Day 1

3 days discussion
4th day - chat sbs
5th day - calls sharescreen
------------------
customer service training sheet
cs - ed 1&2
------------------
tools:

main tool:
BC > notes
phones/chat/email - billing/orders (when we are contacting the vendors cc: me,
chel, let, jc, jo)
RING CENTRAL: PHONES
ZOHO: CHAT
DESK: EMAILS

FORM&SHEETS:
CANCELLATION FORM/SHEET
EXPEDITED SHIPPING FORM/SHEET

CUSTOMER CONTACT SURVEY: (PHONE/CHAT/EMAIL)

PROMOTIONS TRACKER: WARRANTY

WEBSITE UPDATE REQUEST:

PAYMENT METHOD:
CREDIT CARD - PROCESS OVER THE PHONE NOT IN EMAIL/CHAT
AFFIRM - LOAN
**IF THEY PLACE ORDER ONLINE

TO CHECK PAYMENT HISTORY: *BRAINTREE

USE CX NAME/EMAIL ADDRESS/PO

CANCEL/REFUND -

***PAYPAL/CC WE WILL SAVE RECEIPT AND SEND TO CX

**AFFIRM - NO RECEIPT - REFUND ID TO GIVE TO CX - PROVIDE TO THE CX TO LET THEM

KNOW THAT THE REFUND HAS BEEN PROCESSED

**PAYPAL - PAY & GET PAID - VIRTUAL TERMINAL - (AMT, ORDER, NAME, CARD #,) - TAKE
NOTE TRANSACTION ID (NOT USED EVERYDAY)

FEDEX - RETURN POLICY: CREATING MANUAL LABEL

GD - TICKETS/EBAY

PERRIN/AILEN - SUPCALLS

5 EVALUATIONS EVERY MONTH

SCHEDULE:

===========================
DAY 1

CS ED 2 11/21/2022

Tools

BC - Customer Info >

Emails - Order/Billing > Looking Order Information

Categories: Important categories (highlighted in yellow)

Highlifter > Best brand for clutches

Bumper and brush guards > best bramd bison, bad dawg

best suppliers

SuperATV - largest dealer - manufacturer of the product

SATV > Category > (click a category) READ > WATCH VIDEOS

Watch youtube

========================
Category and Brand Knowledge:

Polaris Ranger > Utility Machine ? 60% Work, 40% Recreation

Polaris RZR > Rec Machine > 90% Recreation, 10% Utility > Types of Riding: (Trail
Riding, Mudding, Sand dune)

Polaris RZR RS1 > Racing Machine > 100% Recreation

Polaris General > Rec/Utility Machine > Sport version of the ranger > 70%
recreation, 30% utility >

CanAm Defender > Utility Machine > 80% Work, 20% Recreation

Can Am Maverick > Rec Utility > 70% Recreation, 30% Utility

==================
CALL SAMPLES:

1. Order Inquiry:

Sample Spiels: Thank you for calling, My name is Eula. How can I help you today?

Get the order # > clarify the customers order > check > get the email used to place
the order > spell it out > acknowledged if it's correct > checking > ask when did
the cx place the order > ask cx complete name > clarify the order that you're
seeing on your system > give the cx the TN so that he/she can track the order
(email or can give it over the phone) if not seen in inbox please try to check
junk/spam folder.
Anything else that I can help you with today?

2. Placing an order:

Thank you for calling, My name is Eula. How can I help you today?

Let me assist you with that > Do you happen to have the part # or the SKU? >
Acknowledge > Check the order > Clarify > Ask the cx name > get the email address >
pull up the order form > ask for an alternate email if he would like to use > ask
for the billing address and zip code > ask for the shipping address > phone number
> repeat the information provided if everything is correct > let the cx know the
total including the shipping fee > wait for the cx to agree > get the card number >
expiration date and the code > submit the order > while waiting for the
confirmation > ask if there's anything else he wants to check > advised the order
confirmation >

STANDARD SHIPPING: 3-5 BD by that time we should be able to provide the TRACKING
NUMBER > give 7 BD for the courier to complete the delivery > in most cases, 3-4 BD
to deliver the item.

(BACK ORDER): ADV ETA > WE APOLOGIZE FOR THE DELAY MOST OF OUR PARTS AND
ACCESSORIES IS ON BACK ORDER DUE TO THE HIGH DEMANDS IN COVID BUT WE HAVE AN ETA
ONCE THIS SHIPS OUT, WE WILL PROVIDE THE TRACKING DETAILS.

3. PRODUCT INQUIRY

Thank you for calling, My name is Eula. How can I help you today?

I'LL BE MORE THAN HAPPY TO ASSIST YOU.

GET THE ITEM/SKU # that you're trying to check > Order # > may I have your name
please > ask the year of the model >

4. Refund

Thank you for calling, My name is Eula. How can I help you today?

ask the cx name > year/model of the machine >

5. Cancellation

Thank you for calling, My name is Eula. How can I help you today?

can I have the order # or email used to place the order > how did you place the
order? > i can go ahead and request to have this cancelled > please be advised that
within 1-2 BD you should receive an email notification from me with the refund
receipt > any other questions? >

==============================
Machines:

Polaris Ranger - Utility Machine

1. fast / speed
2. offroad capability (mud, snow)
3. comfortable machine > seats comfortable > suspension are fantastic
4. versatility > plow snow, plow rock
5. payload and towing

Polaris RZR - Rec Machine

Polaris RZR RS1 - Racing Machine
Polaris General - Rec/Utility
CanAm Defender - Utility Machine
CanAm Maverick - Rec/Utility
CanAm X3- Rec
CanAm Commander - Rec/Utility
Honda Talon - Rec
Honda Pioneer - Utility Machine

=========================
4 ways how to contact:

phone
chat
email
text (Leticia)

why they are contacting?

- order inquiry

verification of their machine

*check the fitment - year/make/model

*check the availability of the item

*check google or other resources

*ask if we can callback or place them on hold

- technical questions
- will look for an item (if it will work or available)

- installation - use all of our resources before we reach out (website, or vendor
website)

- delivery/speed - shipping > website > double check inventory (vendor) - make sure
that the info is correct.

- custom made items - there's a disclosure > waiting time

- ordering issue >

if no email - billing@gearup2go.com
they can reach out thru phone, chat, text if they want to know the status of their
order.

adding to cart > reason: might be OOS

*pricing question > you can see on the website (without tax)

Reminder: billing should be the same as credit card.

Tip: advised the customer for the total amount

should we proceed with the order?

remind about the shipping

place notes > new order > action > cst date > note: placed order for the cx - then
EI
-----------
*sale > sent by marketing team > will advise

if ask until when?

as of now, if it's on sale we can't guarantee when it will end.

----------------
*discount > pre-approved discount > Discount05 (new customer, military, veteran)
that will give you a discount

more than 5% - needs an approval (Che)

more than 10% - needs an approval (Jo)
mi
*vehicle inquiry > some they are confused > we sell aftermarket parts/accessories

*physical store > we do not have one >

SPIEL: our main warehouse is in appleton, wisconsin and i'm actually working
offshore but all our
parts/accessories are being shipped within United States.

remote warehouse not vendor

*International shipping - we do not offer , alaska and hawaii within only the
continental of US

*Expedited shipping - Yes, we do offer. (not in custom made - cause it's built to
order)

Suggested Script
We can certainly submit a request for expedited shipping and see IF we can expedite
it and what the cost would be. Depending on the size of the item, Expedited
Shipping can cost anywhere between $50 - $250 to Overnight or 1 Day a package. If
this is something you would still like a quote on, I will need the following
information.

turnaround time: we will contact them by phone within day

if weekend, the following business day.

3-5BD / 5-7BD

*IN STOCK: 3-5 BD SHIPPING TIMEFRAME

*FOLLOW UP- JUST WANNA CHECK IF THIS HAS BEEN ORDERED AND PROCESSED // COPY
BILLING/ORDERS EMAIL

==========================
11/09 - PROCESSED

INQUIRE TO VENDOR:
WILL GET BACK WITHIN 1-2 BD OR 24-48HRS

indicate sku and qty

check expedited shipping request

===============
*always submit customer contact survey*
==========================
Reminder: If we do tax exemption: we do not do tax exemption.

SPIEL: We understand that you cannot pay taxes and that there are some companies
that offers tax exemption however we cannot manually remove the tax as it
automatically being added when the item was ordered. You can send your document if
you wish to but you would be advised the same thing for sure and I'm sorry about
that.
======================
Braintree

transactions > click all (make sure it was selected) > search > all of the txns
that were declined > click on the txn ID > status

=================
FedEx: Return Label Instruction:

Log-in to company's account > shipping > create shipment > from (the customer's
address) > to (warehouse) > package shipment (the following day) > service type >
schedule/pick up (drop off) > SHIP > print a lable (print to PDF) > save > send it
to the customer.

=======================

Product availability - stock status - checking

may I know what is the item? > check >

Return - received an extra tires

Ask for thr cx name > received an extra set > original order discussed > the cx
received 6 tires but he only needs 4 > place on hold to gather info > send a return
label

=======================
bookmarks

websites

ranger
rzr
can am
bronco
tesla
yamaha
kawasaki
f-150
tools:

======================
always chck fitment and availability

=====================
ring central

status:
avail - accept queue calls (on)
if bio/log out - DND (do not disturb)
invisible - no internet

outbound - if you want to confirm something

dialpad - for outbound and transfer

disconnect - if the cx wants to talk to previous rep

main company number -

if who is scheduled for chat (if backend has a request for outbound)

if you will take a call -

customer contact survey is up

notepad
bc
emails

if avail - check tickets/emails - for follow up

chat - open tickets -

==============================
return - within the 90 day period
used paypal -

look for an item

----
RETURN CENTER - 1-2BD for approval

PO
email address of the cx
then reason
click done
==============
If fitment issues: after the customer received the item

Check cx year/make/model
If the cx don't know - get the VIN and check
===============
gun rack
2023 kawasaki mule pro fxt
===============
order status:

multiple shipment - receive

================
return - fitment issue

rear view and side view not fit (2022 defender)

confirm if the order that was placed is correct

go to order/billing search the order # >
upon checking website, it fits the machine

cx called to report fitment issues on (SKU) on their (year/make/model) confirmed

(SKU) will not fit (fitment error on our website)
- will fit but vx has a factory cab - cx req to return both items to refund - adv
will cover return - (put RMA)
ADV CX TO WAIT FOR UPDATE ON APPROVAL WITHIN 1-2 BD.

WEBSITE UPDATE REQUEST

GO TO PERSONAL EMAIL > KARREN EMBIDO CC: CHELYN, JO, NICOLE DORN

spike's application chart - fitment

SUBJ: (SKU | FITMENT UPDATE)

HI KARREN,

Kindly assist in updating our product fitment for

As per spike's application chart, this item will only fit a can-am comm and mav.
Please remove the fitment for can-am defender.

put PO
RMA #:

SEND
====================================
IF MULTIPLE ITEMS:

TO KNOW THE WEIGHT check the TN > CHECK PACKAGE DETAILS >

COPY TN AND PRINT > CREATE FOLDER > SAVE

====================================

zoho > sales IQ and desk >

if not assigned on chat > busy status

desk > open tickets >

=====================
CANCELLATION:
in stock - 3-5BD

beyond the shipping timeframe - check notes in BC > check order/billing email >
check with the vendor > follow with the vendor > adv the cx that we will adv within
24-48 hrs or 1-2 BD.

cancellation/refund is within 1-2 BD

offer store credit - would you be interested for a store credit instead of a refund

notes: cx called in to cancel order due to BO - offed sc but declined -

cancellation request sent - ei
============================
if the order already cancelled, send the receipt to

to create a ticket: + sign > copy email address > subject: PO # > Status: on hold >
channel: email > submit

=============================
check shipping details > invoice > if there's already TN
===========================

CX WANTS TO CHANGE THEIR INFORMATION:

email address: we can't edit it

(action: note on BC)

address: we can't edit it

(action: note on BC)

REMINDER: NOTIFY WITH THE RIGHT CHANNELS ABOUT THE INCORRECT ADDRESS.
==========================

10% discount (NEXT ORDER) - if the cx cancel order due to BO, discontinued, OOS -
if they accept - send email to che

IF NOT MENTIONED > YOU CAN OFFER ONCE YOU'VE SENT THE REFUND RECEIPT

THERE ARE ITEMS THAT OFFERS 3BD DAY GUARANTEE DELIVERY:

IF BO, 10% DISCOUNT ON THEIR NEXT ORDER

satv / assault industries

pu
wps
tucker
emp
highlifter

IF NOT DELIVERED : > APOLOGIZE > WE CAN OFFER 10% > IF APPROVED > EMAIL CHE TO
PROCESS
===================
2-YR PROTECTION PLAN: would you be interested to add a product protection plan to
your order? (10% cost of item)

Return: IMPORTANT: 90 days to return the item in good condition

===================
PRICE MATCH:

IF WE CAN MATCH > YES, WE CAN REQUEST TO SEE IF WE CAN MATCH THE PRICE.

AMAZON/EBAY - WE CAN'T PRICE MATCH

PRICE MATCH ONLY WITH THE AFFILIATED (AVAILABLE IN THE VENDOR MASTER SHEET)

GET THE LINK AND SEND EMAIL TO JO/JC/CHEL IF APPROVED.

WE WILL UPDATE YOU WITHIN THE DAY ABOUT THE RESULT OF THE PRICE MATCH.

=======================
fitment concerns - YEAR/MAKE AND MODEL

cancellation - DELAY/BO/OOS

STORE CREDIT - REFUND/RETURNS

DISCOUNT05 - REFUND

10% - FOR FUTURE ORDER - (TO MAKE UP FOR THE DELAY AND INCONVENIENCE)

if a customer wants to cancel an item due to BO, do we look for a possible

alternative? or proceed with the request if the customer did not accept it even the
store credit?
========================
CHATS - 11/25

Customer Contact Survey -

desk - email
sales IQ - chat

pending:

sales flow -

need to cancel order

order #?
may i know the reason why do you want cancel the order?
i will forward your information to our billing department to cancell this order. it
will process within 1-2 business days.

I hope you are well.

We received your email and we're following up on you about your inquiry.

address correction > bc >

===============================
how to check an order?

status:
shipping info
bc notes

damage item - warehouse -

====================================
AMAZON/EBAY

we have limited access on your amazon order.

someone will reach out to you please wait for a message from us.

you can send us a message and someone will reach out to you.

=================================
another way to check stocks availability: SKU

to check weight of the item - check the tracking information

custom-made and non-returnable items -

==================================
Rewards - GEARBUCK$

Manual Order

when? price match

=============================
Return Policy

go to return and refund policy

90 day - from the day it was delivered the item

refund in a form of store credit or back to the original payment

we will not shoulder the shipping fee if it's not the store's fault

the customer needs to shoulder the shipping fee if the customer's fault

buyers remorse - we will shoulder the return label if the cx accepts the store
credit.

listing
fitment
procession error
wrong recommendation

- we will cover the return shipping fee for that. however, we will ask for photos
for that.

Return Center -

damaged > file a claim > escalate to chel >

investigate > damaged > vendor will refund >

============================
2 vendors that have own return policy:

trail armor
mud busters

- it can be resell in Ebay/Amazon

we have to reach out to the vendor

acknowledgement that they accept the return (14 days validity)

==================
replacement/exchange

determine or analyze the error (customer or company side)

apologies for the error and explain the process.

if there is a movement on the shipping of the correct item - we reach out to
processing to process the exchange (company error)

==================================
callback:

600081578 - call back to confirm year, make and model of their machine

================================
500056309 - follow up vendor ETA - check tom
=====================
600081353 - submit cancellation / email - check tom
========================
pwede naman mag email ka na din kay warehouse
bigay mo order number, RMA#, sku na nireturn and yung request
for processing of refund kamo
bigay mo din TN
tapos 1-2 bus days for updates kay cx - 700042526

kmmccarty06@msn.com
700042526 - adv na walang RMA # - need ba ilagay ni cx yung tracking info sa
shipment details?
========================================

ernesto.monge28@gmail.com - dalton - ship to warehouse - fitment - follow up

===========================
replacement
Logan Selman - 900035456
============================
Please allow me within 1-2 business days to update you with the status. I am
currently in touch with our Orders Team to check on this. As soon as I get a
response, I will be sure to send you another email with the information.
===================================
900037019 - email cx for the update on fitment