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PST WEEK 2 DAY 3

HOW HP REWARD WORK?

they earn $1 spent on a qulifying HP.com purchase. qualifying purchases are defined as purchjases of products from the ff categories:

Qualifying products include:

-Select Laptops and Desktops -Select Printers -Business PCs (Elite, Pro and Workstation brands) -HPE Servers -Select Monitors, Accessories & Carepacks -Select Ink, Toner & Paper

FOR NEW CUSTOMER -Once registered, they will get a welcoming email explaining many of the benefits and features available to them, plus will recived points for joining which they can use on their purchase!

FOR EXISTING CUSTOMER

once they added the product to the shopping cart, they wil;l automatically see an option to apply the HP rewards points they have earned. dollar amount is calculated based on the points available multipled to 3%

ex: 184 points x 3%= disocunt

*HOW TO SIGN UP HP REWARDS*

-search for cx profile punchout using their email address -click view update -tick the box beside ''please click to join the program -tick the box beside ''accept terms and conditions'' -click and ''submit''

HOW TO STRATEGICALLY USE HP REWARDS ON YOUR PRINTER

-Let me register to our HP Rewards Program. -You will earn points every time you purchase ink or toner from our store! -You will get 100 points automatically and we can use that towards your purchase today. I'll set up your account now make sure and let's complete your order right away.

FOR POST ORDERS Calls:

-I can see that you have ordered one of our best-selling HP Printers. -I would love for you to take advanatage of our HP Rewards Program. -It's a great idea

Asking for more discount calls?

-have you heards about out HP program? -This is another way to get the most of your purchases from our online store. -I can sign you up now, which gives you 100 points instantly that we can use for your purchase -The more money you spent on your purchase, the more points you can earn, and these points can be conbverted to disocunts, which you can use on your next purchase!

For new customers, always start with our HP Rewards:

-I'd love to sign you up for HP Rewards while you're on the call. You'll get 100 points for signing up and those points can be used on this order on eligible products''

-For existing customers, always reinforce HP Rewards: Since you are already a member of HP Rewards, you can already start earning points in your qualifyiung purchase and tyhat points you will earn, you can use that to get a better deal in your next purchase.

WHAT IS PHISHING?

-Is a fraudulent practice which are used to get unsuspecting consumers to turn over personal information, such as password and credit card numbers. -Attackers can execute phising attacks by sending fake emails or calling pretending they are from reputable companies and ask deceiving questions thjat may result to individuals revealing their personal details to them.

Customers reporting/fraudulent activities:

-I just

what we need to do:

-advise cx not to update their info using the link from the email they recived -never give out their credit card info -contact their bank immediately for any charges.

Scenario: ''Someone from HP just contacted me asking for my personal information''

What questions should we ask the customer?

did you get the caller ID? What information did you share to the caller? Is there any unrecognized charge from your card after the call?

Fraudulent callers- are posing as HP rep and asking HP cx for personal identifiable info. In some cases, originating phine numbers appear to be from genuine HP contact

-A return call -your personal info

HP.com Store Privacy Policy

Establishing conversation HP style

-we are not allowed to put credit card number of the customers on sticky note. -credit card data is encrypted in our database and the files that contain our customer's CVN numbers.

Large volume orders ( LVO) for order volume refer to LVO

-FILL out LVO referral in Dynamics Referral Form -provide a 24 hous TAT

Things you avoid when handling large volume orders

We should never tell ous cx the maximum units you can place in an order, The last thing we want to happen is a customer reducing their orders to fit into your guidelines. -do not book LVO order. Ever. even after hours. -do not discuss pricing and product availability with your LVO cx. The Lvo team has very specific rules that we must follow, and they are sometimes more expensive than the GS sale prices.

LARGE VOLUME ORDERS

''Wow, this is quite an opportunity for your company. Please give me just a moment to introduce you to our large volume team to make sure that we get you taken care of''

''I am planning to purchase 5 laptop. can you help me?''

''HP: Wow, this is quite an opportunity for your company. Please give me just a moment to introduce you to our large volume team to make''

24 per accessories refer to LVO up to $10.000 total of purchase.

Selling to Resellers

what is a reseller? -a person or company that sells something they have bought to someone else

can we sell to resellers? -No we must refer these to the Boise Reseller Team.

PRICE MATCH POLICY

-at the time of purchase, HP.com will match the current direct fulfilled, pre-tax price for new ''comparable PC'S'' and identical HP printer, display, and accessory.

-at the time of purchase -must call us before purchasing -laptop, desktop, printere, display -agent must validate the competitive price, that it's in stock and not a door buster, same model/specs -price match only approved vendors -Always fill out a price compare in dynamic whether customer purchases or not -terms and conditions available on website

Retail comapre in Dynamics -you must always do a retail comapre

-be sure the printer includes ink and toner. Amazon sometimes selling printers without

Online prices of retaileres not listed products from of sold

Price protection guarantee

-after the purchase -hp branded products only -purchased at hp.com store only -laptop, desktop, printer, display -terms and conditions on the site

Instruction online

step 1:

will not cover

''Coupons''

-coupon report

-customers can get coupon via email or on website -one time use only -file is confidential-used for reference only -check the code if applicable with the items the customer would like to buy.

Coupon policies

TYPES OF COUPONS USED AT HP.COM STORE

-Affiliate-3rd party -emailer -IT OR CSR -CALL CENTER ONLY

Affliate Coupons

Typically, dependent on the amount spent:

5% off- $599 or more 10% off - $1099 or more 15% off- $1299 or more 20% off- $1899 or more.

Adding Coupons

note: Only one coupon per purchase

Appropriate coupon usage

-Thorough discovery & Positioning must be done first. Evrytime. -the complete objection resolution process must be followed. Remember, only 20% of initial objections are the true objection. -Just because a cx asks about a discount, doesn't mean he won't buy without one anyway? -Only after all other objetions have been resolved qand your cx still won't buy, i

when coupons cannot be used!

-smartbuy, promo products are not to be disocunted. promo skus are labeled such. UT, AT, A8

HANDLING OBJECTION:

what objection did the customer give for not buying? Is it the true objection-How do you know? How have you tried to overcome it? What do we know about the customer Have you asked for the sale yet?

INSIDE CHAT

NOTE: Can back track chat any day, any week, any month, WITHIN A MONTH. as long as within a month timeframe.

-inside chat settings -chat history -practice chat -go to hp north america -sales us #30 -should be able to dispcose chat after being inactive within 2 minutes -total duration- how many minutes cx waitoing on que -share contact -HP academy- this is how leaders/SME can monitor and help you send responses to the cx. for real time convention when you're chat is challenging. -Next to HP academy if where you can see update, play video -Status Icon- this is where you can change your aux. you will get notif asking to engage to cx. if you select the ''available'' it means you are ready to get chat and start conversation with cx. -next to status icon is the log out button -at the button you will see an icon on which device they are using to chat us -you will see how many log in you have -opportunity - about post sale concern -green icon- has active chat that already completed -star ti VIP skape -basket icon- if cx added device on the card before they reach us out, you will be able to see it as well. -international button- we only cater US. -HAPPY - checking demeanor. depends on what they tell you during the conversation. but doesn't mean they will give you CSAT right away red button- SAD- EXAMPLE: FRUSTRATED, ANGRY. but doesnt mean they will give you dsat

-Great choice in considering HP for your computer needs. -I higly suggest to take a look at our ( insert the product) -The good thing about this is you can get the laptop as soon as possible.