Processes
What must you do to an apology or rapport statement especially when a customer provides a reason for their inquiry?
You must personalize the empathy or rapport statement
Customer ordered Morning Complete from AY and emailed in saying "I need a refund on this order. It did not work for me in the 30 days that I have tried it." What Macro would you reply with?
Return Authorization No Results/Supplement Tips
Customer asks that you change their frequency to every 90 days. Customer's membership is paid for via a credit card. What macro would you be replying with?
Membership Modified
When a customer wants to be removed from the text club, what form do we use?
Unsubscribe Form
True or False: When dealing with an upsell situation, it is okay to label the Additional Order as an Upsell order
False - please be sure to avoid the word Upsell as this is an "in company term" - instead we would use Additional Order or Promotional Offer
When an anonymous customer has used a different email than the one on their profile, what are you to do with that other email address?
Add the other email to the ALT Email section on the customer's account
Customer requests that you cancel his membership. After searching the account, you see the membership was previously cancelled. What macro would you reply with?
No Recurring - Previously Cancelled
A customer has requested a CCPA removal of their account. After checking their account, you see they live in Florida. What macro would you be replying to this customer with?
CCPA Not a California Resident
How do you add feedback on a case?
By clicking on the "contains feedback" box on the case page
True or False: If a customer is requesting to cancel due to an upsell or had some sort of upsell confusion, agents must inform the customer about upsells using the Upsell Explanation macro.
True - anytime there is some sort of upsell confusion, please educate the customer on what happened with the upsell process
Your customer has been previously assisted. What is your case type and subcategory? And what needs to be included in your notes section along with the phrase Previously Assisted?
No Response Required - Previously Assisted
Must include the case number the customer was assisted in into the notes
Gundry MD Customer taking Bio Complete 3 asks you "Is this safe to take with my heart medication?" What macro would you reply with?
Seek Medical
You have an anonymous customer that needs to cancel their RO. After searching for their account, you find nothing. What macro will you be using to ask the customer for more information?
Trouble Finding Order
When you are uncertain of what kind of empathy or rapport statement to use in your email, what resource can you access to review examples?
Empathy Examples doc
What are the three main components that must be added to your notes?
What did the customer want, why, and what did you do for them
A domestic customer has emailed in asking for their entire account to be deleted and removed from the system. What do you need to checking on the customer account to verify the CCPA request?
check to see if the address is in CA
New Customer asks "I just ordered the Active Advantage and was wondering if this was okay to take with my Vital Reds that I already have?" What macro would you reply with?
Taking with Other Supplements
True or False: The 30% offer in the return and cancellation macros must stay bolded in your email to attract more attention to the offer.
True! Please do not unbold these 30% offers!
A customer from CA requests for their account to completely be removed from our system. What form would you use to fulfill this request?
CCPA/GDPR Form
When you have reshipped an order, what is your case type and subcategory?
Order Status - Reship Issued
When is the only time you change the case type for reopened notes and what would that new case type be?
When you have a 30% save
Refund/Return Request - Saved
When providing an order breakdown, what 4 things need to be included after explaining which order is the Original and which one is the Additional?
Sales Order Number - Product Name - Quantity - Total Price
Dr. Marty customer explains "I need to return my recent order. My dog unfortunately passed away so I no longer need the food." - After searching the account, you find the customer's one time purchase. What macro would you reply with?
Condolences - One Time Order
What two resources from Useful Links can be used to find Sales Links?
PLS and Newsletter Summary and Sales
What resource can you use to find out when a customer's MBG ends?
Business Days Calculator