Particle CS Training

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Lessons

Customer Retention - Scenario Training (rich text)
<p><a href="https://docs.google.com/document/d/1ShZAH1Vg_5U0tI1kVUsMvcSWyGYT7OnqIrUAOn4Yi8E/edit" target="_blank" rel="noopener">Open role-play scenarios ↗</a></p>

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Module-level quiz

Unlocks after all lessons are complete (unless free navigation is on).

Quiz: Customer Retention Role-Play Quiz (8 question(s))

Scenario 1: a customer used Face Cream for 2 weeks, saw no results, and wants a refund. What macro code offers an extended guarantee? (short_answer)
Scenario 1: a customer used Face Cream for 2 weeks, saw no results, and wants a refund. What macro code offers an extended guarantee?QQEX-RBPThe 60-day extended guarantee code is QQEX-RBP.
Scenario 2: a customer dislikes the scent of Gravité Cologne and wants to return it. What macro code applies for a like/dislike, product-in-lieu-of-refund offer? (short_answer)
Scenario 2: a customer dislikes the scent of Gravité Cologne and wants to return it. What macro code applies for a like/dislike, product-in-lieu-of-refund offer?PIL-LDProduct In Lieu of Refund - Like/Dislike is PIL-LD.
Scenario 3: a customer used Scar Gel once, sees no change, and wants to return it. What macro code extends their trial instead? (short_answer)
Scenario 3: a customer used Scar Gel once, sees no change, and wants to return it. What macro code extends their trial instead?QQEX-RBPSame 60-day extension code as Scenario 1: QQEX-RBP, since scar care is a long-term process.
Scenario 4: a customer says Neck Cream is too expensive and wants to cancel. What should you NOT do? (multiple_choice)
Scenario 4: a customer says Neck Cream is too expensive and wants to cancel. What should you NOT do?
Cancel immediately with no further discussion Offer a lower delivery frequency Highlight the 6-in-1 formula's long-term value Mention Loyalty RewardsAllow selecting multiple correct options
The training calls for empathy, highlighting value, offering a lower frequency, and mentioning Loyalty Rewards - not an immediate, no-discussion cancellation.
Scenario 5: an international customer (Australia) wants to return the Deodorant without paying return shipping. What refund flow applies? (short_answer)
Scenario 5: an international customer (Australia) wants to return the Deodorant without paying return shipping. What refund flow applies?GRV-INTLInternational customers use the GRV-INTL refund flow.
Scenario 6: for a Hair Revival Kit refund request after a month of no results, offering one more bottle or the QQEX-RBP extended guarantee is an appropriate response. (true_false)
Scenario 6: for a Hair Revival Kit refund request after a month of no results, offering one more bottle or the QQEX-RBP extended guarantee is an appropriate response.The training suggests asking usage questions, explaining longer timelines, and offering one more bottle or QQEX-RBP.
Scenario 7: a customer ordered Body Wash by mistake, meaning to order Deodorant. Name one macro code for offering a replacement. (short_answer)
Scenario 7: a customer ordered Body Wash by mistake, meaning to order Deodorant. Name one macro code for offering a replacement.PIL-OFR PIL-LDEither PIL-OFR or PIL-LD applies for offering the correct product as a replacement.
Scenario 10: a customer says they found a cheaper brand and wants to cancel. What's the recommended approach? (multiple_choice)
Scenario 10: a customer says they found a cheaper brand and wants to cancel. What's the recommended approach?
Match the competitor's price immediately Explain value (6-in-1 formula, ingredient quality) and offer a loyalty reward, bundle savings, or reduced frequency Let them cancel with no retention attempt Argue that the competitor's product is worseAllow selecting multiple correct options
The training calls for value-based objection handling and offering a loyalty reward, bundle savings, or reduced frequency.

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