DR FAQ's

angelmom · 01-08-2006, 05:17 AM

DR FAQ
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Upsell Procedures

A) If caller interrupts upsell with a "No"

Offer a Transitional Statement and transition back to point of interruption

1. “Mr./Ms. _____, I can understand, however, I would like to suggest…” (Return to point of interruption.)

2. “Mr./Ms. _____, I understand and I can indicate No for you, but I would like to make you aware that…” (Return to point of interruption.)

B) If caller interrupts upsell a second time with a "No"

Confirm and enter "No”

Proceed to the next upsell

C) If an entire upsell is read the first time and caller says "No"

Use a Rebuttal (see list below)

1. “I would like to point out that there is a ‘30-day trial membership' or '$25 gas rebate' that you may take advantage of”

If caller says "No" again, go to B above

*If there is a scripted rebuttal you must make 1 attempt to present the scripted rebuttal.*

D) If caller is about to get mad or states, “I do not want to hear any other offers”

Read the Policy Statement

"This is company policy that I inform you about any additional offers made available to you at this time."

“Please bear with me while I present the rest of the offers to you. You are under no obligation to accept these offers. May I continue?”

Attempt to return to the scripting where you left off.

E) If caller is irate, upset, refuses to hear any additional offers after the policy statement is used

Bypass the rest of the upsells.

**Rush delivery, warranties, surveys are NOT upsells. They must be offered if available.*

F) If caller interrupts upsell with a "Yes"

Complete the entire scripting so the caller knows the entire offer.

“Sorry, Mr./Ms. _____. I need to present the entire offer to you before I can accept a “Yes.”

If you have any questions, please contact a PAL.

Sample Rebuttals

1. I understand your hesitation; however, keep in mind that…

2. I understand your concern, but remember that it's...

3. Mr./Ms. _____, I know that the price is a concern; however, keep in mind that...

4. Mr./Ms. _____, give me just a few minutes to explain...

5. I understand and I can indicate “No” for you, but I would like to make you aware of...

6. Thank you, but before we finalize your purchase, I would like to give you a full understanding of the offer. As I was saying...

7. I would like to point out that...

8. It may be of interest to you to know that...

Remember to use your assumptive closing!

“I'll be happy to send that out to you!”

“Can I go ahead and put you down for that today?”

Transition Statements to Use with Questions

1. Mr./Ms. _____, I'm glad you brought that up. That gives me the opportunity to explain...

2. Mr./Ms. _____, other callers that have ordered have asked the same question...

Transistion Statements to Use with Rebuttals

1. Mr./Ms. _____, I would like to suggest...

2. Mr./Ms. _____, let me recommend...

Empathetic Statements

1. I know how frustrating it can be to wait, however...

2. I know it can be really irritating to call several times, however...

3. I'm sorry. I cannot give you the exact dollar amount to be charged on your CC since I do not know what the tax will be, but I can give you an estimate…

Standard Turnaway Statement

“I'm sorry. We do not handle calls for this pr*duct. Please check with directory assistance or hang up and redial the telephone number.”

HOW TO LOG AN ORDER PROPERLY

A) If your screen instructs you to Enter X to log call

Place the X in the box and press Enter.

Not all order screens will have this. If not, simply press ENTER.

B) To log an order as an Inquiry

Press F3 Function Key on your keyboard or PF3 Soft Key on your computer screen.

Select the option number that best fits the situation and log the call by pressing Enter.

C) To log an order as a Customer Service Call

Press F2 Function Key on your keyboard or PF2 Soft Key on your computer screen.

Select the option number that best fits the situation and log the call by pressing Enter.

***If pressing Enter does not log the call, place your mouse pointer in the black part of the screen and click the left mouse button to get the cursor blinking. Then press Enter again. Repeat if necessary.***

The Special Key Button PF23 is NOT used to log calls. It is used to erase a screen!

Please contact a PAL before using the "Special Key PF23"

Always Do These Steps During Each Call

1. If caller does not know name of pr*duct, PROBE by saying

“What is the function/category of pr*duct?”

“Can you recall a word in the name or description of the pr*duct?”

2. Once you hit F1 to get to order screen, start your call by saying

"Thank you for calling today about the _____!"

3. Say and spell ALL people and street names using phonetic alphabet for sound alike and stand alone letters.

4. Ask if a compound word is 1 word or 2.

5. Enter a . (period) in apartment field if not an apartment.

6. Say “zero” for the number 0.

7. Verify credit card numbers in groups of fours.

8. Press PF7 or F7 key to validate credit card number.

9. Read upsell and tag word for word.

10. Only read what is in “Quotation Marks” to caller.

11. Don’t take “OK” as an answer. Confirm it by saying, “Is that a ‘Yes’ or is that a ‘No’?”

Remember PALs Are Listening and Checking Your Calls!

Proper Procedure to Logout of System

1. Click “Stop Receiving Calls” button.

2. Click “Logout” button.

3. Click PA2 button. Do NOT forget to click!

4. Click PA1 button to sign off.

Odds & Ends

PF23 button is to be used ONLY with PAL permission. It allows you to exit from order screen to get back to decision screen.

Error messages will be displayed at the bottom left of screen.

Reset button can be used if screen freezes. No info is lost. It also puts the cursor in the first empty field, so it’s helpful when a new call comes in and you want to start at the pr*duct code field.

If caller gives UK post code, follow directions on screen.

If caller gives Canadian postal code (alphanumeric), verify letters using phonetic alphabet.

Build RAPPORT. Use caller’s name at least twice and always say “please” and “thank you.”

Do not go more than 30 days without having at least 50 minutes of Talk Time. If you become inactive, you need to do a 1-on-1 again.

Schedule Adherence = 80%
Order conversion = 50%
Upsell conversion = 15%

01-08-2006, 05:17 AM	#1
angelmom Owner Join Date: Jan 2006 Posts: 5,787 Thanks: 891 Thanked 1,088 Times in 710 Posts	DR FAQ's DR FAQ ------------------------------------------------- Upsell Procedures A) If caller interrupts upsell with a "No" Offer a Transitional Statement and transition back to point of interruption 1. “Mr./Ms. _____, I can understand, however, I would like to suggest…” (Return to point of interruption.) 2. “Mr./Ms. _____, I understand and I can indicate No for you, but I would like to make you aware that…” (Return to point of interruption.) B) If caller interrupts upsell a second time with a "No" Confirm and enter "No” Proceed to the next upsell C) If an entire upsell is read the first time and caller says "No" Use a Rebuttal (see list below) 1. “I would like to point out that there is a ‘30-day trial membership' or '$25 gas rebate' that you may take advantage of” If caller says "No" again, go to B above If there is a scripted rebuttal you must make 1 attempt to present the scripted rebuttal. D) If caller is about to get mad or states, “I do not want to hear any other offers” Read the Policy Statement "This is company policy that I inform you about any additional offers made available to you at this time." “Please bear with me while I present the rest of the offers to you. You are under no obligation to accept these offers. May I continue?” Attempt to return to the scripting where you left off. E) If caller is irate, upset, refuses to hear any additional offers after the policy statement is used Bypass the rest of the upsells. *Rush delivery, warranties, surveys are NOT upsells. They must be offered if available. F) If caller interrupts upsell with a "Yes" Complete the entire scripting so the caller knows the entire offer. “Sorry, Mr./Ms. _____. I need to present the entire offer to you before I can accept a “Yes.” If you have any questions, please contact a PAL. Sample Rebuttals 1. I understand your hesitation; however, keep in mind that… 2. I understand your concern, but remember that it's... 3. Mr./Ms. _____, I know that the price is a concern; however, keep in mind that... 4. Mr./Ms. _____, give me just a few minutes to explain... 5. I understand and I can indicate “No” for you, but I would like to make you aware of... 6. Thank you, but before we finalize your purchase, I would like to give you a full understanding of the offer. As I was saying... 7. I would like to point out that... 8. It may be of interest to you to know that... Remember to use your assumptive closing! “I'll be happy to send that out to you!” “Can I go ahead and put you down for that today?” Transition Statements to Use with Questions 1. Mr./Ms. _____, I'm glad you brought that up. That gives me the opportunity to explain... 2. Mr./Ms. _____, other callers that have ordered have asked the same question... Transistion Statements to Use with Rebuttals 1. Mr./Ms. _____, I would like to suggest... 2. Mr./Ms. _____, let me recommend... Empathetic Statements 1. I know how frustrating it can be to wait, however... 2. I know it can be really irritating to call several times, however... 3. I'm sorry. I cannot give you the exact dollar amount to be charged on your CC since I do not know what the tax will be, but I can give you an estimate… Standard Turnaway Statement “I'm sorry. We do not handle calls for this prduct. Please check with directory assistance or hang up and redial the telephone number.” HOW TO LOG AN ORDER PROPERLY A) If your screen instructs you to Enter X to log call Place the X in the box and press Enter. Not all order screens will have this. If not, simply press ENTER. B) To log an order as an Inquiry Press F3 Function Key on your keyboard or PF3 Soft Key on your computer screen. Select the option number that best fits the situation and log the call by pressing Enter. C) To log an order as a Customer Service Call Press F2 Function Key on your keyboard or PF2 Soft Key on your computer screen. Select the option number that best fits the situation and log the call by pressing Enter. If pressing Enter does not log the call, place your mouse pointer in the black part of the screen and click the left mouse button to get the cursor blinking. Then press Enter again. Repeat if necessary.* The Special Key Button PF23 is NOT used to log calls. It is used to erase a screen! Please contact a PAL before using the "Special Key PF23" Always Do These Steps During Each Call 1. If caller does not know name of prduct, PROBE by saying “What is the function/category of prduct?” “Can you recall a word in the name or description of the prduct?” 2. Once you hit F1 to get to order screen, start your call by saying "Thank you for calling today about the _____!" 3. Say and spell ALL people and street names using phonetic alphabet for sound alike and stand alone letters. 4. Ask if a compound word is 1 word or 2. 5. Enter a . (period) in apartment field if not an apartment. 6. Say “zero” for the number 0. 7. Verify credit card numbers in groups of fours. 8. Press PF7 or F7 key to validate credit card number. 9. Read upsell and tag word for word. 10. Only read what is in “Quotation Marks” to caller. 11. Don’t take “OK” as an answer. Confirm it by saying, “Is that a ‘Yes’ or is that a ‘No’?” Remember PALs Are Listening and Checking Your Calls! Proper Procedure to Logout of System 1. Click “Stop Receiving Calls” button. 2. Click “Logout” button. 3. Click PA2 button. Do NOT forget to click! 4. Click PA1 button to sign off. Odds & Ends PF23 button is to be used ONLY with PAL permission. It allows you to exit from order screen to get back to decision screen. Error messages will be displayed at the bottom left of screen. Reset button can be used if screen freezes. No info is lost. It also puts the cursor in the first empty field, so it’s helpful when a new call comes in and you want to start at the prduct code field. If caller gives UK post code, follow directions on screen. If caller gives Canadian postal code (alphanumeric), verify letters using phonetic alphabet. Build RAPPORT. Use caller’s name at least twice and always say “please” and “thank you.” Do not go more than 30 days without having at least 50 minutes of Talk Time. If you become inactive, you need to do a 1-on-1 again. Schedule Adherence = 80% Order conversion = 50% Upsell conversion = 15% Last edited by Moaneeca : 09-29-2006 at 05:58 AM.