Say What?! (Abbreviation Edition)
Agents love this until it drops their score for missing one tiny detail.
What is QA?
This ClickCRM feature allows agents to receive and make calls.
What is Dialer?
This tells agents the correct steps to follow when handling a customer case.
What is Product Guide?
This sales foundation skill helps you truly understand what the customer needs.
What is Active listening?
This is the very first step when a customer call is received.
What is Greeting or Call Opening?
A money reversal or transfer from the consumer's bank account, line of credit, or credit card. It is a return of money to a payer or a consumer.
This is where should agents go in ClickCRM to locate a customer’s order?
What is Order Lookup or Customer Lookup?
This order status indicates the order has been created and has not yet been sent to fulfillment.
What is Not Sent status?
What should an agent do first when a customer raises an objection?
What is acknowledge and empathize?
This is the step where the agent summarizes the call, confirms the solution, and ensures the customer understands the next steps.
What is Recap?
A charge added to an order to cover the business's costs for packaging, processing (labor, materials, storage), and transporting the item to the customer, separate from the product's price.
What is S&H or Shipping and handling fee?
In Cartpanda, this where we can reach out in case agents are unable to edit/refund the account
What is Cartpanda Chat Support?
This is where all fulfillment-related concerns should be escalated.
What is Fulfillment House?
This type of question helps uncover the real reason behind an objection.
What is Probing Question?
This is the step where the agent verifies the product, quantity, and billing information before proceeding.
What is Confirming Order Details?
One of the On-Demand Product Fulfillment Services, and partnered logistics.
What is SO or ShipOffers?
Information we use to locate the customer's account
What is Name, Order Id, Email Address, Phone Number, Shipping Address, Billing Address, Last 4 Digits of Card Number?
The step where we confirm the customer’s identity or order details before taking any action on the account.
What is DPA or Verification?
This term describes the action taken to fully solve a customer’s issue and close the case.
What is Resolution?
This is the step where the agent reviews all details and tools to determine the root cause of a customer’s issue.
What is Investigation?
A retail strategies for preventing lost sales, either by finding alternatives when an item's out of stock (like shipping from another store) or by convincing hesitant customers to buy by addressing concerns, often through service recovery, discounts, or finding the right solution to their needs, ensuring the transaction concludes successfully for the business.
What is STS or Save The Sale?
This tool makes agents panic when it suddenly logs them out.
What is ClickCRM?
An order status where you need to escalate if the customer wants to change address or request for a cancellation
What is Processing Status?
This is the process of offering a product, showing its value, and guiding the customer to make a purchase.
What is Sales?
This part of the call ensures proper documentation and QA compliance after hanging up.
What is Notes or Documentation?