of a CALKING Casper?
How much does a Casper box weigh according to UPS?
How many weeks is a typical adjustment period for the bed?
How long does a customer have to wait before they get a topper?
If a customer notices any sloping or indentations in the bed after a short period of use, what is the first question you ask them?
How much do you weigh?
What is the temperature of the bedroom?
What base is the Casper on?
Where do you place orders for covers?
What is an essential step in recording any adhesive issues?
slacking Andrew with the order number
obtaining pictures of the damage
issuing a 100 dollar apology
What surfaces/bases are always ok to be used in conjunction with the Casper?
platform bed with a flat wooden base
What do you do need to do when UPS damages the actual Casper bed during delivery?
call up UPS Preferred to issue a complaint
obtain documentation of the damage to forward along to Liesl
send them a return label to ship the bed back
When coordinating a return with a Casper friend, do we pay for the transportation of the Casper from the customer to the friend?
Yes, we can order them an Uber!
They can take their own transportation and we will reimburse them.
They have to pick up their free Casper on their own.
If the Salvation Army can not pickup the Casper, do you immediately schedule a pickup with 1-800 Got Junk?
No, you ask the customer is they are willing to drop it off at the Salvation Army and you will compensate them for their gas and transportation.
You look into new and existing End Destinations where we may be able to donate the Casper.
Yes, you want to get it out of the customer's home as fast as possible.
If the customer would like to know what time the Salvation Army is coming by to pick up their Casper, when can you tell them to expect them to come around?
Sure! You will schedule the pickup according to the customer's preference.
The Salvation Army will allocate a time slot for the pickup after 7am on the day of the pickup, not earlier.
The Salvation Army can not give out any time frames so the customer should just leave the Casper outside if they know they won't be home.
What is the first step to take in Spree when starting the return process for a customer?
Create a reimbursement
Add a payment
Create a return authorization
Which special instructions do you need to leave for the Salvation Army driver?
Send an email to email@example.com
Please leave a receipt
What do you do if a customer needs to change his or her 1-800-GOT-JUNK appointment time?
Email the customer with the template called "Reschedule: 1-800-GOT-JUNK"
Email the customer and ask them to call 1-800-GOT-JUNK with the Job ID #
Email 1-800-GOT-JUNK with the Job ID # and ask for the new time slot
Why is it important to leave internal posts on a case in Salesforce?
So the CX team has as much information as possible for tough cases
So the customer can read them and understand our workflow
So the CX team can reassign cases every morning before 9:30 AM
What do you do when a customer sends a Salvation Army receipt as a new case in Salesforce?
Thank the customer, send the receipt to Bekah or Howard, issue a return in Spree, and mark the case as "Solved" in Salesforce.
Thank the customer, put the receipt in the Dropbox folder, issue a return in Spree, and close out the case by changing multiple Salesforce details.
Thank Salvation Army, send the return survey to the customer, mark the case as "Closed" in Salesforce, and add an adjustment in Spree.
After a bed is designated as “return to sender” we can reattempt delivery to the customer’s home if they request it.
All of these are steps involved in sending a bed from our office except:
Changing the warehouse
Hitting update shipment
Putting the tracking number in the "tracking box"
Hitting "marked as shipped"
Forwarding an email to the customer with shipping info
A UPS intercept will delay a bed...
0 business days
1 business days
2 business days
We CANNOT remove the signature requirement once a bed has shipped.
If a customer would like to reschedule their delivery to a local will call center other than the will call location listed, you can enter the address in the “new address” section of the rescheduling module. They will need a government issued photo ID to pick up the package.
Which of the following should you track in the Deliveries app?
Beds coming back to us
Tracking no scans
Tracking missed delivery attempts
All of the above
You should include the following when setting up a tracking number in the deliveries app...
The person's name
Their estimated arrival date in spree
A brief description of the issue
If the special instruction is a courier delivery, you contact and schedule the delivery with an intended delivery date in Spree.
When a customer requests the package to be left at the door, what do you do?
Make sure that the signature requirement is off.
Copy and paste the instruction into the UPS Special Instructions space.
If the signature requirement isn't off, follow up with customer.
What time do Special Instructions need to be done in AM?
Does UPS guarantee a call to the customer?
What time does the showroom open on Monday?
The showroom was once Casper HQ.
The frame we use for the bed in the showrrom is available for purchase where? Does it ship anywhere in the US?
Brad Sherman's website, and only in NYC
Casper's website, and anywhere in the US
Amazon, and only in NYC
Mimosas on Saturdays is a thing in the showroom.
45 Bond is open on Sundays
We close at 5 pm on Saturday
Which of these isn't a Doorman delivery slot?
Which courier does NOT deliver Kings
How do you reschedule a UX delivery?
Just reschedule in Bedpost. Nothing else.
Just email UX. Nothing else.
If it's part of a shipment batch, email UX. If it's not, reschedule in Bedpost.
Before what time does an order have to be placed to be eligible for same day delivery in NYC?
Before 10 AM for delivery after 3 PM
Before 10:30 AM for delivery after 3:30 PM
Before 12 PM for delivery after 4 PM
Before 2 PM for delivery after 6 PM
When do the CSVs go over to UX?
10 am & 4 pm
11 am & 5 pm
12 pm & 6 pm
2 pm & 6 pm
Marking the VIP checkbox in Spree results in...
The order being delivered in an Escalade
The order being jumped to the top of the production queue for orders of that size
Elite Foam ensuring that order is manufactured that day, and ships out
To process an exchange *after* the order has shipped in Spree...
Add the new Line Item; create an adjustment for the value of the original Line Item (plus tax); charge/refund any difference in price; coordinate pickup of first Line Item
Add the new Line Item; Create an RMA for the first Line Item; charge/refund any difference in price; coordinate pickup of first Line Item
Add the new Line Item; create an adjustment for the value of the new Line Item (plus tax); refund the original charge
Whilst an order is still In Production, clicking the 'Cancel' button results in the a refund being processed to the customer, regardless of whether they have paid by credit card or by Affirm.
A Return Authorization (RMA) in Spree should be created when...
A customer's return is completed
A customer reaches out to initiate a return
A customer's pickup has been scheduled
The Pegasus shortcut for searching by order number is:
A CXer can process an order over the phone for a customer who is paying with Affirm.
We're not supposed to, but we often oblige when people ask nicely
No. Not at all. Not under any circumstances.
Where a customer has been rejected for financing by Affirm, we can frequently override the decision.
Where a customer has been rejected by Affirm, we advise them the only remaining option would be to complete their order using a card payment.
Imagine a scenario where a customer has paid through Affirm, and wants to upgrade to a bigger mattress or add additional line items to their order. We can add these new charges to their Affirm loan, and this increase will be split out amongst their remaining payments.
Affirm is available in both the US and Canada.
What are the three things you’re supposed to take into consideration while finding a new home for your Casper?
Cost, Reliability, Proximity
Cost, Professionalism, Proximity
Cost, Reliability, Professionalism
Cost, Professionalism, Popularity
What should a Friend of Casper’s first interaction with our customer be?
Coordinating pickup with the customer
Giving the customer a 15 minute head’s up before coming to pickup
Greeting the customer in-person upon arrival at their home
Never, Friends of Casper should hire professionals to pickup the Casper for them
How much does it cost to use the standard services of 1-800 Got Junk?
When is a charity most likely to be open:
Who do you make an end destination for?
Charities that pickup mattresses
Charities accepting mattress donations without pickup capabilities
All of the Above