LL - Outbound Sales Guidelines

Order placement guidelines:

Avoid canceling the initial order.
Do not cancel the initial/original order if your upsell offer contains the same items.

Example:

Customer purchased 6 bottles of reactivate

During your upsell call the customer agrees to purchase 6 more bottles of REA, plus 3 bottles of Hydraflex.
When you place their order the upsell order should be placed only for the add-ons: 9 bottles of product/s that were discussed in the call. 6 REA and 3 HYDRA.
The original order should be left as is - do not cancel this order and add its items on to your upsell order.
It is ok to explain that the new package may arrive separately.

Do not cancel the initial/original order and let the customer keep only the lower priced upsell.

Example:

When a customer accepts an upsell in our sales funnel it will generate a separate order. This is why you may see a customer that has 2 approved orders placed within minutes of each other.
Our upsells are offered with special pricing because the cx purchased a full price package.
Our policy is that we do not allow customers to cancel the initial order and keep only the upsell/special priced package.
The goal is to add-on to the initial order not replace it (Upsells have lower prices because they are paying “full price” for their original order).

Declined Order Guidelines

You must receive explicit consent from the customer to reprocess the order for EVERY ITEM included in the order BEFORE re-trying the card.
Contact/call the customer to obtain consent to reprocess.
- Every live call to a declined order lead should include an upsell offer for a specific product/s.
- If you don’t reach them by phone, it's ok to text the customer from DialPad to ask to reprocess a declined order.

Post a (zoho) note with your name/team stating you called, texted or emailed the customer asking permission to reprocess and received their consent.
Add your method of contacting the customer to your note (call/text/email).
If consent arrives later, leave a separate note that you received consent and reprocessed the order successfully.
ALL declined order reprocesses should be noted in zoho.
Our company policy is that we do not try the same card more than 3x, even if the customer asks us to continue running the card.
After 3x (including any tries the customer already made) ask for an alternate card or ask the customer to call their bank.

ALL messages or texts need to be visible to HeroCo by being sent via Dialpad text or Helpscout email.
Add any customer service requests, refunds, cancellations to the help channel in slack and the heroco team will take care of it.

Zoho notes:

You must post a (zoho) note with your initials, name/team, or coach ID stating you called, texted or emailed the customer and stating what happened.
For declined orders, state that you asked permission to reprocess and did/did not receive their consent.
If consent to reprocess arrives later, you should post another note. (Customer consents to reprocess must always be noted).
ALL declined order reprocesses should be noted in zoho.
ALL contacts to the customer should be noted.
Order denied or placed should be noted.
It is a good idea to add that you tagged the lead, just in case your tag gets inadvertently removed or there a technical issue.

Note Examples:

Marco/PSS - (Called customer, placed order)

John/Oltask - (Called customer/no answer, sent SMS and obtained consent to reprocess declined order id: 12345)

Jay/WC: (Called customer, she declined the upsell)

Ivy/WC: (called customer, no answer, sent message, no response - will f/u tomorrow)

Andee/WC: I sent a text to the customer asking for permission to reprocess their declined order (Order id 12345). Awaiting a response.

Nixon/Oltask: customer replied via text with consent to reprocess declined order id 12345. Order reprocessed (or placed a new order, order id 22345).