Macros
True or False: Your customer emails in asking for medical advice. The seek medical macro is ALMOST the perfect response, but not quite right, so you personalize the macro to help fit your situation better. This is allowed since macros should be personalized as needed.
True! Macros are super helpful however there will be times where they are not perfect! Please be sure to personalize as needed since every situation may not be the same :)
What three components are necessary to add in your notes?
What did the customer want, why, and what did you do for them?
You are unsure of how to respond to a customer, what resource should you access for assistance?
Macro Resources doc!
A customer is wondering if we ship to a certain country. What are two ways you can check this info?
The Golden Loop/Knowledge Base
Sales and Product Updates 2024 doc (VSL Links tab)
By Placing a "Fake Order" on the website
A customer emails in regarding 2 different questions. You responded with an answer to 1 of the questions/concerns. Would you receive a 0 or full points if this email had a QA? Why?
You would receive 0 points because not all of the customer's questions/concerns were addressed. Leads to this email not being a first time response resolution.
Customer emails in asking "Can I use this product while I am pregnant?" What macro would you respond with?
Pregnancy
True or False: The Subject on the email case can sometimes have the customer's inquiry if the customer sent in a blank email.
True! Some customers leave their inquiry on the Subject of the email instead of the body of the email.
What control function can be used when searching a keyword on ANY resource?
Ctrl + F
A Customer requested to return their order due to no results. The order is from a subscription. Do you cancel the subscription as well? Why?
Yes because the customer will have no need for another shipment of a product they are trying to return. We can cancel the sub.
True or False: When providing the customer a coupon code with a link to the product, the coupon code must be checked to see if it works with that sale/promotion/pricing.
True! We must remove the code if it doesn't work with the sale/pricing link we are providing.
A Customer is having an issue placing an order for the Morning Complete. What macro would we respond with?
Trouble Placing Order Product Known
True or False: When replying to a customer with a certain macro, you can list in your notes the name of the macro you used to serve as the "what did you do for the customer" portion of your notes?
False! You cannot list the name of the macro, instead you should be detailing what that macro explained to the customer.
Where can you find the Case Type Priority List? (be specific)
Macro Resources doc - at the bottom of the Case Type Guidelines tab
The Account on your case says "Lookup Customer" - what does this mean and what are you to do to your case when this appears?
Indicates that its an anonymous email! In these situations, a customer account must be found or created and attached to the case.
True or False: When we are explaining upsells to the customer and providing an order breakdown, you can label the upsell orders as "Upsells"
False. Agents should refrain from using in company terms such as "Upsell" from their communication with the cus. Instead you can say something like "Promotional Offers"
When a customer is returning a product due to not liking the taste, not being able to get their pet to eat, or because they have not seen any results, what must be included with your return information?
Tips! Whether it be taste tips, transition tips, or no results tips, we are ready to help the cus with advice along with their RA!
An L3 has assisted you with your case and gave you approval to do an OTC reship. What are you required to include in your notes?
The name of the L3 and what they assisted you with/approved
Name three resources that can be used when providing pricing or links to the customer?
Newsletter Summary and Sales
Sales and Product Updates 2024
Teams
When replying to a customer in which we had to create a placeholder profile without their first name, what should be removed from your email reply? Why?
The name code should be removed. Since the placeholder first name is Customer, we dont want the email reply saying "Hello Customer,"
True or False: Email agents are allowed to reactivate subscriptions. Explain your answer.
False. Email agents cannot reactivate a subscription because another order gets charged when reactivating and emails cannot place orders.
You are unable to locate the correct account for an anonymous customer that wants to return. You have set up a temporary account with the email address they provided. What macro are you going to respond with to help try to find the correct order/account?
Trouble Finding Order/Trouble Finding Your Order
You are dealing with an anonymous case. In the email, the customer did not provide any information to help find their account. Where and how can we find more details to try to find the customer account?
Click on the "i" next to the To:Support. Then Click on View Details. It will open the email in a new tab, click on the Details tab to find additional search information to use for your customer account.
On the Newsletter Summary and Sales doc, where can you find the link to the actual newsletter?
By clicking on the date when the newsletter was released
A Customer has requested to be completely removed from our system. This is known as a CPR request. What must we check on the customer's profile before we send the CPR macro?
Check to see if the customer's billing or shipping address is in one of the following states: California, Colorado, Connecticut, Florida, Montana, Oregon, Texas, Utah, and Virginia
When are agents allowed to process a return for an order that is passed MBG?
Escalations (Sup will provide the RA)
Extensions (MBG was previously extended)