GM 03D PMPW Experience Module III Scripts - Ningapi.ning.com/.../GM_03D_PMPW_Experience_Module_III_Scripts.pdfGMIIID - The PMPW Experience - Module III: Scripts 4 05/01/2010 The kind

GMIIID - The PMPW Experience - Module III: Scripts

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CREATING

The

PMPW EXPERIENCE

MODULE III

Scripts

An Implementation Guide


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Implementation Checklist

POS Scripts

o General Small Package Shipping Script

o 1-2 lb Small Package Variation Script

o New Customer Script

o Greetings & Goodbyes

o Custom Packing Scripts

Non Fragile

Fragile

Picture Pack – Glass Front

Picture Pack – Oil Painting

Phrases to Avoid

Watch Outs

o Handling Objections Scripts

Other Operational Scripts

o Answering the Phone

o Answering Machine Scripts

o Off-Site Script

o Air Confirmation Script

The Sales Prevention Collection

Addenda


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Module III Scripts

The Principle

Scripts are used at POS and various other activities to ensure that each customer receives a

consistent experience.

The PMPW Model

Words are powerful. The words used in the POS Conversation with the Customer are carefully

chosen for the way they help the Customer feel welcome, comfortable, and at home. Scripts

advance the POS Conversation toward a successful conclusion. The scripts help present choices

clearly, advance the conversation positively, and leave the Customer satisfied that his/her needs

are being handled professionally and personally.

Background

Work = Performance. Every performance has a script. Performances range from Platform

Theatre, such as a Broadway Musicals, that are performed exactly every time to Improvisational

Theatre where performers pretty much wing it or make it up as they go along. Between these

two extremes is a form of theatre called Matching Theatre.

A great example of Matching Theatre is a TV series where the cast of characters is the same

from one episode to the next and the plot builds episode to episode as well. Much the same thing

happens at Pak Mail. Customers return over and over expecting a consistent, professional, and

pleasant experience each time.

Scripting for Matching Theatre is not nearly as extensive as in Platform Theatre and nowhere

near as “winging it” in Improvisational Theatre. The script provides the structure upon which

the particular performance hangs while letting the Store Operator engage the Customer as a

“friend and neighbor” as indicated in The PMPW Pak Mail Credo. For example, the POS Script

consists of just 5 questions around which the entire POS shipping performance is built. Each

question is designed to quickly move the Customer through the shipping experience while

allowing ample time to “connect” with the Customer.

It is true that the quality of the Customer Experience is heavily dependent on Costuming,

Staging, and Stage Props. Ultimately, however, it is the Customer contact and interaction with

the Store Operator that will make a GREAT performance or result in a mediocre performance. It

is true that a great actor (Store Operator) is almost powerless to overcome a poor script – much

less poor quality costuming, staging, and weak stage props. It is also true that a good actor with

a GREAT script can produce wonderful results!


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The kind of detail needed in the script is dependent on the scene being played. For instance, the

Customer POS Conversation is more like a well-structured improvisational performance than it

is a set piece. The scripting therefore provides the framework to give the Conversation a solid

structure without restricting or inhibiting it. On the other hand, the Air Confirmation Script is a

highly structured script, designed to give the required detail in just a very few seconds – often to

an answering machine.

Areas where scripting is particularly helpful include:

The POS Conversation

o The General Shipping Script

o 1-2 lb Variation

o Custom Packing Script

o Handling Objections

o New Customer Script

o Greetings and Goodbyes

Operational Scripts

o Answering Incoming Calls Script

o Answering Machine Scripts

o Air Confirmation Script

In addition, some scripts should be notable by their absence. In other words there are certain

forms of speech – idioms, sayings etc. that are used and heard routinely that should be avoided

completely. If they are made a part of the performance it will detract from the quality of the

Customer Experience. You will find these in the section in this Module called “The POS Sales

Prevention Collection”.


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POS Scripts

General Small Package Shipping Script

1. May I start with your phone number please?

2. What city & state are you shipping to today?

3. When would you like that to arrive?

4. What is the value of the contents? (If the customer does not tell you what they are

shipping as a natural part of the conversation, you will ask them at this point,

“What is it that you are shipping?”)

5. Close

a. Please review the label to check that we have entered the correct address.

b. Please complete the contents and value section, initial here that you brought it in

and sign at the bottom.

c. Ask, “How are you doing on stamps today?”

d. That will be $ xx.xx please. Thank you!

Background and Annotation

This is the script that is used over and over again at POS during the shipping process. Two

variations are for Custom Packing and the 1-2 lb Situation, which will be covered later. This

5-step and 4-question script becomes the framework for every basic shipping conversation. The

framework is loose enough to provide plenty of opportunity to address customer questions and

concerns as well as talk about other Pak Mail products and services.

1. May I start with your phone number please?

It is assumed that the Customer has already been greeted and welcomed into the store, is at POS

and is ready to ship a package. This question gets things started with a question that the

Customer would not expect the Store Operator to know – a phone number. With the phone

number the Store Operator can quickly find the customer’s database or conversely find out if this

is his/her first-time shipping with Pak Mail and shift into the “New Customer” script.

NOTE: It is important to write the phone number down as it is being said. It is embarrassing to

forget a number and have to ask again. In the case of a new customer you already have the

phone number at hand to enter into the Customer database.

2. What city and state are you shipping to today?

With city and state it is easy to zero into whether you have a new Ship To address or one that is

already in your database. An added bonus is that you are emphasizing the quality of your

database when you in fact do have the Ship To!


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3. When would you like this to arrive?

There are two points to remember:

First, Customers don’t really want to know when it is going to leave your store. They are more

concerned about when it will arrive at its final destination. And they want it to get there when

THEY want it to get there. It is easy to assume that the Customer wants the slowest or cheapest

service. By asking the question correctly you will find out if an air service is needed or not. It is

best NOT to assume anything.

Second, with the answer to this question it is quite easy, under normal circumstances, for the

Store Operator to select the best and most cost effective option for the Customer without going

into a longwinded explanation of all the options for all the services and the costs for each service

that will quite likely just bore and/or confuse the Customer.

4. What is the value of the Contents? (If the customer does not tell you what they are



This question is best asked as an afterthought. No discussions need to follow about the first $100or the cost per $100. Whatever the Customer indicates is what should be put down. It isNEVER a good idea for a customer to under-value the shipment. Knowing the contents isimportant! There are certain things that are illegal for us to ship, and there are certain fragileitems that we may need to ensure are packed correctly.

For a complete discussion and guidelines, see Alternate Declared Value (ADV)

Shipping/Packaging Considerations.

5. The Close

The purpose of the Close is to let the Customer know what s/he has already purchased. It is

important to realize that up until now the Store Operator has not shown a lot of value to price.

By this time the Customer is feeling welcome and the process has gone smoothly and efficiently

but now comes the opportunity to show value before giving the price.

The Close comes in four steps:

a. Have the Customer review the label for accuracy. S/he will find a highly professional,

readable, and neat label with an accurate Ship-To Address.

b. After taking back the label, the Store Operator hands the Confirmation Receipt to the

Customer to be signed. While the Customer is signing the Confirmation Receipt the

Store Operator is VERY neatly and carefully placing the label squarely on the box. Then

the Store Operator places the box with equal care on the outgoing package cart behind the

POS.


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c. The Store Operator next asks, “How are you doing on stamps today?” By asking this

open-ended question prior to cashing out, the Store Operator is effectively cross-selling

and demonstrating the convenience factor of the store. Every time that the Customer is

able to complete multiple tasks in the store, the value of the store is increased in the

Customer’s mind.

d. The Store Operator finishes the transaction by saying, “That will be $xx.xx please.” This

statement should be spoken with confidence and a smile, while looking the Customer in

the eye. Then the Store Operator says nothing else until the Customer pays or asks a

question.

The Customer now KNOWS that his/her package is professionally handled, expertly processed,

and on its way. And the BEST part is that the Customer gets to check off a big item on his/her

TO DO list! Now THAT is worth the price!!

1-2 lb POS Script

Scenario: Customer places a 1 – 2 lb package on the scale. AFTER moving through step 1 and

2 of the Basic Script, question 3 is asked. The reply is, “I want to send this the CHEAPEST

WAY POSSIBLE.”

Taking a step backward, crossing your arms and taking a thoughtful stance you say,

“Your package weighs just over 1 lb. So, let me give you some options.

1. We can send it through UPS (FedEx, DHL) for $10.06. Now with UPS (FedEx, DHL)

you automatically get:

a. Tracking on every package so we know where your package is all the time.

b. Day Definite Delivery which means that your package should arrive on Thursday.

c. AND you get up to $100 of declared value coverage included.

2. Now, you can save yourself about a$1.70 if you send it through the Post Office but:

a. You LOSE tracking

b. You LOSE day definite delivery

c. And there is no declared value coverage

What would YOU like to do?”

NOTE: If you are on Organizational Profit Neutral Pricing, you have priced both USPS Priority

and 1 & 2 lb UPS/FedEx/DHL to yield an equal and acceptable profit. No matter what service

the Customer chooses the store will enjoy that acceptable profit. In addition, the Store Operator

is getting the chance to tell the story of the very real differences between USPS and other small

package carriers. And most importantly the Store Operator is able to show each Customer why

the differences between USPS and other carriers are really worth the small additional cost.


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By constantly hearing our story, Customers will come to understand why UPS/FedEx/DHL is a

better value than USPS.

Customer Script

Background

By consistently using the Small Package Shipping Script, the Store Operator will discover very

quickly that s/he is dealing with a new customer. Upon discovering that the telephone number is

not in the database it is easy to say, “You’ve shipped with Pak Mail before, haven’t you?” A

“NO” is an indication that the Customer is NEW to Pak Mail. If the Customer says, “YES”, then

reply, “I thought so!”, and suggest a search under their last name.

NOTE: It is important to assume that the customer has shipped before and that you think you

recognize him/her. It is quite possible that the Customer is a regular copy customer and has just

not shipped a package yet.

The New Customer Party

When a store earns a NEW Customer it is a time for celebration. Welcome the Customer to the

Store. Ask how s/he found Pak Mail. Introduce him/her to other employees in the store as well

as other Customers. We want that Customer to feel valued and welcomed.

In processing the Customer’s package it is important to follow the steps in either the Small

Package Script or the 1-2 lb Script. During the process emphasize the features and benefits of

each step, as follows:

“First, let me put you into our Customer Database. This allows us to quickly and

accurately locate your shipping records the next time that you come in.”

“By the way, the database is confidential. We do not share or sell our Customer

Database, so you are assured of your privacy.”

“We also store all of your Ship-To Addresses for your convenience.”

“The tracking number and other information are conveniently located on the final

receipt, for easy tracking.”

“Please call us directly if there are ANY questions at all. Our phone number is

also on the receipt. We’ll make it easy if any follow-up is needed.”

Greetings & Goodbyes

It is, of course, important to greet and welcome every customer coming into the store as soon as

possible upon entry. This acknowledgement is important especially when the Store Operator is

already working with another Customer. By being acknowledged upon entry, the Customer is

more likely to be patient if there is a small wait.


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When leaving, it is just as important to thank the Customer for coming in. What follows in

MOST retail stores these days is, “Have a nice day.” Not only is this phrase over used and many

times said with a lack of sincerity, it doesn’t set up the Customer for a repeat visit. “Have a nice

day” gives the Customer the impression that Pak Mail is just like every other store s/he has been

in.

A better script is:

“See you next time.”

Indeed, we DO hope to see that Customer the next time; and the next time; and the time after

that. This script sets up an expectation in the Customer’s mind that there will be a next time. If

the rest of the performance has been solid then this little script reminds the Customer “Yes. That

was a pleasant experience. I am looking forward to the next time.”


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Custom Packing Scripts

Background

There really is no script to organize the process of getting through the Custom Packing module.

The Custom Packing module itself does a great job of leading the Store Operator through the

correct questions to complete this part of the POS Conversation.

The objective of the Custom Packing Conversation is to reinforce the idea in the Customer’s

mind that their item will be handled with care and packed professionally. This is where the

words used really matter.

Non Fragile Items

“Before putting the (item) in the box, we will put it in a clean plastic bag to protect it from

getting damp or dirty in transit.”

Fragile Items

“Because your (item) is somewhat fragile we will carefully wrap it in ½” bubble wrap and then

float it in two inches of peanuts.”

Picture Pack – Glass Front

“Of course, the most fragile part of your picture is the glass front so before we begin packing it

we will cover the glass with “glass mask”. Glass mask is a special low tack plastic film that will

give the glass more strength and in the unlikely event that the glass does break it will keep the

glass from damaging the picture underneath. In addition, because the glass mask is low tack it

will come off easily and without a residue. After the glass mask is applied we will wrap the

picture in ½” bubble wrap and sandwich it between two sheets of 200 lb corrugated. Finally, we

will float the sandwich in 2” of peanuts all around.”

Picture Pack – Oil Painting

“Oil NEVER completely dries so we need to protect the surface of the painting. We do that with

a layer of acid free paper. Oil paintings are almost always in a somewhat deep frame so we will

cut a sheet of 200 lb corrugated so that it rides on the frame just above the surface of the painting

giving it some air space. We’ll also do that in the back to protect the painting from that direction

too. Next we will fill the remaining space above the corrugated with ½” bubble until it is even

with the edge of the frame and then wrap the entire painting one time around. And finally we

will sandwich it between two sheets of 200 lb corrugated and float the sandwich in a box with 2”

of peanuts around it.”


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NOTE: If the painting (oil or glass front) is valued at $1,000 or more it should be put in a

“Wooden Box”. Avoid using the word “crate”. A crate sounds heavy, expensive, and overkill.

A “wooden box” just sounds better.

Custom Packing - Phrases to Avoid

“Oh, that’s non-fragile we can just plop it in a box.”

Try to avoid this or any similar statement that indicates something other than the fact that

we will take great care of the Customer’s item. We take care to pack every item – fragile

or not – in a way that will assure that the item will arrive safely at its intended

destination.

“What we usually do is . . .”

It is important for the Customer to understand that we ALWAYS pack items

professionally and correctly. We don’t usually do one thing but sometimes do things

differently. We ALWAYS pack everything professionally and correctly.

Custom Packing “Watch Outs”

Make it a habit to ALWAYS go into the SECOND Custom Packing screen to check and

confirm the packing details.

Labor should almost always be adjusted upward from the default amount to take into

account the actual packing time.

Free Space – There is almost always at least 10% free space in a box that is to be packed.

It is a good idea to have every Store Operator get into the habit of using this amount as a

minimum and adjusting upward from there.


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Handling Objections Scripts

OBJECTION: “How much would it be if I take it to the (Post Office, UPS, FedEx)” or“Would it be less. . .etc?”Best Answer: “That’s a very good question and one I don’t know the answer to. I DO know thatmany of our very best and most regular customers are ones who used to drive down to the PostOffice (or all the way to UPS or wait around all day for a FedEx pick up etc) They found thatany difference in cost was well worth the savings in time and hassle. In fact one of my favoritethings is when a customer comments that they haven’t been to the Post Office since they startedcoming to PAK MAIL!”

OBJECTION: You have just told the customer the price is $26.84, and they respond with,“Wow, that’s ridiculously expensive.”

Your response needs to be filled with thoughtfulness and empathy. Choose something that bestfits your personality. We believe the best responses to be:

A. “Man, I know what you mean!” or . . .B. “I totally understand.” or . . .C. “I can certainly understand how you might feel that way.” or . . .D. “You’re right.”

The critical part of handling this type of objection is to sincerely respond in one of these ways,and wait for a response. (When you do this instead of defending the price right away, orretreating to a different price right away, you set yourself up as the customer’s advocate ratherthan their adversary.)

You will usually get one of three responses:

1. “That’s too much”, and they pick up their package and walk away. (5%)2. “Well, I don’t have any choice. Go ahead and ship it.” (45%)3. “Why is it so much? Isn’t there another way to do it?” (50%)

You are now in a position to help the customer find a more suitable way to do the shipment orhelp them understand why the cost is what it is.

OBJECTION: You are visiting a business in your market, and after asking if you can dotheir shipping, the manager/owner asks you “How much will I save if I ship with you?”

This is a hidden objection as they are trying to get you to sell solely on price.


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Your best response is: I don’t know what you pay now. We might be higher on some packagesand lower on others, but if you are like most business people I know there is one thing you don’thave enough of, and that is time. If you let us handle your shipping, I guarantee I can give youmore time to spend on the things that are truly central to your business, as well as eliminate thehidden costs of trying to do the shipping yourself.

OBJECTION: You are about to get a job or quote on a job, and the potential customerasks you if you are sure you can handle packing something this fragile, valuable, big, etc.

Your best response is: Pak Mail has shipped hundreds of items just like this one. We are bettersuited to do this job than anyone you could have called. We will treat your shipment as if it wereour own. We will do everything necessary to ensure it arrives safely and on time.


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Other Operational Scripts

Background

Other operational Scripts include those used on an ad hoc basis during the day at times other than

at POS.

Scripts for Answering the Phone

The PMPW Model

Although Not ALL incoming telephone calls are from customers most are. Incoming phone calls

will be answered as if it is certain that the caller will be an abundant source of wonderful new

business if the caller only knew what it is that Pak Mail does.

Background

Many times phone calls are considered an interruption when, in fact, every time someone calls

the store it is a potential customer. In addition to letting the caller know that they have reached

Pak Mail, it is a wonderful opportunity to quickly let the caller know something interesting about

what Pak Mail does. This is called the “Pak Mail TOMA Fact”. The structure of the script is

always the same, only the Pak Mail TOMA Fact changes:

“Thanks for calling Pak Mail, (Insert TOMA monthly phone answering message here),

Jeri speaking. How can I help you?”

The Pak Mail TOMA Fact is what you want Customers to know about Pak Mail that month and

dovetails with the monthly TOMA In-Store Marketing Guide (See MK I-F for complete

information and guidelines). For example:

“We Build Custom Boxes and Crates”

“We Ship Artwork”

“We Ship Furniture”

“We Sell Packaging and Moving Supplies”

“We Ship Antiques”

“We Ship Students Back to School”

The important thing is that the Store Operator identifies him/herself and inserts the Pak Mail

TOMA Fact for EVERY call. You can find the complete list of Pak Mail TOMA Facts at the

end of this Module.


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Answering Machine Scripts

The PMPW Model

Incoming telephone calls during store hours will be handled on a priority basis with the

understanding that a Customer engaged in a POS Conversation with the Store Operator has

precedence.

Background

All phone calls are answered within three rings. If the Store Operator is with a Customer and

there is no one else available s/he will ASK PERMISSION OF THE CUSTOMER.

1. If permission is granted answer the phone, take a message, and return the phone call

ASAP.

2. If permission is denied, let the phone ring to the answering machine. Take the message

ASAP.

Note: The answering machine is only rarely used during store hours. The answering machine

script is designed primarily for AFTER HOURS use. You will find The TOMA Telephone

Answering Machine Scripts at the end of this module.

Off-Site Script

Background

There will always be times when the General Manager, Owner or Sr. Store Operator is working

but at a different location. S/he may be doing a sales call, picking up furniture, etc. Customers

ALWAYS want to know that the employee off-site is working; certainly NOT “on a break” or

“away from his desk” or “doing something off-site”, etc. This is a great opportunity for a

10 second commercial such as:

Store Operator says, “Thank you for calling Pak Mail. (Pak Mail Fact). This is Mike. How can

I help you?”

Caller: “I’m looking for Mary Jones, the owner.”

Store Operator replies, “I’m sorry. Mary is working off-site doing a (pick-up, shipping quote,

building a crate, meeting with potential business customers, etc.) Can I help you or can I take a

note for Mary?”


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Air Confirmation Script

Background

It has been shown that it takes an average of seven contacts with a Customer to make that

Customer a regular Customer. Air Shipments, in combination with 1st Timer cards, are a great

way of establishing these contacts. It is also a process that will distinguish and differentiate a

Pak Mail Center from any competition.

Script

“This is (Name) from Pak Mail. I am calling to confirm the delivery of your (type of shipment)

package/letter to (City or Country). It was delivered on time on (date) at (time) and signed for

by (name).”

“If you have any questions, please don’t hesitate to give us a call at 999-999-9999. Thank you

for shipping with Pak Mail. We look forward to seeing you next time.”

Script EXAMPLE

“This is Mike from Pak Mail. I am calling to confirm the delivery of your overnight letter to San

Diego. It was delivered on Thursday, August 6th at 10 AM and signed for by B. Smith.”

“If you have any questions at all, please don’t hesitate to give us a call at 999-999-9999. Thank

you for shipping with Pak Mail. We look forward to seeing you next time.”

Note: You will find a copy of this script at the end of this Module.


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The Sales Prevention Collection

Background

Words are a powerful tool. Many times the problem lies not with what is said so much as how it

is said. The Sales Prevention Collection is a collection of things commonly heard at POS that

should be avoided.

1. “What we usually do is . . . .”

This is usually used with custom packs. We don’t “USUALLY” do anything. The correct explanation is, “We ALWAYS do it (explanation here) – because that is the

right way to do it!”

2. “How fast do you want to get it there?”

This is guaranteed to result in the customer saying, “the slow boat”. People associate fastwith costly.

The correct question is “When would you like it to ARRIVE?” You will always find outwhat the customer really wants that way. This is especially important on Friday forovernights – is that Saturday or Monday?

3. “How would you like to send this?”

Why are you asking your customer? I thought you were the expert. That’s like havingyour doctor ask you, “So what medicine should I prescribe for you?”

Better to use the POS Shipping Script. Ask the right questions, be a professional, andpick the best option for the customer!

4. “How much insurance (declared value coverage) do you want?” “Do you want any

insurance?”

“How much” is interpreted as “Geez, is this going to cost more money?” In addition,nobody WANTS to buy insurance. You are almost guaranteeing a “no”.

The correct question is, “What is the value of the contents?”

5. “You can send it through FedEx Ground for $15.00 or you can send it through UPS

Ground for $18.00, or you send it 3-Day for $23.49, and there is always 2-Day for $25.99 and

how about overnight for $47.69.”

The customer wants you to be the expert, not them. Better to say, “When would you like that to arrive?”


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6. “Is that a drop off?”

Please don’t assume that your customer has their own FedEx or UPS account number.This is really the same as asking “Do you have your own account number?”

Better to say, “How may I help you?” Best to just start the POS Shipping Script and let them tell YOU.

7. “That will go out tonight.”

Customers assume it will go out tonight. Better to say when it will arrive.

8. With USPS products, “It’s going Priority; it should be there in 2 or 3 Days.”

Says who? Every mail order house indicates that USPS will take 5 or 6 days regardlessof where they are sending the item from.

Better to say, “Well there is really no way to track it or even to confirm delivery but itmost likely will be there within a week or so.

9. With FedEx and UPS, “That should be there in a couple of days.”

“Should” my foot! Day-definite delivery is one of the advantages of using FedEx andUPS.

Better to say, “That WILL arrive on (appropriate day). If you have any questions pleasegive us a call and we will be glad to track it for you.”

10. After entering and finding the customer’s phone number you inquire, “Are you David?”

If it is David, then he is saying to himself, “I come in here all the time and they don’teven recognize me.”

More than likely you have the right person. First say, “Hi, David!” and then ask, “Whatcity and state are you shipping to?” and continue with the transaction.

11. It is a mistake to give a price at the Service Selection screen.

The large majority of the time the customer came in to ship that package and will ship itwith you if you only give them a chance. If you have done your job of selecting the rightservice, why wouldn’t they ship the item?

Having asked, “When would you like it to arrive?”, all you have to do is pick the mosteconomical service.


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ALWAYS wait until the customer has checked the accuracy of the label and youhave put the label on the box. You should give them the price after the Customerhands the confirmation receipt back to you; not before.

EXCEPTION: Customer brings in a large box (e.g. 24 cube that weighs verylittle and indicates that s/he wants to have it arrive as fast as possible. You knowthis item is going to dim weight. This is one time that you say “Let me give yousome options so we can find the best one for you.”

12. We say, “We are going to “use” UPS (or DHL, or ABF etc).”

When we are “using” UPS we ARE UPS! If we are asked “how is that going?” Say simply “UPS” or “LTL” or “ABF”.

13. You tell your customer that they can track their packages by going to ups.com.

It is best to tell your customer, “If you need tracking, give us a call. We’ll behappy to track your package for you.”

If the customer is inclined to want to track their package on their own, direct themto our website. You should have both your store phone number and website (orwww.pakmail.com) on your customer receipt.

Circle your store phone number and the tracking number on the customer receipt,to make it easy for them to find it.

Customers come to Pak Mail to handle their entire shipping transaction. That ispart of the experience!

14. When the customer comes in with an inadequately packaged item, and we say, “You haveto pack it right to be covered” or we go into the “If we dropped it from 6 feet” story.

The customer doesn’t HAVE to do anything. Criticizing their packing job easilyleads to a confrontational situation.

When you have determined the contents and value of the package, you may say,“(Insert carrier) guidelines state that for an item like this to be covered under theirdeclared value coverage it must be packed to (insert appropriate standard). There arethree options that I can recommend to you. First, you could decide not to cover theitem for any value. Second, you could pack it according to (carrier) guidelines so thecoverage would be effective. Third, you could have us repack the item and we wouldcover it for loss or damage under our own declared value program. Of course, if wepack the item, there is never any question that it is covered for value.”

15. We say, ”USPS is less expensive than . . . .”

USPS is CHEAPER and for a reason. You lose tracking, you lose the ability toprovide declared value coverage, and you lose day-definite delivery. And thismakes it CHEAPER.

Our preferred carriers are ALWAYS “MORE COST EFFECTIVE”.

http://www.ups.com/

http://www.pakmail.com/


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16. We are on the phone and we say, “Hold on a second”, without putting the customer onhold.

The person on the other end of the phone may hear something you don’t want tobe heard!

Always say, “May I put you on hold?” and wait for an answer. And then alwaysactually put them on hold.

17. We say, “I will be with you shortly.”

What does “shortly” mean – 1 minute, 5 minutes, 30 minutes? It’s better to say, “Thank you for your patience. I will be with you as soon as

possible.” The important element here is to thank them and acknowledge theirpatience.

18. We are called to come to POS and we ask the customers, “Who’s next?”

The customers are not in charge of service in your store. You are! The correct way is that the POS employee who called you will direct you as to

which customer to assist.

19. When a customer brings in dunnage, we say, “Thanks, we can re-use them.”

Better to say, “Thanks for not throwing them out. They can really make a mess.We will be HAPPY to recycle them for you.”

20. We use limiters, such as “Just” & “Only”, when applied to people.

Example:i. “It’s only you.” Or “It’s only me.”

ii. “It will just take a minute to pack.” Please don’t diminish yourself or what you do. Remove these words from your

vocabulary, when they apply to people.

21. Using negatives, such as “No” or “You can’t . . .” or “You have to . . .” People don’twant to be told that they “must do” anything or that something “can’t” be done. They wantto know what they can do. For example:

“You HAVE to pack it right if you want the declared value to be effective. Better to say, “You will want to be sure it is packed right, so the declared value

coverage is effective.”


2105/01/2010

22. Saying, “NO, we don’t do that.” Again, people do not want to be told “NO”. Tell yourcustomers what you can do, and not what you can’t do. For example:

“We don’t do money orders.” Better to say, “Many times it is faster and more cost effective to overnight a check

than to send a money order. However, if you need a money order you can go to______ to get it.”

23. Saying, “If you call UPS (FedEx) directly etc.” We ARE UPS and FedEx to most of ourcustomers. Why would we tell them to call somewhere else? For example:

“If you call FedEx directly you can get weigh bills.” Better to say, “If you call this number you can order your supplies.”

24. We hear an objection for the customer, such as, “How much would it be if I take it to the(Post Office, UPS, FedEx)” or “Would it be less. . .etc?”

This is an attempt to get you to discuss price. Do not respond on that basis. The best answer is, “That’s a very good question and one I don’t know the answer

to. I DO know that many of our very best and most regular customers are oneswho used to drive down to the Post Office (or all the way to UPS, or wait aroundall day for a FedEx pick up, etc.) They found that any difference in cost was wellworth the savings in time and hassle. In fact one of my favorite things is when acustomer comments that they haven’t been to the Post Office since they startedcoming here.”

25. A customer asks, “How much is insurance?”

The customer is really asking for coverage for value, using a word that’s familiarto them. There is no need to go into the differences among carrier declared value,alternate declared value and insurance. The customer’s only concern is that theiritem is covered.

The correct answer is, “Our coverage for value provides protection against loss ordamage while the item is in transit. For this item, it would be $x.xx.

26. We ask questions that can be answered by “YES” or “NO”. For example:

“Do you want any declared value coverage?” will almost always draw a “NO”response.

Better to say, “What is the value of the contents?”


2205/01/2010

Addenda

General Shipping Script

1-2 lb Shipping Script

Incoming Telephone Call Pak Mail TOMA Fact Script

Answering Machine Scripts

Off-Site Script



2305/01/2010

The General Small Package Shipping Script

1. “May I start with your phone number please?”

2. “What city & state are you shipping to today?”

3. “When would you like that to arrive?” (If the customer does not tell you what they are



4. “What is the value of the contents?”

5. Close

a. “Please review the label to check that we have entered the correct address.”

b. “Please complete the contents and value section, initial here that you brought it in

and sign at the bottom.”

c. Ask, “How are you doing on stamps today?”

d. “That will be $xx.xx please. Thank you!”


2405/01/2010

1 – 2 lb Variation Small Package Shipping Script

“Your package weighs just over 1 lb. So, let me give you some options.

1. We can send it through UPS (FedEx, DHL) for $10.06. Now with UPS (FedEx, DHL)

you automatically get:

a. Tracking on every package, so we know where your package is all the time.

b. Day-definite delivery which means that, unless there is a major snowstorm, your

package will arrive on Thursday.

c. AND you get up to $100 of declared value coverage included.

2. Now, you can save yourself $1.71 if you send it through the Post Office, but:

a. You LOSE tracking.

b. You LOSE day-definite delivery.

c. And there is no declared value coverage.

What would YOU like to do?”


2505/01/2010

Incoming Telephone Call Script

“Thanks for calling Pak Mail. “Pak Mail TOMA FACT.” Mike speaking. How can I help

you?”

Pak Mail TOMA Facts:

“We Build Custom Boxes and Crates” (January)

“We Ship Artwork” (February)

“We Ship Furniture” (March)

“We Sell Packaging and Moving Supplies” (April)

“We Ship Your Vacation” (May)

“We Ship Antiques” (June)

“We Ship Students Back to School” (July)

“We Ship for eBay” (August)

“We Ship Freight” (September)

“We Ship Internationally” (October)

“We Ship Gifts Worldwide” (November and December)


2605/01/2010

Answering Machine Script

“Thank you for calling Pak Mail the area’s Premier packing and shipping business.”

(Insert Marketing Message)

“We are conveniently located at XX Main Street. Our hours are 8 AM until 6 PM. Our fax

number is XXX-XXX-XXXX. If you’re calling during business hours, we’re assisting

customers in the store. Please leave a message at the tone and we will return your call as soon as

we return. Thanks for calling. We look forward to seeing you in the store.”

TOMA Marketing Messages Examples: (See the Monthly TOMA In-Store Marketing Guide

for the complete list.)

“Packing those valuable items doesn’t have to be a hassle. Whether it is across the border

or around the globe, we’ll pack and ship anything, anywhere. Furniture, antiques,

machinery and equipment – we’ll get it there safely and on time. Pak Mail specializes in

packing, crating and shipping services designed to assist people making the most simple

to the most complicated moves.” (January)

“At Pak Mail, we ship anything, anywhere. From awkward to fragile items, and priceless

heirlooms to valuable artwork, getting belongings safely to their new destination is a top

priority for the professionals at Pak Mail. Whether it’s a simple move or major relocation,

we can handle it.” (February)

“Moving doesn’t have to be a hassle. Whether it is across the border or around the globe,

we’ll pack and ship anything, anywhere. Furniture, automobiles, antiques, machinery and

equipment – we’ll get it there safely and on time. Pak Mail specializes in packing, crating

and shipping services designed to assist people making the most simple to the most

complicated moves.” (March)


2705/01/2010

Off-Site Script

Store Operator

“Thank you for calling Pak Mail. (Pak Mail Fact). This is Mike. How can I help you?”

Caller

“I’m looking for Mary Jones, the owner.”

Store Operator

“I’m sorry. Mary is working off-site doing a (pick-up, shipping quote, building a crate, meeting

with potential business customers, etc.) Can I help you or can I take a note for Mary?”


2805/01/2010


“This is (Name) from Pak Mail. I am calling to confirm the delivery of your (type of shipment)

package/letter to (City or Country). It was delivered on time on (date) at (time) and signed for

by (name).”

“If you have any questions at all, please don’t hesitate to give us a call at (999-999-9999). Thank


Example

“This is Mike from Pak Mail. I am calling to confirm the delivery of your overnight letter to San

Diego. It was delivered on Thursday, August 6th at 10 AM and signed for by Smith.”

“If you have any questions at all, please don’t hesitate to give us a call at 999-999-9999. Thank


Documents

GM 03D PMPW Experience Module III Scripts - Ningapi.ning.com/.../GM_03D_PMPW_Experience_Module_III_Scripts.pdfGMIIID - The PMPW Experience - Module III: Scripts 4 05/01/2010 The kind