1. Do you have similar prices across all your stores?
2. Do you honor competitors' coupons at your restaurants?
• If yes, what are the parameters?
3. Would you honor your expired coupons?
4. Would you still honor Coupons if the Guest does not have them at the time of order?
5. What if the Guest is ordering $100 worth of food and would like to have a discount
or free product?
6. How much cash does your driver carry with them on delivery?
7. Do you accept $50/$100 bills on deliveries?
8. What is your protocol for partial payments on card and cash?
9. Do you accept personal checks and/or certified cashier's checks?
10. Do you have any policy if the Order takes ''X'' amount of time Guest will get it for
free or a discount?
11. What is your order cancellation policy?
12. What is your policy for the wrong order placed/delivered?
13. Do you deliver outside your delivery area?
14. Do you have a defined delivery area for all your stores?
15. What if the Guest calls the wrong store?
16. What if we cannot deliver to the Guest's location, can we encourage them for pick up?
17. What if a Guest would like to get a delivery from a certain location that is outside the delivery area?
18. Do you offer special discounts to senior citizens?
19. Do you offer special discounts to military personnel, law enforcement, and/or local fire department(s)? active or inactive?
20. Do you offer special discounts to other businesses, educational institutes, and/or health care providers?
21. Do you organize, help, or partake in local fundraisers?
22. What if the Guest claims that ouronline system is not working and would still like to
get that online discount?
23. How would you like us to deal with a Guest who claims to have a discount or free product based on their conversation with someone at the store?
24. Would you like us to offer Specials Proactively OR Only when the customer asks for specials?
25. These protocols are for Store Numbers?
Please provide 2-3 Delivery Specials with Promo Codes
1.
2.
3.
Please provide 2-3 Carry-Out Specials with Promo Codes
1.
2.
3.
OPTIONALS but we have found it very effective.
1. Kanekt attempts to upsell on every call. While we convert a very high percentage of these
attempts, we have found that if we have an ''Upsell Special'', we are able to convert at an even
higher level - ultimately increasing your average ticket. This is optional.
• Please provide "Upsell Special" and promo code:
2. Kanekt's goal is to never lose a sale. We have found that at the end of an order, a customer
may get sticker shock and may rethink placing the order. In this event, and only if the customer
has not already used a special, we recommend having a Save the Order Special''. Our call agents
only offer this special if they feel the customer is going to hang up without placing order
(Typically 15-30% off - Your choice & Optional)
• Please Provide "Save the Order Special" and promo code:
The answers to these questions can be changed and updated at any time via
email for documentation purposes. Our onboarding team will contact you with
information on how to contact the help desk after your stores are onboarded.
Reasons to use the Support desk:
Changing Specials and Promo Codes
Update Delivery Times
Make us aware of any Fund-Raisers and Special Events
Change of Standard Operating Procedures
Obtain Recordings - please share the customer's phone number and Order number. The Support desk will email you the recording.
Mystery Shopper Feedback
Phone Issues, Forwarding, Line 2, etc.
Upsell on demand - If you have an extra product or product that will expire soon, let us know and we will try to upsell that product before it goes bad.
We would simply need a brief description of the Issue, Store Number, Best Call Back Number, and your email address to assist.
Our goal is to establish Direct Contact between your Stores & the Call Center Team, for Better Communication,
Quicker Turnaround, and Immediate Implementation of any changes.
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