1. “CONDUCT CUSTOMER CONTACT”
My Organization- Spencer’s Online Store
CALL-1
Answering the call
Hello Sir, Welcome to Spencer’s Online Store. This is Emma Watson. How can I help you Sir?
Identifying customers’ needs
Ok sir you want to know about our services and products. Sir what kind of product do you want to buy?
What are your requirements?What is your budget?
Building rapport with customer
Many discounts and exclusive offers are available at our store.
You are buying a product that is well matched to your particular need.
You can be assured that if it needs maintenance, we will take care of it for you.
You don’t have to worry about delivery, you just take the product into your cart. Shipping will be
given by us.
Payment using credit cards will help you to earn points.Through these points you can win
exciting prizes.
Action on Customer request
Sir,please give me your mail-id. I will send you all the details regarding your request .You will get
information in detail.Moreover,you can visit our website. All the products are available with their
prices.Sir may I know your name and address? We will send you some catalogues and brochures of our
store. It contains all the details of our products and services.You have to make payment for receiving this.
If an escalation is required
Sir already many discounts are available.And also payment through credit cards will help you win
exciting prizes.Our manager will assist you better.So I am forwarding this call to my manager.It may take
sometime.Could you please wait for a while?
Thank you sir and hope you are satisfied with the information we have provided to you.You may call
again if you want any further information.Please note down my name
Sir,Thank you very much for calling in Spencer’s online store. Have a good day Sir!
Record Keeping
The call will be recorded with the customer permission.

2. After this call, a call will be made to the customer’s phone to take his feedback whether he is satisfied
with the information provided to him.