Slide 1 Slide 2 0:00 • Create and edit customers in CVCC • Place and modify orders in CVCC • Upgrade shipping on an order in CVCC • Apply line level and order level adjustments to an order in CVCC • Understand and explain when Athletes are charged for their order Slide 3 TIMING: 2 minutes DO: Summarize the objectives on the slide Slide 4 0:02 Placing an order for a customer is one of the top reasons Athletes contact us. It is very important to understand the customer experience on our website along with our internal order system (CVCC) to most efficiently assist our customers with placing an order. TIMING: 1 minute DO: Summarize the text on the slide. SAY: Please take note that only 1 agent can be in the order at the same time. If an order that needs to be escalated to Tier 2 or a Chat PF, the agent must put the order on hold before Tier 2 or Chat PF can access it. They can take it off of hold to enter and process the order. If the agent does not put the order on hold the call will disconnect the customer as soon as Escalations enters the order. Slide 5 Athlete has a promotion or coupon that is not applying to an order Athlete has a price match request 0:03 TIMING: 1 minute Athlete has questions regarding ship methods or needs help expediting the order Athlete has questions about the product(s) they are ordering Athlete needs assistance with check out SAY: A customer may need help placing an order for these reasons [read reasons on the slide]. Slide 6 Slide 7 0:04 TIMING: 10 minutes DO: Share your screen and demonstrate to the class how to log in to CVCC. • Explain the importance of being in the correct store. During the day they may need to change the store selection in CVCC in order to view an order. DO: Allow learners time to log in for themselves. Have them indicate via chat that they successfully logged in. Make sure everyone in the class was able to log in. DO: Summarize what each option on the home screen accomplishes. Make sure you ask learners to demonstrate their understanding at various points via chat. Slide 8 0:14 Where would you click on the homepage in CVCC to find an Athlete? The best way to search for an Athlete is: • Email address • First/Last name • Phone number Enter your email address to search for yourself. What happens? TIMING: 15 minutes ASK: Where would you click on the homepage in CVCC to search or an Athlete? Answer: Find Customer DO: Have learners search for themselves by entering their email address in CVCC. Unless they have ordered something from one of the stores in the past, the search should come back empty. SAY: In this case, we would create a new customer. ASK: How would we do this? Answer: Click ‘Create Customer’ on the left. DO: Share your screen and demonstrate in CVCC how to create a new customer. Allow learners to create a new customer in CVCC. While they are doing this, share the following notes: • You need to avoid using any special characters, symbols, or punctuation when filling out this information. Certain characters are not recognized in CVCC. • ASK: Why is it important that we ask for an email address from a customer? Answer: When a customer places an order with us they will receive emails related to the status of their order; Order Submit Email, Order Processing Email and a Ship Confirmation email. DO: Learners should click ‘Create Customer’ and they should see the Address Verification popup. Explain that they should always select ‘Use Suggested Address’. Instruct learners to open KB 322. What should they do if they get an invalid address message? Optional: Have learners navigate to USPS.com and practice searching addresses. ASK: Does anyone know what we might do if a customer refuses to give us their email address? [Instruct learners to open KB153 and give you the answer.] Slide 9 0:29 Navigate to HOME and find the customer you just created. Did you find them? TIMING: 5 minutes SAY: Now let’s search for the Athlete you just created. DO: Have learners search for the Athlete they just created in CVCC. Ask them if they can figure out how to edit the information. Have a learner share their screen and demonstrate the process. Make sure everyone understands how to search for, create, and edit an Athlete’s profile. Do not move on until everyone in the class is comfortable with this fundamental skill. Slide 10 Slide 11 0:34 When placing a new order for an Athlete, you must always assign the Athlete to that order. TIMING: 10 minutes DO: • Using one of the newly created Athlete profiles, share your screen with the class and demonstrate how you would start an order for this Athlete. Show also how you can create an order when on the customer profile (Assign to Transaction). • On the Transaction Screen demonstrate where you can enter an exact item to the order. • Explain that the product SKU, would be required in order to use this field. • On one of our websites, show learners where they can find the SKU for a given product (this is how they will direct a customer to find the number). Show how you can use ‘FIND PRODUCT’ to search for items where you don’t know the SKU. • Explain Transaction Numbers and why they are important.