Capturing customer’s name at the beginning of the call and using it twice during the call.
Giving an affirmation to assist once customer has stated their purpose for calling.
Asking if they wish to be added to the sales/promotions email list.
Asking the HV/AV question if an order is NOT being placed.
Asking the full market channel question. "Did you see this on television, on our website, or in the catalog?”
If customer states that he will be watching it with his family
If a customer orders two or more of the same item
If a customer states that the item is a gift
If customer states that she was very moved by this program and wants every person in her neighborhood to watch it
Give the name, price, and brief description of the item to entice the purchase
Ask the customer if they want to purchase anything additional items
Ask if they would like to add the item to their order today.
Ask the customer if they are enjoying the weather they are having
Placing the caller on hold without asking them to hold.
Ask caller if they mind being placed on hold.
Give an approximate time frame of the hold.
Muting the phone line so they cannot hear you.
Return within that time frame and thank them for holding when you return
GSI sends Requests back to you if there is an issue with a Request that you have completed that needs to be fixed.
So GSI can ask you to contact a customer regarding an item
If you did not change the “Assigned To” box when completing a Research request.
If a customer makes a mistake on an order they placed that needs to be fixed.
Give an acknowledgement and place the order.
Apologize then given an acknowledgement and ask to place the order for them over the phone?
Try to build rapport by laughing it off.
Give the customer the number to the corporate Offices
Cold Transfer to Escalation Team