Advanced Affordable Hearing Order Procedures for Answer Force

 

Order With Coupon Code

Order With No Coupon Code

 

PURPOSE

This page is for the exclusive use of Answer Force employees and outlines the correct procedures to be followed when answering phone calls from customers on our behalf.

The purpose of this page is to provide a simple set of instructions that will allow you to maintain proper, courteous and efficient service to customers calling any of our phone numbers during after hours and at times when the Advanced Affordable Hearing office is not open. We thank you in advance for helping us grow our business.

The quicklinks below will take you to a specific section of this page when clicked for easy review. If you already understand the procedures to move forward, then proceed directly to the Answer Force script.

  1. Background

  2. PROCEDURE 1- Navigating to the correct page URL to start the order WITH A COUPON CODE

  3. PROCEDURE 2- Navigating to the correct page URL to start an order WITHOUT A COUPON CODE

  4. PROCEDURE 3- Entering Customer Information and Completing the Order

  5. In Case of Errors

BACKGROUND

The vast majority of customers that will be calling you, will be doing so after viewing one of our many magazine advertisements. At the present time, these ads are specifically targeting the HCX Hearing Aid. This product is a tremendous value to people looking for an affordable hearing loss solution and has literally helped thousands of people in that regard. In the past, AAH has provided you with a simple link to a product page (with a specific product price) that only allowed you to select 1 option for inputting orders on behalf of our customers. However, in the coming weeks and months our advertising will be changing and there may be several different prices being advertised. In order to track our advertising and ensure that the customers are receiving the product and price that they are viewing in a specific magazine, each ad makes specific mention of a COUPON CODE and URL that can be used to provide proper access to the HCX product.

For example, a recent Discover Magazine advertisement told readers to use COUPON CODE D61 and to visit the URL "advancedhearing.com/D61" to receive the HCX product at the price advertised along with an order of FREE batteries.

By visiting the proper URL, customers are automatically linked to the correctly priced product as shown in the ad they saw. Then by entering the coupon code during the checkout process, the FREE BATTERIES that are promised in the ad are automatically added to their cart as well. In short, it is a 2-step process that when implemented correctly makes all of our jobs easier and insures for a smooth checkout process for the customer.

Here are the steps that we are asking you to take when answering the phone.

PROCEDURE 1 - Navigating to the correct page URL to start an order WITH A COUPON CODE

  1. Ask the customer how they heard about Advanced Affordable Hearing and if they have a COUPON CODE (ie. D61 in the above example)
  2. If they do not have a coupon code, proceed to PROCEDURE 2
  3. If they do have a coupon code Click the BLUE button

    Order With Coupon Code

    You will be taken to our website and specifically the URL - "advancedhearing.com" to begin the order.

  4. Click your mouse pointer anywhere in the URL field in your browser. Doing so will highlight the entire address. Then with the entire address highlighted, hit the right arrow key once to move the cursor to the end of the address.
  5. Then type a backslash ("/") followed immediately by the coupon code provided to you - for example "/D61". (Note this is NOT case sensitive so upper or lower case letters do not apply).
  6. If applied correctly, the steps above should take you to the correct page to complete the callers order.
  7. Ask the caller if they would like to purchase a hearing aid for the LEFT, RIGHT or BOTH ears and then click the correct option followed by the Add To Cart To Purchase button. The correct price for the product will be displayed once this button is clicked.
  8. Scroll to the top of the page and refer to the right hand side of the header to login with your specifically designated Answer Force login
  9. Next, find the blue CART button, which is also in the top right hand corner of the header (to the right of where you logged in). Click on the button and you will have the opportunity to review the cart contents with the caller. (NOTE: You can edit quantity here and/or REMOVE an item if necessary. Also note, the purchase of a pair of hearing aids will show the quantity of 1 -  indicating 1 pair of hearing aids)
  10. Enter the COUPON CODE you were given (ie D61) into the Coupon Code box provided and click Add Coupon. After a moment of processing you will see the FREE BATTERIES added to the cart. Click the blue Checkout button to continue. 
  11. Proceed to PROCEDURE 3.  

PROCEDURE 2 - Navigating to the correct page URL to start an order WITHOUT A COUPON CODE

  1. Since the caller does not have a coupon code Click the RED button

    Order With No Coupon Code

    You will be taken to our website and specifically the HCX Product Page to begin the order.

  2. You should now see the address advancedhearing.com/hearing-aids/hcx-hearing-aid in the browser URL
  3. Ask the caller if they would like to purchase a hearing aid for the LEFT, RIGHT or BOTH ears and then click the correct option followed by the Add To Cart To Purchase button. The correct price for the product will be displayed once this button is clicked.
  4. Scroll to the top of the page and refer to the right hand side of the header to login with your specifically designated Answer Force login
  5. Next, find the blue CART button, which is also in the top right hand corner of the header (to the right of where you logged in). Click on the button and you will have the opportunity to review the cart contents with the caller. (NOTE: You can edit quantity here and/or REMOVE an item if necessary. Also note, the purchase of a pair of hearing aids will show the quantity of 1 -  indicating 1 pair of hearing aids)
  6. Click the blue Checkout button to continue.
  7. Proceed to PROCEDURE 3.

PROCEDURE 3- Entering Customer Information and Completing the Order

  1. Enter the customer's email address in Order Email field. If customer does not have an email address use the customer's first initial of firstname and their lastname along with @aah3.net to create a fake email address (ie JSmith@aah3.net). After an email is entered click Refresh.
  2. Enter the correct customer details in Shipping Information - First Name, Last Name, Address, City, State, Zip and Phone Number are all required fields. Once entered verify with customer that information is correct.
  3. Ask the caller how they would to ship their order and select their choice - (Note: USPS First Class is $4 and selected by default for US orders).
  4. Click Continue to next step
  5. In the Comments field enter any customer comments that you need to note from the customer
  6. In the Admin Comments field put in "AF" and any other comments for us that the customer will not see
  7. Review the Billing Information with the customer and make any changes necessary. Please note that this field will automatically populate with the Shipping Information entered in step 2, however in order for their credit card to process correctly this billing information should be that associated with the credit card they are using. In other words, it may be required to change the billing information.
  8. In the Payment field choose Credit Card (followed by credit card number, expiration and security code)
  9. Read the provided script to the customer regarding their FDA waiver options. Then select the method of receiving the waiver that the customer chooses in the Terms & Conditions field.
  10. Click Complete Purchase to finish the order. If everything processed correctly, then the next screen should provide an Order Number that can be given to the customer. 

IN CASE OF ERRORS

If these steps are followed as described, then the order should process as expected without any errors. In the event that an error is encountered and/or something unexpected happens - explain to the caller that an unexpected error has occurred and that someone will need to contact them ASAP on the next business day. Then send an email with the customer contact information and an explanation of the problem to support@advancedaffordablehearing.com.