Qbot - FBB Welcome Kit

CALL FLOW and SCRIPTS

Opening script for all brands

“Thanks for calling! [Agent Name] here, your fashion expert. How may I assist you today?”

Opening script for Brylane Home

“Hi. Thank you for calling Brylane Home. This is [Your Name], how may I help you?”

Acknowledge request and confirm assistance

“Sure! I’ll be happy to assist you in placing your order.”

Account Verification

A. If system displayed an account – ask for the caller’s name and zip code:

“May I have your name and zip code please?”

B. If system did not find any account, pull up the account by:

a. Ask for the Yellow box number

“Let me just pull up your account. May I have the yellow box number on the back of your catalog please?

Once account has been found - “May I know who am I speaking with?”

b. Match CD - Ask for the caller’s name and zip code

“May I have your First Name, Last Name, and Zip Code please?”

Addressing your customer

Always call them by their last name. "Mr./Ms. [Customer's Last Name]

Ask for the blue box number/media key

“May I have the first four numbers in the blue box at the back of your catalog please?”

Order Entry

“Thank you! And now, let’s go shopping!”

If customer has an existing PLCC, click OTB

"I see you have a total of ($xxx) available credit for your order today. What's the first item you'd like to purchase?"

Confirm item name and ask for the size and color:

“That is a [V-neck tunic] and in what size and color please?”

“Thank you. Nice choice of color. Added it to your cart, May I have your next item number please?” - [Repeat until customer is done with all her items]

If an item/color is already sold out:

“I’m sorry the [Navy] color is already sold out, the only available colors are [Black; Pink; & White], and which one would you prefer instead?”

If an item is pre-order:

“I’m sorry, the [Raspberry] color is pre-order and I can have it reserved for you. Expected ship date is on [Date]. Shall we go ahead and add this to your cart?”

[If yes] -”There you go, I have added that to your cart, May I have your next item number please?”

If customer is done with her order:

“Let me now check-out your order…”

Add On offer

Agents are to offer first an add-on following the 5 Elements; Item Name, Page Number, F & B, 20% Discount, and Assumptive Close.

After the 5 Elements, agent can say... "I am happy to honor the discount for as many colors and sizes as you would like. Let me know which one to add!"

“And as a way of saying Thank you for shopping with me today…”

Offer flow (item name, page number, features & benefits, 20% discount, and assumptive closing)

“We have a [wide leg fine line jeans] on [page 12] of your catalog, that has an elastic waist band. Comfortable to wear perfect for your everyday activity. I can add this to your order today with a 20% discount. [I already have your size, what color would you prefer? / In what size and color shall we add?]” "I am happy to honor the discount for as many colors and sizes as you would like. Let me know which one to add!"

20% Customer’s Choice:

Initial: “As a thank you, enjoy 20% off a different color or size of your item! Which one should I add?”

Rebuttal Offer: If customer declines the additional color, then advice the customer, they may pick any item in their catalog for the 20% discount.

“I am happy to honor the 20% discount on a different item of your choice! Which item number would you like?”

Offer Gift Card (If prompted)

“Need a gift idea? Send a Full Beauty Gift Card. What amount can I get for you?”

“Let me now continue to Check-out…”

Confirm shipping

“Would you like to receive your order by [Monday, November 6] with express shipping for just an additional $11.99?” - read verbatim (as it is written)

“Is your billing and shipping address the same?” IF NO – add the shipping address

[PLCC Offer] – If appeared – Offer Initial Spiel and rebuttal spiel when applicable

Process Payment

If customer has PLCC account:

A. “I have placed this order on your [Woman Within] account.” [VERBATIM]

If none:

B. “How would you like to make your payment for today’s order, are we going to use your credit or debit card for today’s order?”

If customer will provide Visa, MasterCard, Discover or American Express, ask the following:

“May I have the name as it appears on the credit card?”

“Would you like us to keep the credit information on file?” then MASK the call when getting the credit card number, expiration date and security code (CVV).

If there is a credit card saved:

C. “Would you like to use the credit card on file?” If yes, “please verify the last 4 digits of the credit card and the security code (CVV).” (MASK the call when customer is providing CVV.)

If customer has Gift Cards or Rewards Certificate

"Before we finish up, did you want to apply any of your rewards or gift cards to cover your order? Let's apply them now, shall we?"

Email Capture

“Your shipping status, exclusive promotions, and email confirmation will be sent to what email address?”

A. “May I have your email address please?” – If no email on file or

B. “The email address we have on file is _____@____.com, is that correct?” – If there’s an email on file.

OPT-OUT – If no email provided or customer doesn’t have an email.

OPT-IN – If email was provided or the email address on file is correct.

“Let me now place the order…”

“And while waiting for the confirmation…”

[MRP Offer] – Offer the Member Rewards Program spiel and rebuttal spiel when applicable

Delivery Date: “You should receive your (available) items on Monday, February 26.”

Closing script (NPS)

“I have placed your order as you requested.”

“Until next time, dress to impress with [brand name]. Goodbye.”

Closing script for Brylane Home.

“I have placed your order as requested. I think we’re all set now. Thank you for calling. Have a nice day!”

Closing script for PLCC acceptance (All Brands).

“Kindly stay on the line for some important information regarding your new credit card, thank you.”

Other Sample Speils

HOLD SPIEL: “Can I put you on hold for a minute or two, while I check on my resources?”

“Thank you for staying on the line…”

GHOST SPIEL: [Opening Spiel 3x]. “I am sorry, I’m not hearing anything on your end. Please call us back. We’ll be more than happy to assist you. Thank you. I will now disconnect this call.”

DOWNTIME SPIEL:

“We're currently limited with our access and we can provide complete details within 24 to 48 hours.”

CALLER USING PROFANITY:

You should warn the customer 2 times before disconnecting.

Script: “I do apologize, I am trying to assist you. Please refrain from using profanity.”

If caller has not stopped using profanity agent can disconnect the call by using the script:

“I do apologize but you haven’t stopped from using that kind of language. I am going to hang up and release the call"

REQUESTING FOR A SPANISH SPEAKING REPRESENTATIVE:

*For Spanish Speaking customers, kindly advise them to redial the number and choose "option 5" "Volver a marcar este numero y elegir la opcion singko."

PLCC Offer Script:

All agents with an even number at the end of their ID will receive the control script and all agents with an odd number will receive the test script.

INITIAL CONTROL             

GREAT NEWS, YOU'RE PRE-APPROVED FOR A WOMAN WITHIN CREDIT CARD. BY ACCEPTING TODAY’S OFFER, I WILL TAKE $10 OFF TODAYS ORDER AND YOU’LL ALSO RECEIVE A $10 REWARD TOWARDS A FUTURE PURCHASE. PLUS, ALL THE ADDITIONAL BENEFITS CARD HOLDERS RECEIVE.

[Mention 2 or more Benefits]:

[No Annual Fee]; [Flexible Card]

“This has no annual fee, and you can also use it with any of our brands like Woman Within, Roamans, Ellos, and more!”

“SO LET’S GO AHEAD AND SIGN YOU UP, OK?”

[Exclusive Card Holder Phone number]

[Earn $10 Reward Certificate]

[Free Shipping 4x a year, (minimum purchase of $75)]

[Birthday Surprise]

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?  

REBUTTAL          

This exclusive deal is ending soon. By accepting the card, you will receive free standard delivery today and four more times annually for eligible orders above $75. Additionally, you'll get a unique birthday treat and accumulate reward points with each card usage. Are you ready to seize this opportunity?

_________________________________________________________________________________

TEST 1 - NEW

INITIAL CONTROL             

[Mention 2 or more Benefits]:

[No Annual Fee]; [Flexible Card]

“This has no annual fee, and you can also use it with any of our brands like Woman Within, Roamans, Ellos, and more!”

“SO LET’S GO AHEAD AND SIGN YOU UP, OK?”

[Exclusive Card Holder Phone number]

[Earn $10 Reward Certificate]

[Free Shipping 4x a year, (minimum purchase of $75)]

[Birthday Surprise]

THANK YOU. TO COMPLETE THE PROCESSING OF YOUR APPLICATION, WOULD YOU VERIFY THE LAST FOUR DIGITS OF YOUR SOCIAL SECURITY NUMBER, YOUR DATE OF BIRTH AND PHONE NUMBER?        

REBUTTAL          

Closing and Disclosure:

“Kindly stay on the line for some important information regarding your new credit card, thank you.”

Member Rewards Program/VIP Offer Script

“Great News! Mr./Ms._______, as a valued {BRAND} customer, you qualify for our Member Rewards Program, where you will receive a shipping rebate up to $15 on today’s order – that’s a savings of [$15] on today’s order alone, just for trying this great program!

As a member, you’ll get shipping rebates and 10% back in rewards on future orders you place with us and any of our family of brands, including: Woman Within, Jessica London, Ellos and more. You will also get 5% back when you shop at over a thousand retailers including Costco, Walmart, Walgreens, Target, BJs, and more.

REGULAR MRP Offer script:

A. [“Best of all, you can try our Member Rewards Program FREE for 30 days!

Let’s sign you up today, OK?”]

STAND ALONE (PLCC) Offer Script:

B. [“Best of all, you can try our Member Rewards Program FREE for 30 days! After your 30 day trial, your Rewards Membership will automatically continue monthly for just $16.95 plus tax if any. Can I go ahead and enroll you in the program today under the terms I have just described?”]

Terms & Conditions - Read Verbatim

If the customer says yes:

“That’s great! Let’s get you started today so you can enjoy all the Member Rewards benefits for 30 days for free. If for any reason you decide the program is not for you, just call the toll-free number in your welcome packet during your trial to cancel and you won't be charged. Otherwise, do nothing, and after your 30-day trial, your access to the Member Rewards program will automatically continue for just $16.95 a month, plus taxes, if any, charged to the same account you used for your purchase today. OK?”

*Must get an affirmative ‘yes’ or ‘okay’ from the customer*

Acceptable forms of Yes:

Yes, Yeah, Okay, Sure, I’ll try it, I’ll try the program

Electronic Signature

“Now, to confirm your trial membership in {BRAND’s Member Rewards}, I'll need you to enter the last four digits of the credit card that you just provided on your telephone keypad. This will be your electronic signature to enroll in the Member Rewards program under the terms I just described. Go ahead; I'm ready when you are.”

Thank you and Closing

If the 4 digits were heard:

“Thank you, Mr. /Ms. _______! Your welcome packet will arrive in about ten days with instructions on how to claim your shipping rebate on today's order. If for any reason you need to contact us about the Member Rewards program or wish to cancel at any time, please don't hesitate to call us at {INSERT BRAND PHONE NUMBER} to speak to a representative.”

If the 4 tones were NOT heard:

“I did not hear all four tones. Can you please re-enter the last four numbers of your credit card on your telephone keypad? Thank you.”

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Rebuttals to Choose From

Rebuttal #1

“I completely understand your hesitation, however, when you enroll today you will receive a shipping rebate up to $15 on today’s order, 10% back and shipping rebates on future orders, plus 5% back when you buy everyday products such as: food, clothing, cosmetics, gifts and much more with our marketplace retailers. This is a great opportunity where you can earn rewards to use with any of the Fullbeauty Brands. So let’s sign you up today so you can start saving, OK?”

Rebuttal #2

“I completely understand Mr./Ms.____, however, when you enroll today, you will receive 10% back next time you shop with us, and remember, you’ll receive a full rebate on that shipping! You also will receive 5% back from purchases at retailers like Walmart, Amazon, Costco, Target, and BJ’s! Let’s enroll you today so you can start saving, OK?”

Rebuttal #3 (Do not use this one)

“Mr. /Ms.____. Keep in mind that the 30-day trial is FREE! This gives you a chance to evaluate all the great benefits the Member Rewards program has to offer! Should we enroll you today so you can see how much you can save?”

**If they say yes here, go back to the Member Rewards offer and follow the script**