At the core of our customer acquisition environment is providing a quality customer service experience and gaining the consumer's confidence. The interaction generally begins with answering consumer questions regarding product information, product choices, cost, and availability. The middle and latter end of the call is dedicated toward an eventual sale (including up-sells and/or cross-sells) after the consumer's questions have been answered and they have been put at ease.
We concentrate heavily on managing call technique, aimed at building the consumer confidence necessary to generate sales. Communication of sales results is achieved through posting daily and weekly reports, where agents are able to see how they are performing individually and relative to their team. During morning meetings, team leaders and/or supervisors provide verbal feedback and present action steps to increase productivity for the program through sales techniques. Throughout the day, individual monitoring sessions occur and feedback is given, during which agents are able to listen to themselves and/or their peers.
American Customer Care believes that what differentiates our sales efforts from other sales organizations is our training. Our sales training focuses on developing expertise on the product/service and the sales process. In an integrated fashion, American Customer Care trains its agents to become product experts by understanding the sales process. We limit the initial scope of the effort to a manageable level, and then rehearse the process repeatedly.
A completely scripted presentation, including rebuttals and closing efforts, will be provided for the agents. Initially, they will be expected to follow the process as scripted whenever possible in a nesting environment. As their skills increase (as measured by their sales performance), successful agents are allowed to consider the script as a guide.
Breaking this down, American Customer Care seeks to establish clearly defined project goals and a limited number of different offers. This approach is based on the premise that confusion creates indecision. Clearly identified sales offers and specific products which our prospects are familiar with allows our agents to become absolute experts and to present the product with a great deal of clarity to your prospects. This clarity adds professionalism to the sales interaction and builds the consumer's confidence in our agents. These characteristics are distinguishable by prospects and lead to a comfort level on their part that increases their willingness to make a buying decision.
The next step is to train our agents on how to execute the sales call using these basic steps:
- Introduce self and articulate the purpose of the call with etiquette
- Express the opportunity that is available to the prospect
- Ask for the order
- Ask for the order, if necessary, listen to objection and use appropriate rebuttal
- Ask for the order, if necessary, adjust offer or otherwise continue dialogue
- Ask for the order, if necessary, continue building rapport and solidify a call back time and date
- Close sale and continue with the sales confirmation process
The primary educational tool for this part of training is role-playing. This is a highly supervised activity that, when finished, will allow our agents to sound conversational and relaxed during their first live calls. Once a basic level of competence is established, we will have our agents execute a small number of real calls each, and will digitally record these calls for review purposes. After we review a sample of live calls, we will continue with the role-play exercise, emphasizing skill improvement in any weakness areas recognized on the initial calls. Once all weaknesses have been addressed, production calling will commence.
back to top