Be sure to have Andro400/order-page open on your computer.
Suggested greeting: Customer support, this is _____________ . How may I help you?”
Customer: “I want to place an order.” You: “Ok I'll be happy to help you with that. What would you like to order today?” Go to order page on the website and click one time only on what the customer wants, e.g. autoship, one bottle, or 3 bottles. (If your computer is moving slowly and you click a second time, that will create 2 orders.)
After clicking on the product the customer wants, you will be automatically directed to the shopping cart page where you fill in the customer's information. Look first at the top of the page and make sure it shows exactly what the customer ordered (e.g. one bottle). If you accidentally clicked twice on the order page, and it shows 2 bottles rather than one, this is the time to correct that mistake).
Proceed to ask the questions (name, address, etc.) in the order shown and type in the answers.
Note: If any name is not a fairly common name that you know how to spell, ask the customer how it's spelled if you're unsure. The same goes for street names and cities you might not have heard before. It's very important that everything is spelled correctly, otherwise orders may not be found in the system, or can be lost in shipping). If in doubt, always ask how to spell anything you're not sure of.
Sometimes a customer will not want to give out his email address, so when you ask for it, say: “May I have email address so we can notify you when your order is shipped and provide you with a tracking number so you can check on the shipment if necessary?”
Once you finish filling in all the customer's personal information, and before asking for their credit card info, be sure to ask if their billing address and their shipping address are the same. If the address is not the same, put a check in the 3rd box below, and a new screen will pop-up on the right side of the page where you will need to fill in the billing address. Note: if you don't get the correct billing address, the credit card will not go through.
Shipping preference: You can ignore this since all packages are shipped First Class.
Credit Card Information:
Once you get the customer's credit #, be sure to read it back to make sure it's correct. Same goes with expiration date the 3 digit security code.
Skip “Please tell us where you heard of us?” You can skip this question for now, since the fill-in box is no longer up to date.
Finally: click on the “Finalize Order” buttom at the bottom. You will see red dots move across the top of the screen for a few seconds, and then you should see: Order Finalized.
If the order doesn't go through, words will come up telling you what is wrong, such as “avs mismatch”. This means there is error in the billing address. If you double check the billing address with the customer, and it's correct, the there's a problem with the security code, which you will then need to check with the customer and correct.
When the order shows it's finalized, tell the customer the order has gone through and will be shipped First Class either the same day or the following day (unless it's a weekend – then it will go out Monday). Any order received before noon (Pacific time) will normally be shipped the same day.