Sales Navigation
This tool is available to see rewards on the customer account
What is My Account?
This is the #1 goal of Wayfair
What is… Customer Experience
You could manage the objection: "I still need to think about it," by saying this
What is: What questions do you still have?
These are the 4 parts of Engage
What are:
-Greet Customer
-Provide Agent Name
-Correct Store Branding
-Verify Details
This tool is what you use to send the reset password to the customer
What is the CAM (Customer Account Management) Tool?
With this type of phrase, I can take ownership at the beginning of my call
What is the Assurance Statement?
You could manage the objection: "I don't have the money right now," by saying this
What is:
Is the customer willing to get a comparable item?
Are there any promo codes available on the customers account?
These are the parts of the closing statement
What is…
Thanking the customer
Branding the company
Invite for return business
The time it takes to process an item to ship
What is Lead Time?
Context-specific filters make this the best tool to find products on the website, allowing you to sort and customize a product search.
What is Super-Browse?
The difference between Empathy and Sympathy is…
Sympathy is feeling compassion, sorrow, or pity for the hardships that another person encounters. Empathy is putting yourself in the shoes of another.
You could manage the objection: "The price is too high," by saying this
What is:
Give the customer the benefits of what they like about the item and the benefits of shopping with Wayfair
These are the steps of the Sales Process in order
What are…
Engage
Identify
Solve
Close
Our original store was called ______________ and was founded in ____.
What is Racks and Stands, founded in 2002.
We can view the delivery date for all products here
What is the Shipping & Returns tab on the Product Page or… Product tab in Sales Suite?
When using this process we are able to build a positive customer experience
What is the Sales Process
You could manage the objection: "Can I get this by (a date that won’t work)?" by saying this
What is:
When is the latest you can receive this item?
What are you using this for?
Once we have this information we will know if the original item will work for the customer. If not, find a comparable replacement. Be sure to ask customer specific probing questions to find out what drew them to that item specifically.
This type of question is answered with a yes or no
What is a closed-ended question?
This is the button you click to create a quote
What is Create A Lead?
This is the button to press when there is information that needs to be updated on the PDP
What is the Edit The SKU button
Your customer tells you they are buying a wedding gift. This is what you can say to build rapport…
What is: Ask who is getting married? Offer congratulations!
You could manage the objection: "I’m just going to place the order myself," by doing this
What is:
How could you assume the sale?
“I already have everything set up for you, I’ll go ahead and place the order and this will make sure I am attached to the order for you.”
This is what I would say to an Unfocused Buyer
What is educate your customer on how to shop on Wayfair efficiently. Help them narrow down their search with our tools, for example: the Super Browse.
The percentage of the QA score that is weighted on the Solve portion?
What is 40%?