HOLIDAY COLOR CODED DRIVER

Color Coded Flags for the Holiday - This is meant to track common holiday call drivers.
Name: 


  1. Call driver: Specs or usage questions (BLUE)
    Select below what did the agent miss - can be more than one
    Needs Assessment
    Search a product to recommend according to the needs
    None


  1. Price Protection (ORANGE)
    Select below what did the agent miss - can be more than one
    1. Agents to confirm order is from our store - with HXXXXXXX order number
    2. Assess customer's needs and reinforce if the HP product best suite customer needs.
    3. IF CUSTOMER INSIST: Reinforce what they purchased and that during the busy holiday shopping season: "It’s always best to buy what you want than to miss out or have a product stock out."
    4. If the customer wants to cancel or return to get a special promotion, after doing Step 1 above, honor the promotion and make it a positive experience! Should sell a Care Pack or accessory (MS Office)
    5. None


  1. Price Matching (GREEN)
    Select below what did the agent miss - can be more than one
    1. Verify Comparable PC or HP Printer model is sold on HP.com
    2. Verify if the store or website is a nationally recognized retailer: Dell.com, Lenovo.com, Amazon.com, BestBuy.com, TigerDirect.com, Newegg.com and Staples.com
    3.Verify the offer is live, valid and available (not in-store only, limited qty or out of stock)
    4. Log all price match requests as a retail compare in Dynamics - MANDATORY
    5. None


  1. Payment/Pricing Issue (RED)
    Select below what did the agent miss - can be more than one
    1. Assist customer in placing an order - validate coupon. For any website concern, educate customer on basic troubleshooting; clear cache cookies, use a different browser.
    2. If agent encounters technical issues; punch out, pricing issues, website issues; REPORT
    3. None


  1. Intervention Done
    Real time information/help provided
    Took over the call/Chat
    Others





HP HHO Program
Boise, ID