Discounts and Promotions Quiz

What is the purpose of promotions and discounts in the context of customer support?

• To increase customer satisfaction

• To generate more revenue for the company

• To confuse customers

• To reduce the company's profitability

• A user cannot apply a discount code when they purchase a subscription via Amazon, pharmacies, FSA/HSA

• True

• False

In which scenario should we NOT give a discount/add months to the subscription?

• The user already claimed a 25/30% discount offer.

• A user reaches out to us, as they could not use their Oura ring discount.

• The user has a Monthly subscription and is trying to apply a discount code.

• All of the above

How should you handle a user who is asking about available discounts?

• Share the CS code we have

• Inform them that they cannot receive any discount

• Consult with your manager for validation

When handling a customer complaint about a promotion or discount not being applied correctly, what should be your first step?

• Blame the customer for not following the rules

• Offer a refund without further investigation

• Ask the user to share the discount they have tried to use. Once shared, you can refund the difference.

• Refer the customer to the company's legal department

How should we handle a ticket where a current user is trying to use an NPU code on their active subscription?

• Share the CS code we have

• Apply the months equivalent to the discount

• Refund the difference

• Deny the user of the discount code

Why is it important for customer support agents to have a good understanding of promotions and discounts?

• To confuse customers

• To avoid assisting customers with their inquiries

• To provide accurate and helpful information to customers

• To generate more revenue for the company

BONUS QUESTION: Which department is primarily responsible for creating and managing promotions and discounts?

• Marketing

• Sales

• Shipping and logistics