Noa: Welcome to ComputerClick! How may I help you?
Visitor: I'm looking for a new computer.
Noa: We've got a special on our Bell Family-3 for only $799. |
| Operator uses a Canned Response, a HumanClick Pro feature, because she sees in the Operator Window that the customer's Current Page is "home computers". |
Noa: This model comes complete with the latest Processor, 128 MB RAM memory, 20 GB hard drive, a 15" Color
Monitor, CD-ROM and Modem.
Noa: Here you go! |
| Operator uses Push a Page, a HumanClick Pro feature. |
Visitor: This looks good.
Noa: Anyone in your family interested in multimedia? If so, then I'd recommend the Bell Family-5. It includes all of the same functionality as the Bell Family-3 with a 17" Color Monitor, Integrated 3D
Video Graphics and the latest Graphics Software for only $899. |
| Operator reviewed Navigational Tab in the bottom of the Operator Window and saw that the customer had also visited a web page with computer graphics hardware. Opportunity to Up
Sell customer based on their needs. |
Visitor: I'm not sure. Sometimes you spend extra money to get all sorts of fancy gadgets that no one ever uses.
Noa: Valid point. That's why we offer online tutorials at ComputerClick. Let me push you the page about our Graphics Online Tutorial. |
| Operator responds to customer's concern by empathizing and then creates an opportunity to build customer loyalty. |
Noa: And of course, you'll get all of the manuals for all of the software we include in your package.
Visitor: If it's only another $100. We'll take the Bell Family-5.
Noa: Is there anything else I can help you with today? Would you be interested in a printer or scanner to complete your multimedia capabilities? |
| Opportunity to Cross Sell customer based on their needs. |
Visitor: I think I'll let my son pay for a scanner if he really wants one, but the printer is something the
whole family can use.
Noa: I have an LP-3 Laser Printer that we usually sell to customers taking this package. It's usually $299, but because you're taking the Bell Family-5, I can sell it to you for
only $199.
Visitor: OK, we'll take the whole package. |