Difference between revisions of "Sales Guidelines"
| Line 2: | Line 2: | ||
• Customer contacts for assistance in placing an order. <br/> | • Customer contacts for assistance in placing an order. <br/> | ||
| − | • Customer needs assistance and was resolved by CSR and offers items for the customer to purchase. | + | • Customer needs assistance and was resolved by CSR and offers items for the customer to purchase.<br/> |
| − | • Customer contacts us for an item that is out of stock and instead we offer different item to customer which he/she decides to purchase. | + | • Customer contacts us for an item that is out of stock and instead we offer different item to customer which he/she decides to purchase.<br/> |
• CSR assisted a customer who’s having issues in: | • CSR assisted a customer who’s having issues in: | ||
| − | + | :- Placing an Order<br/> | |
| − | + | :- Paying for an Order<br/> | |
| − | • CSR convinced customer, who is not yet decided to purchase at the time of contact to buy immediately by giving discounts or advises customer to place an due to limited stock. | + | • CSR convinced customer, who is not yet decided to purchase at the time of contact to buy immediately by giving discounts or advises customer to place an due to limited stock.<br/> |
| − | • Customer is asking for discount and CSR processed an order with discounted/adjusted price. NOTE: Discounts should be less than or equal to $5 | + | • Customer is asking for discount and CSR processed an order with discounted/adjusted price. NOTE: Discounts should be less than or equal to $5<br/> |
| − | • Customer Interaction should be observed in every sale’s transaction. NO Customer Interaction, NO Sale. | + | • Customer Interaction should be observed in every sale’s transaction. NO Customer Interaction, NO Sale. <br/> |
'''Outbound Sales''' | '''Outbound Sales''' | ||
| − | • Pending orders: CSR successfully closes the order (24-hour Window should be observed for PayPal and CC purchases in Crazysales while 2 days for eBay stores) | + | • Pending orders: CSR successfully closes the order (24-hour Window should be observed for PayPal and CC purchases in Crazysales while 2 days for eBay stores)<br/> |
| − | • CSR can follow up cancelled orders and successfully close the order or place a new one instead | + | • CSR can follow up cancelled orders and successfully close the order or place a new one instead<br/> |
| − | • Pending orders with BPAY payment should NOT be contacted by CSR unless order is already cancelled and reached the cutoff period for BPAY payments | + | • Pending orders with BPAY payment should NOT be contacted by CSR unless order is already cancelled and reached the cutoff period for BPAY payments<br/> |
| − | • CSR called customer to offer consumable items | + | • CSR called customer to offer consumable items<br/> |
| − | • CSR called pending orders to follow up payment, must specify reason why still in pending | + | • CSR called pending orders to follow up payment, must specify reason why still in pending<br/> |
| − | • CSR called eBay customer who sent an email while an order placed is pending and was able to assist in finalizing the payment. | + | • CSR called eBay customer who sent an email while an order placed is pending and was able to assist in finalizing the payment.<br/> |
| − | • Email: Presale emails answered by CSR with sales templates with customer reply asking for order status/tracking/ETA will be considered valid sale if the reply is within 2 days. | + | • Email: Presale emails answered by CSR with sales templates with customer reply asking for order status/tracking/ETA will be considered valid sale if the reply is within 2 days.<br/> |
'''Note:''' | '''Note:''' | ||
| Line 24: | Line 24: | ||
'''Upsell call documentation''' | '''Upsell call documentation''' | ||
| − | Type of call: Inbound/Outbound | + | |
| − | Time of call: | + | Type of call: Inbound/Outbound<br/> |
| − | Call duration: | + | Time of call:<br/> |
| − | Details: (write down in detail what happened with the call) | + | Call duration:<br/> |
| + | Details: (write down in detail what happened with the call)<br/> | ||
'''Notes:''' | '''Notes:''' | ||
Revision as of 14:31, 3 December 2017
Calls/Chat/Email (Inbound)
• Customer contacts for assistance in placing an order.
• Customer needs assistance and was resolved by CSR and offers items for the customer to purchase.
• Customer contacts us for an item that is out of stock and instead we offer different item to customer which he/she decides to purchase.
• CSR assisted a customer who’s having issues in:
- - Placing an Order
- - Paying for an Order
• CSR convinced customer, who is not yet decided to purchase at the time of contact to buy immediately by giving discounts or advises customer to place an due to limited stock.
• Customer is asking for discount and CSR processed an order with discounted/adjusted price. NOTE: Discounts should be less than or equal to $5
• Customer Interaction should be observed in every sale’s transaction. NO Customer Interaction, NO Sale.
Outbound Sales
• Pending orders: CSR successfully closes the order (24-hour Window should be observed for PayPal and CC purchases in Crazysales while 2 days for eBay stores)
• CSR can follow up cancelled orders and successfully close the order or place a new one instead
• Pending orders with BPAY payment should NOT be contacted by CSR unless order is already cancelled and reached the cutoff period for BPAY payments
• CSR called customer to offer consumable items
• CSR called pending orders to follow up payment, must specify reason why still in pending
• CSR called eBay customer who sent an email while an order placed is pending and was able to assist in finalizing the payment.
• Email: Presale emails answered by CSR with sales templates with customer reply asking for order status/tracking/ETA will be considered valid sale if the reply is within 2 days.
Note: Customer approval and interaction should be observed before we place or cancel an order. If there is no approval, sales will be considered fraudulent and sanctions will be given as per ZTP Policy.
Upsell call documentation
Type of call: Inbound/Outbound
Time of call:
Call duration:
Details: (write down in detail what happened with the call)
Notes:
NO documentation NO sales Commission and Sale must be logged within 24 hours. If upsell is done in combination, chat and email please write down in details portion. If you called or cx called with a different number, put number in details portion.
Sales validation will be based on the documentation in the Backend. Incorrect documentation, whether intentional or not, will be considered fraudulent sales which is included in the ZTP guidelines.
Revised Last (Date: MM/DD/YYYY): 10/18/2016
