FAQ 
Frequently Asked Questions/Resource Page for CSRs 

Can't figure out what product customer is requesting. 
- Asking for an item saw in a book or magazine
- Using different product name
- Thinks we carry a product that we don't

Wants to return ball
- Ball is wrong size
- Ball is smaller than expected
- Ball return instructions

Can't find order in extranet 
Put a check in the box "Include Voided Orders" (probably was drop shipped). If customer has question about order refer to Deborah.

Is a product in stock?  
All products are in stock unless noted with out of stock--should ship by xxx 

Using different product name
Ask to describe product. If we carry a similar product, tell customer. IMPORTANT: Color and resistance levels of exercise bands vary by manufacturer. Check guidelines on choosing correct resistance level.

Thinks we carry a product that we don't
Say "We are a distributor, not a manufacturer and don’t carry every product from every manufacturer we deal with. Try doing an online search, making sure to add the word “manufacturer” to the brand name you are looking for."

Says ball is smaller than expected
Make sure ball is inflated it to its proper diameter (see above) It usually isn’t since they were afraid the ball would pop. If the customer says they inflated it correctly, but it’s smaller than one used at a gym, tell them it’s an objective measurement: 55cm = 22”, 65 cm = 26”, etc.--that’s the actual size of the ball. Different manufacturers have different recommendations and specs--including actual size of ball – (go figure). If they still complain, have them return for refund (DON’T refund shipping – not our fault) and have them follow Ball return instructions.

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