Arnie Francisco

Performance Coaching Guide: 1. Download recordings and listen to a sample of: a. SURVEY b. SIGNED UP c. APPT d. GK e. NO f. XRPC 2. Provide your feedback to the agents in these areas: a. Tone Does he/she sound pleasant? If you’re the Prospect, would you want to listen to this Agent? Monotone? Does he/she sound like he is reading a script? Is he/she conversational? Is he/she responding correctly to the Prospect? Does the caller sound like he knows what he’s saying? b. Greetings Is the caller saying Hi’s and how are you’s? Is the caller introducing the company as C3 Tech Targeting and not C3 Technology? Does the caller seems to sound ready when a Prospect picks up the phone or he tends to always feel surprised and then stutter? Too much Ma'am/Sir - Excessive subordination like that makes you appear weak, uncertain on your call rather than being polite. c. Value Proposition: Is the Caller trying to read the script verbatim or free styling his opening statement? Could you give advice on what would be best option for him? Dead Air – have you notice this from the recordings you’ve listened to? - This is a potential problem if the caller suddenly stops on the call, it implies little knowledge to his purpose, and it gives Prospects an opportunity to object and may leave the call or would say he’s busy? Does the Caller think there is an issue with the content on the script? d. Match Survey: Asking the area of responsibility question seems to always be a challenge among our callers. Do Mock Calls and pretend to ask you this question. Same goes with authority question. Ask the Caller how he usually delivers this question. Does your agent know to always go to his Priority Survey? Do you think there is a problem with the Caller limiting the options to choose from, therefore not being able to uncover the correct area of responsibility? Is he making an initiative to even ask the area of responsibility as open ended question? Or just follow what we wrote in CBR2 for example. e. Survey: Having a long list of survey questions, how does your agent ask these questions and how is he giving out these options? Is he limiting the choices? How is his tone of voice? Is there changes in Intonation? Does he sound boring, if you were the Prospect, would you want to hang up? Is he rushing the call? Is he offering the None option, just so he can move on to the next question and get an easy answer? How do you feel about the quality of the answers, do you see areas where the caller can improve when asking survey questions? f. Appointment Closing: Find out the struggle when trying to convert their survey to appt. Is the agent not reading the script, is he better free styling it based on what he knows? Do you think he should stick with the closing script, or would you suggest a better spiel? Do you think there is a struggle in asking for the follow up discussion schedule? Can you check if your Caller is saying callback instead of having a brief discussion with an expert? g. Dials per Hour. Is the problem in low performance due to low dials? Quickly check the dashboard. New callers should be averaging 40 dials per hour. Tenured callers should be atleast 50 dials per hour. h. Absenteeism and Tardiness Is the low performance due to attendance issue? Excessive under time, always sick, always having internet problem, family problem? Find out the reason for losing motivation to report to work or be under time? Check if his name is on the list of those who received Attendance Warning? What’s his action plan? i. Updated Survey & APPT Closing Scripts: (updated script from Sandi) For Survey Team: And, finally, just want to point out that you will get a small number of survey-related emails from our company and, potentially, the survey sponsor regarding your responses or this topic. We may also contact you by phone or LinkedIn confirm survey-related details if needed. (If they say NO, NOT SURE, MAYBE to a firm date and time say Okay No problem I will connect you with a solutions expert and have them reach out to you directly is that okay?) Appointment Closing Script: Thank you so much for your input! In light of your answers, a brief discovery call with a solution expert on this topic could be extremely useful in these unique times. When is the best date and time in the next couple of weeks for you to talk? – (Suggest Dates) Great I will schedule a conversation for you on ( insert date and time) (If they say NO, NOT SURE, MAYBE to a firm date and time say Okay No problem I will connect you with a solutions expert and have them reach out to you directly is that okay?) Objections & Answers Bypassing the gatekeeper – keep smart, be fast and direct to the point because GK’s are really busy. They get hundreds of calls a day and they can’t stay on the phone too long. Not too sweet but be smart and professional. Overcoming Objections – Don’t think negative once they say they are not interested. You should at least give a rebuttal before they hang up on the line because some Contacts change their mind once they hear well on what you are saying. Rebuttals – since this is not a sales call, there is no need to be pushy on our call, just be smooth and easy. - Is it a sales call? No, it’s more of an introductory call with a solution expert or experts that have competencies in this area. Of course, if you want to discuss your active projects or get quotes, they can help with that as well. - We already have a relationship with a partner: Some decision-makers find it helpful to speak with other solution experts to explore new capabilities and complement existing relationships. It doesn’t hurt to explore additional experts and capabilities. - I’m not the best person for this topic: I understand, would you know of anyone that would benefit from the topics mentioned? (Make note of answer, then close call) Rooster/Dogs barking in the background - if it gets noticed, you can say I am very fortunate to work from home and I live out in a farm and have my windows open, then apologize and go back to the topic. Then after the call, find a way to fix the problem. Contact said “I am not interested!” (Magic word) REBUTTAL: “I know that you might not be interested at this point of time but time changes and you’ll never know, so we just wanted see if I can get some time to do a quick survey and we will email you results after the study. “Once we finished conducting the survey and send you the result of the study, This information can wait for you to take a look at and you might be surprised to see how beneficial and helpful it is for your company. “ “You may not need it now but who knows? This info can be useful in the future and you might change your mind when you see it.” “We are not selling here anything, we would just like to conduct a quick study and get your insights. “I understand your hesitation but I certainly hope you give it a least a try.” “I understand it might not interest you as of this time but looking at 6 months’ timeframe or in the near future.” GK said “You just called in and you guys keep on calling us! “ REBUTTAL: Sorry for that, there just some important business matter that we need to talk with __ , and I assure you once I get to him/her.. Calls will be stop. Assigned Reps: