Returns Survey/Poll

Please your appropriate response based on the options presented on the poll.
Name: 


A red asterisk (*) indicates required questions.

  1. Agent tenure*
    2 months and below
    2 - 6 months
    6 - 12 months
    12 months and above


  1. Below are the aspects of a returns request encountered when handling a returns case. Which aspect is more difficult for you? Which is easier?
    (Please rank them from 1 to 8, with 1 - as the most difficult - 8 as the easiest)
    *
        1 2 3 4 5 6 7 8
    Understanding reason for customer return  
    Determining validity of returns  
    Identifying possible solutions  
    Offering save the sale  
    Presenting options to the customer  
    Handling customer objections  
    Identifying appropriate exceptions  
    Completing the call (3 step close, providing customer the appropriate expectations, educating customer where to get updates)  


  1. Customer called in to return an HP Pavilion dv7t laptop he just received because he finds it to slow for his computing needs and wants to have his money back.
    (Choose the best answer)
    *
    Empathize and ask if this would be the only reason for returning the unit. If yes, offer a credit to customer to prevent returning the item.
    Ask customer if he has consulted technical support since the problem points to a possible hardware and software issue.
    Check on the specifications and engage customer in conversation as to what are the things he does with the pc and when does he experience slow pc performance. Based on what is learned, consider offering an exchange and upgrade such components as processor and RAM with the new PC.
    Process the return as DOA/defective as it does not work properly.


  1. Customer called in to return an HP Pavilion dv7t laptop he just received because according to him, the specs indicated in hp website says "500GB 7200RPM SATA Hard Drive". He only has 486 GB indicated on his pc information and he feels he was misinformed. He wants his money back.
    (Choose the best answer)
    *
    Apologize for the misinformation; our Notebooks will always have 500GB Hard drive as advertised. To prevent a return and provide satisfaction to our customers, provide a credit for the inconvenience.
    Check with customer where did they get the information that they only have 486GB. If customer will say that a tech or they have checked on the PC itself already, process a Case Manager Request to help their issue.
    Ask the customer if they have troubleshot the concern with tech support. If not, transfer the customer to tech since they can discuss the specifications more.
    Inform customer the memory space required to install the Operating System and the memory needed for the pre installed applications to run that’s why it appears as less than what was stated on the website.


  1. Customer just received his unit and found out there were scratches on the LCD screen. He wants to return the unit.
    (Choose the best answer)
    *
    Ask customer for some information about how the unit may have got the scratches.
    Understand if the pc is working in perfect condition even though there are scratches. If yes, then offer credit to compensate for the cosmetic damage.
    Offer to have it replaced with the same configuration and price.


  1. Customer called in to return his HP Pavilion dv7t he received 10 days ago. He says that he has a problem connecting his laptop to his wireless router.
    (Choose all that apply)
    *
    Ask if the problem is recurring. If intermittent, offer to provide credit due to the inconvenience. If it is frequently happening, offer to have it exchanged for the same product since customer is still within the return policy.
    Offer a wireless router and Network Installation Services since the customer’s current router might not be compatible with his notebook.
    Check with customer if the wireless LED light in the notebook is on all the time. If the customer cannot still connect, offer to connect to Tech support for further assistance.
    Ask if the customer has done troubleshooting steps to resolve the issue. Understand what steps have been taken. If yes, process return for credit due to incompatibility.





HP HHO Program
Boise, ID