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.
• NO documentation, NO sales Commission
• Sale must be logged within 24 - 48 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 the bankend notes on details portion.
• Sales validation will be based on the documentation in the Backend. Make sure backend notes are complete. Incorrect documentation, whether intentional or not, will be subjected to investigation. Once confirmed intentional sanctions will be given as per ZTP.
• Customer Interaction should be observed in every sale’s transaction. Communication is the key. This will ensure the validity of the sale. NO Customer contact, be it by email, chat, or inbound or outbound is Invalid Sales. NO Customer Interaction, NO Sale.
• For sales validity or any sales concern please refer to QA TEAM (Jared Bea and Ivy)

BACKEND NOTES
Call Documentation
Type of call: ( Inbound/Outbound )
Phone number: ( Customer phone number when call was received )
Time of call: ( Time when you receive the call )
Call duration: ( Minutes of the call )
Details: ( A Ticket ID or Chat Id for reference. Canceled order or duplicate order for reference )

                               ( Write down in detail what happened with the call )

SALES RECAP EMAIL

Dear Customer,

We are sending this email to provide you with a recap of what we have discussed regarding this product (xxxproductnamexxx) and we have successfully processed the order with Order ID xxxxx and which you have paid via (xxxmodeofpaymentxxx)

As we have checked, your order is currently in process and ready to be dispatched within 1-3 business days. But due to the ongoing pandemic, certain delays may happen but rest assured that our courier will do their best to deliver your order as soon as possible.

In the event that your tracking details is still untraceable, please do not hesitate to email us so we will be able to investigate for you.

Once again, thank you for your purchase

Should you have any questions, please do not hesitate to contact us right away.

Customer Service Representative