Notes

Role-play Activity
Role-play Scenario List
TIME 60 minutes
MATERIALS Desktop and access to CSI, MSP, and other systems/tools/resources
Systems and Resources Guide Handout
PREPARATIO
N
Facilitator must check the current system/tool/resource layouts and adjust the
examples as appropriate
Instructions: Use below examples to simulate a phone call. Call on a volunteer to begin the exercise.
Have the volunteer use the facilitator’s computer so the screen is projected for the class to see. Ask the
rest of the class to access the appropriate system/tool/resource and navigate along while the volunteer
does a simulated phone call. Remind the class that if they are opening member orders to be to not modify
it and to properly notate before closing. Walk around the room to make sure that everyone gets to follow
the process. If time seems to be running short, it is more important to debrief each interaction thoroughly
than to complete all of the role-play scenarios.
SCENARIO 1
MEMBER CONCERN/REQUEST
“I ordered a Kenmore 8.8 cu. ft. Chest Freezer that arrived today, and it is dented. I’d like it replaced
with a new one.”
When you look up the item in MSP, you see that the fulfillment channel is DDC/SLS
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> DDC/SLS> Damaged> Useable
FULFILLMENT CHANNEL
DDC/SLS
1
SCENARIO 2
MEMBER CONCERN/REQUEST
“I placed an order for a Bosch dishwasher on sears.com about 20 minutes ago, and have yet to receive
the confirmation email. I just want to make sure that I ordered white and not black.” When you look up
the item in MSP, you see that the DDC/SLS order fulfillment is for a (payment approved) black Bosch
dishwasher.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> DDC/SLS> Cancellation> Delivery Scheduled More
Than 2 Business Days Away
FULFILLMENT CHANNEL
DDC/SSL
SCENARIO 3
MEMBER CONCERN/REQUEST
“I recently purchased a Pentax K-30 DSLR Camera with 18-55mm AL and 50-200mm AL Lens Kit -
Black (item number: SPM7921165827) on sears.com and I no longer want it. It hasn’t arrived yet and I
want to cancel my order.” When you look up the order in MSP, you see that it’s an FBM fulfillment order
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> FBM> Cancellation> First Contact Handling
FULFILLMENT CHANNEL
FBM
SCENARIO 4
MEMBER CONCERN/REQUEST
2
“I recently purchased new Egyptian Linens Outlet 100% Egyptian Cotton Luxurious 900 Gram 2pc Teal
Bath Towel Set (item number: SPM7211754926) on sears.com. They haven’t arrived yet. They were
supposed to arrive within a week.” When you look up the order you see that it’s fulfilled by Egyptian
Linens Outlet.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> FBM> Cancellation> First Contact Handling
FULFILLMENT CHANNEL
FBM
TRAINER QUESTION
*Instructor note: Marketplace Merchant’s contact information can be given out to the member
SCENARIO 5
MEMBER CONCERN/REQUEST
“I ordered some clothes for work including a Craftsman Reflective Sweatshirt and some pants on
sears.com. I realized I ordered the wrong size pants, and want to cancel that part of the order.” When
you look up the order you see that it’s an FBS fulfillment order and the pair of pants the member wants to
cancel is in Held Status.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> FBM> Cancellation> Held Status
FULFILLMENT CHANNEL
FBS
SCENARIO 6
MEMBER CONCERN/REQUEST
“I recently got married and we received several Sears gift cards as wedding presents. One of my
guests told me they sent me an an e-gift card, but I have never received it.”
SYSTEM REQUIRED/ ANSWER LOCATION
3
CSI> P&P > Online> Fulfillment Channel Overview> GC> Missing> Electronic Card
FULFILLMENT CHANNEL
VGC
SCENARIO 7
MEMBER CONCERN/REQUEST
“We received 17 Sears gift cards as wedding presents, and we want to use all of them to buy a new
Kenmore washer.”
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> GC
FULFILLMENT CHANNEL
GC
SCENARIO 8
MEMBER CONCERN/REQUEST
“I ordered the Kenmore Extra High-Efficiency Water Softener was told that there will be a 3 week
shipping wait. When it finally arrived, it was not even delivered to our doorstep but just the curbside of
our street. To make matters worse, the top of the box was split open. I don’t want to install this thing to
my house knowing it came in a damaged box. I paid $399.99 for this item and I will not risk my family’s
safety.”
When you look up the order you see that the fulfillment channel is HFM.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> HFM> Item Problem Inquiries> Damaged> Over
$20> Box Damage> Not Useable
FULFILLMENT CHANNEL
HFM
4
SCENARIO 9
MEMBER CONCERN/REQUEST
“I ordered a NordicTrack Treadmill last week. My husband surprised me with one as a birthday present.
The item I ordered hasn’t arrived yet, so I’d like to cancel it.” When you look up the order you see this
HFM order fulfillment is in transit and is already with Demar.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> HFM> Cancellation> All Other Statuses
FULFILLMENT CHANNEL
HFM
SCENARIO 10
MEMBER CONCERN/REQUEST
“I ordered a wicker patio set with 6 chairs and a table. I realized I don’t have space for a set that big on
my patio and would like to cancel that order and order a set with 4 chairs and a table instead.”
When you look up the order you see that the fulfillment channel is KHD and the estimated date of
delivery is tomorrow.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P> Online> Fulfillment Channel Overview> KHD> Item Cancellation and Return Inquiries>
Cancellation> Request to Cancel is made prior to 11:59pm on the day prior to delivery
FULFILLMENT CHANNEL
KHD
SCENARIO 11
MEMBER CONCERN/REQUEST
“I ordered a Surya Rain Beige Rust Orange Outdoor / Indoor Damask 9 x 12 Rug (item number:
SP102A22198S7799433405) from your site and when it arrived, the item was damaged. How do I return
it for another?”
SYSTEM REQUIRED/ ANSWER LOCATION
5
CSI> P&P> Online> Fulfillment Channel Overview> MCFBS> Item Cancellation and Return Inquiries
FULFILLMENT CHANNEL
MCFBS
SCENARIO 12
MEMBER CONCERN/REQUEST
“I ordered a backpack 2 weeks ago for my daughter who is starting college in a week. Just now, I
received my billing information yet the item has not arrived.”
When you look up the order you see that the fulfillment channel is SFS.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> SFS> Item Problem Inquiries> Missing> Entire
Package> Billing Information Received +8 days, no entries or any other status
FULFILLMENT CHANNEL
SFS
SCENARIO 13
MEMBER CONCERN/REQUEST
“I ordered a Lenovo notebook an hour that was on sale an hour ago and I chose to pick it up at the store.
I’m at the store now and the store associate says it’s not available for pickup yet.”
When you look up the order you see that this SPU fulfillment order is still in Processing status, within
SOPT.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> SPU/SRV> Item Status Inquiries> Processing>
Within Standard Order Processing Time
FULFILLMENT CHANNEL
SPU/SRV
SCENARIO 14
MEMBER CONCERN/REQUEST
6
“I ordered an expensive set of knives a couple of weeks ago from sears.com. I just got back from a
business trip and literally just walked in the house but I have not seen any package on my way in.”
When you look up the order you see that this SFS fulfillment order’s been delivered yesterday.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> SFS> Item Problem Inquiries> MIssing> Entire
Package> Delivered, member has not checked around house
FULFILLMENT CHANNEL
SFS
SCENARIO 15
MEMBER CONCERN/REQUEST
“I ordered an Oriental Furniture Gold Leaf Mirror from kmart.com and it arrived today cracked in different
places. I should have suspected that will be the condition of the merchandise since the box was all
tattered. This is not acceptable!” When you look up the TW order you see that the member purchased
the item for $205.20.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview>
FULFILLMENT CHANNEL
TW
SCENARIO 16
MEMBER CONCERN/REQUEST
“My order number is 557099901. Now that I have it, I realized it doesn’t have all the features I would
like to have in a Dehumidifier, and I’d like to return it.”
When you look up the order you see that the fulfillment channel is VD.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview>
FULFILLMENT CHANNEL
7
VD
SCENARIO 17
MEMBER CONCERN/REQUEST
I recently received my order and the box is severely damaged. When I opened it one of the dishes in the
shipment was cracked.
When you look up the order you see that the fulfillment channel is VRES.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview>
FULFILLMENT CHANNEL
VRES
SCENARIO 18
MEMBER CONCERN/REQUEST
“I ordered a Craftsman 27-Inch 13-Drawer Tool Storage Combo Red/Black on sears.com 3 days ago
and it hasn’t arrived yet. I never got my confirmation email. I was wondering when it will be arriving?”
When you look up this DRES order in MSP and noticed that it’s status was Held CSI.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> DRES> Item Status Inquiries> Held CSI
FULFILLMENT CHANNEL
DRES
8
SCENARIO 19
MEMBER CONCERN/REQUEST
“I went a little crazy ordering from the Kardashian Kollection for my new job and realized that I just can’t
afford my purchases until I get a couple of paychecks. I would like to cancel my order.”
When you look up the order you see that the fulfillment channel is TW and that the items are all being
delivered by UPS.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> TW> Cancellation> All Other Statuses>
FULFILLMENT CHANNEL
TW
SCENARIO 20
MEMBER CONCERN/REQUEST
“I purchased a Kenmore Refrigerator to be installed three hours ago. I thought I would hear from an
installer to set up an appointment, but no one has contacted me yet.”
When you look up this DDC/SLS order, you see that it also includes an IRES order that’s in Confirmed
status.
SYSTEM REQUIRED/ ANSWER LOCATION
CSI> P&P > Online> Fulfillment Channel Overview> IRES> Missing
FULFILLMENT CHANNEL
IRES