SUGGESTED SCRIPTING

SOLD OUT / RESELL  Spiel. : "I'm sorry, the item that you're trying to order Mr./Ms. Smith is already sold out / out of stock. However, don't you worry we have great deal items for today. We have this lovely dress on page…" (Insert your Add On scripting)

"I'll be happy to assist you placing your order, however were having a system upgrade as of the moment we are not be able to check if your item is available also for the total &confirmation number . I'll be happy to place it manually or thru online. would you like to proceed."     

NOTE: CX SAYS “YES” , AFTER PLACING THE ORDER  (advise to call back 24-48hrs to check if the order was successfully place)

Script: “I am sorry, I’m not hearing anything on your end. Please call us back. We’ll be more than happy to assist you.”

Agent will do the opening three times or announce themselves 3x before assuming that there’s no customer.

Note: Each spiel/warning should be delivered within or less than 10 seconds.

You should warn the customer 3 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"

PLEASE KEEP IN MIND WHEN A CUSTOMER INQUIRES ABOUT THE SALES TAX BEING CHARGE IN THEIR ORDER/STATE:                                                                            *We are required by law to collect tax where the state is mandating the collection of sales tax 

 *If the customer feels this is an error, refer them to the tax office in their area or state tax comptroller