Registration / Order Taking

Description:  A new customer without profile that wanted to place orders

Tools Needed: AMS (Current Action Tab)

Steps: 

1. Put in the customer's phone number and click search

2. Verify if the customer has purchased from us before. Welcome the new customer and confirm the item that was already added to her cart (if there's any)

3. Confirm the item the customer would like to secure and add it to the cart. Confirm item description, price, and quantity

4. If not, kindly proceed with registration. (click BID FOR NEW CUSTOMER)

5. Ask for the customer's First and last Name (need to confirm)

6. Ask for any email address (validate)

7. provide cx's 4-digit pin

8. Ask for the shipping and billing address (need to confirm)

9. Ask for the cable provided and click SAVE CUSTOMER.

10. Ask for the credit card information

11. Start with the name on the card followed by the exp date, and confirm the billing address again.

12. MASK THE CALL and ask for the whole card number. UNMASK THE CALL and click SAVE CARD DETAILS and click CLOSED.

13. Thank the customer for all the information provided and redirect the call back to the item she wanted to purchase and provide the order total.

14. For Budget Pay orders provide the order total before the monthly payments (do not include due dates). Never offer Budget Pay proactively

15. Ask customer if you're good to place the order

16. Congratulate the customer for the successful order

17. Confirm the email address where the customer will be receiving his/her confirmation number. If the customer doesn't have an email address kindly open the account information Tab and add account Flag: **** No Email (Date today)(agent's Initial)****

18. Thank the customer for the business and advise about the free S&H for the next 3 orders.

19. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

Not Applicable unless there's another request apart from registration.

Suggested Scripts:

Verify if the customer have purchased from us before 

Have you purchased from us/ShopLC before?

Welcome the new customer.

Welcome to ShopLC Family! I see here that you have secure item _____

Registration

Let me add your information for us to place the order. May I have your first and last name please.

Let me put in all your information before we proceed. May I have your complete name please.

Ask for any emai Address (validate)

May I have your email address to send order confirmation and updates please.

What is your email address to send you order confirmation and updates?

provide cx's 4-digit pin

Here's your 4-digit pin for self help options. (Password in loggin in to shoplc website)

Asked for the shipping and billing address (need to confirm)

Where do you want us to ship this out? Is your Billing Address is the same as you Shipping Address?

What is your shipping address? and what is your Billing Address?

Ask for the cable provide 

For Marketing purpose, how are you watching shopLC?

For Marketing purpose, do you have a cable or satellite provider? or you're just watching as via antenna?

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 _______.

Thank the customer for the business and advise about the free S&H for the next 3 orders.

Once again, on behalf of shopLC I welcome you to the family! You will be receiving a free S&H for your next 3 purchases after this.

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.

Explore Suggested Scripts Here