1.5 If email: Go to field to collect email address, “May I have an email address that we can email the RMA to?” -“We will email your RMA within 24 to 48 hours. Please verify the
information on the form and return the requested items to the address on the RMA form. Thank you for calling (insert company name). Have a great day.”
1.6 If fax: Go to field to collect fax number, “May I have a fax number that we can fax the RMA to?” -“We will fax your RMA within 24 to 48 hours. Please verify the information on the
form and return the requested items to the address on the RMA form. Thank you for calling (insert company name). Have a great day.”
1.7 If mail: Already have addressed per above verification-“We will mail your RMA within 24 to 48 hours. Please verify the information on the form and return the requested items to the
address on the RMA form. Thank you for calling (insert company name). Have a great day.”
Exchange/Return scripting:
1.1 Check if the unit purchased is one of the models and if the date of purchase was within the last 12 months
1.2 If purchase is outside of the 12 month window then display the following script: “ I am sorry but the warranty period for this product is 12 months and has expired. Please visit your
local store or website to purchase a new unit. We do not have a website to purchase complete products.
1.3 If purchase is within 12 months then Script: “I will issue an RMA form for this unit. After you receive the form, verify personal information, and fill out the rest of the required product
description. Then, return the form with the original receipt or its copy and the unit’s plug -in to the address listed on the RMA form.” Provided that you return the requested items within
warranty frame, you will receive a replacement.
1.4 Display customer address for rep to verify it as billing and shipping. If only one or the
other display an option for rep to collect alternative address.
“How would you like us to send the RMA to you?
To Next Page
Loading...
