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WorksheetsFOLLOW UP EMAILS
Total questions: 23
Worksheet time: 6hrs 45mins
What is the purpose of the Q&A process?
A. To provide answers to customer product questions to foster a confident buying experience.
B. To let suppliers know what is confusing about their products
C. To better understand customer confusion on our PDP about our products.
D. To be a friend to talk to.
E. a), b), and c)
How does the follow-up process fit into the Q&A overall process? List in order from the beginning to the end of the Q&A process. What is the sequence?
- Let the customer know we will respond in 1-3 business days.
- We reserve the customer question and conduct research on the PDP, MPD, Sales Suite, MP and other internal tools
- We respond to the customer with the answer to their question
- We reach out to the supplier via SPQ ticket
- We receive the answer from the supplier via the follow-up ticket.
- Customer submits a question.
6,2,4,1,5,3
1,2,3,4,5,6
5,3,6,2,1,4
What is the purpose of the FOLLOW-UP process?
a) To not have the customer wait for a response for a long period of time.
b) To receive feedback from our suppliers on our quality.
c) To communicate product details provided by our suppliers in response to the customers product question.
How is a follow-up ticket generated? *
Customer submits questions to the follow-up queue themselves.
Suppliers are automatically notified when customers submit a product question to the incoming Q&A queue, that is not available on our website. This ticket is also linked to the follow-up queue.
A Q&A agent submits a ticket via the PDP, where the supplier is able to respond with an answer/s. It then is funneled into the follow-up ticket queue when the ticket is completed.
When you access a follow-up ticket, what is the first thing you should do?
Read and review the ticket
Complete the ticket
Copy and paste the answer into an email to the customer and send!
Send the supplier a thank you update
Where do you access the follow-up queue?
Arrange the following:
- Via admin home
- VoC - POP - Q&A Follow-up
- PT workflow
1,2,3
1,3,2
2,3,1
What is the difference between the Customer Q&A queue and the Follow-up queue?
a) The customer Q&A queue is used to obtain customer product question answers provided by supplier while the follow-up queue fields incoming customer questions and is used to respond to customers product questions
b) The customer Q&A queue fields incoming customer questions and is used to respond to customers product questions. The Follow-up queue is used to obtain any customer product question answers provided by supplier.
Both A and B
None of the above
What email components need to be filled in/ updated when completing a follow-up email?
a) The body
b) bcc
c) The customer email address
e) The subject
a, c, e
When including a hyperlink back to the product which the customer inquired about, where do you get the link from?
a) In the Ticket Updates section of the email order tool.
b) The link associated with the appropriate PDP at the top of the browser.
c) It auto populates into the email
d) Both a) and b), but a) is the preferred and efficient option.
e) None of the above
TRUE OR FALSE.
We don't need to hyperlink back to the product for follow up emails.
(a)
What are the steps to sending a follow-up email? List in order.
- Draft the customer response email, fix the subject line, and insert customer email address.
- Leave notes with categorization and template flags.
- Send email
- Review your drafted email
- Review the supplier answer and confirm if additional research needs to be done
- Copy and paste the original ticket number (Moxie ID) from the Follow-up ticket into the PT workflow search bar
5, 6, 1, 4, 3, 2
6,2,3,4,5,1
1,2,3,4,5,6
5,6,4,3,2,1
What template is used when the supplier is unresponsive to a customer question or does not have the answer to the customer question?
(a)
How do you respond to the customer when the item that was referred to in the ticket is out of stock?
Respond to the customer questions with the information gathered from the supplier and let them know the item is out of stock.
Respond to the customer, let them know the item is out of stock, and provide an alternative option.
Simply let the customer know the item is out of stock.
What training opportunity would you provide for this email? "Hi Friend!, I confirmed that the chairs of the Figueroa 5 Piece Dining Set can be purchased separately. Please click here to view the Unger Upholstered Dining Chair. If the Figueroa 5 Piece Dining Set interests you, you can purchase it by clicking here. Please let me know if you have any other questions—I'm more than happy to help.Sincerely,Jack"
Spelling
Tone/Language/Jargon
Expectations
Should you change/update the subject line when sending a follow-up email to the customer? If so, how?
Yes, change subject from Information on your Wayfair order to Information on your Product Question.
No, the subject autofills and you should not change it
Yes, change subject from Information on your Wayfair order to Product Question Answer.
" What training opportunity would you provide for this email? ""Hi Liz, Thank you for your inqury about the Shaker 5-Panel Solid Panelled Wood Prehung Interior Swinging Door. I confirmed that the core of the door is solid wood and the outer later is pine veneer. If this item interests you, you can purchase it by clicking here.Sincerely,Jack"""
Spelling
Expectations
Grammar
No errors in the email
What training opportunity would you provide for this email?""Hi Carter,The other color options of the Swansea Console Table are currently out of stock, but is expected to be back in stock on or before February 10, 2019 (for the Filbert brown, French gray, oak option), and February 7, 2019 (for the steel teal option). To get a notification when it is back in stock, visit the product page here to enter your email address and click “Notify Me.” The hot red color option is still in stock. I searched for another console table that may interest you. Please click here to view the Kiantone Console Table.Please let me know if you have any other questions—I'm more than happy to help.Sincerely,Jack" *
Cohesion
Grammar
Spelling
It is vital that you copy and paste the suppliers response from the follow-up ticket into the email body and not change the wording at all, to assure that the integrity of the supplier response stays intact
TRUE
FALSE
Does this question and answer need to be flagged for a merch update? Customer Question: What are the dimensions for the small spoon? Supplier Response: The spoon is 5 "" long. *
YES
NO
"Does this question and answer need to be flagged for a merch update? Customer Question: Where was the ornament made?Supplier Response: USA" *
YES
NO
Does this question and answer need to be flagged for a merch update? Customer Question: Can I reupholster the legs? Supplier Response: This will void the warranty. *
YES
NO
How should a follow up email be categorized?
PQFUP or PQSALESFUP3
Same category as the original email
All of the above
PQSALES or PQSALESDONE
What 3 detailed statuses should agents use in the follow up emails.
a. Complete - when there is agent interaction and when a customer response to a previous email does not need agent interaction, Closed- when email is routed to service or the initial email does not warrant a response, Waiting - when you are awaiting SME approval.
b. Re-opened - when a customer asks a question we mark reopen to track the number of responses we get, Closed- when there is agent interaction, and Complete - when there is not agent interaction.
c. None of the above
d. Re-opened - when a customer asks a question we mark reopen to track the number of responses we get, Complete - when there is agent interaction and when a customer response to a previous email does not need agent interaction , and Waiting - when you are awaiting SME approval.
