Primebeef Co. Customer Service

The first choice answers the question but with not exactly proper grammar. The third choice lacks information and is confusing. With all customer's questions, we should find the balance to provide them enough information to make a decision while not overloading them with information. It's also good to ask a yes/no question at the end if a follow through isn't present in the statement.

An alternative to going straight to would you like to order is asking it in a friendlier or more conversational tone. The other responses do acknowledge the customer's message but incomplete or missing out on an opportunity. Learn to recognize opportunities while not sounding pushy like a call center agent reading a scripted advertisement spiel.

The correct choice answers the customer's question the same as the others however we anticipated a risk and were transparent with the customer from the start so they are aware of the situation. It's best to inform customers of limitations at the start of the transaction so they don't get surprised at the end and we're also not stuck in a difficult position. This cut off was particularly chosen so that it reaches the 3pm verification schedule of A&F (before the needed time) while giving leeway for the customer to ask for a bit of an extension. Of course we don't give a cut off for every order we get as customer would also get annoyed with too much information especially if it doesn't apply to their current order. So analyze customer's wants and needs constantly to figure out a well balanced response. This can be applied to a number of situations not just with customer so it's good to keep in mind to always anticipate risks and needs then plan ahead for back ups.

The other choices are quite informal and are lacking in information to help the customer decide/respond. If the customer already knows what they want and it's not the Primebeef burger, they'll correct us by answering no, I want this. If they don't know that we have different burgers, us saying that we have 4 different types will at least get them thinking oh what are the other 4 and can ask further questions until we help them decide. By asking this yes or no question, it makes it easier for the customer to decide and giving them enough information to ask follow up questions if they need. Our goal is always to make things easier for our customers because as they say they're buying quality meats which should be accompanied by quality service.

In line with making things easier is not having our customers have to type out the same information again and again for every order. We do this for customers who order regularly but we should be doing this for ALL customers. Which is why it's important to keep customer's information in a central accessible database - ERP. It's a big gesture to customers when they feel that you're paying attention to them individually and keep track of how to best serve them. And for a small task of looking up what info we have of theirs, it's worth it. Although we also don't want to make the mistake of sending things to the wrong address/number. So it's always best to confirm the information before proceeding while not requiring them to type out everything again. This should also apply with buying habits (quantity, product, specs, etc.), preferred payment method, delivery date, etc. We want our customers to feel like we're taking care of everything for them and they don't need to worry about a thing.

The first choice is good but there's no follow through after. The third choice answers the question but is too quick to make the sale. The customer will feel like we're rushing them and we're just after their money. We want them to feel at ease and that they can trust us to give them the best option for what they need/want.

The other answers are incomplete or don't have follow throughs which seems like we're not paying attention to the customer. Again think of what's best for the customer, what's makes things easiest for them while not being too pushy.

The other choices are either too informal and not courteous or putting ourselves in a box (AKA creating a unicorn). Unless the customer has specifically requested certain instructions, let's not add constraints on our end unless needed - like asking for a specific date/time. If we get ahead and tell them the available delivery schedule, they can always correct us if they need to. Otherwise the schedule probably works for them in which case we won't need to go out of our way to make special arrangements. Not creating a unicorn doesn't just apply with delivery schedules but even with product specs, availabilities, etc.

Seeing as we don't have cowboy sacks, we can't offer the burger sack which fits the budget. Our go to should not be the customized gift pack because that will require customers to look through all the products, choose, calculate what fits in their budget, etc. The easiest would be for them is to pick another pre-arranged package or we'll be the one to customize it for them. Instead of asking a broad question of which gift package would you like, customers are also forced to choose between a lot of options which might get them lazy, overwhelmed or annoyed. To make things easier, let's just make the best recommendation while not "creating a unicorn". If they don't like the kiddie hamper, they'll ask you for something else. Then we can offer the customization option. We should also recommend already the products and quantity for each in the package. If they don't want what we recommend, they'll ask or just tell us what they want anyway. We're just trying to make it easier for those who aren't sure what they want. They trust us so let's make sure we don't break it. Read into what they actually want/need, not just what it literally says in the messages. Knowing background information on them from ERP also gives you an idea of who they are, their lifestyle so you can make the best recommendation. Which is why it's important for you to input information that future sales staff could use into ERP.

The other answers are valid responses although we don't want to be too pushy with going straight to would you like to order and at the same time don't want to miss out on an opportunity to upsell other items. We should find a balance between the two.

The first response says the correct information however the last line feels like a conversation ender rather than engaging them in conversation. The second option doesn't actually recommend a specific product but instead says too much information in one message that a "beginner" might not understand so why would we stress them out with all of that? As always, understand first what the customer really wants (sometimes even if they're asking one thing, you can read into it and realize the core want) then find a balance between enough information to answer it and keep it engaging. Basically each of our customers need to feel special and like we're treating them all as VIPs.