You Need Me: “Thank you for calling [Store]. This is [My Name]. How can I help you?”
Caller: “Yeah, do you have [chair]?” *he then lists of the product code rather quickly before I even have a chance to realize what he’s saying* “—and it’s $375.”
Me: “Um, I’m sorry; I’ll have to look it up. What chair was it?”
(I get a pen and am ready this time when he gives me the item number. After I look it up, I go back to the phone.)
Me: “We have it on our website, but we don’t have it in store. You’d have to order from home online, or we have a computer in our store where you can do it.”
Caller: “Yeah, is that chair comfortable?”
Me: “Um, I don’t know, it depends on the person, really. I’ve never sat in it, so I can’t tell you.”
Caller: “How do I buy it from your store?”
Me: “We have a self-serve computer you can order it from. You need to use a credit card or a Visa debit, though.”
Caller: “What’s a Visa debit?”
Me: “It’s just a debit card that lets you use it as a credit card if you need to. Most people have them these days.”
Caller: “So, can I order it, then?”
Me: “Sure, you can, but you’d have to come into the store, or you’d have to do it yourself from home.”
Caller: “Can I get a black one?”
Me: “Well, the item number you gave me was for a brown chair. I can look it up.” *I check and it only comes in brown* “Sorry, that style only comes in brown.”
Caller: “But I’m looking at a black one.”
Me: “On our website?”
Caller: “Yeah.”
Me: “Because I searched the model, and it only came up with a brown one.”
Caller: “I want a black one.”
Me: “Are you looking at it on your computer right now? And the description says black?”
Caller: “Yeah.”
Me: “Are you on [Website].com or [Website].ca?”
Caller: “[Website].com.”
Me: “That’s the American site, and that might be why it’s in black.”
Caller: “That’s okay; just order it from the States for me.”
Me: “I can’t. And you wouldn’t want to order from our American site, anyway, because it would end up costing more; plus you’d probably have to pay duties on it.”
Customer: “So, can I just tell them I want a black one?”
Me: “No, you can only order what’s on our site, and on our site, we only have it in brown.”
Caller: “Do you have any black chairs in your store?”
Me: “Yes, we have lots of black chairs.”
Caller: “Are they more expensive than this one?”
Me: “Um, there might be a few…” *at this point I’m trying to figure out how to get him off the phone because it’s been almost ten minutes* “But you’d have to come into the store to look at them.”
Caller: “No, no, I can’t come to the store. Just order me the black one. The one from the American site.”
Me: “I can’t; we’re not really connected.”
Caller: “Well, I’m on the Canadian site now, and it’s in black.”
Me: “Okay; order it from there, then.”
Caller: “Right now?”
Me: “Yes.”
Caller: “How?”
Me: “Click, ‘Add to cart.'”
Caller: “How do you spell that?”
Me: “Don’t type it; click it. Click the button that says, ‘Add to cart.'”
Caller: “Oh, okay. I got you. Thanks!”
