Advantage Basics
What does EWOF stand for?
Emergency Web Order Form
What is the country code for United Kingdom when updating the address for an international customer?
GBR
What information will you put on Order Source field when creating a control group?
PHONE
True or False. Customer’s auto renew is active.
TRUE (C means A/R with auto charge)
What happened on the subscription last 4/21/20?
Billing Suspend (ICB)
True or False. All EWOFs must be approved by a supervisor.
TRUE
What information is needed when creating a new account?
Name, full address, email, phone number
What is the other term for cross-sell path?
DNIS
How does the customer receive the subscription?
Email only
What does I/P/C/D transaction type combination mean?
Cust was given a refund.
What is the reason category when opening a call?
CALL
What is the timeframe for check refunds?
4-6 weeks
What information should be verified with customer during a sales call?
Full name, billing and shipping address, email and phone number
Modified T or F. Perform MOD CUS from bottom (renewal future terms) to do cancel and refund for the subscription.
False. MOD CUS TOP.
What is the next step after you located the customer account and go to Invoices & Payments when paying off billing suspend?
Click Search on the left and bubble Open A/R. Then, hit Search.
What is our best deal?
Lifetime subscription
What are the 3 actions for deceased customer notification?
Change the name on the account to start with Estate of. Ex: John Q Public would become Estate of John Q Public
Change the Promote Customer to N (for No)
Change the Free E-letters to Inactive (I)
TRUE OR FALSE. We should ask for the customer’s email address and last name to search for customer’s account.
FALSE – email or ask for the last name and zip code
What mod code will you use to process cancellation and refund for subscription below?
MOD CUS (RFT)
Modified T or F. Perform MOD PRO to update card on file for auto-renew after paying off the billing suspend.
False. MOD -ARN.
What script will you use when placing orders for subscription?
TCC-NMH
What are the 3 ways to assist a customer who’s having website login issues?
1. Walk cust through forgot password section on website.
2. Send link to customer’s email for password reset.
3. Reset pw in ADV using the zip code.
Identify 6 items that should be included in your notes.
1. Why cust called
2. Name of service
3. Actions taken
4. Upsell offered
5. Outcome of upsell / reason why no upsell was made
6. CG initials
What mod code will you use to process cancellation for sample below?
MOD PRO
What will you advise the customer after payment for billing suspend?
The subscription will reset back to active within 24 hours which will open up access on the website.