WorksheetsKnowledge Check
Total questions: 18
Worksheet time: 29mins
How should we greet the customer if it's our first time responding to their email?
Thanks for getting back to me!
Happy Tuesday, thanks for your prompt response!
Happy Tuesday, thanks for reaching out!
Happy Tuesday, thanks for circling back!
Choose the right tag for this concern:
I did not order this.
Subscription General - Information Request
Subscription Cancellation - Didn't know they subscribed
Subscription Cancellation - No reason provided
How are you feeling today? :)
The customer has two active subs and they reached out saying,
"I want to cancel my subscription. Please help"
Under what Tag Category should we use?
(a)
To update the customer's address, where should we make the changes first?
Shopify
Upscribe
ShipBob
USPS
Customer said, "I want to cancel the order that was just placed"
Scenario: Order was placed today, tagged as LABELED in SB.
What macro should we use?
Cancellation - First time buyer, doesn't want auto-ship
Cancellation - Same day, first order, processing status (no reason)
Cancellation - First time customer subscribed, wants to try it first
In relation to Question #6, should we snooze the ticket or not?
Whenever we use the macro Account Management - Need account details, no order found,
what tag should we use?
Account - Other
Subscription General - Information Request
None
Subscription General - Next Shipment Skipped
"I already canceled my subscription last month. Why am I receiving another order?"
Customer's account still shows ACTIVE, but the customer skipped two shipments in December.
No other email threads.
What macro should you use?
Cancellation - No reason
Cancellation - Didn’t know - Upset
Cancellation - No Previous Correspondence/Skipped Shipment
Cancellation - Didn't know, not upset
What's wrong with this response?
The customer sent this email at 9:07 - "Please cancel my subscription. Thank you!" We responded around 9:09.
Another email was sent by the customer at 9:09 with the same content, "Please cancel my subscription. Thank you!" and was merged into the thread.
Should we cancel the subscription and respond to the customer? Yes or No? Elaborate. If you can provide references, perfect!
How should we organize this email properly?
Hi Elsi,
Happy Saturday, hope you’re having a great day so far! Thanks for reaching out and letting me know! I understand you'd like to cancel your next order so I just went ahead and skipped this upcoming January 29th shipment for you. Your next order is set to go out on April 29th. Does that work for you? Keep in mind we'll also send you an email 3 days before your next shipment is scheduled to go through just to double-check with you first.
Let me know if there's anything else I can help with!
Best,
Andrée
Hi Elsi,
Happy Saturday, hope you’re having a great day so far! Thanks for reaching out and letting me know! I understand you'd like to cancel your next order so I just went ahead and skipped this upcoming January 29th shipment for you. Your next order is set to go out on April 29th. Does that work for you? Keep in mind we'll also send you an email 3 days before your next shipment is scheduled to go through just to double-check with you first.
Let me know if there's anything else I can help with!
Hi Elsi,
Happy Saturday, hope you’re having a great day so far! Thanks for reaching out and letting me know! I understand you'd like to cancel your next order so I just went ahead and skipped this upcoming January 29th shipment for you. Your next order is set to go out on April 29th. Does that work for you? Keep in mind we'll also send you an email 3 days before your next shipment is scheduled to go through just to double-check with you first. Let me know if there's anything else I can help with!
What's our next step once the customer declines our offer to keep the opened product?
(a)
Customer's email:
There is rumor going around that your product contains oats. Is that true?
How should we handle this ticket?
Handle as usual
Assign to SME through DM right away
Seek assistance and assign to SME
Close the ticket
WHAT'S WRONG WITH THIS RESPONSE?
Thanks for reaching out and letting me know, although I’m sorry to hear that you won’t be able to continue with us. Of course, I can totally understand your financial considerations right now. Keep in mind that we can change your order to 1 bag of Mushroom Coffee, so it’ll only cost $36 rather than $55.08. We also have options for every 60 or 90-day delivery frequency, so it would average to just $18-27 monthly rather than $55.08. Might that work better for you? Let me know, and I can help adjust accordingly for you.
$18-27 monthly rather than $55.08
$55.08
1 bag of Mushroom Coffee
Our email: Account Management - Shipping frequency updated
Customer responded: Thank you! I appreciate it.
Positive Interaction
Negative Interaction
Neutral Interaction
Based on our Retention Decision Tree, what should we do if the customer responds but declines the taste suggestion and doesn’t sound frustrated?
Customer's email:
I referred Blair and she informed me that she completed her order, but I didn't hear from you about my reward. Her email address is bw@gg.com. Please help!
Our response:
Hi Nate,
Happy Friday! Thanks for reaching out and letting me know. No worries, I can absolutely help! I can confirm that you have a successful referral, and of course, we wanted to thank you for that, so we've sent your rewards coupon through email. If you haven't seen the email in your inbox yet, I suggest checking your spam/junk folder as it might have gone there.
Nevertheless, we're still happy to give you the credit for your successful referral. So, I went ahead and applied your reward of $10 to your next order which is set to go out on February 14th, so you should be all set!
Please let me know if there's anything else I can help you with. Have a great weekend!
Cheers,
Alex
Customer responded:
Thanks, Alex! I've been drinking RYZE for a while now and it really helps my gut. Gn
Our response:
Hi Nate,
No problem at all! I'm glad you're loving and experiencing the benefits that RYZE has to offer. If you have any questions, just let me know!
Cheers,
Alex
What macro did the representative used in their initial response?
Referral Program - Code not used during checkout
Referral Program - General Info
Referral Program - Code used during checkout but didn't get the reward
Did they use the right macro?
YES
NO
What TV show are Blair and Nate from? 🤔
(a)
