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Calling your Customer
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Calling Your Customer
"Create Value to get Value"
Why do I call my customer?
Why?
You call your customer regarding any flagged products!
This is done to help CREATE VALUE TO GET VALUE for your customer, by giving them a chance to substitute any items that are currently out of stock.
Tip!
Remember you should always FLAG an item if it is out of stock or you are unsure if it is the product the customer has ordered.
When & How should I call my
customer?
When & How?
You should call your customer after you have picked all the items you could and before you proceed to the checkout.
This allows you to ask about all the flagged items and avoids having to call more than once!
How to call a customer from the flagged items screen.
What to do before the call:
The Process
- Review each flagged item.
- Have your earphones in.
- Make sure you have good signal.
Tip!
CREATE VALUE TO GET VALUE by having a list of potential substitutes ready to offer your customer about!
Wait, what do I say?
OK, I'm ready to make the call!
Remember, this is the first time you will speak to your customer and first impressions mean everything when it comes to creating value to get value and collect those tips !
Here's the simple script:
- Greet your customer by their first name.
- Introduce yourself as their Buymie shopper.
- Ask if they have time for a quick call.
Pro-tip!
Always end your call by asking your customer if there's anything else they'd like to add to their order.
This really creates value for the customer and increases your chance of getting a tip!
After the call
After the Call
After the call, you will likely need to do one, or more of the following:
- Substitute
- Remove
- Add
Substitute
Substitutions
If the customer would like to substitute any of the flagged items, you can action this by selecting substitute item.
Find the item the customer requested by searching the name, product number (Lidl only), or by browsing the categories.
Remove
Remove an Item
If your customer doesn’t want a substitute for any item, you must remove it from their order. This will prevent them from being charged.
This video shows how to remove an item first,
then we see substituting again.
Add
Adding an Item
After you have asked your customer if they would like to add any other items, you can do this by selecting add item at the bottom of the shopping screen!
This video shows the Special Requests screen
and an item being added to the order.
When a customer doesn't answer
Troubleshooting
If your customer doesn’t answer, follow these steps:
- Send a text, letting the customer know it's their Buymie Shopper.
- Wait 1 mins for a call back
- If there's no call back, remove the flagged items and move on.
Tip!
If you were unable to reach your customer, let them know when you arrive that you tried to call them to fill them in about out of stock items.
This will let them know that you made your best effort to provide good customer service, and makes them more likely to tip!
Don't Sub!
Never substitute without authorization
Don't forget, you're spending your customer's money. Don't assume you know what the customer would like as a substitution.
The cost of any goods that are substituted without authorization will be deducted from your invoice, so just don't do it!
Pro-tip!
Avoid decreasing your earning power - only shop for what the customer has ordered.
The best way to think about it is that it is not your money to spend.