Sales Process
Section in the sales process where we greet the customer, provide YOUR name, and state correct store name.
What is ENGAGE?
When a customer needs information or has questions on an existing order.
What is Call Type 1? (non-sales redirect)
Internal tool used for communication with other Wayfair employees.
What is SLACK?
First step to take if the Wayfair site isn't working properly (error message appears, not adding items to cart, site loading slowly).
What is CLEAR CACHE & COOKIES?
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What is DAVID?
Section of the sales process where we review order details, confirm needs are met, and place the order.
What is CLOSE?
When a customer calls in determined to buy a specific item, but has a problem(s) to solve. EX: Price, shipping timelines, questions about the product.
What is CALL TYPE 3? (Focused Buyer)
Tool used to safely and securely obtain credit card information over the phone.
What is IVR?
An option at checkout where customers can select "deliver items together" to ensure all their items arrive at the same time.
What is CONSOLIDATED DELIVERY?
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Section of the sales process where we ask open/close ended questions and actively listen to uncover customer needs.
What is IDENTIFY?
When a customer call in with their cart ready to go and they just need you to process the payment over the phone.
What is CALL TYPE 2? (Laydown Call)
Tool customers can use to update personal information, add/remove payment options, and see their account balance.
What is MY ACCOUNT?
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What is INCOGNITO MODE?
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What is HIGH POINT, NORTH CAROLINA
The part of the sales process where we build rapport and set the stage for success.
What is ENGAGE?
An example of this call type would be if a customer is saying they need to know if the dining table in their cart can be shipped within the next 2 days before they purchase.
What is CALL TYPE 3? (Focused Buyer)
The tool you'll use if a customer asks "do I have any promos available?"
What is customer tab in BENTO?
Where you can see item specifications like dimensions, weight, certifications and item material(s).
What is the PDP? (Product Detail Page)
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This is where you use what you uncovered in the identify stage to present the best solution with concise information and explain the why.
What is SOLVE?
An example of this call type would be a customer saying "Hi, I have a few things in my cart and I am ready to check out, but for some reason it is not letting me"
What is CALL TYPE 2? (Laydown Call)
Tool used to find additional customer information not provided in Bento. HINT: you can reset a customers password here too...
What is the CAM TOOL? (Customer Account Management)
Where you would tell a customer to go if they wanted to see their account balance.
What is MY ACCOUNT?
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