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Orders - Call Flow

ORDER ENTRY CALL FLOW/SPIEL

Good Day, (Agent name) speaking may I have your account number please?
Could you please confirm your full name and first line of address?

FOR 3rd PARTY CALLER:

CX FULL NAME

FIRST LINE OF ADDRESS

DATE OF BIRTH (If DOB was not provided, ask for the phone number on file, if incorrect still, ask for the last order placed, If the caller cannot provide, ask the caller if the account holder is there to verify the account)

Thank you, may I have the offer code that you would like to use with this order?
Thank you, and can you please provide the reference number of the item that you’d like to order?
Thank you that is (STATE THE NAME OF THE ITEM) what would be the colour please?
Thank you, what would be the size please?
That's (STOCK STATUS) and (PRICE)

Next item please (until the customer say’s “No that’s it”)

8. PROMOTE SPECIAL OFFER (IF APPLICABLE). Don't offer Special Offer to a Third-party Caller

- Use an effective HOOK spiel, always include the Features, Benefits, and Price of the pitched item

9. PROVIDE THE ORDER TOTAL

The total value of your order is (PRICE) that includes (discounts, free postage, gifts)

10. PROMOTE EXPRESS DELIVERY: Don't offer Express Delivery to a Third-party Caller

“For additional THREE POUNDS I can offer you express delivery which means your parcel will be with you on (STATE THE DAY OF DELIVERY)”

PAYMENT SCREEN (If customer does have Personal Account):

“Would you like to add this to your Personal Account?”

PAYMENT SCREEN (If customer does not have Personal Account) Don't offer Personal Account to a Third-party Caller

“Have you thought about opening Personal Account with no upfront payment? You can try everything at home and after 28 days, decide whether you'd like to pay in full or speread the cost with installments (with interest)”. Would you like to know more about our Personal Account?"

PAYMENT SCREEN (If customer wants to pay by card)

“Let me just secure the line" enter sycurio reference number on genesys

“Alright the line is now secured, please type in the long number of your card into your phone keypad"

"Please also type the Security Number at the back of your card to your phone keypad" then ask for Expiry Date

NORMAL DELIVERY:

“Thank you and your order today has been processed, it will be with you within 7 days”

NOTE: Do not forget to quote the delivery timeframe of the other items (Out of Stock, Low Stock, and Direct Despatch Item/s)

EXPRESS DELIVERY:

“Thank you and your order today has been processed, it will be with you (SPECIFIC DAY)”

NOTE: Do not forget to quote the delivery timeframe of the other items (Out of Stock, Low Stock, and Direct Despatch Item/s)

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