RH - Potential 2nd time buyer 

SOP: RH - Repair Kit (New Supplier) 

Macro: Range Hood: Potential 2nd time buyer 

Purpose:

To assist customers with concerns regarding the unavailability of parts for older range hoods, and to offer them a solution through the 2nd Time Buyer Program. This program provides a discount on new range hoods as a replacement for the outdated model.

Step-by-Step Procedure:

1. Acknowledge Customer Inquiry:

   • Greet the customer and acknowledge their concern about the parts compatibility with their older range hood model.

   • Use the following macro response for Zendesk to communicate the situation clearly:

Macro: Range Hood: Potential 2nd Time Buyer

Hello {{ticket.requester.first_name}}, 

Thank you for your patience. Unfortunately, this is an older unit, and the original Chinese supplier is no longer in business. As a result, we are unable to provide parts that are compatible with your current range hood model. Cavaliere acts as a distributor for Chinese-based suppliers, and since your original supplier is no longer in business, the hoods we currently offer will not be compatible with your old unit.

If you wish to replace your range hood, you would need to order a completely new unit to ensure compatibility and proper operation.

To assist you, we are offering our **2nd Time Buyer Program**, which provides a **30-40% discount** depending on the model. Please visit our website at [www.Cavalierehoods.com](http://www.cavalierehoods.com) and provide the SKU of the unit you are interested in, so we can issue an invoice with the best possible pricing.

Kindly note that we can only ship within the contiguous United States.

If you have any other questions or need assistance, please feel free to reach out.

Best regards,  

[Your Name]  

2. 
   

3. Provide Website Link:

   • Include the link to Cavaliere's official website where the customer can browse available range hoods and find the SKU for the desired model:
     Cavalierehoods.com.

4. Explain the Situation Clearly:

   • Reiterate that due to the discontinuation of the original supplier, their older model is no longer supported by available parts.

   • Ensure the customer understands that they would need to install a new range hood for a functional replacement.

5. Offer 2nd Time Buyer Program:

   • Highlight the 30-40% discount available through the 2nd Time Buyer Program. This discount will help mitigate the cost of replacing the entire unit.

   • Request the customer provide the SKU from their desired model on Cavaliere's website so that an invoice with the best pricing can be created.

6. Shipping Limitations:

   • Remind the customer that shipping is only available within the contiguous United States. If the customer is located outside this area, clarify that shipping will not be possible.

7. Track the Request in Asana (if applicable):

   • Create a task in Asana to request an invoice for the Customer. Assign to Anh. 

8. Follow-up:

   • After providing the necessary information, follow up with the customer to ensure they are satisfied with the solution and have received the discount invoice.

9. Final Resolution:

   • Once the customer has confirmed their decision and received the invoice for the new range hood, mark the case as resolved in Zendesk.

   • Ensure the customer has all the information they need to move forward with their purchase.

Key Notes:

• Clear Communication: Ensure the customer understands the situation with the old supplier and the need to replace the entire range hood.

• Customer-Friendly Solution: Offer a reasonable discount via the 2nd Time Buyer Program to make the replacement affordable.