Ignite a flame
Why would someone's Target ACoS be higher than their actual ACoS?
BONUS: What is the formula for ACOS?
Because their ads are not performing as well as they want them to. The Target ACoS is there to help guide suggestions and remind customers of their goals, not to stop the campaign from running if it hits a certain ACoS.
BONUS: ACoS is calculated by taking your ad spend and dividing it by your number of sales.
Name 2 types of ads on Amazon.
Sponsored Product Ads
Sponsored Brand Ads
Sponsored Display Ads
Video ads
Amazon currently lets sellers have two types of account; Individual or Professional. Which one is needed to be able to connect to Seller Labs. Why?
Professional because we need an auth token to connect to SL and individual accounts are not given an auth token.
All conversations should have a minimum of five tags. What are they?
Inbound Type
Customer
Product
Category
Theme
Customer reaches out and says “Every time I upload my COGs sheet, I get an error”. What should your first reply be?
Thank you for reaching out! Can you please send me a copy of the sheet you are trying to upload so I can try and replicate/upload on my end? Thanks!
If you are using ad scheduling in the US marketplace, what time zone does ad scheduling run in?
PST (Pacific Standard Time)
Without word vomiting, explain the difference between keywords and search terms.
Keywords are what you use in your campaigns to determine on which searches you want your ad to appear.
Search Terms are what the customer actually types into the search bar when they search for a product.
When sending proactive messages, Amazon allows certain types of attachments to be attached to messages and sent to customer. Name at least two of the allowed attachments.
Product Instructions
Product Warranty
Invoices
A customer reaches out with a problem, you escalate the issue to Crab People, how often should you update the customer with updates?
Trick question: this will be different depending on the severity of the issue!
Bonus if you can tell me where you find this information!
What is something that could be wrong with a person’s connection if they cannot see the buy box % in their SL account?
Check Auth token and also check if they have SCI. They need to grant us Business Report; Sales Summary permission.
What is the difference between a suggestion to archive a keyword vs a suggestion to negate a keyword?
Ignite gives an archive keyword suggestion when there are no impressions at all.
It gives a negate keyword suggestion when there are clicks but no conversions.
It is only lunch time and the daily budget for your campaign runs out! What happens to your ad now?
Amazon stops running your ad for the rest of the day and will resume on the next day
True or False: Amazon recommends putting a link to your store front in your proactive buyer seller messages.
False. This is against TOS
You start your shift and you have both snoozed and open tickets in your box. There are also tickets in the support box and in the VIP box. In what order should you answer these tickets?
Longest waiting VIP tickets once they are all answers, longest waiting support box tickets, once those are all answered, longest waiting from your personal inbox, last in line will be following up on snoozed tickets.
Customer reaches out and says “I am trying to reset my password, but every time I enter my email, I get an error that says “Unable to send email”. Can you help me?” What is your first reply?
Hello! Thank you for reaching out, I will be happy to assist. Can you please send me the email you are trying to send the reset password to? Thanks!
Usually you can accept suggestions with a single click. But, the Create Exact Keyword Suggestion in Ignite requires an extra step. What is that extra step?
Action: Auto -> Manual Campaign
You bid on a Phrase match type Keyword "Apple Slicer". A potential customer types in "Industrial Yellow Apple Slicer". Will your product show up?
Yes! Because the original "Apple Slicer" Phrase Match Keyword still qualifies in what they searched
What are 2-3 factors that could help you win the buy box?
1. Price of your product
2. Fulfillment method (FBA/2 day prime will usually beats out MFN)
3. Positive selling history
4. Inventory levels.
What should you do when a customer sends in multiple tickets?
Always acknowledge that they sent in multiple tickets. This does not mean you need to reply to each ticket individually but if one ticket is closed out as ‘duplicate’ and then the contents of that ticket is added into another ticket, make sure you mention that you saw they sent in another ticket and will answer all tickets through this thread.
Customer reaches out and says “I keep clicking the Save and Send Test button, but am not receiving the test message. Please help.” What is your first reply and next steps to see if the messages are sending?
Reply: Hello! Thank you for reaching out! Let me look into this for you and get back to you as soon as I have any additional information!
Next Steps: Login to their PRO account and check to see what their Test Message email is set to in their settings under the Communication Center. Next go to Mandrill and check to see if this email is getting messages
Name the three smart filters in Ignite.
Poor Conversion, Unprofitable, Good Performance
What do these acronyms stand for:
ACoS, TACos, and RoAS?
ACoS = Advertising Cost of Sale = Total Ad Spend / Attributable Sales
TACoS = Total Advertising Cost of Sale
RoAS = Return on Advertising Spend
A potential customer says they have a Vendor Central account and want to connect to PRO. How should we help them connect?
We do not support connecting Vendor Central accounts to PRO- only Seller Central accounts!
A customer asks three questions and you want to reply to all three questions individually. Should you copy and paste their questions into your reply so they know exactly which questions you are answering?
No, you should not copy and paste their questions into your reply! You can summarize their question within your answers but you shouldn't directly copy and paste their questions into the reply.
Customer reaches out and says “What marketplaces does PRO support?”. Anticipating next questions, how do you give the customer a full answer?
Hello! That is a great question! Currently, our Communication and Advertising Centers work with the North American, European, and Far East marketplaces listed here. Our Research Center currently only works on the US (.com) marketplace.