Discovery Questions
These types of questions must be open‑ended and help identify the customer’s true reason for contacting support.
What are Discovery Questions?
This standard retention tool must always be reinforced, and can be extended when appropriate.
What is the Money‑Back Guarantee (MBG)?
These indicators—such as angry tone, all caps, or repeated demands—require the agent to stop discovery questions and move directly to action.
What are irate cues?
Agents must acknowledge customer emotions such as returns, complaints, or negative product experiences as part of this skill.
What is expressing proper emotions (Empathy/Rapport)?
If a pet won’t eat the product, the agent should ask how the food has been served and give these before offering saves.
What are product usage/feeding tips?
Customer refuses to answer any questions and/or mentions the "no questions asked" language on the website.
What is stop all discover questions/save attempts?
When trying to retain a subscription, agents should first offer this type of modification before applying any discounts.
What is adjusting the frequency or pushing back the Next Charge Date (NCD)?
If the customer says, “Stop trying to keep me,” this is considered a form of this behavior.
What is boundary‑setting language?
Asking all relevant open‑ended questions for the reason of the chat is critical for achieving points in this category.
What is the Discovery Questions QA skill?
If the customer doesn’t like the taste/texture of a powdered supplement, agents should provide one of these two categories of tips.
What are fruit‑flavored mixing tips and/or chocolate/vanilla mixing tips?
In a “No Results” scenario, agents must ask these questions before offering education or saves.
What are open‑ended probing questions about how they’re using the product?
This discount must only be offered after all other subscription saves are declined and cannot be combined with others except in “Too Expensive” scenarios.
What is 10% off the next 3 rebills?
Agents must still make this one attempt before ending save efforts when a customer becomes irate.
What is one initial save attempt?
Continuing to offer saves after the customer uses profanity results in deductions in this QA category.
What is Retention Effectiveness?
This scenario requires agents to ask about how quickly the customer goes through bottles, bags, or jars.
What is Too Much Product?
Discovery questions are not required for these subscription payment types in certain scenarios like Too Expensive or Too Much Product.
What are PayPal subscriptions?
This discount cannot be combined with any other save attempts except in the “Too Expensive” scenario.
What is 30% off?
Repeating save attempts after a customer says they want no further discussion will result in deductions under this QA category.
What is Active Listening/Reading (2.2)?
Agents are required to document save attempts, explanations provided, and the final outcome in this Salesforce section.
What is the Cases Tab under Chat Notes?
This scenario—where customers are unaware they signed up—requires explaining how subscriptions work before offering saves.
What is Unaware of Subscription?
Agents must avoid these types of questions because they do not help uncover details and can reduce effectiveness.
What are closed‑ended (yes/no) questions?
Agents must offer all relevant save attempts when customers request cancellations, except when these specific behaviors indicate they must stop.
What are irate triggers like profanity, ALL CAPS demands, threats, or boundary‑setting language?
If a customer firmly demands “CANCEL NOW,” agents must immediately stop save attempts and proceed with this.
What is honoring the customer’s request without further retention steps?
This QA rule states that agents must stop discovery questions immediately if a customer refuses to answer any further questions.
What is the Discovery Questions & Irate Customer rule from section 2.3?
In Upsell Confusion scenarios, agents must explain that promotional offers add to, not replace, the original order, using this required response.
What is the “Upsell Explained” response?