OPENING CHAT
(no concern stated on chat)
Hello (CX NAME). My name is (CSR Name). How can I help you?
(has a concern stated on chat)
Hello (CX NAME). My name is (CSR Name). I will be happy to assist you. In case we get disconnected can I please have your contact number? You can also reach us at 0290984462.
I will be happy to help you with that. Please give me a few mins while I check on your order status. Please give me a few mins while I check for that product. Please give me a few mins while I check for you.
Order Status Question:
May I please have your order number and complete name?
Refund/Return Enquiry:
For this type of concern, we would like to ask you to send an email to orders@vehicle-accessories.com.au having your order # as the subject.
And your concern will be attended to accordingly.
Co-Browsing:
Would it make it easier for you If I show you around our store? I will be able to navigate our website for you by requesting a co-browsing permission. All I will have access to control is our website and you can disconnect at any time. If not, we can move forward with me just asking you a few more questions and providing you with the
right solution.
VoiceCall/VideoCall:
Please note that we have our voice/video call customer support available if you would like to make it easier for us to be able to provide to you the info you need faster. If not, we can move forward with me just asking you a few more questions and providing you with the right solution.
Investigation and Probing Questions: (Ask qualifying 'Investigation' Questions before opening screens or offering solutions)
MOST INQUIRIES
Roof Rack
* What will you be carrying?(bike, kayak, ladders etc?)
* Have you done any research so far?
* Is it for work, trade or private use?
* Is there anything else you might do with your roof rack?
* Do you prefer silver or black?
* What is the make, model and year of vehicle you have?
* If you are based in Sydney. We offer delivery and fitting services.
Solution: (Summarize customer problem, and then offer solution: (use your own words)
* There are a few great solutions:
* From what you have told me I highly recommend …. (relevant website/screen)
Tow Bar
* What will you be towing?
* Have you done any research so far?
* Is it for work, trade or private use?
* Is there anything else you might do with your towbar?
* What is the make, model and year of vehicle you have?
Solution: (Summarize customer problem, and then offer solution: (use your own words)
* Best solution would be a Hayman Reese Towbar ….. by far the market leader …..
* From what you have told me I highly recommend …. (relevant website/screen)
Bull Bar
* Why are you looking for a Bull Bar?
* Have you done any research so far?
* Is it for work, trade or private use?
* Is there anything else you might do with your Bull/Nudge bar? (will you be installing any fog lights, antennas etc.)
* What type of finish do you prefer? Silver Hammer Tone, Black Ripple, Silver Ripple or Mirror Polished (chrome)?
* What is the make, model and year of vehicle you have?
Solution: (Summarize customer problem, and then offer solution: (use your own words)
* There are a few great solutions:
* Our 'go-to' Bull/Nudge Bar solution is ECB - a great product …..
* From what you have told me I highly recommend …. (relevant website/screen)
Accessory or Part
* What are you after
* (Address customer need - quickly.)
* What is the make, model and year of vehicle you have?
Solution: (Summarize customer problem, and then offer solution: (use your own words)
* There are a few great solutions:
* From what you have told me I highly recommend …. (relevant website/scree
Asking for the SALE and Obtain Commitment: Will you be moving forward with your order today so I can track it and make sure it gets processed right away? Would you like me to stay here on chat while you process your order? Just in case you come across any issues?
Unresponsive CX:
After 1 min: 2x Are you still there?
Because of inactivity to reply I will have to disconnect in 2 mins. Please feel free to visit us again or you can call us at +61280069211 if there is anything else we can help you with.
(Still no response move to closing)
Closing:
Is there anything else I can assist you with today? Thank you so much for visiting us here at vehicle-accessories.com We look forward to seeing you again. You can also reach our customer service through Facebook: https://www.facebook.com/onlinevehicleaccessories Twitter: https://twitter.com/vehicleacc* or via call +61280074482/+61280069211 via email order@vehicle-accessories.com.au
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Do you have item in Stock?
It depends if we have the product in stock, it should be dispatched in 2-3 days. And depending on where you live. It should arrive in 7-10 business days.
Note: Please keep in mind unforeseen issues may occur and the approximate date given is subject to change. Be assured that we will update you if there are any changes in the status of your order.