Pre- Sale & Post SaleUpdated a year ago

This guide outlines the Pre-Sale and Post-Sale contact reasons and their subcategories to ensure customer inquiries and issues are handled appropriately.

• Pre-Sale: Activities or interactions that occur before a sale is finalized. This includes inquiries, consultations, demonstrations, and any other interactions aimed at helping potential customers make informed purchasing decisions.
• Post-Sale: Activities or interactions that occur after a sale has been completed. This encompasses customer service, support, follow-up, feedback collection, and any other interactions aimed at ensuring customer satisfaction and retention.

Product Education Contact Reasons

• Features & Benefits
  • Use When:
    • A customer inquires about the unique selling points of a product.
    • The conversation revolves around the advantages or benefits of using the product.
    • You need to highlight what makes the product stand out compared to competitors.
• Product Comparison
  • Use When:
    • A customer is comparing multiple products.
    • The discussion involves differentiating between various models or versions.
    • You are assisting a customer in choosing the best product for their needs based on specific criteria.
• Maintenance & Care
  • Use When:
    • A customer asks about how to maintain or care for a product.
    • Providing instructions or tips on product upkeep and longevity.
    • Handling inquiries related to cleaning, servicing, or routine checks.
• Usage & Application
  • Use When:
    • A customer needs guidance on how to use a product.
    • Explaining different applications or use cases for the product.
    • Addressing concerns or questions about the product’s operational aspects.
• Compatibility & Connectivity
  • Use When:
    • A customer inquires about the compatibility of the product with other devices or systems.
    • Discussions involve connecting the product to other hardware or software.
    • Assisting with troubleshooting connectivity issues.
• Attachments
  • Use When:
    • A customer asks about additional parts or accessories related to the product.
    • Providing information on optional attachments that enhance or extend product functionality.
    • Handling questions about the availability and compatibility of these attachments.

Policy Contact Reasons

• Return (General Questions)
  • Use When:
    • A customer has questions about the general return policy.
    • Clarifying the process, timeframe, and conditions for returns.
    • Handling inquiries that are not specific to the condition or grade of the product being returned.
• Return (Grade)
  • Use When:
    • The return inquiry involves the condition or grade of the returned product.
    • Discussing policies related to returning items based on their state (e.g., new, used, refurbished).
    • Handling specific conditions under which returns are accepted or rejected.
• Warranty
  • Use When:
    • A customer asks about warranty coverage for a product.
    • Providing information on the terms and conditions of the warranty.
    • Assisting with warranty claims and understanding the warranty period and coverage details.
• Price Match
  • Use When:
    • A customer inquires about price matching with competitors.
    • Discussing the criteria and process for price match requests.
    • Handling inquiries related to ensuring the customer gets the best possible price.
• Discounts Available
  • Use When:
    • A customer asks about available discounts.
    • Providing information on different types of discounts and their eligibility criteria.
    • Handling inquiries about specific discount programs.
• Student/Teacher Discount
  • Use When:
    • A customer inquires about discounts available for students or teachers.
    • Providing information on eligibility and how to avail of the discount.
    • Handling verification processes for student or teacher status.
• Military/First Responder
  • Use When:
    • A customer asks about discounts for military personnel or first responders.
    • Providing details on eligibility and how to claim the discount.
    • Handling verification for military or first responder status.
• Events
  • Use When:
    • Discussing discounts available during special events or promotions.
    • Providing information on time-limited offers and how to avail them.
    • Handling inquiries about upcoming or ongoing promotional events.