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Welcome

Welcome. Best Buy Mobile Functionality Crash Course Guide. Why crash course?. After intensive training, it is easy to understand how important our customer focus is. This crash course is only intended to assist in learning the basics of Best Buy functionality. Objectives. BEAST.

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Welcome

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Presentation Transcript

  1. Welcome Best Buy Mobile Functionality Crash Course Guide

  2. Why crash course? • After intensive training, it is easy to understand how important our customer focus is. This crash course is only intended to assist in learning the basics of Best Buy functionality.

  3. Objectives BEAST : Best Buy Easy Activation and Sales Tool RSS : product physical management utility. CCM : customer contact manager STAR : Geek Squad Services Application : daily tasks are delegated and completed through this system. Action Center

  4. BEAST Best Buy Easy Activation and Sales Tool BEAST is the program that we must use to activate post paid (and soon prepaid) mobile devices. If primary authorized user has reward zone, Enter their phone number linked to their reward zone account and it Will automatically retrieve their personal address.

  5. BEAST RULES Best Buy Easy Activation and Sales Tool All phones leaving the store must be activated using BEAST. * Valid license, state ID, passport, or Matricula Consular MUST be Present at time of activation. Paper copies of identification cards Are NEVER acceptable for new line activations.* Only primary account holders are allowed to add lines to accounts. Secondary authorized users are never allowed to add lines to accounts. Client personal information must be identical to the service provider’s Billing information. A copy of every contract, recommendation sheet, and copy of receipt must be stapled together and placed in the 1-31 drawer .

  6. RSS Product Physical Management Utility Following this activity you will be able to: * Look up a product *SKU/UPC/license plate *Find product at other locations *Find out the quantities of product on hand

  7. RSS How to see other locations Product Physical Management Utility

  8. CCM customer contact manager Easy tool for retrieving customer history with Best Buy. ** 1.) Login to CCM 2.) Search for customer and select customer 3.) Select 2nd tab from the left entitled “ Sales History.” Listed would be the most recent 30 day transactions. History can be traced back for up to 2 years prior. Only transactions with Reward Zone will show! 80 % chance for transactions with credit cards 0% chance for cash transactions without RZ!

  9. STAR STAR is the current program in which we use to repair mobile product. Before continuing in STAR, you must realize what type of repair the unit qualifies for. Mobile Unit Repair System Crate: Rapid Exchange [RE] – Rapid exchange product are units like the Iphone that go directly to our designated repair facility. Standard repair – Standard repair (i.e. netbooks) will leave the store to the same destination as REs; however they have a longer turn-around time. Touchstone: Mobile phones – Non-RE phones are sent to Touchstone at our Texas facility. Each unit must have an individual UPS shipping label.

  10. STAR All orders must be created and finished in STAR. Mobile Unit Repair System File: Renew License after time out Edit: copy, cut and paste functions View: Basic view configuration settings Desktop: Controls individual settings and tools New: Adding or creating new orders Select: From an extensive list of functions Actions: Perform most actions in STAR repair Apps: switches between functional applications Windows: switch between console and Background multi window. Help: Access to general STAR help. If a loaner phone is requested, contact a Lead or Manager to create a Note for the unit in STAR.

  11. STAR Check In: 1.) Create STAR service order 2.) Locate and verify or enter customer information 3.) Enter product information and entitlement 4.) Enter description of problem 5.) Enter product appearance 6.) Print STAR service order claim check 7.) Explain disclaimer 8.) Offer data back-up 9.) Quote estimated time of completion 10.) Collect deposit if prompted by STAR Mobile Unit Repair System BE THOROUGH!

  12. STAR Collecting the Balance Mobile Unit Repair System If STAR prompts for a charge, take the customer copy of the claim to the register. 1.) Login to POS 2.) Press the [Form] and [Service] key 3.) Scan the service order bar code and press [Enter] 4.)Input the amount due then [Enter] 5.) Take payment 6.) Insert the customer copy of the claim to print the POS receipt. 7.) Give you customer the final receipt

  13. STAR Check-out Mobile Unit Repair System 1.) Locate the repair and the STAR Service Order. 2.) Brief customer on functionality and what was done to product. 3.) Close out the STAR Service Order.

  14. Action Center Select the task delegated to do. Red – over due Black – due

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