New Customer()

 Hello my name is ______,how may I help you?

 Great! May I have your account #, please?" (On the back cover of the catalog in the yellowbox.)

***If cust doesn’t have the acct number

 Is this your first time to place an order?
 May I have your first and last name please?
 May I have your complete BILLING address?
 May I have your Key Code please? (Inside the green box on the back cover of the catalog) “if none use default”
Note: (Reps must mention/verify what promotions are attached with the Key Code including Free Gifts.)
 Are We Shipping To This Address?
 May I have your telephone number please?
 How about your mobile phone # please?
Note:Line 2 is for SPECIAL INSTRUCTIONS (e.g.: Deliver at the Back Door).

 ”Would you like to add an email address for order confirmations and shipping information?”
Note:(If you add an email, the cursor will go to the OPT IN field and Y is set to default. Ifcustomer says remove the email then
type DEL to delete (don’t have to go to option 6 to remove).

Order Screen
 First item number please?
Verify only the Item Description, Quantity and Price
 Ask for the next item. “May I have your next item number please?”
*if need to modify the qty : Type “M” then the line item to change then type 1 then update the qty.
if need to delete item Type ‘M” then the line number then type 2 to delete the item

Note: No need to verify item number as well as the item availability (except B/O, Drop Ship and Sold out) and no need to repeat
item description, quantity and price if customer already mentioned it.
OFFER UPSELLL (if prompted, offer as many as you can)

Payment Screen
**If customer have a coupons.(Replacement Cert, Gift Cert and Coupon, Postcard) Leave internal notes if applicable.
Type D then select on the options
And if the (Replacement Cert, Gift Cert and Coupon, Postcard) cover the enter order total used the pay type 1:
Then on the check amount put 0.00
And ask for cc if there is a balance.

(MASK/UNMASK)
- May I have your Credit Card Number /Exp. Date?
Enter the appropriate Batch info for the call center. (CYBER)
- Order total including shipping and handling (minus any coupon/discount, if applicable) is...
- Your card will be charged__________.
- Your 11 digit order number is _________.
“Your order is expected to ship out by _____.
(always check “F” screen for ship out date)
- Is there anything else I can help you with today?
Thank you for ordering, have a good day.

4 Info you MUSTgive to customer

* Order Total
* When CC will be charged
* 11 digit Order number
* Delivery

Once order is done copy the order number

Hit Enter
Type “L” then paste the order number
Type 1 then hit enter to go inside the order
Hit enter to see option “F” provide the estimated ship out date.
Existing Customer

o Hello my name is ______,how may I help you?

o Great! May I have your account #, please?" (On the back cover of the catalog in the yellowbox.)
o Please verify the name on the account.
o Your complete BILLING address is…
o May I have your Key Code please? (Inside the green box onthe back cover of the catalog)
 Note:(Reps must mention/verify what promotions are attached with the Key Code including Free Gifts.)
o Are We Shipping To This Address?
o To verify your telephone number is xxx-xxx-xxxx?
o “To verify, your email address is ___”.
 If no email address on file: ”Would you like to add an email address for order confirmations and shipping
information?”
Note:(If you will add an email, the cursor will go to the OPT IN field and Y is set to default. Ifcustomer says remove the email
then type DEL to delete (don’t have to go to option 6 to remove).

Order Screen
 First item number please? Verify only the Item Description, Quantity and Price
 Ask for the next item.
if need to modify the qty : Type “M” then the line item to change then type 1 then update the qty. if need to delete item Type
‘M” then the line number then type 2 to delete the item.

Note: No need to verify item number as well as the item availability (except B/O, Drop Ship and Soldout) and no need to repeat
item description, quantity and priceif customer already mentioned it.
OFFER UPSELLL (if prompted, offer as many as you can)

Payment Screen
**If customer have a coupons.(Replcement Cert, Gift Cert and Coupon, Postcard) Leave internal notes if applicable.
Type D then select on the options
And if the (Replcement Cert, Gift Cert and Coupon, Postcard) cover the eneter order total used the pay type 1:
Then on the check amount put 0.00
And ask for cc if there is a balance.

(MASK/UNMASK)
- May I have your Credit Card Number /Exp. Date?
Enter the appropriate Batch info for the call center. (CYBER)
- Order total including shipping and handling (minus any coupon/discount, if applicable) is...
- Your card will be charged__________.
- Your 11 digit order number is _________.
“Your order is expected to ship out by _____.
(always check “F” screen for ship out date)
- Is there anything else I can help you with today?
Thank you for ordering, have a good day.

4 Info you MUSTgive to customer

* Order Total
* When CC will be charged
* 11 digit Order number
* Delivery

Once order is done copy the order number

Hit Enter
Type “L” then paste the order number
Type 1 then hit enter to go inside the order
Hit enter to see option “F” provide the estimated ship out date.
Catalog Request (New Customer)

Get info

 First Name Last Name

 Address
 Enter the default key code for catalog request
 Daytime phone
 Email.
 Hit enter to proceed

Catalog Request (Existing)

On the phone catalog order

 Type E plus the acct number

 Verify the name
 Type Y
 Enter default key code for catalog request
 Then type N
 Type N

Customer Service
-Cx is calling to check the status of the order

Pull up the order using the order number

If none use the following

1. First 3 letter of the last + Zip Code
2. Last 6 digit of the daytime phone number (336.4569)
3. Email address
4. Full name
5. Zip Code
6. Last name
If cust provide an order number

Brand Selection
>select what is the call type
>ask the cust name
>then veriy the billing, daytime and the email
> Verify 1 or 2 items
Hit enter the see the options
 P - used on invoiced orders to post a payment (Customer Service)
 K - displays what key code was used on this order
 F –displays the estimated shipping dates
 C - allows you to make changes and only shows if the order is open
 V - only shows if something is holding up the order such as non-
payment, credit card decline or a fulfillment hold
 A - allows you to cancel this order and only shows if the order is open
 S – shortcut to the A/R (accounts receivable) screens (Customer Service)
 I - displays notes left in the order by a previous agent
 D - shows what discounts were applied to this order
 T – displays the details of how the order was placed
 L –resends an email order confirmation – only works on 00 portion of
order – if not displayed, complete a print request form
 $ - displays credit limits for revolving credit customers only
 X - exits out of this order back to the account (order) history
 M – displays the tracking information once the order has manifested
(shipped)
 Z – displays all personalization and gift tag information