Post on 16-Dec-2015
transcript
What we’ll cover today..• A brief refresher on your knowledge of the Pitch
Moneysavers Club• We will give you a simple guide on how to read
each part of the script• We will help you to identify which aspects of the
script and the club itself to focus on• We will give you understanding and insight into
why its so important that you read the RED parts of the script VERBATIM
• We will help you to help your customer understand the amazing trial they are being told about
• Understanding is the key to a successful sale
Pitch Moneysavers ClubKnowledge Tester
• How long is the trial period?• How many free gifts are there?• What are they?• What is the cost of the postage?• How much is the Annual Membership Fee?• What does the customer need to do if they
decide to become an annual member?• How many Annual Member Rewards are
there?
Its all about how we say it….• Its not what we say but how we say it that creates a
positive customer experience
• Treat each call like it’s the first of your day
• What is obvious to you is not always clear to the customer
• Its easy to misinterpret and misunderstand what your customer is saying and they in turn can easily misunderstand and misinterpret you
Are you listening…?
• Why do you need to listen to what the customer is saying?
• It will enable you to match your customers NEEDS, WANTS and DESIRES to the Savings, Offers and Annual Member Rewards available
• Matching will help you to get the sale
Verbatim
• What does this word mean?
• Word by word, exactly
• Why is this word so important in relation to this script?
• So that all legal requirements are accurately represented
Script: Opening statement• This is the first time that the customer will have
heard of the Pitch Moneysavers Club
• What you say here and the way you say it can have an impact on the entire sale
• Keep it light and up beat, so that the customer wants to listen and talk to you
Script: Part 1• What are you offering?
– A FREE 30 day TRIAL to the Pitch Moneysavers Club
• What are the free gifts for?
– Just for taking a look!
Matching Offers• What does this mean?
• That you are listening to your customer
• It helps to build a rapport with the customer
• Which will lead to a successful sale
Script/cont’d
• Customer says no, not interested – sell them the benefits
• Customer says no again – use your sales skills!
• Customer still says no..
• Let Them Go
• You have three opportunities to upsell the Pitch Moneysavers Club trial. If the customer isn’t interested after 3 attempts then Let Them Go – otherwise this could be deemed a pressurised sale
Script: Part 2
• What is the first thing you notice about this part of the script?
• It’s in RED
• Why is it important to read this part of the script VERBATIM?
Script: Part 2 cont’d
It’s the first time in the script that the following are mentioned:
- The customers data will be passed to a 3rd party
- Postage cost - Annual Membership Fee - Cancellation Process - Password
Escalation Process
1. Sale
Received
2.If customer
calls to complain
6.Rocket Claw
Back
3.Escalated to
Ansaback
4.Is it
Adherence or Non-
Adherence to script?
5.If Non adherence:
Customer gets Refunded
Script: Part 2 cont’d
When reading Part 2 of the script:
• Speak clearly
• Speak a little slower
• Ensure that the customer has understood what they are agreeing to
Knowledge Test• What are you offering?• How Many FREE gifts does the Customer get to
keep?• How many Annual Member Rewards are there?• What do you need to do if the script is in red?• What 5 things are mentioned for the first time
in part 2 of the script?• How many opportunities do you have to sell
the Pitch Moneysavers club to your customer?