Presentation of Group A

Self-Paced Training University of Phoenix

EDTC 560Carolyn Edmonds, Keith Gray, Lisa Moore, Brian

Walker and Gloria Washington

Self Paced Training Presentation

•Lightening Speed Telecommunications

Introduction • Current Trends in Telemarketing • How to Maximize Profits• Legal Implications• Customer RetentionFind out if audience members have relevant

backgrounds or interests

Agenda• Sales

− Training on Product Knowledge− Presentation to Customers− Understanding Customers Needs

• Customer Retention− Getting & Maintaining Customers− How to generate Referrals

Agenda Part II• Ethics

− Laws Govern Telemarketing Industry− Compliance with Ethical Guidelines

• Administration− Using the Database Program− Time Management – Daily− Information Telemarketers are Responsible for

Managing.

Subjects of trainingTopics in Today’s Lesson

ETHICS

SALES

Administration

Customer Retention

Digital Telephone Service• How the training class will be conducted.• Listen and Read the power point presentation.• Practice learning the material• Multiple Choice Quizzes• Written Exercises• Role Playinghttp://video.google.com/videosearch?q=Telephone+sales&hl=en&sitesearch=#

Digital Telephone Service• Service Features• Call Waiting• E 911• Call Forwarding• Unlimited Long Distance Calls

Digital Telephone Service• Prices• Telephone Service Only• Telephone and Internet Double Package• Telephone, Internet, and Television Triple Package

Digital Telephone Service• Asking customers probing questions to find out which

service will satisfy their needs• What kind of phone service are you looking for?• What services do you expect from your phone company?• How much do you want to pay every month for your

phone service?• http://video.google.com/videosearch?q=Telephone+sales&

hl=en&sitesearch=#q=Telephone%20sales&hl=en&sitesearch=&start=20

Topic Two-Customer Retention• What is customer retention?• Frequent Customer Follow Up• Phone Calls• Email• Mailings

Topic Two-Customer Retention• Get and maintain loyal customers• Marketing relationship

−Analysis each buyers habits, frequency of orders

−Promotions to best customers• How to generate referrals

−Satisfied customers referrals, appearance of website, links with other similar sites

Frequent Customer Follow UP• How the training will be conducted.• Read and Listen to the Power Point Presentation• Practice using the material • Written Exercises• Multiple Choice Quizzes• Role Playing

Frequent Customer Follow Up• Phone Calls• What the Customer Service Representative needs to ask

the customer about the service?• What the Customer Service Representative must say to

the customer.• What the CSR should not tell the customer.• Obtain feedback from the customerhttp://video.google.com/videosearch?q=Telephone+sales&hl=en&sitesearch=#

Frequent Customer Follow Up• Email Follow Up Protocol• What the CSR should say in the follow up email.• What templates need to be used in sending follow up

email?• What questions the CSR should ask the customer in the

email?• How often should follow up email should be sent to the

customer?

Frequent Customer Follow UP• Follow up mailings• What the CSR needs to send to the customer.• How often should mailings be sent to the customers• What promotions can be attached to follow up mailings?• What the CSR needs to say in his follow up mailings

Topic Three- Ethics• Ethics is a system of moral principles

− in sales these moral principles should be adhered to, no exceptions.

• Selling to customers without a need for it is unethical, sell only, what is a benefit to the customer.

• What is your integrity, focus on “How can I help you”.

Topic Three- Ethics• Do Not Call List• What is the do not call list?• How does this law affect the telemarketing industry?• How does the CSR know which customers do not want to

be called?• Why the CSR must be compliant with this law

Do Not Call List• How the training will be conducted• Read and Listen to the power point presentation• Practice using the material • Written Exercises• Multiple Choice Quizzes• Role Playinghttp://video.google.com/videoplay?docid=8613886194652962328&q=Do+Not+Call+&ei=8EVxSOmTMoTErwL0xai-Aw&hl=en

Do Not Call List• What is the do not call list?• National Do Not Call Registry• The National Do Not Call Registry is now available putting

consumers in charge of the telemarketing calls they receive at home. The Federal government created the national registry to make it easier and more efficient for the consumers to stop getting telemarketing calls they do not want. They can register online at WWW.DONOTCALL.GOV or call toll-free, 1-888-382-1222 (TTY 1-866-290-4236) from the number they wish to register. Registration is free. The Federal Trade Commission, the Federal Communications Commission, and the states are enforcing the National Do Not Call Registry. Placing their number on the registry will stop most, but not all, telemarketing

• National Do Not Call Registry • http://www.ftc.gov/donotcall

Do Not Call List• How does the CSR know which customers do not want to

be called?• The do not call potential customers will be highlighted in

red with the letters DNC written next to the phone numbers in the customers individual records in the company’s sales database. The CSR has 90 days to make the sale before the number will be masked by the system not allowing any more calls to be made to that number until the customer contacts the company again in the future wishing to be contacted.

Do Not Call List• Why the CSR must be compliant with this law• FTC Fines are now $11,000. per violation. The FCC

says it "will default to the more stringent of the two whether State or Federal DNC Laws". And some States (Like California) are issuing citations based on the National List, but under a new tougher set of State DNC Laws passed January 1, 2005.

• (http://www.donotcallprotection.com/do_not_call_chart.shtml)

Topic Four—Administration • What notes can the CSR put into the customer’s individual

database record?• No negative comments about the customer• Notes about the customers personal preference on what

they want to buy.• No personal identifiable information such as social security

numbers, credit card numbers, date of birth, etc.

CSR Notes in the database• How the training will be conducted• Read and Listen to the power point presentation• Practice using the material • Written Exercises• Multiple Choice Quizzes• Role Playing

CSR Notes in the Database• No negative comments about the customer• Cannot write comments about their character.• Cannot enter any opinions about the customer.• Cannot input any negative comments made by the

customer.• Cannot enter any profane terminology into the notes.

CSR Notes in the database• Notes about the customers personal preference on what

they want to buy.• What products or services the customers wants to use.• The customers preferences about what kinds of services

they like or dislike.• Past experiences with other telecommunications

companies.

CSR Notes in the database• No personal identifiable information such as social security

numbers, credit card numbers, date of birth, etc.• Cannot enter any Personal Identifiable information in the

notes as not all departments in the company are authorized to see the information.

• There are specific places in the database for personal information

Summary• Customer Service Representatives learned about the

Digital Telephone Service, Database Records, Do Not Call List, and Customer Retention procedures.

• They learned the material by reading and listening to the power point presentation.

• They practiced the materials by doing written exercises, taking multiple choice quizzes, and by participating in role playing exercises.

• This 15 minute self training power point presentation is not designed to be a substitution for the one long training seminars the CSRs need to attend three times a week.

References• Adams, C (unknown) Adams Six Sigma Customer

satisfaction and customer loyalty are the best predictor of customer retention. Retrieved from http://www.adamssixsigma.com/Newsletters/customer_results.htm 6/15/2008

• Do Not Call Protection • (http://www.donotcallprotection.com/

do_not_call_chart.shtml)• Nova, J (2000) Drilling down: Turing customer Data

into Profits with a spreadsheet. Retrieved from http://jimnova.com/Customer-Retention-more.htm 4/15/2008

• National Do Not Call Registry• http://www.ftc.gov/donotcall