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Today we were totally slammed. Not so much beause there were a lot of customers, but because we were critically understaffed. Corporate has decided to cut hours again,m though that is a whole seperate rant.
Anyway, I had a line going, and was trying to get it cleared out quickly. Last guy in the line was buying a $375 laser printer. As there is a big push on right now for Attachment Selling, I went through the whole spiel about the cable, extra toner, paper, and the service plan, which he politely declined. But in all this, I forgot one important question.
"Do you have a Staples Rewards Card?"
Well he did, and it wasn't until after the transaction was complete that he remembered.
Crap........
Had the MOD (who happened to be the General Manager today) post-void the sale, then I re-rang it.
"Ask for alternate form of payment." IE: Card declined.
Because a large purchase had been made on the card, then almost immediately creditted back, BoAs automatic system had flagged the transaction as potentially fraudulent and refused to approve it. I tried calling Visa for a manual authorization, but it was still declined. I called back and tried to get connected to an agent so I could explain the situation, but apparently this line is ONLY a computerized line. Nothing I did, inclidng punching zero, would connect me. It only caused the system to hang up on me for making "too many input errors."
I had to call the MOD back over. Ultimately, the customer had to call the number ont eh back of his card and speak to them himself. MUCH to my relief, he was patient about the whole thing and did not get mad at me, as I think he felt it was just as much his fault for not showing me his card, even though I KNOW I failed to ask.
Unfortunately, the whole process took a good ten to fifteen minutes to resolve, during which time my register was tied up, the one and only electronics guy had to be put on another reigster with a HUGE line, and the GM was breathing down my neck.
Finally, after speaking to the agent, we were able to convince them that this was legit, and got the transaction approved. I apologized profusely to the customer and to the GM for the foul-up. The GM was unhappy, but (I think) he just chalked it up to "shit happens" and left it at that.
Still, the whole time I just wanted to crawl under a rock somewhere for the rest of my shift.
Anyway, I had a line going, and was trying to get it cleared out quickly. Last guy in the line was buying a $375 laser printer. As there is a big push on right now for Attachment Selling, I went through the whole spiel about the cable, extra toner, paper, and the service plan, which he politely declined. But in all this, I forgot one important question.
"Do you have a Staples Rewards Card?"
Well he did, and it wasn't until after the transaction was complete that he remembered.
Crap........
Had the MOD (who happened to be the General Manager today) post-void the sale, then I re-rang it.
"Ask for alternate form of payment." IE: Card declined.
Because a large purchase had been made on the card, then almost immediately creditted back, BoAs automatic system had flagged the transaction as potentially fraudulent and refused to approve it. I tried calling Visa for a manual authorization, but it was still declined. I called back and tried to get connected to an agent so I could explain the situation, but apparently this line is ONLY a computerized line. Nothing I did, inclidng punching zero, would connect me. It only caused the system to hang up on me for making "too many input errors."
I had to call the MOD back over. Ultimately, the customer had to call the number ont eh back of his card and speak to them himself. MUCH to my relief, he was patient about the whole thing and did not get mad at me, as I think he felt it was just as much his fault for not showing me his card, even though I KNOW I failed to ask.
Unfortunately, the whole process took a good ten to fifteen minutes to resolve, during which time my register was tied up, the one and only electronics guy had to be put on another reigster with a HUGE line, and the GM was breathing down my neck.
Finally, after speaking to the agent, we were able to convince them that this was legit, and got the transaction approved. I apologized profusely to the customer and to the GM for the foul-up. The GM was unhappy, but (I think) he just chalked it up to "shit happens" and left it at that.
Still, the whole time I just wanted to crawl under a rock somewhere for the rest of my shift.