Sat, July 28, 2007
If that is the way you are handling your APO's (Additional Product Offers), every single one of them are being thrown out. If the customer only says "Okay" at the end of the script, the proper procedure is to ask "So is that a yes to (name of program)?" If they say yes, continue. If they say no, rebuttal. You MUST get a Yes answer to the PROGRAM. Not for the free gift, for the PROGRAM itself. Otherwise it's not legal and QA will throw it out. Call a PAL and discuss it with them if you're confused. All of the terms and conditions are described not only once, but twice, during the course of the sell. It is a 30-day trial, after 30 days it will cost $XX a month to continue, customer service number is included in the welcome packet, as is the request card for the voucher for whatever free gift they receive for trying it. Caveat emptor, people.
Thu, September 18, 2003
This is response to your posting. When explaining the club offer and you say okay. If the consumer doesn't sound sure explain that it is only free for 30 days and they have to call to cancel or they will be charged. Make sure you ask is that a yes or a no when they respond especially if they dont sound sure. You shouldn't automacally check yes especially if your pretty sure they didn't understand what you were offering!! My problem with the company is that you depend on them to figure the attendance accurately and no matter what it gets screwed up. Thats my headache with them. They show me as off the system when I dont have more than 31/2 occurances. Its a pain you cant talk to them on the phone. You have to show up and defend yourself. Anyway, thats all I wanted to say.