| Grubhub - Market Inquiries | Basic Product 0 | Not started | | {"faqs": [{"faq": "Great job! Next, ask the customer for their order number.", "keywords": [{"role": "agent", "keyword": "recorded"}]}, {"faq": "You've covered the introduction, now verify the delivery address and contact information.", "keywords": [{"role": "agent", "keyword": "order number"}]}, {"faq": "You've covered verification, now move into the system to troubleshoot.", "keywords": [{"role": "agent", "keyword": "greeting card"}]}, {"faq": "ISSUE RESOLUTION: To resolve this issue, you need to open a ticket in the Support App.", "keywords": [{"role": "agent", "keyword": "help you with this issue"}]}, {"faq": "Inform the customer that any refund requests need to be reviewed by a supervisor after you open the ticket.", "keywords": [{"role": "agent", "keyword": "open a ticket"}]}, {"faq": "ALERT: You mentioned sending a direct refund on this call, but this ticket must be reviewed by a supervisor.", "level": "error", "keywords": [{"role": "agent", "keyword": "refund"}]}], "summary": "A concise description of the call, including the customer's concerns about their flower delivery and any critical details discussed.", "faq_checklist": {"page": 58, "keywords": [{"role": "agent", "keyword": "delivery address"}], "checklist": ["Do you frequently send flowers or gifts?", "Are there any upcoming occasions you'd like to plan for?", "Would you be interested in enrolling in our flower subscription service?", "Have you considered adding a gift or greeting card to your order?"], "main_text": "CROSS SELL OPPORTUNITY: This customer may be interested in additional services or promotions offered by 1-800-Flowers. Ask the following probing questions to understand their needs better and personalize an appropriate offer."}, "objection_part_1": {"after_turn": 2, "prompt_addition": "You are upset because this is the third time your flower delivery has been delayed or gone missing and you think 1-800-Flowers is scamming you."}, "objection_part_2": {"after_turn": 3, "objections": [{"page": 58, "rebuttal": "KNOWLEDGE: Disney Princess is a new line featuring Belle, Ariel, Tiana and Moana (CHECK SOURCE FOR MORE INFO). Show that you understand the problem and then let the customer know 'I'm going to help you with this issue.'", "objection": "I told my daughter she was getting all four of the new Disney princess collection, but only three showed up and now you're showing the last one as sold out."}, {"page": 58, "rebuttal": "KNOWLEDGE: Disney Princess is a new line featuring Belle, Ariel, Tiana and Moana (CHECK SOURCE FOR MORE INFO). Show that you understand the problem and then let the customer know 'I'm going to help you with this issue.'", "objection": "I told my daughter she was getting all four of the new Disney princess collection, but only three showed up and now you're showing the last one as sold out."}]}, "summary_extraction_options": [{"name": "First Name", "description": "Customer's first name."}, {"name": "Last Name", "description": "Customer's last name."}, {"name": "Phone Number", "description": "Customer's phone number."}, {"name": "Target Zip Code", "description": "Zip Code that the agent is looking to transfer to."}, {"name": "Order Number", "description": "Order number associated with the flower delivery."}, {"name": "Order Total", "description": "Total amount of the flower order."}, {"name": "Delivery Address", "description": "Address where the flowers were to be delivered."}, {"name": "Occasion", "description": "Occasion for which the flowers were ordered, if mentioned."}], "grading_prompt_first_button": "Commend the agent for resolving the customer's concern without issuing a direct refund as warned by the system. However, they missed opportunities to cross-sell additional products like bouquet upgrades or gift add-ons. Additionally, they could have utilized more probing questions to tailor the sales pitch effectively.", "grading_prompt_second_button": "The agent made a critical error by proceeding with a direct refund despite the system’s warning that a supervisor's review was necessary. The agent must pay closer attention to on-screen alerts and instructions. Furthermore, they missed opportunities to cross-sell products such as bouquet upgrades or gift add-ons and could have benefited from incorporating more probing questions to customize their sales approach."} |  |
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