Prospect Knowledge
What is the primary metric that returns managers care about?
Return rate.
Secondary metrics are:
- Upsells from returns,
- Exchanges, and
- Return reasons.
Describe each stage of the CLOSER framework.
Clarify the problem
Label the problem
Overview pain associated with the problem
Sell the vacation
Explain away concerns
Reinforce the SNE
A CEO/CFO is frustrated that returns are increasing after implementing Redo (even though they haven't). He wants answers. What is he doing that would lead him to this wrong conclusion?
Top-level management tends to look at Shopify dashboards. The issue is that Shopify’s returns include order cancellations and chargebacks; which aren’t necessarily a clean picture of why customers are returning items.
Who is the original founder of Redo?
Taylor Brown
What is Jake Norton's favorite sport
Baseball
What is the primary metric that Support Managers care about?
CSAT
Secondary metrics are:
First-time response rates,
Time for full resolution, and
# of touchpoints before a ticket is resolved.
What are the three main concerns "buckets? (or objections)
Price/coverage
Decision-maker
Time/stall
Where in the Redo software would I view the results of an A/B Test for return offers? (i.e. 10% off if customer chooses store-credit/exchange vs. refund)
Return Flow
What city was the original Redo office located?
Pleasant Grove
Where did Aaron Evett grow up?
Nevada
What is the primary metric that Directors of Customer Experience care about?
Reviews
What is the AAA framework and when would you use it?
Framework for overcoming objections:
- Acknowledge the concern
- Associate with good behavior
- Ask a clarifying question
Customers are leaving bad reviews and feeling frustrated for paying for return labels (even though they purchased coverage). What is wrong in the merchant's set-up that is allowing the software to do this?
They are charging "restocking fees" on refunds.
(We need to have stronger opinions on why this is a bad cx)
Who was Redo's first million dollar customer?
Moco Boutique
Name all three of my children's names
Zeke, Rocky, Jude
What metric will a CFO care the most about? (privately-owned brand)
Profitability
Name 3 of the 4 most important SNE's.
KDM -> Install -> Tech Testing -> Go-Live
What does Redo create in the Shopify backend when a customer selects to do an advanced exchange?
Draft order.
What do the following acronyms stand for:
BFCM
ODL
FER
Black Friday Cyber Monday
Outdoor Lap
FedEx Easy Returns
Name the original founders of the Jam Boys.
Jake, Brayden, Sam
What do most Founder/CEO's tend to care the most about?
(Through what lens do they usually view a decision?)
Brand - Will this impact how others view my brand?
What question can you use regardless of the objection to help overcome it?
What's your main concern?
How is Redo's integration with NetSuite different than Loop's AND what are the advantages to both options?
Redo does a direct integration while Loop goes through Celigo.
Advantages to Redo's Way: More customizable for accounting and warehouse operations.
Advantages to Celigo: Notified of errors immediately.
Why do we divide by .85 when sizing a deal?
Account for non-coverage revenue (label markup)