Walmart Omnichannel Customer Experience 2 — Questions and Answers
Question 1: A customer buys an item online and selects pickup at their local Walmart store. What is this service called?
- Order Pickup (BOPIS) (Correct answer)
- Spark Delivery
- Marketplace Fulfillment
- Walmart+ InHome
Correct answer: Order Pickup (BOPIS)
Buy Online, Pick Up In Store (BOPIS) is Walmart's Order Pickup service connecting online orders to physical stores.
Question 2: A shopper asks an associate to check whether an item is in stock at a nearby store. Which tool should the associate use?
- The Walmart app or store inventory device (Correct answer)
- A printed weekly flyer
- The cash register only
- The corporate phone directory
Correct answer: The Walmart app or store inventory device
Associates use the Walmart app or handheld inventory devices to check real-time stock across stores.
Question 3: What is the main goal of an omnichannel experience at Walmart?
- A seamless experience across online, app, and store (Correct answer)
- Selling only in physical stores
- Eliminating the website
- Forcing customers to choose one channel
Correct 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.
Question 4: A customer wants their groceries delivered to their refrigerator while they're away. Which Walmart service offers this?
- Walmart+ InHome Delivery (Correct answer)
- Order Pickup
- Layaway
- Money Center
Correct answer: Walmart+ InHome Delivery
Walmart+ InHome Delivery places groceries directly inside the customer's home, including the fridge.
Question 5: An item is out of stock in the store but available online. What is the best associate response?
- Offer to help the customer order it online for delivery or pickup (Correct answer)
- Tell them to come back later
- Say nothing can be done
- Direct them to a competitor
Correct 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.
Question 6: Which feature lets customers scan items as they shop to speed up checkout?
- Scan & Go in the Walmart app (Correct answer)
- Self-checkout only
- Express lane
- Money order
Correct answer: Scan & Go in the Walmart app
Scan & Go in the Walmart app lets shoppers scan products while browsing and pay quickly.
Question 7: A customer is frustrated that an online price differs from the shelf price. What should the associate do first?
- Calmly verify the prices and follow store price policy (Correct answer)
- Argue the customer is wrong
- Ignore the complaint
- Refuse to look it up
Correct 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.
Walmart Omnichannel Customer Experience 2
A customer buys an item online and selects pickup at their local Walmart store.
What is this service called?