Customer calling to place their order  Steps & Questions to run through while on the call. 

 

CUSTOMER: "I would like place an order"

Agent: Okay let me go ahead an create an invoice for you to start your order.   Can I get your First and Last name?

 

 Open Fishbowl – Sales Order – New 

 

 Enter Individual for the Customer tab to open an invoice. 

Obtain the following information from the customer.

  1. Ship to Address: 
  2. Bill to Address (if different than Shipping Address): 

Product(s) of interest to purchase: Agent: What are you looking to purchase today?

  1. You will want to inventory to be sure we are in stock of the items that the customer is wanting to purchase. 
    1. Check Inventory- Go to Fishbowl- MONITOR tab - check SKU/item number and AVAILABLE Inventory quantities - this is the inventory that is available to sell to customers.
  • If the customer does not have a discount code that they would like to use or are they already using a discount code lower than your VIP, offer to provide them with your VIP code. 
    1. Agent: I do have a VIP code that I can include for you to take off 30% would that be okay? 
  1. CUSTOMER: "Thank you! That would be great"
    1. Agent: Of course!  I am inputting that discount code now it looks like it took off $____  for you.  

    • Verify Purchase with customer:
  3. Agent: So I have (Insert Product(s) that the customer is buying) for a total of ($___) going to (Verify Billing and Shipping Address)
  4. CUSTOMER: "Yes, that is correct."
    • Payment - Agent: Perfect.  It looks like everything is set up on this end, we are just in need of payment information whenever you are ready.
      1. Obtain Payment information from customer:
        1. Card Number
        2. Exp. Date
        3. Name on Card
        4. Billing Zip Code
  1. Process Payment – Notify customer once payment has been successfully processed.
  2. Credit Card Declined - If the Credit Declines there will be an "error" message will pop up. If this happens.
    1. Agent: I am sorry the credit card did not go through- can we verify the card number again.  Let's verify the "billing" Zip code that is something that could possibilly cause it not to go through.    
    2. Customer: Customer will provide you with the credit card number and billing zip code again.
    3. Agent: Thank you - I will reenter that now - I could have entered it incorrectly.  - R- enter the Card number and  Billing Zip code - process the payment.
    4. If the payment does not go through after verfiying the credit card & Billing Zip code you will ask the customer for a different Credit Card.
    5. Agent:  I am sorry that card did go through. Do you have another card that we can use?
    6. Customer: Yes, let's try this one
  3. Credit Card Decline after verifying card, billing zip code and or trying another Credit Card the card still does not go through -Agent: I am sorry the card is still not going through. I am not sure why it will not go through. What I would suggest is for you to contact the credit card company or bank that issued the card to see if that can provide assistance.
  4.  NOTE: Canada - orders may or may not go through without an issue.  We have noticed when processing orders for Canadian customers that Master Cards tend to not go through. If the Canadian customer gives you a Master Card try to see if they have another card that they can use to place their order.

Tracking: Agent: Do you have a phone number and email that we can enter for tracking purposes? 

  • Enter Name, Number, and Email in the Details Tab of the Sales Order.

 

 Because they purchased from LED Technologies, Inc. www.revivelighttherapy.com their device is registered.

 

AGENT: Let the customer know they are all set with their order, your device is processing to ship, once your order leaves our facility a confirmation email will be sent your way regarding your tracking information.

 

AGENT:  Is there anything else I can help you with today?

 

CUSTOMER: "How will it ship?   When will it get to me?"

 

AGENT: Of course, it looks like it will ship through FedEx, and will usually take about 3-5 business days to reach you.  Once you receive your tracking information that will provide you with an estimated date of arrival. 

 

If Customer provided a PO BOX to ship order to Switch Carrier from FedEx to USPS.

 

AGENT:  Is there anything else I can help you with today?

 

CUSTOMER: "Nope I am great, thank you for your help!"