Sales Agent(SA): Hold just a second, while I connect us to the Finance Department.
Finance Department(FD): Hello, this is XXXX, how can I help you?
SA: Hi (FD), this is [Your Name], I have [Customers Name] on the phone, he is a [ARMY/NAVY Etc..] Veteran. Their # is _____ .
($1 SALE) They are joining the Project today with a $1 down, with a ____ month subscription. The setup fee of $199 wont be processed for 30 days. After 30 days the $____ a month subscription payment will start.
IMPORTANT: MUST be a $1 C/C payment TODAY with Auto Payments! (No $5 bonus on $1 sales for SA or FD)
(OLD SCHOOL) They are joining the Project today with a ___month trial subscription for $XXX per month. They are making a payment today /OR/ They will be making a Payment In Full today.For $5-dollar bonus, SA must state Either: “They are making a payment today /OR / They are making a payment in FULL today.” Anything else said about how much or how they are paying defaults bonus. CLIENT MUST GIVE US A C/C OR CHECK BY PHONE TODAY.
SA: Only speak if: Client/Finance person asks you to join in or the sale appears to be going sidways.
FD: Hey [Customers Name] how are you doing today? We are so excited your joing the project today!
Will you be using Visa or Master Card?
If paying today with Credit Card or Check by phone, FD says: Awesome, do you have any questions for [SA] before we finish the sponsorship? Thanks [SA] you can disconnect, I’ll take care of [clients name] on a secured line.
(SA): Thanks again for supporting the Project, it’s been a pleasure working with you, etc….HANG UP.Do not go onto another call. Stay at your desk.
D: [OK [Customers Name] now that we are on a secure line, what is the card #…..etc…..
If Mailing a check, no payment or no credit card on file, FD say: Great! And how will that first payment be made? What email address should I send the invoice to? IF ITS $1 PAYMENT AND THERE IS NO PAYMENT – TELL PHIL!!!!
Pitch Free Items for Making a Payment: We’ve got a great special offer! By making your first payment today I can add a City Wide Bottom Banner on hthproject.com to your sponsorship at NO COST. If the customer agrees, go to #1 above.
Pitch Free Item for getting a credit card on file: I understand there wont be a payment today, however by just setting up a payment method today, I can EITHER Double your Ad Time on the Hero TV OR give you a Preferred Listing Upgrade on hthproject.com. Try to mention, in order to better help the Veteran Project, the automatic payment keeps our costs down, and we have found business people like yourself are so busy they can be really hard to get ahold of. If the customer agrees, go to #1 above.
FD: Do you have a minute to make sure that we have the correct information for your Ad? If YES, ask question’s below. If NO, thank them and complete Verification call.
- What is the phone number you want on your ad? If the customer provides you with a different phone number for the ad, make sure the agent puts this into the AGENT NOTES, THESE PRINT section of VS.
- What e-mail address do you want on your Ad? If the customer provides you with a different email address for the ad, make sure the agent puts this into the AGENT NOTES, THESE PRINT section of VS.
- What website address do you want on your ad? If the customer provides you with a different website for the ad, make sure the agent puts this into the AGENT NOTES, THESE PRINT section of VS.
- What physical address do you want on your ad? If the customer provides you with a different address for the ad, make sure the agent puts this into the AGENT NOTES, THESE PRINT section of VS.
Thanks again for supporting the Project we will will send you out the sale agreement right away!
Important Information & Tips: You CANNOT EVER tell the (SA) or Customer a payment amount, start date, number of payments etc…is not allowed, your response is always: Sounds Great!Don’t worry, we will deal with the agents mistake later!! IMPORTANT – you must tell the team leader IMMEDIATELY that there may be a problem with the sale
It is important the client understand you are going to FINISH the SPONSORSHIP – Make sure you say it.
Monthly Subscription Payment:
Before finishing a monthly payment say: (customers name) we will be setting up a payment starting today for ($000.00) of XX months. Im ready for that card number when your ready
If they agree to setting up a credit card:Setup customer with Automatic Payments. Let them know todays payment was successful and they’ll be receiving an email receipt shortly.
If still no, say: No problem at all, one of our Customer Service Reps will give you a call: for your next payment, every 30 days, after you see your proof, after you see your ad at the club etc…. (never say CSR)
Invoice Me! If the customer is not making a payment at the time of the phone call (will not give CC or Check by Phone) you MUST then say: “Not a problem! Just to verify you are joining the Project for ($$$)? If customer says yes, finish up call. If customer says NO or I’m not committing to anything – then get the client back to the agent.
These are some FAQ’s clients ask:
- When will I see a proof? 1-3 days
- Am I guaranteed results? We do guarantee exposure; however, we cannot guarantee results.
- Cancellation Policy: You are allowed to cancel at any point during your trial period! An early termination fee equal to your regular monthly payment will be charged when cancelling prior to your trial period end date. If we have started work on your project, the setup fee will apply. Our terms and conditions can be found by clicking here
- If there is “uncertainty” during verification, say: There are certain expenses that we incur as a company that are not cancellable. Our job is to verify that you’ll be moving forward and joining our project today?
- If after agent disconnects and client backs out of the sale say: No, problem – (Agent) is standing by, I’ll reconnect him. After briefly explaining problem, stay on the line unless it appears that it’s going to be a long conversation. (note – do not ask permission to reconnect, just do it. When agents phone starts to ring conference with client – do not leave client on hold) IF sales fails, upload call to website, call Victor or Steve. Also tell agent to talk to Victor or Steve to hear the call.
- For $5-dollar bonus, agent must state Either, “They are making a payment today.” Or “They are making a payment in FULL today.” Anything else said about how much or how they are paying defaults bonus.
How to conference call back to (SA):
Hit Conf. Button on phone.
Enter agents ext. and then dial button
Hit Conf. button again, agent will be connected with you again. If agent is not there you can cancel call
IF SALE GOES SIDEWAYS – Get the (SA) back on the phone!!!!!!!!!!
NOTE: sometimes the FD will ask you to disconnect even when no payment is being made today. That is allowed in order for the FD to have a 1-1 talk with client.