Art Department

The Art Liaison’s primary duty is to prepare the ad for display online and on the TV’s. The expectation is to have the ad ready for display within seven days of the ad creation. You will work with the customer by phone and/or email to assist with any revisions they may require. Barring any obvious errors, it is important to understand that you will revise the ad to the customer’s expectation, not your own. As you work with revising the ad, and particularly when the ad is approved, you will want to completely update all systems including the web listing, VNN Core, and VanillaSoft. This will ensure that the customer receives accurate products and services.

Prior to calling, ensure that you’ve sent the appropriate email that corresponds to the reason you are calling. Review the account to check for an outstanding balance and/or any payment terms. It is a requirement to ask for payment on all calls where the customer is approving their ad over the phone.

 

First Contact

Hello. My name is (Your Name) and I’m calling from the Veterans Network Art Department regarding your Victory Display Ad (or Video Montage).

Have you had a chance to review the ad proof that was emailed to you?

If Who are you?

  • I’m with the Veterans Network. We connect veteran friendly businesses, like yours, with customers in your area. Recently you spoke with (Sales Agent Name) regarding advertising with our Victory Display Ad (or Video Montage). This is the reason for my call today.
  • Have you had a chance to review the ad proof that was emailed to you?

If Yes or No:

  • Your ad looks great! To provide the best possible service we would like to put it up on display.
  • Can we approve that for you today?
  • (Optional Statement) Please keep in mind that if any of your business information changes, we’d be happy to update your ad to accommodate those changes.

If they accept, please ask for Payment and follow Approving Ad procedures.

If they do not accept, please follow Revising Ad procedures.

If they want to cancel/cannot afford, connect them to Collections.

If Voicemail:

  • Hello, my name is (Your name) and I am calling from the Veterans Network Art Department. This call is regarding your Victory Display Ad (or Video Montage). Your ad proof has been emailed to you for your review. You can submit your approval online by following the link within your email. If you have any questions, please return my call. Again, my name is (Your Name) and I can be reached at (Customer Service # + Your Extension). Thank you for supporting the project. I look forward to hearing from you soon!

Second/Additional Contacts

Hello. My name is (Your Name) and I’m calling from the Veterans Network Art Department regarding your Victory Display Ad (or Video Montage)?

I’m following up with you regarding the revisions that were completed to your ad. Have you had a chance to review the ad proof that was emailed to you?

If Yes or No:

  • Your ad looks great! To provide the best possible service I would like to put it up on display.
  • Can we approve that for you today?
  • (Optional Statement) Please keep in mind that if any of your business information changes, we’d be happy to update your ad to accommodate those changes.

If they accept, please ask for Payment and follow Approving Ad procedures.

If they do not accept please follow Revising Ad procedures.

If they want to cancel/cannot afford, connect them to Collections.

If Voicemail: follow voicemail script indicated in First Contact.

 

Revising Ad

Revision requests can be received primarily in three ways:

1) Directly from customer by email.

  • Note: Regarding the account, save all received emails to Access – Very Important!

2) Customer Comment from ad proof site.

  • Note: Regarding the account, save all received comments to Access – Very Important!

3) Phone call or voicemail from the customer.

Complete the remaining steps:

1) Select the appropriate ad record and start a “Modify Still Ad” request.

2) Attach the ad proof .pdf that needs to be revised.

3) State clearly and concisely the revisions the customer has requested, and click send.

  • Note: If the revision includes changes to the phone number, address, company name, email, website, logos, discount, veteran owned logo, etc. please update the VNN web listing to match these changes. Don’t email the changes to the client. Update all systems including the VNN web listing, VanillaSoft, and VNN Core (Access), including the Listings section within Core.

4) Result Callback with appropriate comments, result code, and follow-up reason. Set callback out two days.

 

Approving Ad

When approving an ad in Core, change Approval Status to:

  1. “Approved” when approved by customer or
  2. “Approved by Default” when approved by you.

Complete the remaining steps:

  1. Check to see if a video ad record exists. If necessary, submit a “Create Video Ad” request, attach the recently approved .jpg, and include any appropriate notes in the message body. Click send.
  2. Check to see if banner products exist. If necessary, change the banner status to “Still Ad Approved”.
  3. In VNNCore, if the account has an open balance, result callback to Collections with the appropriate result comment “ABD” etc. Use “Ad Recently Approved” or “Ad Approved By Default” for the Follow up Reason. Click Result Call & Save.
  4. Upload ad to customer’s web listing. Ensure that the new ad is the customer’s primary listing image.
  5. Review the entire listing for accuracy. This includes spelling, punctuation, listing title, address, zip code, website, email, badges, categories, keywords, etc. When appropriate add any information to the Summary Description, Features, Description, Hours, and/or Extra Location fields.
  6. Retrieve the VS record and send an email using the Art Department template “6. Final Web Listing.”

If you are approving an ad by default, please communicate the following script either through the final web listing email, or on the customer’s voicemail.

We have made several, unsuccessful attempts to reach you regarding your ad proof. To provide service in a timely manner, we have submitted your ad for display on your web listing.

For your convenience, we will continue to accommodate any requests for revisions as we are committed to creating an ad that meets your expectations. 

Payment

Sample scripting when asking for payment:

1)      Wonderful! I will approve your ad for display right away. (Customer Name) for your convenience, we can also take care of your invoice today. Will that work for you?

 2)      If customer has payment arrangements and is past due: Great! I will approve your ad for display right away. (Customer Name) Our notes indicate that you have payment arrangements setup on your account. For your convenience, we can take care of your invoice today. Will that work for you?

 3)      (Optional) If customer has payment arrangements and is current: Great, I will approve your ad for display right away. (Customer Name) our notes indicate that you have payment arrangements setup on your account. It looks like your next payment is due MM/DD. Would you like me to have a representative contact you on that day?

 

Rebuttals for no:

1)      Our records show a balance of (Account Balance). Would you like to speak with a representative to setup payment arrangements?

 2)      Can I schedule a time for a representative to call you to take care of your invoice?

3)      A representative will be contacting you within the next few business days to take care of your invoice.

 

Incentive for receiving payment today (optional):

1)      Double ad time from 15 to 30 seconds, 30 to 60 seconds, etc. (a $200 value).

2)      Top right Corner Banner (a $200 value).

3)      Extend Duration by 3 months.

Call Transfer

1) Prior to transferring the call, please read the following script:

Before I connect you with the Finance Department, I want to make sure that I’ve addressed all your concerns today. Do you have any additional questions? (Address each concern and when finished, proceed with the script) (Customer NameI am going to place you on hold for just a moment while I connect you with a Finance Manager.

 

 2) When ready, press the soft key “Conf” + 7 + Dial. This will place the customer on hold, and connect you with an available Finance Manager to accept the payment.

3) Give the Finance Manager the customer’s personal name, phone number, payment type, and amount.

4) Press the soft key “Conf” and introduce the call.

(Customer NameI appreciate your patience while waiting. I have (Finance Manager Nameon the call with us. I’ve provided him/her with your information and he/she is going to assist you further. Go ahead (Finance Manager Name).

 

5) Press the soft key “End Call” to end the call.