Client Experience

What is the next step if a clients states " I am not able to log into my account"?

• Send the client a password reset link.

• Ask are they receiving an error message.

• Advise the client that this is not an OPTAVIA error.

• Place the client on hold.

What do you do when a client states. " I appear to have less rewards on my account than I earned on my last order." (3 Answers)

• Look at the amount of rewards on the account vs what was earned.

• Advise the client that we cannot put rewards back on the account.

• Advise the client that you loose rewards on returned items.

• Look into the returns.

• Ask the client "Have you recently done a return?"

Circle where you access the Knowledge Base.

What is the appropriate response if a Client calls in and states "I modified my order yesterday and when it processed today none of the modifications i made are on there." (2 Answers)

• Offer an RTS.

• Ask "around what time did you modify the order?" and "Did you receive a confirmation email?"

• Advise the client that we cannot modify an order after it is placed.

• I'm sorry your order didn't process the way you wanted it to let me look into what I can do for you.

How do you respond if a client says "I want to delete everything in my cart and get the optimal health fuelings. I've reached my goal and just want to maintain now."

• Which items would you like to add?

• Congratulations on meeting your goal, that's amazing.

• Let me get you over to nutrition support for further assistance.

• Ill be more than happy to delete the cart and add the optimal health fuelings for you.

For an account to be verified you need the First Name, Last Name, and ________

" I just received my order and when I opened it it was powder everywhere." (2 Answers)

• I'm sorry your order arrived this way. Ill be more than happy to help you.

• Are you able to see any packets that are open in the box? Are you able to send pictures?

• Ask the client what boxes will you like me to send?

• Advise the client that they have to return the order.

What is the resolution for a coach who calls in and states "I am signing up a new Client and it says their email address is in use."?

• Advise the Coach that the client needs to call in for further assistance.

• Send the client a password reset link so they can access their account. Also send the link to the transfer request-client initiated form. Advise the coach on what you have done and steps the client needs to take.

• Advise the coach to have the client create an account using another email address.

• Change the email on the account. Advise the coach that you changed the email and they can now create the client an account using the email

Which tab will allow you to see the items in an order.

Which statement is not true about salesforce?

• You can change the clients premier order date in salesforce.

• You can view orders/Tracking in salesforce.

• You can update addresses in salesforce.

• You can modify a premier order in salesforce.