Day 1 Knowledge Check

Who are the abandons?

• Customers who bought our product and stopped using it after some time.

• Customers who did not renew their subscription after the first bottles expired.

• Customers who navigated through the website and put the products in the cart but did not check-out.

• Customers who were contacted by the Welcome Calls Team.

Which are the reasons for abandons?

Mark ALL the correct answers!

• The customers changed their mind because of the cost of the product.

• The customers did not feel comfortable buying online.

• The customers thought the order went through but it did not.

• The order was declined due to fraud tools from their banks.

Which is the only question you could not ask to an abandon?

• Were you looking into buying this for yourself or for your loved ones?

• How did you come across our website?

• Have you ever tried other supplements for this condition before?

• Have you already started feeling the amazing benefits of our product?

The best way to engage the customer is by:

• Talking everything about the product very quickly so that the customer does not have time to think about objections.

• Making up lies about the product to make the customer believe it can heal a lot of diseases.

• Asking many questions to make them open up and create rapport using points of connection.

• Saying that they must buy it today otherwise we will not have the product anymore tomorrow.

We want our agents to sound...

• Transactional

• Conversational

The welcome calls are related to:

• Customers who navigated through the website and put the product into the cart but did not check out.

• Customers who bought the product already and now we want to upsell them or make them reorder.

• Customers who want to have a free trial of the product before buying it.

• Customers referred to as abandons.

Hi, my name is Léo, and I am calling you on a recorded line from Prodentim, the natural supplement for your gums and teeth health. I can see you tried to place an order for 3 bottles but unfortunately it did not go through. So, I am giving you a courtesy call to see if you would have any questions or doubts before we proceed?

• This customer is an abandon.

• This customer is a welcome call lead for upsell.

• This customer is a welcome call lead for reorder.

Is HelpGrid a BPO Center?

• Yes

• No

• What is BPO?

• I have no idea...