This training material equips you with the tools to engage customers effectively, balancing personalisation with consistency. In a fast-paced e-commerce environment, clear, adaptable responses help build trust, address needs, and drive conversions. By standardising key communication elements, we aim to enhance the customer experience, minimise misunderstandings, and foster stronger relationships. These scripts have proven to improve the quality and impact of interactions, ensuring customers feel supported and valued.
Store Location
Suggested Approach: Our warehouse is based in Victoria, and we also have partner warehouses across Australia, allowing us to ship to various locations efficiently. Let us know if you'd like more details on shipping times to your area or assistance placing an order.
Key Formula: Location + shipping details + offer assistance
Pickup Options
Suggested Approach: I'm happy to check if we have stock near you for a convenient pickup - we also offer depot collection as an option if that works. Can you share your location so I can confirm availability and reserve it for you?
Key Formula: Acknowledge willingness to check stock + ask for location + prompt reservation
Delivery Lead Time
For In-Stock Items: I believe we can get your order to you before [date], but courier times may vary. Would you like to place the order now to secure delivery within your timeframe?
For Preorders: We expect the stock to arrive on [date]. Will this work for you? If so, would you like to place the order now and secure it so we can ship it to you as soon as it arrives?
For Made-to-Order: Made-to-order items typically take about [lead time]. Once fabrication is complete, standard delivery times will apply. Do you have a specific deadline? I can check if we can meet it
Key Formula: Clarify stock status + timeframe + encourage commitment
Product Comparisons:
Suggested Approach: Create a table of comparison showing the differences in features and specifications. Most of our customers are visual ones and creating a table showing key features can ease the decision-making in choosing the right products. Create a table comparison for 2-3 products, placing the customer's choice as number 1 and your suggested products (as experts) as #2 and #3. Include pricing and ETAs as this can be a pain point for their decisions.
Key Formula: Focus on key features + visual guidance
Product Pricing and Discounts
Suggested Approach: We're happy to offer better pricing for bulk orders. Could you share the quantity you need? I’ll prepare a quote for you. [Optionally, mention ongoing promotions if relevant.]
Key Formula: Highlight bulk discounts + explore seasonal promotions
Customisation
Suggested Approach: Yes, we offer customisation on [product]. Could you provide the specifications and features you need? I'll confirm with the factory and suggest alternatives if necessary.
Key Formula: Confirm customisation options + gather details + offer solutions.
Installation and Usage
Suggested Approach: Our ramps are designed for easy DIY installation with clear instructions. If you have any questions during setup, feel free to reach out—we’re here to help!
Key Formula: Reassure on ease of use + offer support
Warranty and After-Sales Support
Suggested Approach: We offer a [X-year] warranty against manufacturing defects for this product. We take pride in the quality of our goods and should you encounter any issues, don’t hesitate to contact us, and we’ll be happy to help with repairs or replacements.
Key Formula: Highlight warranty + reassure on after-sales support.
Payment Options and Financing
Suggested Approach: We offer flexible payment methods, including Afterpay, ZipPay, and PayPal's 'Pay in 4.' Which would you prefer? I’d be happy to assist you in completing the purchase.
Key Formula: Highlight payment flexibility + guide next steps
High Shipping Costs
Suggested Approach: I understand that shipping costs can be a concern. We base our shipping rates on factors like item size, weight, shipping method, and distance. I'll find the best rate for you (include depot collection if applicable) and I'll come back to you with a quote. Would you like me to call you back once I have the rates?
Key Formula: Acknowledge concern + offer assistance and alternatives (pickup).
Checkout Issues - Not Seeing Shipping Cost
Suggested Approach: I’m sorry about the trouble with checkout. Could you confirm your shipping address as [address]? If needed, I can process the order over the phone or send you a quote directly. I’ll also report the issue to our team to ensure it's resolved quickly.
Key Formula: Apologise for inconvenience + offer solutions (OTP or quote) + escalate issue (if needed)
Note: The scripting does not have to be memorised per se but the essence of it must be clearly provided to our customers.
This approach aligns with our focus on delivering excellent service, which Ramp Champ and TS Store are known for, by (3Es):
Encouraging agents to personalise responses based on the customer’s needs.
Ensuring critical details are consistently included in replies.
Equipping agents with a solid framework, especially during high-stakes queries like time-sensitive deliveries or product customisations.