Joe Bees
Embedded Files
About JoeBees:
About JoeBees:
What is.m4a
Our Role -
Our Role -
We are the order line for Joe-Bees 100% natural bee pollen supplement capsules. We will process order requests using the client's website, and take messages for customer service.
Call Handling:
Call Handling:
Important Notes.m4aThere are no office hours/ There is no address - If the caller asks take a message.
Any concerns about an order being placed incorrectly should result in a message
Shipping & Handling is $9.95, unless the order is a promo/ special
If the customer does not have an email address, use the 'Refused Email' button
All the information above is located within the info pages along with an active FAQ.
Place Order:
Place Order:
We will be using the client's website to place orders for our callers. Let's start with the opening screen.
1.You'll notice that this starts off like any other script. We ask for the caller's name, phone number, and email.
We have a little bit of a difference here when we ask for the number they used to dial us. Joe wants to know which number they're dialing so that he knows which advertisements are working.
Finally, we get to the call reasons. For this section, we'll be selecting "Place Order."
Note: If there is ever the slightest medical doubt or concern, refer the customer to speak with their physician before taking JoeBees.
2.After we hit "Next," we'll be taken to this screen where we will be asking the caller if they've ever ordered from Joe Bees before.
3a.If we select "No," we'll be prompted to ask the caller where they heard about us as well as which product they'd like to order.
We'll select which product the caller wants to order and click "Next" in the script.
3b.If the caller has ordered from JoeBees before, we will only be asking which product they would like to order. We'll select whichever product they choose and press "Next" in the script.
You'll notice that existing customers get 3 months free on the 6 month supply instead of the 1 month for new customers!
6458 Placing An Order.mp44.After selecting the product that the caller would like to order, we'll be taken to the WebOrder screen.
We'll have all of the information that we've gathered so far in the Summary box at the top.
Click "Open Website" to begin placing the order.
5.When you click "Open Website," something really awesome happens.
Depending on which Product you chose in the script for the caller to order, a page will pop up which gives you that exact product.
All you have to do is click the "Click to ORDER" button. There may be a small advertisement at the top of the screen, but just scroll down until you see the "Click to ORDER" button.
6. We'll be taken to a checkout screen once we click the "Click to ORDER" button. We'll verify that the correct item was added to the cart and go over the total cost with the caller.
7. If you scroll down past the shopping cart, you'll see a similar form to our SOP.
We'll gather the caller's shipping address as well as the billing address if it is different.
We'll tell the caller the shipping method. Joe uses UPS to ship out his product.
Finally, we will gather the caller's payment method.
Remember: We don't repeat back credit card information to the caller.
We will only be using the credit card method. We will never use PayPal or PayPal Credit.
8. After we've entered in the shipping, billing, and payment information, we can scroll down to the "Other Information" section.
If the caller has a coupon code, we will enter it here.
We will be entering in the caller's email address that we have from the script.
If we gathered how they heard about us, we will also be entering that here.
9. Hit that big green "Continue" button, which will take you to an order review screen before we finalize this.
10. We'll now be presented with the caller's shipping and payment information. Make sure to proofread for any mistakes.
If you don't see any, press "Send Order" at the bottom right of the page.
11. Finally, we will be presented with the "Order Confirmation" screen.
We will give the caller their order number.
Note: The order number is very long. We need to give the caller the entire number.
Now that we've completed all of the steps of placing the order in the client's website, we can return to the script and select a resolution for this call.
If we placed an order, then we will choose "Placed Order" and be given closing scripting for the call.
For a declined payment, we'll take a message for Joe to reach out to see what he can do.
If a mistake was made during the order process, we will be sending a message to Joe and he'll help us straighten it out.
If there was any other issue when placing the order, we'll send Joe a message to let him know and see what he can do about it.
Interview Request:
Interview Request:
If the caller is asking for an interview, we'll be selecting that option on the opening screen.
We'll then be prompted to ask them what the best time for a callback from Joe would be.
We also have access to the FAQ button here to answer any basic questions.
Once we have the best time to call and click "Next," we will be taking a message for Joe to call back as soon as possible.
Customer Service/ Consultations:
Customer Service/ Consultations:
For any customer service calls or for consultations, we will simply be taking a message for Joe to follow up with the caller.
Evaluation:
Evaluation:
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