3423996
Description
Flashcards by bernieleas, updated more than 1 year ago
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Created by bernieleas
over 9 years ago
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| Question | Answer |
| Why do we want our customers delighted and not merely satisfied? | Delighted customers are considered evangelists who will promote our products by word of mouth. Satisfied customers are not considered as evangelists. |
| What is our #1 rule as Customer Delight Specialists? | To surprise and delight our customers in every contact. |
| What are the different tools that we have in order to address our customer's needs? | HEARD Feel, Felt, Found Active Listening |
| Our 10 year foliage warranty applies to what non-clearance products? | Trees & foliage 12' and under in our Aspen Christmas, Vermont Signature, Napa Christmas, and Smokey Mountain Collections |
| What if the item under warranty is already phased out and they need a replacement part? | 1) We can offer a replacement light strand (free) and produce a new section in the offseason, or 2) Replace the whole tree and provide the customer a credit of the purchase price depending upon how long ago the tree was purchased. |
| What is the difference between the clear lights and Candlelight LED lights? | Clear lights are more traditional and more bright; Candlelight LED lights are energy efficient and have a warm glow. |
| If the customer would like the item to be shipped to a PO Box/APO address, what is the alternative? | inform them that we can deliver the item to the nearest FedEx store in their area. |
| What are the shipping options we provide to our customers? | Free Ground shipping (3-5 days) Two Day Air Standard Overnight |
| What is True Needle Technology? | The molding of polyethylin to the actual tips of the trees to make it look realistic. |
| How do I track my order? | Check my account/order status at the top right hand side of the site. |
| How many coupons can a customer use? | Customers may only use one coupon per order and current coupons may not be applied to past orders. |
| Do customers have to pay sales tax? | Yes, Balsam Hill charges sales tax when shipping items to California, Georgia, Idaho, Missouri, and New Jersey. |
| When does Balsam Hill charge a customer's credit card? | Credit cards are charged at the time of purchase. |
| When can customer's add a coupon? | After adding the item to their cart, click the view cart link and a box is a |
| Are Team Manila Customer Delight Specialists able to place orders for customers? | No, orders may only be placed by the customer online or through the customer service toll free number. |
| Where are Balsam Hill's return centers located? | New Jersey and California |
| Are all items under the clearance sale covered by a warranty? | Yes - 60 days |
| What are the first steps to troubleshooting a tree when the whole tree won't light up? | 1) Ask the customer if they have 5-10 minutes to troubleshoot 2) Ensure that the power cord is plugged into the wall socket. |
| True or False: It is best to shape your tree starting at the bottom and working your way up. | True |
| What is the best location to set up a lighted tree? | Near a wall outlet |
| What are the three criteria that will be considered "out of policy"? | 1) Return order after 30 days of receipt or after Dec. 25th (whichever is first) 2) Unauthorized returns 3) Damaged due to improper care or use |
| What is the warranty for trees over 12' tall? | Five year foliage/3 year lights |
| True or False: Balsam Hill trees delivered to the Philippines are covered by the warranty policy. | False: the US warranty only covers trees used in the US, Canada, and Puerto Rico. |
| Do we have warranties on accessory products? | No |
| Is it important to follow the HEARD guidelines on all interactions? | Yes. It is necessary to apply the guidelines on all interactions because it gives us the chance to address the customer's emotional and product-related needs. |
| What are the technical tools that were discussed that will assist us in helping customers, and when are these used? | Volusion - to check orders and notes for related orders Salesforce - to check cases & interactions with customers, find the history of customer contacts and work case tasks. |
| Our best recommendation for customers who want to feel and see the actual tree foliage is what? | Branch Sample Kit - cost is credited towards tree purchase |
| What is the foliage warranty on the Berkshire Mountain Fir? | 5 years |
| A customer made a mistake on the order - can it be canceled? | Customer has 30 minutes from order placement to cancel. If the order has been processed, treat the order under our return or exchange policy. |
| What options does a customer have it they want an easily set-up tree? | Flip trees Easy Plug Potted trees |
| Can a customer still take advantage of an item's sale price if they missed the sale by a few hours? | No |
| Can we offer a complimentary light strand for out of warranty trees that have a lighting problem? | Yes - we can offer one strand. |
| What is the most missed step of HEARD | D - Detailed Summary |
| What are the exclusions from warranty for li | Burned out bulbs and normal wear and tear |
| What are some great questions to ask before proceeding to troubleshooting? | 1) Ask if the customer has 5-10 minutes to troubleshoot 2)_ Ask for details that can help you identify the product/issue |
| Why do we need to use the Feel, Felt, Found method? | For a CDS to be able to best assist the customer and ensure the customer the CDS understands their concern and is working for them. |
| Do we ship BH items to countries in Asia? | Yes, through Bongo. |
| Can we change the shipping address if the status of the order is in "Pending Shipment"? | Usually no - check Warehouse Manager and with the Order Processing team to see if the shipping address can be updated. |
| Where do we find the Knowledge Base in Salesforce? | Library |
| Should we always check order notes when we handle a case? | Yes, so we can check on case history and could help resolve the concern of the customer. |
| Does Balsam Hill offer personalization? | Yes, on a variety of stockings and tree skirts at a cost of $5 per item. |
| What are the top 3 inquiries handled by Customer Delight Specialists? | 1) Product Inquiry 2) Order Status 3) Warranty |
| Can we ship items to Alaska, Hawaii, and Puerto Rico? | Yes, though there will be additional shipping fees. |
| Do we offer replacement of product if the customer changed his/her mind about the item? | No, we can offer to return or exchange the item. |
| If a customer refused to work with us and just wants to return the item purchased, will they be issued a full refund? | It depends. If they just didn't like the item, they will be responsible for return shipping. If the item doesn't work (lighting issues) and they refuse to have a warranty section sent, we will have the tree returned and issue a full refund. |
| Issuing a refund is a great tool to pacify a customer? | No, we don't want to just pacify and satisfy our customers, but instead delight them and make them brand ambassadors. |
| How much do we charge for shipping within the continental US? | Ground shipping is free |
| The time stamp seen in Volusion is in what time zone? | Pacific Daylight Time (PDT) |
| Name 3 parts of the tree not covered by warranty. | 1) Ornaments 2) Rolling tree stand 3) Other decor |
| Customer missed a sale. What do we do? | Offer similar products in the price range they're looking for, and recommend they sign up for the newsletter to receive sales updates. |
| What is the main screen of Salesforce called? | Service Console |
| If the customer orders and checks out by 9:30am PDT, when will their order ship? | Next business day - 12pm EST order cut-off |
| If one section of a tree is not lighting up, Balsam Hill will replace the whole tree. | No - we will replace the section. |
| How many branches are included in the Small Branch Sample Kit? | 8 |
| How long does it take for a customer to receive a tracking number? | Up to 48 hours |
| Are all Balsam Hill lights battery operated? | No |
| What does Instant Evergreen mean? | Light connections are made inside the trunk, and memory wire branches reduce the need for manual shaping. |
| What is the warranty for wreaths and garlands? | 5 years |
| What items are excluded from warranty? | Berries, fruits, twigs, flowers, and pine cones. |
| What is the indicator that an item is on clearance? | Price ends in $.99 |
| All trees come with a stand, but will all potted trees come with pots? | No |
| If a branch comes loose from the center pole, can the customer replace the hinge pin? | Yes - hinge pins are included in the small parts bag. |
| If a tree is purchased on Dec. 20th, can the tree be returned within 30 days? | No - tree must be returned by Dec. 25th. |
| What is the Customer Delight Specialists #1 responsibility? | Solving our customers problems |
| What is another name for the Magic Tree Finder? | Attribute Based Fiilter |
| How is the Feel Felt Found helpful in handling customers? | Feel helps the CDS empathize with the customer; Felt tells the customer that their problem is common and has been solved to the delight of previous customers (FOUND) |
| Where do you place your notes in Volusion once you have finished speaking with a customer? | Private Notes |
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