VIEWS: 18 PAGES: 12 POSTED ON: 4/17/2010
Sample Scripts Leaving a message Hello ________, This is __________ from MomsWIN. I am getting back to you from your request for information about working at home with our team. I am so sorry that I missed you today. I am looking forward to speaking with you. You can call me this ______ at 000-000-0000 or reply to the e-mail I sent with a good time to reach you. If I don't hear from you I will give you a call back _______ at ______ o'clock. Have a great day! Hello ________, This is ________ from MomsWIN. I am returning your call about working from home. I want to make sure that we are able to touch base with you and see how we can meet your needs. You can call me back at 000-000-0000 to schedule a time that will work well for you. Thank you for your time. Have a great day! Hello ________, This is ________ from MomsWIN. It seems we keep missing each other, I apologize. I would love to touch base so we can schedule a time that works well for both of us to get you the information you need to start working from home and improving your financial future. You can reach me at 000-000-0000. I will give you a call back on _________ at _______o'clock. I look forward to speaking with you have a great day! Hello _______, This is _________ with MomsWIN. I tried to reach you last week and it seems things have been busy for you. I understand how that gets. By the survey you filled out about yourself and what you are looking for I feel we have a great fit. You are a top priority and can call me back at 000-000-0000. My business is booming and I do apologize but I won't be able to get back to you until _______. I look forward to hearing back before then. Have a fantastic day! Hello _______, This is ________ from MomsWIN. I am sorry that I missed you but am looking forward to speaking with you soon. You can call me this evening at 000- 000-0000. I do have to tell you that we have received several hundred requests and the survey you filled out with us indicates you are the type of person we are looking for. We are looking for 8 people this month to place in a leadership position on our team and would like to discuss it with you. Call me back at 000-000-0000 and I look forward to speaking with you. Hello ______, This is ______ from MomsWIN. I have tried to reach you over the last month after you requested information about additional income from home. I can help you take the next step to achieve that. I would love to speak with you about improving your future. Please call me back at 000-000-0000. If I do not hear from you within the next 72 hours I will keep you on my mailing list and assume that you are not ready to take the next step towards a better future at this time. Have a great day! Hello _______, This is _______ with MomsWIN. I apologize that we haven't been able to connect yet. I know it has been several weeks since you requested information. I am confident that our team can really be of benefit in helping you reach your goals. I am closing out my month and have found several key members who I will be focused on helping them earn a supplemental income in the next 30 days. I feel that you would be someone who would benefit from that type of income. I would love to connect and get you the information. Please feel free to give me a call at 000-000-0000. Thanks so much have a wonderful day! Setting the appointment Hello__________, This is _______ from MomsWIN. I am returning your call after you requested more information about working from home from our website. I only have a minute because I have one foot out the door but I did at least want to touch base with you to set up a time that is mutually beneficial for the both of us to get you the information you requested. I see that you said 0:00 pm - 0:00pm was the best time to call you, is that usually correct? Great, I have 0:00pm tomorrow or 0:00pm on Wednesday. Which one works best for you? Great, I am writing that down in my calendar right now. Speaking of which do you have a pen and paper handy? Please take down my name ______ and number ____. Can you give me a call if anything comes up between now and our appointment time on ___ at 0:00pm? Wonderful, I will also send you an e-mail confirming our appointment so you can also contact me that way. I look forward to speaking with you and have a great night. Hello _______, This is _________ from MomsWIN getting back in touch with you from your request for information about working at home with us. I do have to apologize I am sure you are busy and I myself have another appointment coming up. I just wanted to touch base and set up an appointment that worked well for you to get the information you need to make an informed decision. By looking at the form you filled out evenings are usually the best times for you. Would evening work best tonight or tomorrow night when you would have 30-35 minutes of focused time to hear the information? Great, I have an appointment available tomorrow night at ____ or _____o'clock your time; which ones fits your schedule? Fantastic _____, I have you down as a firm appointment in my book for tomorrow night at ______ o'clock. I give you my personal commitment that if anything comes up and I am unable to make it I will call you in advance does that sound fair? Great, Would it also be fair to ask you for that same courtesy? Let me know when you have a pen and your calendar ready. My name is _____ and my phone number is 000-000-000 and to confirm, our appointment is tomorrow night at ____o'clock. Can you confirm my number just to make sure we are on the same page? Alright ______, I look forward to speaking with you and before I let you go I want to tell you that it's my personal commitment our appointment will not be a waste of your time. I am confident that our team will provide you with all the information you need to make a good decision for your future and that we will exceed your expectations when looking to work from home. I will give you a call tomorrow night about 5 minutes before our scheduled appointment on __________ at _______ o'clock just to make sure you are ready for our call. Have a great night! Handling Objections while setting appointments 1. Why don't you just tell me now... I'd love to, but like I said, I didn't set aside the time to talk to you right now. And besides in looking for a home based business, I'm sure you want to make an intelligent decision based on ALL of the information. So I'd hate to shortcut you the information you deserve. I do have the time to get you all of the information and your questions answered on ____ at ____ o'clock or ____ o'clock. 2. Can't you e-mail me the information... Jane Doe, we are not like all those other companies out there. We want to make sure that you get all the information that you deserve while talking to a real person. Our company believes in personal contact. I assure you it won't be a waste of your time and you'll get all your questions answered. I have ___ at ___o'clock or ___o'clock. Which one works best for you. 3. I don't have 35 min.... I completely understand how valuable time is Jane Doe. But I want to make sure I get you all the information to make an intelligent decision. I would hate for you to decide to join our company and be upset because you didn't know all the details. I assure you that you'll get all your questions answered and it won't be a waste of your time. (If she still says she doesn't have 35 minutes, hen say...) Jane Doe, let me ask you this. If you don't have 35 min. to take a look at a legitimate company, how are you going to find the time to start and work your home based business? 4. Can't you mail me the information.... Jane Doe, being that we are an Internet based company, mail is not our primary form of communication. What I can do is set an appointment to get you the information that you deserve. We then have corporate websites where you can go to print and verify all our company's information. 5. I can't schedule an appointment... Jane Doe, I can understand from one mom to another how hectic life can get. But let me ask you this, if you can't schedule an appointment to look at a legitimate business to change your financial future, then how would you find the time to work from home? Appointment Reminder call Hello _________, This is ________ with MomsWIN. We spoke _________ and scheduled an appointment for you. I just wanted to confirm our appointment for ______ at ________ o'clock. If for any reason I have the wrong date or time please give me call at 000-000-0000 and we will get that rescheduled. Thanks so much I look forward to speaking with you. Hi _______,This is ________ with MomsWIN just a friendly reminder about our appointment on _________ at ____o'clock. I have had a lot of people request that time but I kept it blocked out for you. I look forward to speaking with you then. If anything does come up you can reach me at ________. Have an awesome day! When someone is not home for the appointment Hello ______, This is ________ with MW/CH. I was giving you a call for our appointment about working from home with our team. I am calling just a few minutes early so I may have just missed you. I will give you a call right back here in the next 5 minutes to see if we can connect then. Thanks so much talk to you soon. Hello ________, This is _________ with MW/CH. I spoke with you yesterday to schedule an appointment for this time about working from home. I apologize that I missed you today. I hope everything is ok. I know how excited you were to get the information about our team. Please give me a call back and we can reschedule. If anything does open up in my book later today I will make every effort to get in contact with you then. Thanks and have a great day! 3-way a potential customer into an overview call Hello _______, This is _________ with MW/CH. We spoke yesterday and scheduled an appointment so you could get the full details on our team. Do you still have 30-35 minutes blocked out for me today? Great, today we are going to cover who we are as a team, what we don't do, the elite company we choose to partner with, even detail out what your average day will look like and the compensation benefits from the work you do. At the end of our call you will feel informed and comfortable to make the decision that's right for you. I am going to get you this information via live presentation call. This is for 2 primary reasons. 1. To show you how we leverage time. One person will be giving all the details to a group of up to 30 individuals just like your self. I am sure time leverage is important to you. This enables us to maximize time and don't worry you can just sit back, listen and take any notes you may need. 2. The second reason is so that you have a first hand experience of how our team interacts and works together as well as the high demand and excitement we have with our business. I will conference us in, introduce you as my guest today and then you can listen to all the details about our team and what we do. You will want to stay on for the entire call because after the call is over I will conference us back together on a private line and share with you details that are unique to our team you won't hear about on the call, share my personal experience and answer any questions you have. Sound good? Great, Hold on one moment you will hear a brief pause and then we will be connected. Hi this is _______ and I have my guest on the line _____ from _______. Mute your line. Then after 20-22 minutes of the presentation come back prepared and ready to close. 3-way to mentor for the close "Great, ______ I have taken off the presentation line. I am really excited to speak with you today. _______ gave a great presentation. I do want to take the time and introduce you to one of my personal business partners and someone who you would also be working with. This will also give you a perfect example of how we will be available to help and work with you. If you will hold just one brief moment I will introduce you to ______. Please hold." Flash your phone, dial your mentor's number when they answer let them know who you have on the other line, and press flash again. "Hello ______, I now have _______ on the line with us." Your mentor will take it from there. Listen and take great notes. *When your mentor is asking for their information to open the account you will need to write the information down and be ready to process the enrollment online.* Short close Great, _______! We just finished up the presentation call. I get excited again every time I hear it. I really enjoy helping others achieve their wellness and financial goals. I want to thank you for taking the time out of your busy schedule to hear the information. I appreciate it. What did you like best about the information you just heard? Was it … A. The products - Having a safer home B. Melaleuca - Solid credentials and risk free opportunity C. - Free website and team support. Or do you see yourself as D. The total package (They answer D) Great, You sound a lot like I did ___ ago when I decided to get started with this team. I have to tell you that it's decision that has helped me save time, save money, and promote my family's health. Today we are well on our way to reaching our financial goals with the business as well. I look forward to helping you receive all the same benefits and reaching your goals. What we will be doing today is opening up your risk-free temporary account. This will give you the ability to start accessing Melaleuca's website online to read more about the company and even start shopping right away. Your business portfolio that will help you see everything in black and white will arrive to you in 3-5 days. And you can get your MomsWIN website up right away. Would you like to set your website up right away or after you try some of the products? Fantastic, Let's go ahead and get you started. Is the first name you would like on the account _____ and last name ______? Long close ________, we are back on the line together and I am confident you got the information you need to make a comfortable and informed decision. I want to thank you for taking the time out of your busy schedule to hear the information. I appreciate it. What did you like best about the information you just heard was it … A. The products - Having a safer home B. Melaleuca - Solid credentials and risk free opportunity C. MomsWIN - Free website and team support. Or do you see yourself as D. The total package (They answer A, B, or C) ______, I can really identify with that. I felt very similar when I got started. I can tell you that getting started as a customer has turned into a rewarding career for me as well. Let's take a look at how we can help you reach your goals. The products - when I heard the presentation just like you did, I saw real value in a safer home, and the 100% satisfaction guarantee put my mind at ease since I could be assured if I wasn't happy I would get a full refund. If you ______ have two laundry detergents sitting on a shelf one was your current brand and the other offered you a safer, most cost-effective alternative, wouldn't it make complete sense for you to buy the brand that saves you time, money and your family's health? (Yes) Great, I would like to be the first to welcome you to Melaleuca! I know that you will be satisfied with these products and enjoy all the benefits of being a valued customer. I will help you open your temporary account today, but before we do I know you came to us looking for a business so let's take a look at Melaleuca -the company. As you heard on the call they are a creditable company with integrity and a track record of 19 years in business, steady and consistent growth, listed with a clean report on the BBB, and best of all getting started with them is risk-free. They allow a 4-month test drive for less than two boxes of pizza and a two liter of Coke. Now let me ask you was completely risk free, listing with the BBB, and a 19 year track record the types of credentials you were looking for in a company? (Yes) That's awesome! You see value in being a customer and partnering with Melaleuca fits what you were looking for. The last thing we need to look at today is MomsWIN - is the team right for you. I don't know how you are feeling right now but ______ ago when I was getting started my biggest fear was, can I do this. It made complete sense to partner with a successful team who had been there, done that. I liked the idea of two websites at no cost. The biggest benefit I saw was that I could leverage my time with team support and someone would be there to virtually do all the talking for me. I got started right away and MW/CH I can say are a large part of my success. How about you? Is a team that invests in your success, helps you leverage time, and does a lot of the talking for you, the type of team you want on your side getting started? (Yes) Welcome to Melaleuca, MomsWIN, and Choice Horizons. I am excited to have you as a part of our team. We are going to help you get started by taking the first step and opening your temporary account today. All I need to do is verify information you have already given me and ask a few additional questions. Is the first name on the account ______ last name _______? Handling potential objections during a close 1. I don't spend $50 a month... or I don't think I buy 35BP You know _______, I felt the same way. But the way I saw it, with Melaleuca's 60-day empty bottle guarantee, I had nothing to lose. I knew that I had bought the wrong colored lipstick or a cleaning product that never met my expectations and I had to throw them away or put them in the back of the cabinet never to be used again. I sure didn't get my money back. So for me, I simply opened up a temporary account and placed a basic order. I figured, if I didn't need 35 product points next month, I could return my products and cancel my membership and get a full refund. But what I found, and this may not be the case for you, but for me, I realized I purchased way over 35 product points and have been extremely happy with the high quality products that have saved me money. As a matter of fact, the average customer with our company purchases 50 product points. Which means, they're shopping because they want to, not because they have to. So doesn't it make sense, Jane Doe, to go ahead and open up your temporary account and place a basic order, since you've got nothing to lose with Melaleuca's 100% money back guarantee, except brushing your teeth and washing your hair for 30 days? Since it's completely risk free let's go ahead and open your temporary account. Is the first name ______ and last name ______ correct? 2. I don't have the $29... _______, whenever I took a look at this company, I didn't have an extra $29 laying around to waste either, but what I realized is, that I had spent $29 on a lot of things that never had the ability to change my life. Like an uncomfortable pair of shoes, jeans that never fit, or 2 boxes of pizza and a 2 liter of soda. So what it came down to wasn't that I didn't have the $29, it was just about where I was choosing to spend it. Wouldn't you say ______, that it's worth the $29 risk free, fully refundable, decision that can change your life. Let's open your temporary account so you can start receiving all the benefits today. Is the first name _______ and last name ______ correct? 3. I need to talk to my husband.... I completely understand Jane Doe, I felt the same way about making a decision to invest in a business. But with Melaleuca you're talking about a shopping decision a lot like choosing to shop at Target instead of Wal-Mart. I also knew that I couldn't make an intelligent business decision until I had used the products and knew they were something I could stand behind. When I used the products I sat down with the business portfolio and my husband and made a decision if building a business was for us. Wouldn't you agree, Jane Doe, that this is a shopping decision for better, safer products in your home? And you couldn't make an informed business decision about representing Melaleuca without trying the products. Let's get you started with just a temporary account so you can test drive this company risk free. Is the first name ______ and last name ______ what you would like on your account? 4. I don't have a credit card, checking, or savings account... _________, Is this something you are serious about getting started with? (If yes) Great, then what we can do is 3-way your local bank and see if they offer a free savings account and have a time that you can go down and open up an account so you can start this business. Do you have a bank and phone number that you would like to go ahead and try? (Three-way the bank and ask if they have a free savings account and what time they can go down. Call back at a scheduled time.) 5. I don't have the time to do this business... You know _______, from one mom to another, I wasn't sure that I had the time either. The great thing about Melaleuca is they save you time by having your household products delivered to your door instead of having to load up the kids and drive to the store. I figured I could save at least 2 hours a week by shopping from home. The great thing about our business is that if at anytime you do want to start building a business, whether it's 2 weeks, 2 months, or 2 years down the road, you have the ability to do that at no extra cost to you. With the time-leveraging tools MomsWIN offers, building a business P/T from home is easier than what you think. So doesn't it make sense to save yourself 2 hours a week since you are already a busy mom to start shopping from home? Let's start saving you time by opening up your account. Is the first name _____ and last name _____ correct? 6. This sounds like Amway, MLM or this is a pyramid... What is it exactly you don't like about those types of companies? (They will usually list a lot of items we don't do so there is one simple answer.) Great, well we don't do any of that with CDM. Let's get you started so you can experience it first hand for your self. Is _______ the name you would like on your account for your 4-month test drive? 7. I am not a salesman.... That's great because you don't need to be for this business. We have team members who will do virtually all the talking for you. Let's go ahead and get you started with a temporary account. Is the name you would like on the account ____? 8. I don't have a computer.... The great thing about building a business with Melaleuca is that there are so many options or forms of building a business. Using MW/CH as a support team is just one of them. When we help you start your training over the phone like we are now we can explore several options or ways to build your business and select the one that's right for you. 9. I need to think about it... I completely understand I felt the same way. I needed to think about and research this as a business. What I realized is the best way to know if the company was for me was to open my temporary account try the products, get the business kit with all the facts in black and white, and experience the website first hand. I knew that I could do this for up to 4 months with absolutely no risk. Let's go ahead and get you all the facts in black and white so you can test drive with your own account for four months risk free. Is the name you would like on the account ________? 10. I would like to start next month or after the holidays etc... I can agree that it sounds like now might be a hectic time for you to start a business. That's the great thing about what Melaleuca has to offer. For $29 you start saving time, money, and your family's health. At anytime 2 days, 2 months, or 2 years later if you decided you're ready to start a business, it doesn't cost you any new money. Let's open a temporary customer account for you today so you can start saving time and money. Is the name you would like on the account _________? 11. It really doesn't matter that the products are nontoxic or safe... Thank you for your honesty. I appreciate it. Knowing that information I think it's important I let you know this business isn't for you. 12. I don't have long distance.... As part of your training we help show you how to set up a long distance plan that is affordable and unlimited for as little as $49 a month. Let's go ahead and get you started so we can start on your training. Is the first name _____ last name ______ you want on the account? Filling out enrollment paperwork Is the First name you would like on the account ________ and last name ________? Fantastic, is the number 000-000-0000 the number you would like on file? Let me confirm the e-mail address. _________ is that correct? What form of payment would you like use to set up your account: credit card, debit card or checking account? Go ahead with that number when you are ready. And the expiration date? _______, do you have a pen and paper handy? I want to make sure that you have my contact information as well. It is ________ my phone number 000-000-0000 and e-mail address is …. ________, Please feel free to contact me at anytime. There is no such thing as a stupid question and I am here to help you. If for any reason I am not available let me give you another support team member's information that you can contact with any need you may have. Their information is _______ 000-000-0000 and the e-mail address is …… Now we are going to fill out the form online for making money. Would you like the checks in the same name shipped to the same address? Great, and birthdate? Your SSN or Tax ID for tax information purposes? Great, I am processing this information via online enrollment as we speak. The next step is for you to verify I entered your information correctly and complete your enrollment. Can you be on the phone and the internet at the same time? (If "yes" then walk them through the process right then and there while you are on the phone. If not, continue with explanation of what will happen next.) No? That's ok, let me explain what our next step is. You have received an instant e- mail from firstname.lastname@example.org and in that e-mail they provide a link that you can click on. A screen will pop up that prompts you to enter your zip code. Do you have a pop up blocker on your computer? If not that's perfect. (If yes then they will need to remove it before they are able to complete the online enrollment.) Once your zip code is entered they will ask for your e-mail address again, and once that is entered then your information screen will appear. You will need to confirm it is correct twice and then your enrollment will be complete. This process is quick and easy, it will only take a brief 5 minutes and you will have immediate access to start taking advantage of Melaleuca's benefits. I want to make sure this process is quick and easy for you so I will hop off the phone with you now so you can complete your online enrollment right away. Remember the e-mail will come from email@example.com and you will click on the link in the e-mail. From there you simply follow the directions. I will give you a call back in 15 minutes to make sure that everything has gone smoothly and give you details on getting your website set up. Thanks and talk to you soon. 15 minute enrollment follow-up call Hello ________, This is ________. I am just giving you a quick call back like I promised. If they were not able to confirm …. (rare) Ask them what the problem is then call Melaleuca via 3-way at 800-742-2444. Explain the problem then ask them to help you find the quickest and easiest solution to get your new customer enrolled. Follow their instructions from there. If they were able to confirm …... It looks like everything went smoothly for you. I received confirmation of your enrollment. You should have another e-mail from firstname.lastname@example.org confirming your enrollment and assigning you a customer ID number. This will give you the ability to log into Melaleuca's website right away. I want to make sure you get your first product order in right away. This will make a real difference in your belief system, confidence, and connection to this company. On the live presentation call I am sure you heard about the Value Pack and all the benefits. I do want to share with you my personal experience with the value pack because I feel it was the best decision I made when starting my business to get started with. I found that I saved money - 50% off retail to be exact. The company makes no profit off these packs and they are only available to new customers. It helped me convert my home to safer products, and this developed my belief system, helped improve my family's health, and I was more informed. Because of that fact, I was able to build my business faster. I really liked the fact that the value pack came with the same 100% satisfaction guarantee as any other product order did so I knew there was no risk! The biggest benefit came with the optional pacesetter program that buying a Value Pack qualified me to participate in. I had the ability to earn an additional $10,600 in bonuses my first year if I advanced my business every 2 months. Where the pacesetter benefit really stands out is the fact that if you participate in this program anyone you ever refer to this company, who also participates in the pacesetter program by starting out with a value pack, will also qualify for up to an additional $10,600! And YOU, for being the person who referred them, would earn 20-100% of that same bonus each time they advanced, for each and every person you personally refer! Would you like to get started with the VP today? (If yes, explain you will place the order with Melaleuca for them, e-mail them the total and invoice, and confirm they are making the right decision.) (If no) Then let's start putting together a basic order for you that you can enjoy and benefit from. Go ahead and grab your Wal-Mart shopping list and read off to me what you have on that list. (As they read the list convert it to Melaleuca products and write them down. example: Windex = Clear Power, Tide = Melapower. After you have gotten that list complete share 3 product experiences about products you are really passionate about. Share 1 experience about a pharmacy, 1 about Nicole Miller, and 1 about Vitality for life.) Then simply ask, "Would you like to add any of those products to your first order?" (Once complete) Great, we have a great first order started. We will be placing the order after your first training session. I will send you a follow up e-mail today with what we have on our list so far and if you think of anything else just let me know. Alright, we are well on our way. I am really excited to help reach your goals with our company and team. I would like to schedule 2 types of training calls and I do understand your time is valuable so let me explain what they are and why they will help you. The first is a product call. With over 350 products which all have alternative uses, no harsh chemicals, and a preferred customer program where you can save money and even earn free products, we feel an introduction call will really help you feel educated and informed as well as help you take advantage of all Melaleuca has to offer. Would you prefer _____ @ _____ o'clock or ________ @ _______ o'clock? Great I have you written down. I will call you directly for this appointment and in the follow up e-mail I send today it will confirm everything for you. The second call is a newcomer/48-hour follow-up call. This will help you understand the role MW & CH can play in your business, the next steps to take, understanding and defining what you want out of our company, and since this is not a business in a box we will develop a custom 90-day action plan to help meet your needs. Would you prefer _____ @ _____ o'clock or ________ @ _______ o'clock? I will send you a follow up e-mail today with all the details on how to access Melaleuca's website, your first order, and our next appointments. Remember if you need anything please do not hesitate to call or e-mail at anytime. I am here to help!