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PST WEEK 3 DAY 2

ESTABLISHING CONVERSATION HP STYLE

-If it's a customer built PC? ''your order is being built and will ship as soon as we're done building.

-created- under review process within 24 hours -schedule- will be shipping soon -send to node- order will be shipping soon -Shipment line invoice- your order has started shipping. has the tracking number already

FOR STO, 3PP, BTO, CTO;

WHAT TO DO? check the tracking number. Order can still be in transit or delivery is completed.

TRANSIT: your order is on it's way! please expect delivery on ( check tracking info)

DELIVERED: Your has been delivered. Can you confirm that you have received your order

RESIDENTIAL SHIP TO ADDRESSES:" Deliveries will be up until 8pm local time

BUSINESS ADDRESSES: Deliveries will be up until 5pm local time.

Who can tell me the CORE 5 Questions?

-Would you please tell me what your top needs are? what are your most important requirements? -do you have any must have features for your pc/printer? -what types of applications or games will you be using? -how budget are you considering today? -How soon do you need this?

ORDER CANCELLATION

CTO SAVE THE SALE- engage with our customer to better our chance of saving orders and inspiring repeat business. why the customer wants to cancel

-reinforce -redirect to fedex office -save the sale credit -cancellation -return -other credits

HOW TO REINFORCE

-expose value -selld your value -deliver your value - must highlights the benefits in keeping those products

REDIRECT TO FEDEX

-if the cx is calling they want to chnage the address, we used to only be able to offer to cancel the order as an option -refer to nearest fedex location

SAVE THE SALE CREDIT

RETURN

-If the order is hipped we are unable to cancel -if the order is created we can still cancel

OTHER CREDITS

HANDLING DELAYS

ALL CTO AND BTO NOTEBOOKS are shipped from china so they must pass through U.S customs prior to delivery.

for customer laptops we dop ship them from overseas and plan 1 additional business day for clearance.

-shiiped same day count will start next day -beyond cut off shipped tomorrow but the counting start the day after tomorrow

''this powerful pc/amazing configuration, is on it's way. we just have to extend few days on some paperwork with US customs''

''usually, custom clearance completes in 1 business day though some may take 1-2''

''We, HP is already aware of this, and are actively working with US customs. Tracking will be updated as soon as we have completed the paperword.''

CHAT FLOW FOR RETURN

  1. Greetings
  2. acknowledgement- let's take a look -can you tell me a bit more about what you're seeing? -what steps did you take when this happened -what does it look like?
  3. Find- 4.resolution

RETURN REASON CODES

Buyer's remorse- this is the most commonly use reason code in a few scnarios; we will review the correct scenario to use it in, and the incorrect way. the correct way is if the cx said they spent too much, or decided they didn't need it, or it wasn't what they hoped it would be. The incorrect way to use this is have a limited needs dialogue and not get enough information to know the real reason. it's important you do not use it for this raeson.

NOTE: if the cx paid a shipping charge, they will not be refunded if you choose this option.

-DOA/DEFECTIVE-COSMETICS/SCRATCHES/DAMAGE- the item recived had external damage not due to delivery problems ( dropped, wet)( these are reffred to resolutions as damagaed claims

-Damaged in transit - the item was damage during shipping process delivery failure- the item was returned to shipper bec the cx was not home to receive it. -Incompatible- the item recivewd is not compatible with the other components sold or that the customer has. ex: new printer won't work with old w --lost/stolen- the item was never delivered to the destination address -promo/replacement -recommendation error architect- the item sold to the custopmer was incorrect based on a phone or chat agent's recommendations -suspicious order return -testing-HP internal use -warehouse error- cx order has missing item or received incorrect item.

CREATING RETURN IN STERLING

Needs Identification and make any offer with finesse

-What changes do you want to make? We can do the changes and place a new order." -Would it make a difference if I could offer you a $XX credit toward this order that’s in process?" -I completely understand that you want to change the color (or are mad about having spent too much) and am hoping we can avoid having to cancel your custom HP PC order!" -Increase the credit amount only if the customer is leaning toward their order but the initial amount and your objection handling didn’t close it." I can increase the credit to $XX. I’m hoping that this will make a difference that you can feel good about. Does that work for you?"

moving the mix and completing the solution

-understand the difference between each product category -move customer off from lower end models that will in the future just increase the likelihood -practice on how to effectively and convincingly step into recommen

HP CONSUMER COMPUTER CATEGORIES

-HP brand ( HP 15, 17 etc)- entry level,

Mid range gaming: -budget friendly gaming PC good for multi tasking.

-pavillion -victus by HP -Omen

AUTOCAD SYSTEM REQUIREMENTS- A heavy duty that allows

ZBOOKS AND ZWORKSTATION, ZEON

METRICS:

Attendance 90% CVN 16%- order count number of chat handled.- Revenue depending on the Skill set QA 90% CSAT 80%

CVN COMPUTATION- NUMBER OF CHAT DIVIDED BY ORDER COUNT RPC COMPUTATION- REVENUE DIVIDED NUMBER OF CHAT AOS ( attachment of sale) - REVENUE DIVIDED ORDER COUNT

ACKNOWLEDGEMENT;

Absoulutely! I can help you find the perfect computer for your daughter. Yes, I can definitely find the right laptop for you. Let's get started.

CUSTOMER IS READY TO BUY: I am interested on this HP 17 that is on sale!

Nice choice, let's look at this model.

Hey, sorry to bother you! I’m trying to find a Valentine’s gift for my girlfriend and I’m totally stuck. Do you mind if I ask what kind of gifts you’d love to get?

Quick question—if your boyfriend had no clue what to get you for Valentine’s, what would you secretly hope he picks?

I’m shopping for my girlfriend and I want to get her something special, but I’m out of ideas. Could I ask what you think makes a great Valentine’s gift?