SOP: Handling New Orders – UpWellness (Inbound Calls)

Purpose

To ensure all inbound customer orders are handled professionally, consistently, and effectively while providing excellent customer experience, accurate order placement, and appropriate value-based upselling.

1. Greeting & Call Opening

Call Handling Guidelines:

• Maintain a warm, friendly tone.

• Smile while speaking to convey positivity.

• Confirm call recording disclosure if required.
  
  

Standard Opening Script:

• Thank the customer for calling UpWellness.

• Introduce yourself by name

• Ask how you may assist them

• Ask for the customer’s first name to personalize the interaction.
  
  

Objective:

• Establish rapport.

• Identify the customer’s intent (placing an order).

2. Discovery & Customer Education

Call Handling Guidelines:

• Stay conversational rather than scripted.

• Listen actively without interrupting.

• Ask open-ended questions.
  
  

Key Actions:

• Ask what motivated them to call or what health goal they are addressing.

• Provide 1–2 relevant product benefits only.

• Avoid medical claims; position supplements as wellness support.
  
  

Objective:

• Build trust.

• Understand needs before placing the order.

• Provide helpful, non-pushy education.

3. Order Preparation

Before placing the order:

• Confirm product selection.

• Verify quantity requested.

• Confirm customer details if needed (shipping/payment per process).
  
  

Objective:

• Ensure accuracy before checkout.

4. Upsell Step 1 – Subscribe & Save Offer

Positioning Guidelines:

• Emphasize customer savings and convenience.

• Highlight flexibility (pause, skip, cancel anytime).

• Keep tone helpful, not forceful.
  
  

Key Points to Mention:

• 20% subscription savings.

• Consistent usage benefits.

• Possible additional courtesy discount if applicable.

If Customer Accepts:

• Set up a subscription order.

• Reinforce flexibility and benefits.
  
  

If Customer Declines:

• Respect decision.

• Smoothly transition to bundle offer.

5. Upsell Step 2 – Bundle Offer

Positioning Guidelines:

• Focus on value, convenience, and product variety.

• Avoid making it sound like overselling.
  
  

Bundle Sequence:

1. Present 6-unit bundle as best value.

2. If declined, offer a 3-unit bundle alternative.

3. If still declined, proceed with the original order without pressure.
   
   

Objective:

• Increase order value while maintaining positive customer experience.
  
  

6. Order Confirmation & Closing

Key Steps:

• Confirm order successfully placed.

• Inform customers about confirmation email.

• Explain shipping notification and tracking details.

• Offer continued support availability.
  
  

Closing Guidelines:

• Thank the customer genuinely.

• Provide your name again.

• End with a warm, professional farewell.

7. Customer Experience Standards

1. Always remain courteous and professional.

2. Avoid interrupting customers

3. Prioritize clarity and empathy.

4. Focus on helping rather than selling.

5. Ensure accurate documentation of orders.