Shipping
How do we properly look up a PM?
Pull up incognito, direct to site, cart for cart pricing.
Can a customer get a rebate with a price match?
If the site we are matching offers a rebate, we will honor the same rebate.
What is a proactive PM?
Introducing PM before the customer mentions it, shopping around for them.
True or False
We can honor free NBD shipping on a price match.
False - Only if the competitor offers that discount available to everyone.
True or False
We cannot offer drops/solution in addition to the price match order.
False - We can definitely offer both of those.
What do we do when the customer requests faster shipping after we finalize the order and it's waiting for verification?
True or False
The customer will qualify for our rebate if the competitor does not offer one.
False - We have to match cart for cart and if they do not offer one, we do not offer one.
Is this a proactive PM?
Customer: "Thanks for giving me the pricing, I think I am going to shop around and call you back."
Agent: "Have you seem them cheaper elsewhere?"
Customer: "Yes, Costco has them cheaper I think"
Agent: "Okay I can check their pricing, match it and beat it by $1.00 so we can get your order placed!"
No - The customer was about to leave the call and we asked a simple question to prompt the customer into letting us know where they saw them cheaper, we can lean into that and continue trying to place the order.
True or False
We can honor a new customer discount that a competitor offers on their website.
False - We do not honor any discounts that are not available to everybody, including: New customer, email offers, etc...
True or False
We can PM drops/solution with what the competitor offers
False - We must charge our pricing for both of these.
What do we do when the customer requests faster shipping after we finalize the order and the RX is on file?
Since we are unable to edit this order, we would charge the upgrade fee ($8 or $13 more) to keep it simple for the customer. Set correct expectations of a one time exception.
How long are PM rebates valid for?
90 days and the rebate form will list the postmark date for the customer.
Is this considered a proactive PM?
Customer: "I want to PM with Walmart"
Agent: "I checked their pricing and it's $15 cheaper than our pricing, let me check Costco for you to see if they are cheaper"
Yes - We want to lead with the price match positively and how much money they are saving, we never want to pull up a website for them that they haven't mentioned, that is actively shopping around for them and we do not do that.
We cannot apply RMA credit to a PM order
False - We CAN combine RMA credit with a PM because that isn't considered a discount. RMA is a credit and it's money they have already spent with us being recycled into another order.
What is a great way to build value with a customer that price matching?
Our guarantee! This sets us apart from every other competitor.
If a customer requests a PM with expedited shipping and the competitor does not offer faster options, what do we do?
We charge our full shipping cost of $14.99 or $19.99
True or False
We honor an instant rebate/discount if the competitor offers that.
True - These are NOT considered manufacturer rebates since it discounts the direct order.
Is this considered a proactive PM?
Customer: "Oh I can't afford the year supply right now"
Agent: "We do price match, let me check Costco for you"
Yes - We would want to lead with a drop down offer and focus on what we CAN do to help save the customer money with our pricing.
True or False
We can apply Make Her Day discounts to a price match order.
False - PM does not qualify for any other discounts, we must match cart for cart as that is what they would pay with the competitor.
If a customer mentions they want to price match but you see that they have an insurance benefit of $150, which one do you lead with?
Insurance, always! They save the most money and it's only available once a year. It's OK to give them the option, but we should build the most value around insurance (they can stock up, get % off and they are guaranteed!)
If the value of an order is $800+ we need to require a signature. What 3 things do you need to know when doing that with a price match?
1. If they don't want expedited shipping, we discount the full $14.99 on the order since it's our policy.
2. If they request expedited match, we must charge the competitor shipping amount and require a signature.
3. If they request expedited shipping with a website that does not offer faster shipping methods, we would charge our full $14.99.
True or False
We can price match rebates from Costco, Sams, and any manufacturer rebates.
False - Their rebates exclude online ordering.
Customer: "I want what I got last time"
Agent: "It looks like you Pm'd with lens.com, want to do that again?"
True or False
We can split an order for one to have a PM and the other to have Insurance
False - We should never split these orders and lead with the best savings for them.
What is one question I want you to ask a customer that is price matching that I do NOT want you to ask a customer ordering with OUR pricing?
How many boxes would you like to order?