Omnichannel Customer Experience Flashcards

A customer buys an item online and selects pickup at their local Walmart store. What is this service called?

Answer: Order Pickup (BOPIS)

Buy Online, Pick Up In Store (BOPIS) is Walmart's Order Pickup service connecting online orders to physical stores.

A shopper asks an associate to check whether an item is in stock at a nearby store. Which tool should the associate use?

Answer: The Walmart app or store inventory device

Associates use the Walmart app or handheld inventory devices to check real-time stock across stores.

What is the main goal of an omnichannel experience at Walmart?

Answer: A seamless experience across online, app, and store

Omnichannel means a smooth, consistent experience whether the customer shops online, in the app, or in store.

A customer wants their groceries delivered to their refrigerator while they're away. Which Walmart service offers this?

Answer: Walmart+ InHome Delivery

Walmart+ InHome Delivery places groceries directly inside the customer's home, including the fridge.

An item is out of stock in the store but available online. What is the best associate response?

Answer: Offer to help the customer order it online for delivery or pickup

Associates should bridge channels by helping the customer order the out-of-stock item online.

Which feature lets customers scan items as they shop to speed up checkout?

Answer: Scan & Go in the Walmart app

Scan & Go in the Walmart app lets shoppers scan products while browsing and pay quickly.

A customer is frustrated that an online price differs from the shelf price. What should the associate do first?

Answer: Calmly verify the prices and follow store price policy

The associate should stay calm, verify both prices, and apply the store's pricing policy.