SALES Guidelines

Sales Guidelines

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 . It should be approved by TL or SME
• 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.

Outbound

• 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
• On eBay, pending orders or no payment. eBay team has a sheet, sales team will follow up.

Notes:
• Customer approval, consent and or interaction should be observed before we place or cancel an order. No approval or consent, sales will be considered fraudulent and sanctions will be given as per ZTP Policy.
• NO documentation, NO sales Commission