Professional and Friendly
What should you do if you and the customer speak at the same time?
say: "Oh i'm sorry, go ahead"
What is the "Voice Back" and when it should be done?
It's repeting the item name and the choices the customer want, it should be done when the customer is selecting the item, before the check out.
What is Bundling?
Is when you say the address, card on file and ask about the easy payments in only 1 sentence.
How do you verify?
Asking/confirming the customer name.
In which calls do you need to offer an hero sell/pop up?
Every call that is an order
What is a good opening and closing of a call?
Hi this is (name), may I have your item number?
Thank you for shopping with us, have a good day!
QCARD PROMPT. What is the incorrect way to offer this and what is the correct way?
Incorrect is when you do not read the whole promp.
The correct way is to read everything, until the customer says no or you fisnish reading the prompt.
When do you get a Maintain Focus markdown?
When the customer says something and you have to ask them to repeat the information.
If a spouse/sister/ not the account holder is calling, what do you need to ask.
May I have the last 4 digits of the card?
If a customer calls due needing a return label, what is the correct SOP?
Offer to help them get the label in the website, if they dont want this, then offer to transfer to CS.
What is the most important thing about this category?
Your tone of voice, it must sound friendly, polite and upbeat. if you sound tired, annoyed or flat is a markdown.
How many seconds you have before answering a call/ after finishg a call?
5 seconds.
Incorrect way of offering the easy payments?
If you give the options instead of just selecting the first option of easy payments.
Which information you should never say outloud?
Any numbers/date of the credit card
How many steps does the upsell structure has?
5, 1-ack, 2-attention grabber, 3-description, 4-add value, 5- closing question.
If a customer is upset for any situaction what should you do?
Apologize.
If an account has two names, what should you ask?
When confirming the name of the item. What do you need to do?
Shorten it! Don't say it completely.
If the customr cannot say the numbers of the credit card when the account is not their own, what should you do?
Offer to create an account for them.
What is the Acknowledge?
Its also called building rapport, it means responding to every comment the customer makes, and giving a compliment to the item they are buying. This created trust and engament, which gives us better odds for selling!
If a customer does not understand a word you say/ phrase you said, what should you do?
Change your wording! Dont repeat the same phrase. use different words!
What do you need to voice back on the checkout page? 6 things
1-Address/
2-card/
3-the ammount of easy payments if chosen
4-order total
5- items may arrive on different days
6-on or about date of delivery
What is dead air, and how should you fight it?
Dead air is when you and the customer are in silence for 3 seconds, you should say: I am still with you, i am here, give me a moment, i am still searching etc
How many points is the markdown for this category?
What is the add value?
It refers to after describing the item, we must mention benefits, how this item can the help the customer, why should they buy it, ther usefulness and where can they use it.