Description:  Where agent place orders

Tools Needed: AMS | Salesforce

Steps: 

1. VERIFICATION PROCESS (Customer's Name)

2. Confirm item description, price, and quantity

3. Confirm shipping address and last 4-digit of the card in spontaneous manner.

4. Provide order total

5. For BP orders (do not ask proactively) provide order total before the monthly payments (do not include due dates)

6. Ask cx if you're good to place the order

7. MASK THE CALL to ask for the CVV code

8. UNMASK the call after placing the order and Congratulate customer for the successful order

 Note: We No longer need to verify the email address on file. (update posted 07/16/24)

9. If there's no email please open Account Information Tab and check for Account Flag. If there's no flag about no email address, kindly ask for one and add it into the space for email address (Account Information Tab).

10. If the account flagged confirms no email dated within 6 months no need to ask for it

11. If there's no account flag, kindly add flag: **** No Email (Date today) (agent Initial)****  (Account Information Tab)

12. Deliver Personalized Closing spiel.

Suggested Note Template:

NOT APPLICABLE

Suggested Scripts:

VERIFICATION PROCESS (Customer's Name): 

"Have you shop with us before?"

"May I have your First and Last name please to address you properly."

For BP orders provide order total before the monthly payments (do not include due dates)

"Your order total is ___. And your first payment today would be __, and your succeeding monthly payment for __ months would be ___."

Confirm the email address where the customer will be receiving his/her confirmation number.

"Congratulations! the order went through successfully. You will be receiving order confirmation shortly on your email address _______."

Deliver Personalized Closing spiel

"Thank you for allowing shopLC to deliver Joy. Kindly stay on the line for a quick survey and enjoy the rest of your day."

"Thank you for always allowing ShopLC to delivery joy . Please stay on the line for a survey and stay safe always."

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Description:  When the customer called in to place an order and her information shows under two Active Accounts

Tools Needed: AMS

Steps: 

1. VERIFICATION PROCESS (Customer's Name)

2. Pull up the customer's profile by utilizing any available information. If the customer has a duplicate Active profile with shop LC, ask the customer which account you should use for the order.

3. Proceed to the usual straight sales call flow

Note: After placing the order successfully, please remind the customer to deactivate their duplicate account to avoid future mishaps when placing orders via our automated system or online.

4. Offer to transfer the call to customer service department to further assist with the deactivation.

5. Deliver Personalized Closing spiel before transferring the call to customer service department.

Suggested Note Template:

Reason of call: Sales line- duplicate active account

Action Taken: transferred call to CS line for the deactivation process after placing the order (order number) 

Suggested Scripts:

"We always prioritize your convenience, which is why we always encourage customers to retain only one active account with us. This will avoid further mishaps placing orders using our automated system and future website transactions. "

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Description:  When the customer called in to place an order but her account is blocked/ Inactive.

Tools Needed: AMS

Steps: 

1. VERIFICATION PROCESS (Customer's Name)

2. Pull up the customer's profile by utilizing any available information. If the customers profile shows blocked or inactive, kindly advise the customer about her/his profile status and encourage to stay on the line for the call to be transfer to customer service department.

3. Deliver Personalized Closing spiel before transferring the call to customer service department.

Suggested Note Template:

Reason of call: Sales line- Incatibe/ blocked Account due to      .

Action Taken: transferred call to CS line for further assistance.

Suggested Scripts:

" I regret to inform you that I am unable to process your order due to your profile status being inactive or blocked due to     . Having said that, I would like to connect you with our customer service representative to assist you in resolving the issue and placing the order afterwards. "

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