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Presentation of Group A
Self-Paced Training
University of Phoenix
EDTC 560Carolyn Edmonds, Keith Gray, Lisa Moore, Brian
Walker and Gloria Washington
Introduction
• Current Trends in Telemarketing
• How to Maximize Profits
• Legal Implications
• Customer Retention
Find out if audience members have relevant
backgrounds or interests
Agenda
• Sales− Training on Product Knowledge− Presentation to Customers− Understanding Customers Needs
• Customer Retention− Getting & Maintaining Customers− How to generate Referrals
Agenda Part II
• Ethics− Laws Govern Telemarketing Industry− Compliance with Ethical Guidelines
• Administration− Using the Database Program− Time Management – Daily− Information Telemarketers are Responsible for
Managing.
Digital Telephone Service• How the training class will be conducted.
• Listen and Read the power point presentation.
• Practice learning the material
• Multiple Choice Quizzes
• Written Exercises
• Role Playing
http://video.google.com/videosearch?q=Telephone+sales&hl=en&sitesearch=#
Digital Telephone Service
• Service Features
• Call Waiting
• E 911
• Call Forwarding
• Unlimited Long Distance Calls
Digital Telephone Service
• Prices
• Telephone Service Only
• Telephone and Internet Double Package
• Telephone, Internet, and Television Triple Package
Digital Telephone Service• Asking customers probing questions to find out which
service will satisfy their needs
• What kind of phone service are you looking for?
• What services do you expect from your phone company?
• How much do you want to pay every month for your
phone service?
• http://video.google.com/videosearch?q=Telephone+sales&hl=en&sitesearch=#q=Telephone%20sales&hl=en&sitesearch=&start=20
Topic Two-Customer Retention• What is customer retention?
• Frequent Customer Follow Up
• Phone Calls
• Mailings
Topic Two-Customer Retention• Get and maintain loyal customers• Marketing relationship
−Analysis each buyers habits, frequency of orders
−Promotions to best customers
• How to generate referrals−Satisfied customers referrals,
appearance of website, links with other similar sites
Frequent Customer Follow UP• How the training will be conducted.
• Read and Listen to the Power Point Presentation
• Practice using the material
• Written Exercises
• Multiple Choice Quizzes
• Role Playing
Frequent Customer Follow Up• Phone Calls
• What the Customer Service Representative needs to ask
the customer about the service?
• What the Customer Service Representative must say to
the customer.
• What the CSR should not tell the customer.
• Obtain feedback from the customer
http://video.google.com/videosearch?q=Telephone+sales&hl=en&sitesearch=#
Frequent Customer Follow Up• Email Follow Up Protocol
• What the CSR should say in the follow up email.
• What templates need to be used in sending follow up
email?
• What questions the CSR should ask the customer in the
email?
• How often should follow up email should be sent to the
customer?
Frequent Customer Follow UP• Follow up mailings
• What the CSR needs to send to the customer.
• How often should mailings be sent to the customers
• What promotions can be attached to follow up mailings?
• What the CSR needs to say in his follow up mailings
Topic Three- Ethics
• Ethics is a system of moral principles− in sales these moral principles should be adhered to, no
exceptions.
• Selling to customers without a need for it is unethical, sell
only, what is a benefit to the customer.
• What is your integrity, focus on “How can I help you”.
Topic Three- Ethics
• Do Not Call List
• What is the do not call list?
• How does this law affect the telemarketing industry?
• How does the CSR know which customers do not want to
be called?
• Why the CSR must be compliant with this law
Do Not Call List
• How the training will be conducted
• Read and Listen to the power point presentation
• Practice using the material
• Written Exercises
• Multiple Choice Quizzes
• Role Playing
http://video.google.com/videoplay?docid=8613886194652962328&q=Do+Not+Call+&ei=8EVxSOmTMoTErwL0xai-Aw&hl=en
Do Not Call List• What is the do not call list?
• National Do Not Call Registry
• The National Do Not Call Registry is now available putting
consumers in charge of the telemarketing calls they receive at
home. The Federal government created the national registry to
make it easier and more efficient for the consumers to stop
getting telemarketing calls they do not want. They can register
online at WWW.DONOTCALL.GOV or call toll-free, 1-888-382-1222
(TTY 1-866-290-4236) from the number they wish to register.
Registration is free. The Federal Trade Commission, the Federal
Communications Commission, and the states are enforcing the
National Do Not Call Registry. Placing their number on the
registry will stop most, but not all, telemarketing
• National Do Not Call Registry
• http://www.ftc.gov/donotcall
Do Not Call List
• How does the CSR know which customers do not want to
be called?
• The do not call potential customers will be highlighted in
red with the letters DNC written next to the phone
numbers in the customers individual records in the
company’s sales database. The CSR has 90 days to make
the sale before the number will be masked by the system
not allowing any more calls to be made to that number
until the customer contacts the company again in the
future wishing to be contacted.
Do Not Call List
• Why the CSR must be compliant with this law
• FTC Fines are now $11,000. per violation. The FCC
says it "will default to the more stringent of the two
whether State or Federal DNC Laws". And some
States (Like California) are issuing citations based
on the National List, but under a new tougher set of
State DNC Laws passed January 1, 2005.
• (http://www.donotcallprotection.com/
do_not_call_chart.shtml)
Topic Four—Administration
• What notes can the CSR put into the customer’s individual
database record?
• No negative comments about the customer
• Notes about the customers personal preference on what
they want to buy.
• No personal identifiable information such as social security
numbers, credit card numbers, date of birth, etc.
CSR Notes in the database
• How the training will be conducted
• Read and Listen to the power point presentation
• Practice using the material
• Written Exercises
• Multiple Choice Quizzes
• Role Playing
CSR Notes in the Database
• No negative comments about the customer
• Cannot write comments about their character.
• Cannot enter any opinions about the customer.
• Cannot input any negative comments made by the
customer.
• Cannot enter any profane terminology into the notes.
CSR Notes in the database
• Notes about the customers personal preference on what
they want to buy.
• What products or services the customers wants to use.
• The customers preferences about what kinds of services
they like or dislike.
• Past experiences with other telecommunications
companies.
CSR Notes in the database
• No personal identifiable information such as social security
numbers, credit card numbers, date of birth, etc.
• Cannot enter any Personal Identifiable information in the
notes as not all departments in the company are
authorized to see the information.
• There are specific places in the database for personal
information
Summary
• Customer Service Representatives learned about the
Digital Telephone Service, Database Records, Do Not Call
List, and Customer Retention procedures.
• They learned the material by reading and listening to the
power point presentation.
• They practiced the materials by doing written exercises,
taking multiple choice quizzes, and by participating in role
playing exercises.
• This 15 minute self training power point presentation is
not designed to be a substitution for the one long training
seminars the CSRs need to attend three times a week.
References• Adams, C (unknown) Adams Six Sigma Customer
satisfaction and customer loyalty are the best predictor
of customer retention. Retrieved from
http://www.adamssixsigma.com/Newsletters/customer_results.htm
6/15/2008
• Do Not Call Protection
• (http://www.donotcallprotection.com/
do_not_call_chart.shtml)
• Nova, J (2000) Drilling down: Turing customer Data
into Profits with a spreadsheet. Retrieved from
http://jimnova.com/Customer-Retention-more.htm
4/15/2008
• National Do Not Call Registry
• http://www.ftc.gov/donotcall
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