Our Job - Build Value:
To provide the benefits and for customer to find value for the subscription
To explain the terms and conditions they signed up for
To provide alternatives instead of cancellation
Cancellation (Saving) Tools
Fact Find / Probing Question, Encourage & Build Value, & Explain Pricing
7 / 14 / 30 Days Billing Extension
50%-75% Future discount
Cancellation
Emera Health Subscribe and Save - Save up to 35% when you subscribe to 3 or more products
Billed automatically every 30 days
Cancel or modify anytime
Subscription Refund Policy
If Initial order:
Explain Order & Build Value
50% Partial Refund
RMA Mail Story
75% Partial Refund
RMA - NOTE: Customers are required to send the product back to receive a full refund. This may include empty bottles.
Full Refund (If Threat)
Save Pitch:
Fact Find / Probing Question, Build Value, & Explain Pricing
Probing questions are intended to promote critical thinking as well as to get the person asked to explore their personal thoughts and feelings about a particular subject.
Build product value by providing product benefits.
Encourage the customer into being consistent in taking the product - utilize their goals and product results.
Pricing explanation helps the customer understand what was purchased.
Billing Extension or Billing Modification (Can mix and match with Discount)
Extend billing date by 30 days
Change subscription to every 7 / 14 / 30 days which ever is applicable. Explain pricing changes if availed. Refer to pricing for each product.
Future Discount (Can mix and match with Billing extension / Cycle Modification)
50% Future discount first offer
75% Future discount final offer
Cancellation
"I have cancelled your subscription today. Nothing further will be billed or shipped. You will also receive an email confirming the cancellation"
If refund request - Go to Policies and Procedures:
Go to Wrap up
OK, I have gone ahead and successfully applied the discussed changes to your account here today <RECAP ANY PROMISES MADE OR ACTION DONE TO CUSTOMER ACCOUNT>. We hope that this resolution is an amiable one, and that you keep us in mind the next time you’re in the market for premium health and wellness products. If you have any additional questions or concerns, just give us call back. Alright well I do thank you for choosing Emera Health, and have a wonderful day! Good-bye.
OK, <CUSTOMER NAME> I have successfully processed your request. I've gone ahead and canceled any future shipments or billings, and the associated cancellation numbers for this are: "SF-ORDERID#". We hope that this successfully resolves your concerns, and that in the future if you are looking for the most premium health and wellness products, that you consider giving us an opportunity to once again earn your business. Now, if anything should change, and you'd like to try the product again, or have any additional questions, just give us call back at 1-844-263-3129. We are available from 6am to 10pm Monday Thru Friday, and from 8am-4:00pm Saturday and Sunday CST and we'll be more than glad to assist you in any way we can. Alright well I do thank you for allowing us to partner with you on your health and wellness goals, and I hope you have a wonderful day! Good-bye.