LL - Reseller/Wholesale Inquiry Script

Phone Script for Wholesale/Resale/Reseller Inquiries

Agent goal is to Identify Wholesale/Resell Intent.

A. If the caller inquires about wholesale or resell opportunities use Script A.

B. For unusually large orders (more than 12 units) where the customer may not inquire about a Wholesale/Resale/or Reseller account use script B.

SCRIPT A: (The caller inquires about reselling the product, purchasing wholesale, etc.)

Agent: “Hello, thank you for calling Sun Coast Sciences. My name is [Your Agent's Name]. How can I assist you today?”

Customer: I'm calling to place a bulk order and get a resale or wholesale discount.

Agent: “I’m happy to help. Do you already have a wholesale agreement with us?

Customer speaks…

If YES -

Agent: Great, if you are already approved, all you need to do is email your order request (name of products/#of bottles) to mail@suncoastsciences.com and our wholesale manager will set up your order and email you an invoice. Once you pay the invoice your order will be shipped. (only our wholesale manager is allowed to place these orders).

If NO -

Agent: Alright, no problem. Can I first confirm if you’re interested in reselling our products online or in a physical store?”

Customer speaks…

Agent: “Ok thanks. Let me just gather a little information so I can pass your request on to our wholesale manager.

“can you please provide the following information?"

The name of your online store? or the storefront on amazon, walmart or ebay?
(cx's answer)
Thank you. Do you have a physical store? can you please give me the address of the physical store?
Do you have a website where items are sold? (name of website)
Business owners full name
Email address
Telephone number
Mailing address
Billing address

Customer speaks…

Agent: Thank you so much for this info, I will forward this to our wholesale manager and they will get back to you.

Customer: Can I place an order today?

Agent: Since you have a business, we would not be able to place the order for you, until you hear back from our wholesale manager in regards to being approved for a wholesale account. If you are approved, the wholesale manager will assist you in placing an order.

I apologize for any inconvenience.

Agent: We definitely appreciate your interest in Sun Coast Sciences.

“Is there anything else I can assist you with today?”

“Thank you for calling Sun Coast Sciences. Have a wonderful day!

Agent Actions: Create a phone conversation ticket with the customer responses - and assign to Zel. Make sure to ping Zel in slack and let her know.

SCRIPT B: (The caller is looking to buy more than the 12-month supply of the same and/or different products - especially when they are a first-time buyer).

Agent: “Hello, thank you for calling Sun Coast Sciences. My name is [Your Agent's Name]. How can I assist you today?”

Customer speaks…Wants to purchase a large order (more than 12 bottles)

Agent: Thank you for your interest in (PRODUCT/S).

“We normally see customers order in smaller quantities, do you run a business that distributes health or beauty products?"

If YES -

Agent: Do you already have a wholesale Agreement on file with us?

If Yes -

Agent: Great, if you are already approved, all you need to do is email your order request (name of products/#of bottles) to mail@suncoastsciences.com and our wholesale manager will set up your order and email you an invoice. Once you pay the invoice your order will be shipped. Only our wholesale manager is allowed to place the order.

If NO - but I would like to be a reseller...

Agent: “Ok thanks. Let me just gather a little information so I can pass your request on to our wholesale manager.

“Great, can you please provide the following information?

The name of your online store? or the storefront on amazon, walmart or ebay?
(cx's answer)
Thank you. Do you have a physical store? can you please give me the address of the physical store?
Do you have a website where items are sold? (name of website)
Business owners full name
Email address
Telephone number
Mailing address
Billing address

Customer speaks…

Agent: “Thank you so much for this info, I will forward this to our wholesale manager and they will get back to you.

Customer: Can I place an order today?

Agent: Since you have a business, I would not be able to place the order for you, until you hear back from our wholesale manager in regards to being approved for a wholesale account. I apologize for any inconvenience.

If No - I'm placing an order for personal use

Agent: Ok, I can proceed with placing the order. (IF YOU SEE RED FLAGS OR THINK THE CUSTOMER REALLY DOES INTEND TO RESELL, PLEASE SEND THE ORDER ID NUMBER TO FULFILLMENT WITh DETAILS SO THEY CAN INVESTIGATE)

Closing:

We definitely appreciate your interest in Sun Coast Sciences.

“Is there anything else I can assist you with today?”

“Thank you for calling Sun Coast Sciences. Have a wonderful day!

Agent Actions: Create a phone conversation ticket with the customer responses for resale - and assign to Zel. Make sure to ping Zel in slack and let her know.

CC: https://docs.google.com/document/d/1R77qVkzwe4ZcjUqGJcMGRVAGpHgO67AdQC0fcsPRu24/edit?usp=sharing