Subject: Homebox-PKT_May'21 test results
From: Alan Ninan <[email-masked]>
To: HomeBox LSM <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>, Niren Dsouza <[email-masked]>
Date: Mon, 31 May 2021 00:44:28 -0700 (MST)

Hi Team, 

Please find the PKT test results for May'21. Please ensure everyone goes through the right answers and agents who scored less than 80, please connect with me at the earliest. Besides, agents who did not attempt the PKTs also make sure to connect with reason for not completing the same as we would need 100% adherence to PKT completion, henceforth. 

Agent details 	PKT score 
Abu Sufian _ [email-masked] 	70 
Adam Yousif _ [email-masked] 	80 
Amir Aziz _ [email-masked] 	90 
Amr Khalil _ [email-masked] 	100 
Ankit Kumar _ [email-masked] 	90 
Hasan Nour _ [email-masked] 	100 
Ibrahem Mahmoud _ [email-masked] 	NA 
javed aslam _ [email-masked] 	100 
Jok Kuol _ [email-masked] 	100 
Malek al hosan _ [email-masked] 	90 
Mamoon Alsadig _ [email-masked] 	NA 
Mohammed Ali _ [email-masked] 	90 
Mohammed Faizan _ [email-masked] 	90 
Mohd Iqbal _ [email-masked] 	NA 
Mosab Nasreldin _ [email-masked] 	80 
Qeyamuddin _ [email-masked] 	80 
Rabea Mohammed _ [email-masked] 	NA 
Rami Kassam _ [email-masked] 	50 
Saleh Ahmed _ [email-masked] 	60 
Sreelal C T _ [email-masked] 	100 
Waseem Khan _ [email-masked] 	100 
Yahkoob Erachat _ [email-masked] 	100 
Yasser Walid _ [email-masked] 	NA 
Average team score 	87.22 

Questions 	Correct Answers 
1. For click and collect orders, within how many days customer should collect the order upon receiving SMS/Email confirmation? 	14 Days 
2. Customer requested to cancel the order placed through Store, what would be the correct procedure? 	Cancel at store 
3. When a customer makes an online payment, we will see following entries in the payment section: 	1. Authorization. 2. Capture 
4. FF orders delivery process is : 	Both 1st and 2nd options arecorrect 
5. Can customer place a Click and Collect order and pay Cash on Delivery in the store when he goes to pick it up? 	No 
6. Choose the appropriate option, customer can return HH items in different ways: 	1.Call centre 2. Online through My Account on the website.3 Email web team. 4.Return to store 
7. Return policy for furniture items is: 	Only replacement or repairwarranty, no return policy 
8. If there is an open CRM for the same item customer is calling for, can we open another CRM for faster issue resolution? 	No, we need to ensure there isno other open CRM raised toavoid CRM redundancy 
9. For click and collect orders, can customer’s family or friends collect the order if customer is unable to visit the store? 	Yes, they need to show theirEmirates ID as well as the SMSconfirmation 
10. For a furniture order, status is under “Delivery Order”. Can we cancel this order? 	No 

Regards, 
Alan Ninan 
Process Trainer 
[email-masked]