How does it work
What is the Factory Direct Store Membership?
It is a store where customers receive a monthly voucher to shop for Gadgets at a discounted price.
If the customer is still in trial for the nutraceuticals what are saves?
16 day extension, and discounts.
If the customer states they are going to post a bad review is that a threat?
No
How many Koala Campaigns do we have currently?
12
In Sticky IO there with the exception of Prestige what are two ways to cancel accounts?
Blacklist, and OTP.
On Koala Prestige how do you cancel in Sticky IO?
You select show empty fields and select the cancel option and hit save for each product they are cancelling.
Which campaign do we never Blacklist no matter what?
Koala Prestige
If you have the customer's account located and verified there info and they ask what the name of the company is what do you tell them?
The name of whatever product or membership they signed up for.
When can you refund without a threat?
Same-day orders, and if the script specifies no threat needed.
Can you refund a charge that is in chargeback if the bank is on the phone?
No.
On Koala Level 5 if the customer signed up for the sweepstakes what do they get monthly with the subscription?
They get additional entries for the sweepstakes and a $125.00 voucher for the Factory Direct Store.
For Koala Prestige how do you cancel the Tailor Made Fit App
Order number, STOP, Transaction ID. in the note section.
If a customer states they have already disputed the charges what do you do?
Cancel and negotiate refunds.
On prestige where would you find the discount saves to offer for the nutraceuticals?
On the bottom of the script page.
How many CRM's do we use and what are the names?
2 CRM's Sticky IO and Konnective
On Kola Ewere if the customer is charged $2.98 for a sweeps entry what do they get?
They get 20 entry tickets.
On Koala 2KZ what are your out of trial discount saves?
31.5 percent, and 47.4 percent
If the customer disconnects because they are upset about money and you call them back with no answer what do you do next?
Leave a message for them to call you back for further assistance. Fill out Google Doc so admin can call them back later.
On Level 5, Wetask, and HMC
How can you determine if the customer signed up for the Sweepstakes?
Check the campaign ID name for (Exclusive offers)
If you look at the notes and see a customer has called in 2 times requesting a refund, but did not make any threats, and now they are speaking to you on the 3rd call requesting a refund but is not making threats what should you do?
Start Threat protocol
If you try to locate an account for a customer and do not find one, the customer states they were charged $24.99. What do you do next?
Look on the script page and give them the number for the Evo Trainer if it states that on the script.
If a customer makes a threat and then asked for a supervisor 3 times what do you do?
Continue threat protocol on charges you can handle.
Name all valid threats
AG, BBB, FTC, Bank/Credit card, Lawyer, Police. Consumer Affairs.
What is the Google Doc used for?
For anything,you cannot complete or change on the account. Such as refunds, and Reships.
If the customer has a chargeback on one of the charges, but you don't see any on the other charges what should you do if they are requesting a refund?
Have them call back with the bank and if they verify the charge without a chargeback is not disputed we will let them know we will issue a refund.