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TRAINING FOR THE NEW SALES REPRESENTATIVE

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									TRAINING FOR THE NEW SALES REPRESENTATIVE


New Hire Training-First week of employment

Confidence and Attitude training – Second Week with company

Quality Assurance – Second week with company.

Script Guidance Training - Second Week with company

Objections Rebuttals, Competitors – Third Week with company

Closing Techniques – Third Week with company

File Management – After hitting their 300 pt minimum

Tax Training – At the end of every September.



Home Oriented Training – After achieving 600 points.

Insurance Training – 1 month after graduation from training.

                        Note: May – August, these are reversed.
New Hire Training
Week One Classroom




STUDENT GUIDE




    MONDAY WORK BOOK

Today‟s To Do List:

          o Know the Team




                  -able




            Your Prospect




GETTING TO KNOW THE TEAM
INTRODUCING OUR LEADERSHIP

Our company management team consists of leaders dedicated to your success.

President/Founder:          _______________

Director of Sales: _______________

Sales Administrator:        _______________

Sales Managers: _______________                          _______________

                            _______________                     _______________

                            _______________                     _______________

Sales Coaches:     _______________                       _______________

                            _______________                     _______________

                            _______________                     _______________

Training Mgrs:     _______________                       _______________



As a follow up to continue our training environment, you will be having lunch with the trainer at the start of
you third week.
 WHO IS NEWPROS®?


HISTORY: VISION AND GROWTH

Entrepreneurial Spirit - past, present and future stories...

                             -Million Dollar Facility


                       – Seeing the Big Picture... We Sell Opportunity

There are over ________ existing sales reps.
There are over ________ total employees.
Are immediate growth potential includes ________ more sales reps.
We are introducing _______________________ as a new product line in the near future.

Notes:


WHAT IS EXPECTED OF ME?


IN-CLASS EXPECTATIONS

During training I am evaluated by my...
 1. _______________
2. _______________
3. _______________
4. _______________
5. _______________
6. _______________
7. _______________
8. _______________


RULES AND POLICIES

I understand these rules and policies...

1. Restricted Areas Include:
____________________________________________________________
2. Breaks and Lunch:
____________________________________________________________
3. In Classroom:
____________________________________________________________
4. Training Materials:
____________________________________________________________
5. Policies:
(REFERENCE SECTION)


Student Name: ___________________________________

Signature:        ______________________________________

THE NEWPROS® ENVIRONMENT


SALES-CENTERED

Today we will sell more than any day before.

We work with day-long action and quarterly urgency.


TEAM-ORIENTED

Mental Attitude: _____________________________________________.

Physical Attitude: _____________________________________________.

Triggers: ____________________________________________________________


MONEY-MOTIVATED

“______________________________”

Being money motivated is not the same as being ______________________________.
ACCOUNTABILITY

Self- ____________________________________________________________!


GAME-PLAY

How to have FUN...

1. _____________________________________________
2. _____________________________________________
3. _____________________________________________
4. _____________________________________________




WHAT ARE MY OPPORTUNITIES?


COMPENSATION PLAN: SIMPLIFIED (REFERENCE SECTION)

If necessary review the Compensation Plan and Career Path found in the Manual.

During Training my guaranteed pay is: ______________________________

A full pay period is: _____________________________________________

As a Rep with Vet status my guarantee is: ______________________________

A full pay period equals: _____________________________________________

A minimum sale is: _____________________________________________

One Point = ___________ The average deal is usually between: _______________

Commission Status is reached at: ______________________________

Your potential earnings could be as follows: ______________________________

A little more each day makes a big difference: (based on just a 50pt average deal)

2.0 deals/day     2.5 deals/day     3.0 deals/day        3.5 deals/day   4.0 deals/day




Keep in mind this is not a $10 to 12 an hour position.
You have the potential for much higher earnings.

ON-FLOOR TRAINING PROGRAM:
Here is how the program works. Below is a chart that will be the minimum goals for the entire training
program. These minimums are set to increase, as a training representative‟s product knowledge and phone
skills increase.

~ First Pay Period……………………………………………..300 points
         ~ Second Pay Period…………………………………………..450 points
         ~ Third Pay Period…………………………………………….600 points
         ~ Fourth Pay Period…………………………………………...750 points
         ~ Fifth Pay Period……………………………………………..900 points

* If you begin on the phones during the second week of a two-week pay period, your minimum goal is 150
points for that partial pay cycle. Your next pay period will be a full cycle, and your goal for that pay period
would be 300 points

Training Bonus



If they pass 300pts = $50 bonus
If they pass 450pts = An additional $50
If they pass 600pts = An additional $50
If they pass 750pts = An additional $50
If they pass 900pts = An additional $50 + their $50 commission bonus



If you pass 450pts = $50 bonus
If you pass 600pts = An additional $50
If you pass 750pts = An additional $50
If you pass 900pts = An additional $50 + their $50 commission bonus



If you pass 600pts = $50 bonus
If you pass 750pts = An additional $50
If you pass 900pts = An additional $50 + their $50 commission bonus



If you pass 750pts = $50 bonus
If you pass 900pts = An additional $50 + their $50 commission bonus



If you pass 900pts = $50 bonus + their $50 commission bonus

If at anytime during the training period, a training representative is able to attain 900 points back to back,
they will immediately graduate from the training program and be moved to the veteran level.

During the training period there may be times when training representatives fail to achieve their pay period
goal. If this occurs the training representative may be eligible to receive an extension of that goal. To
receive an extension the training representative must have met all previous goals, while demonstrating
acceptable attendance, and the ability to apply coaching and direction. If a training representative is
granted an extension they would have their goal extended by one pay period. For the remainder of the
training representative‟s training period with NewPros®, he or she will have to qualify for the $10 base by
hitting that pay periods minimum. Any future pay periods during his or her training that the minimum is not
attained, he or she will be paid $8 per hour for that pay period. Training representatives will not be granted
extensions on the same goal in successive pay periods without extenuating circumstances.


Bracket Breaker Awards are earned at:

__________________________________________________________________


WHO IS MY CLIENT?


Can a Small Business Survive Without New Customers?

Your customer base is constantly changing. When someone buys a home and moves into your area,
someone else sold that home and moved out of your area. That may have been one of your customers
moving out!
Every business needs a steady stream of new customers to replace lost ones, and to grow. Direct mail and
telemarketing have proven to be the best ways to zero in on prospects. With direct marketing, you have
their undivided attention as they want to choose a business in their area that fits their individual needs.
A new resident will spend more money on home-related items in the first year after the move than any
other time. They will replace old furniture that does not match their new decor. They'll build decks, patios,
upgrade the landscaping remodel a bathroom, and replace carpeting and windows. They will spend a lot of
time and money on these projects.
The new residents are the people to target. They are going to be seeking a church, a drycleaner, a beauty
salon, dining establishments, lawn care services, an insurance agent, a dentist, a doctor and many other
businesses in their community.


SERVICE & RETAIL CATEGORY

Examples: ____________________________________________________________


HOME ORIENTED

Examples: ____________________________________________________________



INSURANCE AND TAX

Home Owners Insurance, Individual Tax Preparations, etc.


HOW TO BE COACH-ABLE


My success is directly proportional to the strength of my coaching relationship with the Managers and
Coaches.


MY TWO SIDES: DON‟T TAKE IT PERSONALLY

IDENTITY
 1. _______________
2. _______________
3. _______________
4. _______________
5. _______________
6. _______________

ROLE

 1. _______________
2. _______________
3. _______________
4. _______________
5. _______________
6. _______________


The coach will develop your Role and guide you to professional success.

Your identity is not being judged nor is it mixed into this environment.


Notes:

.
    THE SALES REP POSTURE


My posture determines my performance.


REQUIRED ACTIONS

Attitude: _____________________________________________

Voice: 1. ______________2. _____________3. _____________4. _____________

Standing: _____________________________________________

Using Hands: _____________________________________________

Movement: _____________________________________________



PERFORMING THE SCRIPT: NOT JUST READING!

Posture

Dramatic Pauses Only (No Weak Hesitations)

Conversational Pace

Excitement & Enthusiasm (Not Emotional)

Inflection
No Fear

Confidence

Control


BASIC SALES CALL OVERVIEW


THIS IS MY PATH TO A SALE


1. Gatekeepers

2. Attention Getting Statement

3. Transitional Statement

4. Body of Your Presentation

1. Service Area & Average # of Families

2. List and Label

3. Subscription

4. Cost

5. Sale-Maker Question and CLOSE

6. Verbatim Confirmation


Note:

GATE-KEEPERS AND THE DM


WHO IS THE GATE-KEEPER?

The gate-keeper is anyone who answers the phone who is not the Decision Maker.

They carefully screen his/her calls to determine the importance of that call and if they have the time to
speak to you. The first sale you will be making is to the gatekeeper, you are selling yourself. Here are a
few ways you can get past this gatekeeper and speak directly to the decision-maker:

1. _____________________________________________
You must not sound like a solicitor – be a friend of the business.
Use first names as appropriate and when available.

2. _____________________________________________
You are being evaluated and prioritized. The DM is always busy.
Less is more – say little with confidence.
3. _____________________________________________
Be specific and create curiosity.

4. _____________________________________________
Never-ever insult or talk down to a gatekeeper. The person who answers the phone may very possibly be
the DM‟s family member or partner! You need them on your side.

WHAT TO SAY

ABC Company: _____________________________________________

Who‟s Calling:   _____________________________________________

What‟s it Regarding:      _______________________________________


WHO IS THE DM?

The DM is the owner, doctor or general manager. This is the person who can financially commit to local
marketing decisions. Note: Never ask for the “DM” by saying “Decision Maker” – it‟s a telltale sign of an
unsophisticated sales call.


MIRRORING YOUR PROSPECT


VOCAL COMMUNICATION

People like people like ___________. People buy from people they ___________.

To gain the comfort, respect and complete engagement with your prospect, listen and match the
following…

1. _______________

2. _______________

3. _______________

4. _______________




INTRODUCTION TO QUESTIONING


OPEN AND CLOSE ENDED QUESTIONS

Closed-ended questions can be answered with a __________ or _________ answer.

Open-ended questions require detail-revealing and thoughtful answers.


SPEAKING IN QUESTIONS
The person asking a question is _______________ because they are determining the

_______________ of the conversation.




TUESDAY WORK BOOK

Today‟s To Do List:

                -Up



     lue of Our Service




PRODUCT AND SERVICE DETAILS


FEATURES AND BENEFITS


 Build their Customer Base
Our service will help businesses increase their customer base. Of all the people moving into homes about
80% are moving into pre-existing homes. That means that some of the businesses‟ current customers could
be moving out. This service will allow them to recapture some of that business.

Cost Effective
Our service is a very inexpensive way for the customer to get their name out to the new homeowners. Our
service is less expensive then treating a family of 4 out to eat at a local restaurant.

Easy to Use
Our labels are pressure sensitive peel and stick labels. All the customer needs to do is peel the laser printed
labels from the paper backing and apply them directly to their mailing piece. No adhesive or moisture is
needed.
In addition to our labels, our lists are easy to use as well. The lists are on 3-hole punch paper so the
customer can easily store them in a binder. Our lists are arranged with all the homeowners in order by zip
code and the price of their home. The list can also be used as a tracking device, so the customer can
measure the effectiveness of our service.
Customized Service
Each customer that uses our program can effectively target the area that he/she chooses to cover. The
customer can choose by mile radius from the center of his/her zip code, or by selecting the whole county.
The customer can also choose to target the homeowners by purchase price of the home, equity amount in
the home or by using telephone numbers only. As you can see, the customer can target exactly the
homeowners that they feel can use their goods and /or services.

 Direct Marketing
This type of marketing allows the customer to market his/her goods and services directly to the new
homeowner. By personalizing the mailing to the homeowner, this makes the homeowner more likely to
read the mailing that they received. This is an excellent way for the customer to get their information to the
homeowner just when they are looking for their specific type of service.

Quality
We offer our information at a 95-97% deliverability rate. This insures that our
information is extremely accurate. Accuracy insures that the customer is less likely to lose money on
his/her investment by reducing the lost postage and the lost mailing supplies.

On a monthly basis, we obtain the most current information that is available on the market. We collect
information at the courthouse, and then scrub the data to insure that customers are actually contacting the
homeowners that have recently moved into their area. This allows the business owner to reach them before
they develop their spending habits.


 INTRODUCTION TO OUR SERVICE
There are many different types of businesses that use our service. These businesses range from a variety of
categories from dentists to daycare centers, beauty salons to churches, auto repair shops to photographers.
These service and retail businesses are always looking for a way to increase their customer base and profit
margins.

As you all know, our country is on the go and literally “on the move”. There are thousands of people
moving in and out of their homes every day. Whether they move down the street, across town or across
country, they are moving away from the comforts that they have known living in their current
neighborhood. They need to be assured that they will be just as comfortable in their new neighborhood as
they were in their old. That they will be able to get the goods and services that they need with just a phone
call or within a short distance away. Whether they need a dentist or to choose a new church, they will have
all they desire right there when the need arises.

When most people move into a new home, their only access to the businesses available in the area are the
yellow pages of the phone book. The yellow pages list all of the businesses alphabetically and rarely list
the services they truly provide. Our service allows these businesses to target the new homeowner by
sending them some information regarding their specific services or send a special offer to “welcome” them
to the neighborhood. This enables the business to get their name out to the new homeowner just when they
are looking for these services and products.

5 WAYS OFFERED (ALSO REVIEW USERS GUIDE)
List:
Our lists contain information that can be useful to different types of businesses. Our lists come in zip code
order from the highest purchase price home to the lowest price homes. The list comes in three-hole punch
paper so the business owner can easily store for tracking purposes these in a 3 ring binder.

We provide the:

Purchase price (in most areas)
Mortgage amount (in most areas)
Lien holders name (in most areas)
First and Last name of the buyer
Address
40-60% phone numbers
File dates

Labels:
Our labels are easy for the business owner to use and they will not spend a lot of time putting the mailing
label on his/her mail piece. Our labels are:

Computer generated and laser printed
Personally addressed to each new homeowner (not occupant or resident)
They are peel and stick and pressure sensitive.

Formatted Files:
Our Formatted Files have the same information that is on the list as discussed above. We have several
different formats from which the customer can choose. In order for the customer to use these files, their
computer system needs to be using a Windows Operating System. If the business owner has the capability
of printing, he can print personalized letters and pre-addressed mailing labels to the new homeowners.

Email:
Customers wanting this information downloaded to their email will need to purchase the diskette cost along
with the email transmission charge of $5.95. The list can be emailed to a client in a word document as well
as information on a formatted file so they can download to software that they are already using.

CD:

 3 TYPES OF SERVICE
 Monthly Subscription:
Our monthly subscription is the most commonly used program. The business owner must commit to
receive this subscription for 4 consecutive months. After the initial 4-month commitment, the subscription
will continue on a month to month basis until the business owner notifies us to cancel their order. Since
most of our business owners are busy people this is our most convenient program for them. The
subscription insures them that they will receive their list/labels on a monthly basis with recent information
each month, without them having to call to place another order each month.


Four Month Only:
The four-month only has one difference from the monthly subscription. The business owner still needs to
commit to 4 consecutive months, but it automatically cancels after the 4th month. This type of program is
used by businesses that want to use our service for a short time. Keep in mind, after the 4 month only
expires, the business owner will have to commit for an additional four months to restart his/her order.


One Time Shipment:
The one-time shipment is used when a customer wants to purchase a bulk amount of homeowners in one
order. This type of program can be used in a bulk mailing campaign for the new homeowners over the past
months/years. Sometimes, this type of mailing will be used by new businesses to build their customer base.
Businesses can use the one-time shipment for bulk mailings they may want to do every quarter. They can
use one-time shipments for any specials they are running as well. Some clients will use it to get a quick
start to a new program so they can contact more people quickly and see results faster.

PRICING AGREEMENTS (REFERENCE SECTION)
COD Charges

Shipping Charges
Total order amounts $100- $199

Total order amounts $200.00+

One Time Shipments
VALUE OF OUR SERVICE


WHAT IS MASS MARKETING?

Mass marketing includes promotions to an _______________ audience in a _______________ area.
There is no _______________.
Mass-mail is considered to be _______________.
Mass mail works for _______________to increase _______________and _______________ business.

Examples...
Val-Pak, Door-Hangers, Un-addressed Flyers which typically share advertising space with other
businesses.

WHAT IS TARGET MARKETING?

Target marketing includes promotions to a _______________ audience in a _______________ area.
It is highly personalized.
Targeted direct-mail is individually addressed.
Targeted mail works for _______________ to deliver _______________and increase _______________
business.

Examples...
Letter or flyer found in envelope... not competing for the audience‟s attention.

“COMPETITION” (REFERENCE SECTION)

Understanding the different direct-mail services will illustrate our advantages and the differences between
focused targeted marketing and junk mass-mail.

SCRIPT PERFORMANCE



READING VERSUS ACTING

Using inflection in your voice....

Vary your pitch and tone to create ______________________________.


CONTROLLING THE CALL

Flow: ___________________________________________________________.

Listen: ____________________________________________________________.

Consistency: ____________________________________________________________.
NOTE:




TYPES OF CLOSES


INTRODUCTION TO CLOSING

The purpose of the close is to test the prospects _______________....
You are looking for a... _______________.
The vast majority of calls will require _______________.
In our call we always _______________.
After a closing you _______________until you receive an _______________.

3 TYPES OF CLOSING METHODS

Ask... _____________________________________________.
“Obviously this is worth starting today, right?”
“I am going to some information and get this out to you. Do you have a pen?”

Step-Over... _____________________________________________.
“(The Walk)”

Either / or... _____________________________________________.
“I can get your first set of list and labels to you within 3-5 days or on your next scheduled shipping date,
which would you prefer?”

WHY THE SALE-MAKER QUESTION?

The Sale-Maker question leads the prospect to agree:
One or two new customers will make the program profitable
Proving the minimal __________ needed and the programs _______________
Creates a “_______________” pattern
Allows you to ______________________________
Sets up your close

PATH TO A SOLD PROSPECT


THIS IS MY PATH TO A SALE


1. Gatekeepers

2. Attention Getting Statement

3. Transitional Statement

4. Body of Your Presentation
          1. Service Area & Average # of Families

2. List and Label

3. Subscription

4. Cost

5. Sale-Maker Question and CLOSE

6. Verbatim Confirmation



SALE-MAKERS

If you were to put your business card and a letter out to an average of _____ families moving in per month,
do you think you could get at least a few new customers and make this profitable?


My other clients tell me that 1 or 2 new customers from my list each month will make this profitable. If you
get your message out to an average of ____ families moving in per month, how many new customers do
you think you will bring in? (If no answer) At least a couple right?


At $____ per month, it will only take ____ new customers for you to make money from my list, right?
With an average of ____ families moving in per month, this is obviously worth starting today, right?

COMPUTER TRAINING
PROSPECT SCREEN




Review Information: Category, Type, Prospect Info

There are 6 results to each dial:
In (DM on phone), Out, No Answer, Ans Machine, Busy Disconnected Number

New Sales Notes: Information gathering to aid future communication
Key-Strokes:

F5 moves forward to Quote
F10 saves notes and changes to file
INTRODUCTION TO QUOTE SCREEN




Area:

Pitching the screen... “I am showing a 5 mile radius from the center of your zip code 43230 as you normal
service area, is this correct?”

“You have and average of 345 families moving in... the best part is that it is only $144.90 per month... can
make at least $144.90 per month and I am sure that is true with you to right?”

Key-Strokes:

Esc to go back to prospect screen

On Prospect Screen:
Follow-Up field (explain dispositioning the call – use “tomorrow” in class)




WEDNESDAY WORK BOOK

Today‟s To Do List:

                   -Up




        -Playing
        -Playing




 COMPLETED SALES CALL OVERVIEW



THIS IS MY PATH TO A SALE


1. Gatekeepers

2. Attention Getting Statement

3. Transitional Statement

4. Body of Your Presentation

1. Service Area & Average # of Families

          2. List and Label

3. Subscription

4. Cost

5. Sale-Maker Question and CLOSE

6. Verbatim Confirmation




Note:


OBJECTIONS


WHY DO PEOPLE OBJECT?

It is in our nature to object.
People hate to be _______________but love to _______________.
Example: Going into store for a new outfit and saying “I‟m just looking.”
EXPECTING THE OBJECTION

There will always be objections... It is no surprise.
I am in control of the call therefore I know when the objections will occur.

The most likely time to get an objection is after I ask a question.
You: Do you have something printed that you can send out to them? Flyers...
Prospect: Yes BUT I‟m not interested.

When in I am in control I can _______________the objection.

THE RULES OF REBUTTING

The rebuttal to every objection is a question.
There should be no pause or emotional reaction after an objection.
Use this phrase to posture yourself... “Let me ask you a question, (Rebuttal)”
Do not agree with the objection by saying, “Ok” or by repeating the objection.
Rebuttal every objection...
if you get the exact same objection 3 times you can end the call.


EXPLORING OUR PROSPECT CATEGORIES



S.R.‟S

The focus is on location, location, location...
Targeting the area is all that matters
Would you drive across the county for a haircut or to rent a video?
Can most people afford the service?

H.O.‟S

The focus is on the audience
May service multiple counties
Affluence or time in home is important.
Type of marketing important... appointment setters need phone numbers

S.R.A‟S COMPARED TO S.R.‟S

A mix of both considerations... area and audience
Service a larger area and more specific audience... ex. Mercedes Dealer or Maids




COMPUTER TRAINING

PROSPECT SCREEN

Basic File Management: Each prospect is allowed two calls and then you should “no interest” the file...
don‟t chase absent or hard to reach owners. Rule: 2 and Out
QUOTE SCREEN – AREA TAB

Area: To change the area, enter the new radius and hit enter. Keep talking during quote customizations. If
there are multiple cities confirm their relevance...

“I am showing parts of... city 1, city 2, city, 3, etc... do you get repeat customers from these areas?”

Delete a line in the quote by clicking on the first box and then click “delete areas”.

Use the zip/cities listing to add areas.

Switch between zip and county quotes by selecting the corresponding box.

Add counties from the counties listing.

QUOTE SCREEN – QUOTE INFO TAB

Summary: See total leads and pricing information

Audience Customizations: Purchase Price, Equity, Phone Numbers

Product Customizations: Monthly or One-Time

QUOTE SCREEN – ORDER INFO TAB

Shipping: See target date

Billing Details: Company name and address

Immediate Order: Yes/No


IMPORTANCE OF QUESTIONING



INTEREST GAINING QUESTIONS

Used to paint the picture of new business and “roadblock” some objections...

Day Care –
“What openings do you have?”

Beauty Salons –
“Do you service women, men and children? Do you work only by appointment or do you accept walk-ins
too?”

Chiropractors, Opticians –
“Are you accepting new patients?”

Auto Repair –
“Do you specialize or do you handle general maintenance?”
Florists –
“Do you have a selection of houseplants in addition to flowers? Do you deliver?”
CREATING “YES” PATTERNS...

“Makes sense, right?”

“Obviously this is true with you too, right?”

“That‟s fair, right?”




PAINTING A PICTURE


Transitions and Probing Topics:

1) Their Products & Services
2) The Value of the New Home Owner
3) Customer $ / Value
4) Target Marketing Messages – example letters.
5) Competition

Write Examples – Paint a Picture Using the Above Topics:




THURSDAY WORK BOOK

Today‟s To Do List:

                 -Up

            -Playing




       -Playing & Fastball




PROCEDURES
IMMEDIATE ORDERS

Illustrate the immediate order option and teach either/or close.
Point out extra points AND invoice explanation policy.

QUALITY MONITORING AND FORMS (REFERENCE SECTION)

Why do we have quality monitoring?

Review quality control infractions
Instruct Sales Review procedure... review everyday after log-in
Describe After Action Reports

CHARGE-BACKS (REFERENCE SECTION)

How to prevent charge-backs
How charge-backs effect your commissions


FAXING QUOTES

During your first pay period you must have managers authorization to print/fax quotes.

It is our policy to ONLY send faxes with the express consent of the person being faxed. All faxes. All
faxes MUST have a cover letter addressed to the individual requesting the fax and should always have a
comment line starting with the words “As per our conversation…” or “Per your request…”

 CALL-BACK CLOSES


QUALIFYING A CALL-BACK

1. _______________________ 2. _______________________

EXITING AND ENTERING CALL-BACKS

1. _______________________ 2. _______________________3. _______________________


CALL-BACK SCRIPT

There will be times that a decision-maker will ask you to call them back. You want to make sure that you
have answered all of their questions thoroughly. You want to make them feel that the sales process is over,
that way, the prospect will tell you the reason that they want you to call them back. Here is an example of
how this process should take place.

1. Tell the decision-maker it‟s perfectly okay and you‟ll gladly call him back at the time requested.
2. I want to thank you for the time that you have spent with me today.
3. But when I do call you back at ___ time, which I‟ll gladly do, out of 1 -10 the likelihood that we will do
business together?
4. Let the customer answer the question. They can only respond in 3 ways:

A.) If they are 9 or better, they are genuinely ready to be closed. You want to say to them in a gentle way
“Let‟s get this thing started. You‟re a busy person. The sooner we get this started, the sooner we‟ll find
you some new business. Fair enough?”
B.) If their answer is between 5-8; your response should be “What is the reason for the _____ against?”
You do not say another word until they answer your question and give the real objection.
C.) If the odds are against you (Less then 5), respond in fashion: “When the owner of a business is telling
me that the odds are against me, he or she is just being polite. They don‟t want to tell me no. I‟m going to
assume that we‟ll never do business together but I would greatly appreciate it if you would tell me what
held you back today so I can do a better job.” If they tell you what their real objection is, overcome it and
try to close them again.
 REALITY CHECK



FAILURE AND REJECTION

You can do _______________________and still not get a sale

Rejection can not _______________________ or affect your __________________.



UNDERSTANDING YOUR GOALS



MEASUREMENT FOR PERSONAL EVALUATION

There are three goals evaluated daily... Floor, Team and Individual


PLAN THE WORK / WORK THE PLAN

Your objective everyday is to:

1) Give as many complete presentations…
2) To as many qualified decision makers…
3) That are looking to attract new customers
4) And do so with a peak performance.

To do this you will need to:

A) Be talking on the phone a minimum of 3 hours each day (CALL TIME)
B) During 3 hours, call 250-300 Accounts (Prospect Screens)
C) Of those screens, contact a minimum of 50-70 Decision Makers

If you do this effectively, you can expect:

1) 20-30 Complete Presentations
2) Of these, 10-15 will be solid prospects
3) Of these, you will average 1-2 One-Call Close Sales Each day
4) As your files grow, 1-2 Call-Back Closes Each Day

Your Time IS Money!




YOUR FIRST PAY PERIOD... Success is measured by:
ATTITUDE

Determination
Coach-ability
Your Fun Factor
Appreciation of your Opportunity



BASIC APPLICATION

Getting to DM
Rebuttal Every Objection
Enthusiastic Voice Quality
Quality Control Standards



PRODUCTION

300 points
(with Coaching assistance)




MANAGING YOUR FILES

File management becomes an issue with most sales executives from day one. Most of your calls are going
to be from cold calls. When your files get backed up you are then unable to make fresh calls to new
prospects! Some ways of avoiding this problem:

1. QUALIFIED CALL-BACKS ONLY
2. Don‟t set up too many callbacks for each day.( approx. 15 per day)
3. Don‟t skip files and pick the only ones you want to call.
4. Only try to make a first call contact twice – Rule: 2 and Out (no interest) the File
5. Don‟t try getting a DM on a call back phone call more then 3 times.
6. When leaving a message, do not leave more then 2. On the first one leave a short message - on the
second leave a little more detail. At that time you will no interest the file but you will still be able to search
it in the system if they do call you back.
7. Don‟t keep spending your time searching for calls.

You should be able to get through your morning callbacks no later then 9:30-10:00 am each day. You can
see where you stand in the system at any given time. Remember your time is money and chasing prospects
is non-profitable. In some cases (rarely) you may have a file or two that goes longer but only a few.

CALL ACTIVITY POLICY
Call activity plays a very important part in a Sales Representatives job here at NewPros® Communications
we ask that certain expectations be met regarding call activity to produce consistent sales results. The
following guidelines are designed to help all Sales Representatives achieve their goals:

                          300 to 350 per day
                5 to 10 per day
                          No more than 10
                          200 to 250 per day
                No more than 20 per day
                No more than 20 per day
                No more than 15 per day
                          No more than 75 per day
                No more than 20 per day
                140 to 175 per day (70% of answers)
                          15 to 20 per day (7.5-8% of answers)
                15 to 20 per day (7.5-8% of answers)
                2-5 per day (1-5% of answers)
Any Sales Representative not meeting these expectations on a consistent basis will be subject to coaching
steps.

CALL TIME POLICY

Consistent call time is a vital part of everyone‟s success here at NewPros® Communications. In order to
increase productivity the following call time policy is in place: Sales Representatives who have been with
the company for less than 2 years are required to have at least 30 hours of call time per pay period (an
average of 3 hours a day).

Account Executives with the company more than 2 years are required to have at least 25 hours of call time
per pay period (an average of 2 ½ hours a day).

If a sales representative fails to meet the above requirements, the following steps of counseling will be
implemented:

1st instance – Verbal Coaching
2nd instance – Written Coaching
3rd instance – Final Written Coaching
4th instance – Failure of Final Coaching

Management reserves the right to accelerate the Coaching steps up to and including termination if the sales
representative:

Fails to achieve 20 hours of call time in any one-pay period.
Falls below the minimum requirements in two consecutive pay periods.
Falls below an acceptable call time in any single day.

Any sales representative involved in training, meetings, coaching or using PTO will have the call time
requirements adjusted.

Coaching statements regarding call time carry a life of one year, and will roll back annually. For example,
if you were issued a Verbal Coaching on February 5, 2002, a Written Coaching on March 20, 2002 and a
Final Coaching on April 8, 2002, you would be at a Final Coaching status. If you have not missed call time
minimums after April 8, 2002, on February 5, 2003, you would roll back from Final Coaching status to
Written Coaching status. Still, having not missed call time minimums, on March 20, 2003, you would roll
back to a Verbal Coaching Status. If you then missed call time minimums on March 30, 2003, you would
be issued a Written Coaching and be at that level again.
FRIDAY WORK BOOK

Today‟s To Do List:

        -Up

           -Playing




 CLASSROOM EVALUATION GUIDE



Date:                             Trainer:



                                             POOR   OK   EXCELLENT

CURICULUM

1)      Structured Progression               1       2        3

2)      Program Format                       1       2        3

LEARNING

3)      Script & Rebuttals                   1       2        3

4)      Basic Computer Skills                1       2        3

5)      Painting Pictures                    1       2        3

6)      Sale-Makers & Closing                1       2        3

TRAINERS ATTITUDE

7)      Energy & Fun Factor                  1       2        3

8)      Clarity of Expectations              1       2        3

9)      Management of Group                  1       2        3

10)     Individualized Coaching              1       2        3

11)     Team Development                     1       2        3

12)     Examples & Role Playing              1       2        3
_______________________________________________________________________


TOTAL SCORE: ___________________

COMMENTS:


Classroom Training – Floor Expectations #1


Selling begins with the first objection.

I promise to rebuttal every objection.                 ______ initials

I promise to rebuttal every time.                      ______ initials

I promise to use the required rebuttals.               ______ initials


I understand that my reward will be success.
I understand that anything less will result in penalties against my success.


Name: _____________________________________


Signature: __________________________________


Trainer/Manager: ____________________________



Plan the Work / Work the Plan

Your objective everyday is to:

5) Give as many complete presentations…
6) To as many qualified decision makers…
7) That are looking to attract new customers
8) And do so with a peak performance.

To do this you will need to:

D) Be talking on the phone a minimum of 3 hours each day (CALL TIME)
E) During 3 hours, call 250-300 Accounts (Prospect Screens)
F) Of those screens, contact a minimum of 50-70 Decision Makers

If you do this effectively, you can expect:

5) 20-30 Complete Presentations
6) Of these, 10-15 will be solid prospects
7) Of these, you will average 1-2 One-Call Close Sales Each day
8) As your files grow, 1-2 Call-Back Closes Each Day
Your Time IS Money!




REFERENCE MATERIAL

Attendance
Absenteeism & Tardy Policy

Policy Statement: The attendance and tardiness procedures spelled out below should be consistently
applied to all employees and should enforced by all supervisors.
All absences and tardies will be written up as either “excused” or “ unexcused”.

Proper Notification
If an employee is to be late or absent, he/she must notify their manager or Director no less than ½ hour after
the start of their scheduled shift. It is essential for the employees to call in EVERY day that they will be
absent. In all cases, the employee is expected to give the reason and his/her expected time of return to
work. It is not acceptable to leave word at the front desk or with someone in your department. You MUST
communicate directly with your Director or departmental manager by 9:00am – Sales Floor;
8:30 am- Operations; each business day. If you are unable to contact either the above Managers, please
direct your call to Human Resources.
If proper notification is not received, the tardy or absence should be considered unexcused that day
regardless of the reason.

Unexcused Absenteeism
Team members that have


will be subject to progressive disciplinary action.

Disciplinary action is as follows.
Verbal Coaching
Written Coaching
Dismissal
Unexcused absences will have a life of 4 months
Work Days that are missed due to an unexcused absence/tardy will not be pro-rated for sales / ops goals.



Excessive Excused Absenteeism
Excessive excused absences, which influence an employee‟s ability to meet essential requirements of his/
her position, may be reviewed separately from the above procedures.
Within a 4 week period a team member is absent-
      - full days ( or)
    - ½ days
this will be considered excessive unless supervisor has pre-approved absence.
Excessive absenteeism will result in progressive disciplinary action.
Tardiness
During a 4 month period, if a team member clocks in late twice or in excess of 1 hour within a pay cycle
he/she will be subject to progressive disciplinary action.
Team members will have a 5 minute grace period for clocking in.

Definitions

Excused Absence or Tardiness

                        ted court subpoena
        -arranged absence approved by HR manager or Departmental Director




UnExcused Absence or tardy should be classified as such when the reason is not covered by the factors
listed above

UnReported Absence should be classified as an unexcused absence regardless of the reason. An unreported
absence of 2 consecutive days should result in a voluntary
quit.

Attendance and tardiness will be recorded on an ongoing basis beginning with the employees first day of
work – ( sales reps; once classroom training is complete )

The above policy should be consistently applied to all employees and fairly enforced by supervisors. All
employees should be expected to follow the above procedures so that we can work together to achieve a
smooth operation where dependability and responsibility are encourages.

Note:
                                  e time of an absence, it will automatically be applied to cover that
absence.
                               -day training period could result in immediate dismissal.
                                                                                           ed a minimum
of 3 days in advance and must be approved by the Director of Sales and Marketing. If the PTO for payday
Friday is not approved, the absence will be treated as unexcused. The sales representative will not be paid
for the day and will incur the appropriate number of infractions.

If a Sales Representative misses any time and does not have any PTO time available and is on commission,
the representative will have deducted from his pay the amount of hours missed multiplied by $10 or $12.
For example, if a Sales Representative with a $10 per hour base writes 1,000 points for the pay period and
misses one complete day and does not have PTO time available for the missed day, then the
representative‟s paycheck will be as follows:

$1.000 commission applied
$75 hourly rated deducted due to missing work with no PTO
$925.00 gross pay before taxes.
This is necessary for the company to ensure that a representative is in attendance for all scheduled hours
and calling time to maintain and build a profitable, productive sales file.
 DRESS CODE POLICY

Whether or not your job responsibilities place you in direct customer contact, you represent the company
with your appearance as well as your actions. Each of us will be expected to dress in a respectable manner
that reflects a positive image for both the company and ourselves. At times there are visitors and tours
going through this facility, common sense and good taste should be a priority. Clothing should always fit
properly, be modest and not worn or tattered looking. If you should appear in any of the inappropriate
guidelines, you will be sent home without pay to change. Management has the final determination if an
employee‟s clothing is within adherence to the dress code policy.

Appropriate Attire Monday - Thursday:Business Professional Required
Suits/Jackets/Blazers    Shirt & Tie      Dresses/Skirts
Hosiery Required Dress Shoes      Blouses/Sweaters
Slacks (neatly pressed)


Appropriate Attire Friday: Business Casual Required
Slacks/Pants (neatly pressed)      Casual Shirt     PantyHose (optional)
Sports Shirts with Collar Dress Shoes/ casual footwear      Capri Pants / Crop Pants
“Skorts” or culottes 1”above knee Suits/Sport Coats Dockers
Blouses Dress Shirts with or without ties   Knit Pants
Polo type shirts with collars      Sandals/Open toe/Sling back Shoes Company Apparel
Sweaters

Inappropriate Attire:
Shorts of any kind         Thong shoes or “Flip Flops”           Clothing with offensive language / pictures /
alcohol/ tobacco products
Halter or tank tops        Crop T-shirts or any attire that allows for a bare midriff       Clothing that is
too tight or too revealing
   Leggings        Spaghetti Strap shirts/dresses      Clothing that is torn or well-worn
Sweatpants, sweatsuits, or tracksuits, Sweatshirts     Jeans (colored, blue)       Sneakers



Random Checking on Incentives
Policy

Please be aware that, from time to time, sales that are placed after incentives are announced may be
checked for integrity against company phone and computer records. Disciplinary actions may be taken if
sales are held or placed prematurely during incentives.

File Manipulation
Policy

At NewPros® Communications we have a very good system in place, to provide all sales representatives
with prospects, to call on a daily basis. The types of files each representative is given to call, is determined
by the sales level that each representative has achieved. Our systems department puts a great deal of time
and money, into purchasing these leads and maintaining these files, in an effort to maximize the amount of
money that representatives make from these prospects.

In return, we ask that you treat these files as the valuable prospects that they are. The only reason that a
change should be made to a file is to update or correct that information, as provided by the prospect, when
you are speaking to them. We realize that a business may move their location. Once a sale is made, the
address on the screen is verified and adjusted if necessary. We also realize that businesses change
employees from time to time, and that may facilitate the need to change the contact name. If a prospect
goes unsold after a certain period of time, it will cycle out of that representative‟s database.

The way our system is set up, you can only change the company name or the phone number. Only one
such change can be made to any file. The reason for this is as follows; when we purchase leads, we know
that they are all legitimate, solid businesses. These businesses are then given extended payment terms by
NewPros®Communications. If a business calls us, or a referral is made to a business that is not in our
database, a request must be turned in to operations to create a file for that business. That new customer
must then establish credit with us. We invoice and track billing by account number. If a file is changed to
another business, they will have the same account number as another business, which may have an account
balance with us.

Under no circumstances should a file be changed to another business, be “disconnected” without making
every attempt to obtain a new phone number, or otherwise be maliciously destroyed. If a representative
needs to contact a customer or prospect that is in another representative‟s database, this should be requested
through their supervisor. “Stealing” another representatives files, or maliciously destroying files that are in
this company‟s database will be grounds for immediate termination.

Personal Telephone Call
Policy

It is important to keep our telephone lines free for customer calls. Although the occasion may arise that an
emergency may make it necessary to use the company‟s telephones, routine personal calls are only
permitted to be made during breaks and during lunch time. These calls are not to be made at any time from
your phone, as the time you spend on the phone talking to prospects and customers is logged. Your
supervisor can direct you to a phone that can be used during breaks and lunch time for personal calls.

Should an emergency arise during working hours that would force you to make a personal call, please see
your supervisor prior to doing so.

Long distance calls are not permitted at any time.


NewPros® Communications Guide for Handling Employee Issues

Our Philosophy: To be proactive with our people, by recognizing good performance and correcting
deficiencies instead of punishing them for it. We will maintain consistency in these areas.

What we will do:


rewarded.
                                                                                    tions.


The way we will do it:

Step 1: Provide Feedback

a. Begin with casual conversation providing feedback on a regular basis.
b. Follow up with a planned and documented Coaching Session.

Step 2: When Step 1 does not change behavior, if more serious issues arise, or when a clear policy violation
occurs we will follow the action steps below.

1. Verbal Agreement       2. Written Coaching Statement       3. Final Coaching

An agreement must be reached in order to continue the employment relationship.

Following these steps will benefit both the employee and the company. When a mutually profitable
relationship exists between the two, everybody wins.
 Career Path and Compensation Plan

NewPros® Communications values you and your success with the company. We realize that each of you
want to be challenged in your positions. Once you meet those challenges you deserve to be rewarded.
Because we understand this need, we have created a CAREER PATH that will give you upward mobility as
a sales person. The career path will give you opportunities to reach a higher level of success and be
promoted for doing so. With these promotions you will be rewarded with a variety of perks.


Throughout the CAREER PATH there will be three titles you can achieve.
1) Sales Representative
2) Account Executive
3) Senior Account Executive

Each level within the Career Path has Qualifications, Benefits, and Expectations to meet to reach the next
level. Attached you will find all the information needed to get you started on “The Road To Your
Success”.


Sales Promotional Levels

I. Sales Representative

Expectations

-Other accounts will be added as capabilities permit



Benefits
                                  g the training period, the Sales Representative will receive a Brown Name
Plate

                                                                         ntative will receive a company Golf
Shirt

Qualifications to be promoted to the Account Executive status


           th the company for six months




II. Account Executive

Expectations



                   itive professional attitude at all times

Benefits


                                                         eceive a Silver Name Plate

Qualifications to be promoted to the Senior Account Executive status
               e 1,200 points per pay period for six consecutive months

III. Senior Account Executives

Expectations


            aining classes
                                                                            -in status and quarterly lunch


Benefits

     time of promotion Senior Account Executive will receive Company Jacket


Additional Benefits – For maintaining quarterly expectations
                                            thday Off With Pay each year
                                               -In Status


Special Benefit – For maintaining quarterly expectations consistently for a year
                            count Executive maintains current status
         there will be a $1,200 bonus for averaging 1,200 points per pay period
         each quarter of the year



Career Path Implementation Process

1. All new hires as of September 1, 1998 will be under the new Career Path.

2. Sales individuals will maintain their current title as of October 1, 1998. To maintain the perks that go
along with the title, including the $500 bonus for qualifying, after March 30th, 1999 you will need to meet
the guidelines set out for you in the “Career Path”. This will allow two quarters for individuals to meet the
new qualifications. Before April 1, 1998 the stipulation of “time with the company” will be waved for the
title qualifications.



Career Path Guidelines

1. After March 30th, 1999 if you qualify for a title one quarter and the next quarter you do not meet your
production expectations, you will keep your title but you will not receive any perks that go with the title.

2. If you do not qualify for the perks of a title, you can re-qualify for them. In order to re-qualify, you need
to hit the production goals the next quarter. Once you re-qualify you will receive the perks again.

3. Career Path benefits earned are awarded once the quarter has ended and presented during the next pay
period following the end of each quarter.
Commission, Pay and Production
Policy

Commission and Pay:

One sales point is earned for each dollar sold on a monthly subscription. Points for a four- month only
order are calculated at 75% of the order amount, and one-time shipments at 20% of the order amount.
Points do not include amounts billed for processing fees, shipping and handling, tax or special charges.

After training, you are paid commission only once the minimum requirement of 900 sales points is reached
in a pay period. This is the only commission bracket and you will be paid as follows:

$12 per hour subsidy

$50 bonus plus $1.00 for each point, instead of the $12 per hour subsidy.

For example: If you earn 920 points and work 75 hours in a pay period, your gross pay for that pay period
would be $970. If you earn 2200 points in a pay period and work 75 hours, your gross pay for that pay
period would be $2250. If you earn 2200 points in a pay period and work 67 hours (using 7.5 hours PTO),
your gross pay for that pay period would be $2250.

Each Account Executive works 7 ½ hours a day. This totals up to 37 ½ hours a week. Each pay period
consists of 75 total working hours

Chargebacks do happen, and in order to help protect sales reps from being disrupted by large chargebacks,
commissions on orders of $500.00 and over will be paid once NewPros® Communications receives
payment. Commissions on these orders will be paid when each payment is posted to the customer‟s
account. For example, when the customer sends his first payment, Operations will post that to the
customers account, and then they will issue the first ¼ of the commission, due to the rep, on the check due
for that pay period. This process will continue until all 4 installments have been completed, unless the
account becomes delinquent or cancels.

If a sales representative misses any time and does not have any PTO time available and is on commission,
the representative will have deducted from his pay the amount of hours missed multiplied by $12 or $10.
For example, if a Sales Representative writes 1,000 points for the pay period and misses one complete day
and does not have PTO time available for the missed day, then the representative‟s paycheck will be as
follows:

$1,050 commission applied / $90 hourly rate deducted due to missed work with no PTO $960.00 gross pay
before taxes.

This is necessary for the company to ensure that a representative is in attendance for all scheduled hours
and calling time to maintain and build a profitable, productive sales file.

Production Requirements During Training:

“Small opportunities are often the beginning of great enterprises.” – Demosthenes. NewPros®
understands this concept, and we attempt to base our training program, so that increasing goals, help lead
training representatives to great achievement. The idea is simple; we provide a self-paced training program
with increasing minimum goals.
Here is how the program works. Below is a chart that will be the minimum goals for the entire training
program. These minimums are set to increase, as a training representative‟s product knowledge and phone
skills increase.
          ~ First Pay Period……………………………………………..300 points
          ~ Second Pay Period…………………………………………..450 points
          ~ Third Pay Period…………………………………………….600 points
          ~ Fourth Pay Period…………………………………………...750 points
          ~ Fifth Pay Period……………………………………………..900 points
* If you begin on the phones during the second week of a two-week pay period, your minimum goal is 150
points for that partial pay cycle. Your next pay period will be a full cycle, and your goal for that pay period
would be 300 points

Training Bonus



If they pass 300pts = $50 bonus
If they pass 450pts = An additional $50
If they pass 600pts = An additional $50
If they pass 750pts = An additional $50
If they pass 900pts = An additional $50 + their $50 commission bonus




If you pass 450pts = $50 bonus
If you pass 600pts = An additional $50
If you pass 750pts = An additional $50
If you pass 900pts = An additional $50 + their $50 commission bonus

                                 riod:

If you pass 600pts = $50 bonus
If you pass 750pts = An additional $50
If you pass 900pts = An additional $50 + their $50 commission bonus



If you pass 750pts = $50 bonus
If you pass 900pts = An additional $50 + their $50 commission bonus



If you pass 900pts = $50 bonus + their $50 commission bonus

If at anytime during the training period, a training representative is able to attain 900 points back to back,
they will immediately graduate from the training program and be moved to the veteran level.

During the training period there may be times when training representatives fail to achieve their pay period
goal. If this occurs the training representative may be eligible to receive an extension of that goal. To
receive an extension the training representative must have met all previous goals, while demonstrating
acceptable attendance, and the ability to apply coaching and direction. If a training representative is
granted an extension they would have their goal extended by one pay period. For the remainder of the
training representative‟s training period with NewPros®, he or she will have to qualify for a $10 base by
hitting that pay periods minimum. Any future pay periods during his or her training that the minimum is not
attained, he or she will be paid $8 per hour for that pay period. Training representatives will not be granted
extensions on the same goal in successive pay periods without extenuating circumstances.
Once the above goals have been attained, the training representative will graduate the program and be
moved to the position of sales representative.
Production Requirements After Training:

After the completion of your training period, you will have received the necessary training to be successful
in selling our product. As in any sales environment, there are goals to achieve.

Our minimum sales requirement is 900 sales points for all Sales Representatives out of training. We want
every Sales Representative to be successful. To help assure success, a coaching plan is in place to work
with Representatives who may be unable to achieve this minimum. This coaching plan is as follows:


                                 ts……….Written Coaching



After their initial training, if a Sales Representative is unable to attain 300 points in a pay period, or does
not attain the minimum 900 points for two consecutive pay periods that Account Executive will be eligible
for immediate termination. Please note that the minimum requirement for any sales representative that has
been with the company for one year or more is 1000 points.

Coaching statements regarding production carry a life of one year, and will roll back annually. For
example, if you were issued a Verbal Coaching on February 5, 2002, a Written Coaching on March 20,
2002 and a Final Coaching on April 8, 2002, you would be at a Final Coaching status. If you have not
missed production minimums after April 8, 2002, on February 5, 2003, you would roll back from Final
Coaching status to Written Coaching status. Still, having not missed production minimums, on March 20,
2003, you would roll back to a Verbal Coaching Status. If you then missed production minimums on
March 30, 2003, you would be issued a Written Coaching and be at that level again.

Please note: when PTO is taken to cover missed days, sales points will be pro-rated based on the average
daily points for that pay period. Minimum requirements may be adjusted at any time at the discretion of
the Sales Manager.
 Pricing Procedures


COD Charges:

         COD charges are $8.95 each on first shipment.

Shipping Charges:

         Orders                                         $5.95

         Orders sent OVERNIGHT                $20.00
         2nd day air                                    $ 8.95
         Email Transmission                             $ 5.95

Total order amounts $100.00 to $199.00:

First month has to be billed to a Credit Card, paid by Electronic Funds Transfer or COD. After the first
payment the rest can be set up on net 30 billing.

Total order amounts $200.00 and over:
The first month must be billed to a Credit Card, paid by Electronic Funds Transfer or COD plus a purchase
agreement or Subscription agreement needs to be faxed to the prospect, then signed and Faxed back to us
before the order can be saved.

One Time Shipments:

Must be billed to a Credit Card, paid by Electronic Funds Transfer or COD plus a purchase agreement or
Subscription agreement needs to be faxed to the prospect, then signed and Faxed back to us before the
order can be saved.


CUSTOMERS THAT ARE NOT IN OUR DATABASE NEED TO PAY BY CREDIT CARD,
ELECTRONIC FUNDS TRANSFER OR COD FOR THE FIRST 4 MONTHS.
Competitors

As you make your calls each day you will run into prospects who are using what they think is a competitor.
You will need to let them know why we are different what they are using. NewPros® Communications
does not have any direct competitors.

The first rule of thumb when you are talking with a prospect that is using another form of advertising is to
NEVER put down the competitor or knock down the competitor in any way. You do not want to imply to
your prospect that they made a bad choice. The last thing you are looking for is to put your prospect on the
defense.

What do you do if they are using other forms of advertising? Well first you ask probing questions to find
out the facts about the information they are currently receiving. Also it is a good idea to ask them if they
could change anything about the service they are currently using what would it be? This is your time to
start probing to find out who we are different from other companies.

You want to ask questions like:

                  How many names do you receive on a monthly basis?
                  Do you put the advertising piece together or do they?
                  Do you have to sign a contract?
                  What criteria are you currently getting with your list?
                  Are you able to get labels or diskettes?

Find out who and what your competitor is doing. There is no reason why you can‟t overcome this situation
and earn your prospects business; most prospects haven‟t tried getting in touch with new homeowners.
Keep in mind as well that some prospects see other forms of advertising as competitors. (i.e. newspapers,
directory books, phone book etc.)

Let‟s put competitors into perspective. NewPros® Communications really does not have any direct
competitors. There are companies out there that do similar services but not like us. When talking with
prospects let them know how we are different!
 FIG-9 Competitor Screen

Getting to Know You
Welcome Wagon



New Mover


Community Survey
Welcome Neighbor

Our Town




Moving Targets




Statewide Data Services


 Homeowners Marketing Services
(Out of California)


 Homefacts
(Out of Hilliard, Ohio)



Experian


 Sales Guideline Monitoring Policy
It is very important that all sales representatives follow certain guidelines set forth by NewPros®
Communications to facilitate quality in presentations and sales. To help assure that these guidelines are
met, we have a system in place to randomly monitor phone calls made by sales representatives. A “sales
guideline monitoring form” is completed during each of these monitoring sessions and made available to
the sales representative and their sales manager to review and make any necessary corrections to that
representatives presentations. Because quality in presentations is vital to the well being of the company,
and the development of a good sales representative, coaching will be necessary if corrections are not
followed. This policy is based on a point system.

By closely following the sales guidelines, you will reduce charge backs and cancellation in verification as
well as improving your customer‟s satisfaction. If you receive a “no” on a sales guideline-monitoring
sheet, the point values are as follows:

4 month Continuous Requirement
2 points Avoidance of Deceptive Phrases
2 points Avoid information is Exclusive
4 points (*Note: This will move up 2 levels in coaching)


Price per month Pay terms without net 30 benefit Place immediate and explain       Prospect
Decision Verbatim Confirm.        No Long Term Contract # of Families as an average
         Complete and Accurate info
1 point 1 point 1 point 1 point 1 point 1 point 1 point 1 point

If you attain 2 points, then a verbal coaching is issued. If you attain 4 points, then a written coaching is
issued. If you attain 6 points, then a final written coaching is issued. If you attain 7 points, a failure of final
coaching is issued. By closely following the sales guidelines, you will reduce charge backs and cancellation
in verification that results in satisfied customers and larger paychecks.

The additional categories on the sales guideline monitoring sheets are more selling skill related rather than
quality related guidelines. These categories have little effect on charge backs or cancellations during
verification. In light of that fact, these categories will not be included in coaching process if you receive
“no‟s” during monitoring by quality control. What will happen is that “no‟s” will trigger feedback to be
provided specific to the cause of the “no”. Those categories are listed below.

Competitor Details      Multiple Closing Recognize Buying Signals Rebuttal including
Competitor
Provide FeedbackProvide FeedbackProvide FeedbackProvide Feedback

Points received for Quality Monitoring will have a life of 91 days. Coaching steps will be calculated
nightly and will roll forward or backward according to that days point level.

Monitoring Screen



Forfeiture of Points
Policy

NewPros® Communications requires certain guidelines be met on larger orders that are placed and when
special pricing is involved. Any order that is placed over the amount of $200, regardless of payment terms,
requires that an agreement be signed and returned before the order is placed in the system by the Sales
Representative. If the order is a monthly subscription, a “Subscription Agreement” must be signed, if the
order is a one-time shipment, a “Purchase Agreement” must be signed. These agreements must be turned
into the Customer Relations Department at the time the order is placed in the system. Should an order that
is $200 or over be saved in the system prior to receipt of the signed agreement, the Sales Representative
will forfeit any points that would be paid on that order.

In the proceeding “credit policy” certain credit terms are required for new customers, customers not in our
system and larger orders are detailed. In certain cases, credit card or COD advanced payment may be
waived by the Customer Relations Department and “net 30 day” payment terms granted to that customer.
This would be at the discretion of the Customer Relations Department after considering many factors
including type of business, payment history if any, and any number of issues that may be relevant. It is
important that these situations are submitted to Customer Relations for advanced approval, prior to quoting
terms to the customer and/or saving an order in the system. Should an order that our system requires
advanced payment by credit card, electronic funds transfer or COD be saved in the system with a customer
understanding they will be billed, and prior approval is not documented, the Sales Representative will
forfeit any points that would be paid on that order.

NewPros® Communications offers a “volume discount guide” to assist Sales Representatives in
discounting larger orders. This guide is to be followed as a bargaining tool or to combat a possible
competitor of NewPros® Communications that may offer your prospect a lower price. In certain cases,
special consideration may be made to go below the “volume discount guide” should a competitor or special
circumstance be involved. This would be at the discretion of the Customer Relations Department after
considering all factors involved in pricing of that order. Any special pricing below “volume discount
guide” would require advanced approval prior to quoting that price to a customer or saving an order.
Should an order be saved in the system with the customer understanding their price is below “volume
discount” price, and prior approval is not documented, the Sales Representative will forfeit any points that
would be paid on that order.




Credit
Policy

NewPros® Communications has in place a credit policy designed to protect the best interest of the
company and the Sales Representative. This policy is as follows:
1) First Time Customers/Call-in and Referral Customers*
a) Any call-in and/or referral customer* must prepay in advance their first order, regardless of amount, by
credit card (in the event that the customer cannot use a credit card for that purpose, COD is a possible
option).
b) A call-in and/or referral customer* can set up an order on “net 30 day” terms only after prepayment of a
one time shipment is made by credit card (or COD payment is received by NewPros® Communications and
credited to that customers‟ account).
c) A call-in and/or referral customer* that is a bank, may be set up on “net 30 day” billing terms provided a
signed purchase or subscription agreement is obtained but only upon the approval of the Operations
Department.

2) Former Customers
a) Orders under $200 will be granted “net 30 day” billing terms provided that customer has an acceptable
payment history by means of “net 30” or advanced pay by credit card or COD.
b) Orders $200 or more may be granted “net 30 day” billing terms provided that customer has an
acceptable payment history by means of “net 30” or advanced pay and a signed purchase or subscription
agreement is obtained.
c) Orders $500 or more must have advanced approval by the Customer Relations department for “Net 30
day” billing terms.
d) Sales Representatives must submit a Customer Action form request for payment terms and once
approved, and the order placed, submit a Same Day Change form to have payment terms adjusted.

3) Active Customers
a) Orders $200 or more will be granted “net 30 day” billing terms provided that customer has an acceptable
payment history and a signed subscription or purchase agreement is obtained.
b) Orders $500 or more will require advanced approval by operations for “net 30 day” billing terms and
require a signed subscription or purchase agreement.

      -in and referral customers constitute businesses that have not been part of our database but have had
a new file created. Companies that exist in our database are established businesses.



1) Previous orders that have been paid are equal to or greater than 75% of the new order amount.
2) Customer has paid all invoices in a timely fashion and have not been in collections. Customers‟ account
history will be reviewed by the Customer Relations Department to make this determination.
A past due customer enters collections when they have not paid their bill and it is more than 30 days after
payment was due. At this point, when a customer enters collections, they will not be sent any more
packages until a payment is received and the account is caught up. In the case of a new customer, a total of
4 packages will be sent first, before shipping is suspended. If the customer wishes to continue with the
service, when they pay their account up to date, we will begin sending packages again on their next
scheduled ship date. If the customer wants to receive any of the information they missed while in
collections, customer service can send them a one-time shipment of any of those months.

PLEASE NOTE: Any subscription of $200 or more per month, or any one time order of $200 or more
must have a signed subscription or purchase agreement obtained prior to saving the order.


Charge Back
Policy

The goal of NewPros® Communications is to encourage the growth of all sales representatives, while
maintaining the integrity of every sale. Our goal is to have all orders to be accepted and paid for. With this
in mind we have formulated our Chargeback Policy.

There is a four-month minimum on all monthly subscriptions. Should a customer fail to make payment on,
or cancel their order prior to their subscription ending, or not pay for a one-time shipment, a chargeback
will occur. If either of these instances happen, every effort will be made to collect those funds by our
collections department. Since our goal is to effectively collect on sales, and not harm any representative,
NewPros® Communications will not chargeback any order beyond 6 months, from the date of the first
shipment of that order.

To alert a representative about the possibility of a chargeback, the Operations department will issue a
“Notice of Potential Chargeback”. If an order is canceled in the same pay period the representative will
receive a Deduction. This deduction will alert the representative that the order will be removed from their
electronic pay sheet. Since there are no monies being paid, this will not impact your chargeback
percentage.

A partial or multiple chargebacks can occur. One instance would be if a customer cancels an order before
the final package is shipped. At that point a chargeback would be issued for the remainder of the
subscription. For example, if a customer canceled after 2 packages, then the representative would receive a
partial chargeback for 2 packages. The points would be prorated based on the number of months, so if this
had been a 100-point order the representative would receive a 50-point chargeback. Please note: If a
positive balance exists on an account, that dollar amount will be applied prior to calculation of a
chargeback.

Reduction of monthly subscriptions: If any reduction in price to a monthly subscription order occurs
within the 1st month of service, points will be charged back to the Sales Representative. If any reduction to
a monthly subscription order occurs past the 1st month up to and including the 4th month, this reduction will
be reviewed by Operations Management and a charge back may be issued to the Sales Representative. In
either situation, all points will be calculated and determined by the reduction amount of the original
monthly order.


NewPros® Communications understands the need for a set income for each representative, and has set
standards to ensure that level is attained. With this in mind, no chargebacks will be required of any
representative if they are going to fall below the 900-point minimum during any given pay period.

In the event any representative receives a chargeback, they will have 10 business days to work that account.
After that the representative will be unable to avoid receiving the chargeback. Any monies being deducted
will be based on the pay period the order was sold in, and no monies will be deducted if the representative
is below the 900-point commission level for that pay period. For example, if the representative were at
1,000 points and had a chargeback for 100 points, they would be left with 900 points for that pay period. If
they receive another chargeback in that pay period, there would be no monies deducted, because they
would be below the 900-point commission level in that pay period.

Monies deducted due to chargebacks will come from the current pay period if the representative is above
the 900-point commission level. If the representative is not above the 900-point commission level, the
amount to be deducted will be rolled over until the chargeback deduction has been fulfilled through future
commissions.

For example, if the representative is at 1,400 points in the existing pay period, and they received a
chargeback for 350 points, their total points would be 1,050 for that pay period. If the representative had
950 points on this pay period, and they received a chargeback for 100 points, they would receive 900 points
on that pay period and 50 points would roll over. Once the representative had another pay period over 900
points, the remainder of the chargeback would be fulfilled.

Chargeback percentages are calculated by looking at points sold verses the points charged back. If a
representative has a large number of chargebacks it will be addressed through the following procedures.

Coaching steps will begin, and follow if:
Your chargeback percentage is 10% or greater in one quarter.

Coaching steps are as follows:
Verbal Coaching
Written Coaching
Final Coaching

Chargebacks will be tracked monthly and disciplinary will be issued on a quarterly basis. However,
management reserves the right to accelerate the Coaching steps, if the charge back percentage for one
month or for one quarter is excessive. Coaching statements regarding chargeback percentage carry a life of
one year, and will roll back annually.


Premature Order Cancellation Callback
Procedures

1. Cancellation on Verification:
If a customer claims he or she did not order and the salesperson attempts to call the customer back, then
that return call must be monitored by the supervisor/coach and recorded on a tape recorder. If the order is
saved, then the customer‟s reason for cancellation must be stated and then submitted back to the Customer
Relations Department.

2. Premature Cancellations:
Any Sales Representative must have all attempts to save premature cancellations
monitored by a supervisor/coach. It is the responsibility of the supervisor/coach to ensure that the
customer‟s response is written on the blue slip. The “Notice of Potential Charge back/Deduction” is then
returned to the Customer Relations Department.

3. 90 day Probationary Period:
All employees in their first 90 days, when attempting to call back and save a premature cancellation, must
have the phone call monitored or taped by their supervisor. The results will be documented and initialed by
the Director of Sales. In the event that the supervisor verifies a third “did not order,” the employee will
begin the progressive steps of coaching.



SALES POLICY AND TRAINING MANUAL
I have, as of this day, received a cop
that this manual replaces any and all prior manuals listing policies and procedures of the company.

I agree to abide by the policies and procedures contained in the Sales Policy and Training Manual. I
understand that the policies and procedures contained in this Sales Policy and Training Manual may be
added to, deleted or changed by the company at any time.

I understand the material in this manual contains proprietary information and trade
Communications. I agree I shall not at any time during my employment or any time thereafter, disclose or
reveal, in whole or in part, directly or indirectly, for my own benefit or for the benefit of any person or
entity, any of the contents of this manual, other than in the direct performance of my duties while employed
at NewPros® Communications. I additionally understand that all materials in this manual will be covered
with me during training. I agree that I will be tested on this material and must obtain a score of 90% or
better to graduate from training.

I understand that this manual is the property of NewPros®, and agree to return this manual, in its‟ entirety,
to NewPros® in the event that I am no longer an employee of this company.

If I have questions regarding the content or interpretation of this Sales Policy Manual, I will bring them to
the attention of my Manager.




Name____________________________________________ Date__________________



Employee Signature_______________________________________________________
SUPPLEMENTAL TRAINING



Confidence and Attitude

You will learn that your confidence level, your attitude and your energy level that you
bring to the floor is very important in every phone call that you make.

Key Points:
1) When you go into your presentation and you sound monotone or „down on yourself‟;
   your prospect will likely not listen to you. (Give example of monotone and say “see,
   you have all tuned me out.”)
 Who here has attended a seminar? Note how the speaker or leader walks around
   during their presentation. The participant‟s eyes follow you and keep their interest
   (show example). This shows confidence. While you do not have the luxury of your
   prospect seeing you, you can still show energy through your voice. Constantly
   change your tone or pitch. Highlight key words as you go through your presentation.
   (give examples of highlighting words in the presentation and voice inflection.).
 If you just read through, you are merely a “script reader” and do not have the
   attention of your prospect. You have to get the prospect interested very quickly.
2) Does everyone in the class think our program works? Does everyone in the class
   have confidence?
 Hearing „no‟ eats at your confidence, getting an answering machine also hurts your
   confidence. You have to build yourself back up for the next call.
 Being prepared is a large part of confidence. You should go into every call expecting
   somebody to give you an objection. Should automatically be prepared to rebuttal
   every objection that is thrown at you. Know what to say, when to say it and how to
   say it. When you are given an objection, do not raise your voice, use a soothing,
   settling voice. Stroke the prospect, agree with their objection, and then rebuttal their
   objection in a way that they do not know they are being rebutted. Be calm and
   relaxed. Ask questions and get the real objection out of them. If they say, “I have
   more business than they can handle,” realize, often they are looking at today, not at
   the weeks and months down the road. Do not get nervous before making a call, talk
   to your prospects in a way that you feel comfortable with, just as you would a friend
   or family member.
3) Certain regions will require a faster pace, i.e. the East Coast. Your rate of speech
   should reflect the area you are calling.
 Take control of the conversation. You must have had confidence because you took
   this job. You have to have confidence resulting from sales you have made. You must
   carry this confidence on every call.
 Be ready for your prospect to answer the phone, confidently ask for your prospect,
   almost as though you know them.
                               Mirror your prospect
QUALITY ASSURANCE TRAINING


Introduction
Importance of Quality Assurance
    Evolution of Quality Assurance at NewPros Communications Inc
1)   Quality Monitoring Form
    Hand out example of form
    Explain who does Quality Monitoring
    Explain how to access form on system
    Discuss Disciplinary
2)   Emphasize benefits of adhering to quality standards
    Lower Charge backs
    Lower Cancellations
    Satisfied Customers leading to referrals
    More Money

IMPORTANCE OF QUALITY ASSURANCE

Making quality sales is vital to the success of an account executive. Quality sales help
ensure satisfied customers. A significant portion of our business is based upon referrals
from out current or past customers. It is very important that our clients receive clear and
accurate information and are completely satisfied with their order. To help insure that our
clients receive clear and accurate information, Sales Guidelines were developed. At one
point in time at NewPros, charge backs and cancellations were very high. Those charge
backs and cancellations could be traced back to various statements and claims being
made within sales representatives presentations. Those statements were identified and the
sales guideline monitoring form was designed to help sales representatives avoid saying
those key statements and ideas that were related to high charge backs and cancellations.
By avoiding charge backs and cancellations, sales representatives are able to increase
their total earnings. By having satisfied customers who receive exactly what they were
promised, referrals increased which again leads to more money for the sales
representative. That is the purpose of the sales guideline monitoring.

What you have in front of you is an example of the Sales Guidelines Monitoring form.
The form is broken down into 16 different statements. In the operations department, the
quality monitor will monitor sales presentations and listen for adherence to these
statements. The quality monitor will tape record each presentation he is monitoring.
During the presentation, the quality monitor will mark each statement that he hears
during the presentation. If the sales representative correctly explains the statement or says
the statement, he or she will be marked with a “yes”. If the sales representative does not
explain the statement or say the statement correctly, he or she will be given a “no”. If the
statement is not brought up in the presentation, then the quality monitor marks that
statement with a “na”.

The quality monitor will also place any pertinent comments under the comment section
regarding the call. These comments are very helpful and can be used to improve your
quality as well as your sales ability. Remember that the quality monitor listens to
everyone on the sales floor and has a very good idea of what types of presentations are
effective. He often will put those suggestions in the comment section on the quality-
monitoring sheet. After the quality monitor is finished monitoring, a sales representative
can access any monitor sheet that was completed by the monitor on the sales
representative. It is very important to access your reviews. In the action menu, simply
click on sales review and all of the monitor sheets that have been completed on you will
be brought up. After reviewing the sheets, there is a section for the sales representative to
add comments. Please indicate in this section that you read over the review. After placing
your comments, click on the button that reads “reviewed”. This is very important because
this indicates to the system that you have completed the review. You should regularly
access the sales review section of the action menu. By doing so, you will be constantly
aware of how you are doing quality as well as receiving suggestions on improving your
presentation. Another reason it is important to regularly access your reviews is due to the
fact that disciplinary action is taken if a sales representative accrues too many “no‟s”.
Each “no” that a sales representative receives points. The statements involving deceptive
statements, not explaining exclusivity, explaining 4-month minimum are worth 2 points
for each no, all other statements are worth 1 point. If a sales representative accrues 4
points, then disciplinary action begins. However, by carefully following the quality
guidelines and getting into successful quality habits, a sales representative never has to
worry about accruing points regarding quality.

By adhering to the quality standards, a sales representative will maximize his or her
earning potential. Charge backs and cancellations directly affect a sales representative‟s
income. Not adhering to the quality standards increases charge backs and cancellations.
Therefore, the better a sales representative incorporates quality standards into his or her
presentations, the better those sales will hold up and not become cancellations and charge
backs. By not having charge backs and cancellations, the more income a sales
representative earns. The better a customer understands how the program works, the
likelihood increases that the customer will use the program. We know that when the
customer uses our program effectively, they make money. When customers make money,
they are happy. They tell their friends and colleagues about NewPros Communications.
This translates into referrals and referrals translate into money. Money translates into
income for you. Money is what brings you into NewPros Communications and the sales
guidelines are designed to help you make even more money!!
                              Script Training
                               Instructor’s Guide


All scripts have a fundamental flow covering five points. We will explain what these
points are and what is accomplished with each of them. You must have a basic
knowledge of how to navigate through your script, cover all hot topics and be able to
transition to the next point fluidly.


 Qualify the business

 Introduction

 Interest gaining statement

 Explanation of service

   Transition to close


                             Qualifying your Decision Maker
The first sentence in your script allows you to qualify the business and insures you that
you have the correct company name. The decision maker name on the screen may or
may not be correct so an additional question may be necessary such as and you are still
the owner right? This will let you know if you have the true decision-maker.
Additionally, datamining is an interface part of qualifying. Datamining is gathering of
information to let you know if this is a quality business worthy of your full presentation.
Ultimately, if you are unsure if the business would benefit from your program, ask a few
questions such as do you do residential work? Or “what kind of work do you do?” This is
going to maximize your time effectively keeping your pitch to only qualified potential
customers.


Introduction
The purpose of an introduction is to allow the decision-maker to know whom they are
speaking with and the company you represent. Your introduction is very important in the
sense that it sets the tone for your call. A relaxed and confident introduction can ease the
decision-maker and allow for a more professional call.

S/B- Give an example of a confident relaxed introduction through tone and pace.

When a decision-maker senses a lack of confidence, they will immediately try to take
control of your call. You must be prepared for the call when it starts.
                              Script Training
                      Instructor’s Guide Continued


S / B- Explain three things a reps should know when entering a call. Who they are
asking for, what type of business they are calling, and where the business is.

Understand that your prospect should buy when they see your service as having value and
being beneficial to gaining new business. At any time, you may have to jump off script
to paint a picture. This means you must help the customer visualize their new
homeowners calling upon the prospects business. Don‟t forget to get back to the script as
soon as possible and cover all points. Once this is accomplished the decision to buy
becomes an easy one.

Attention Gaining Statement
You must have a statement to peak the interest in your decision-maker before you give an
explanation of the service or you will not have the full attention of the decision-maker.
NewPros incorporates an interest gaining statement with a question that allows you to
check that interest and make your customer respond.

Do you have any openings? Do you accept walk-ins?

The majority of your customers will at least have a business card to send out, although
you will occasionally run into someone who has nothing at all. This is an opportunity for
you to add an additional benefit to your service by explaining that‟s okay, we have a
user‟s guide that can help you with that. Transition back to the script and keep going…


Explanation of Service
After you have peaked the interest of the decision-maker you can begin explaining your
service knowing they are listening to you. When explaining your service, do so with a
slow, clear pace so the decision-maker is aware of exactly how our service works.

Transition to Close
A presentation is not complete with out a close. There is a proper time to attempt this.
First you must check the sense of value the customer has. We have put in a natural
transition that will check that value and solicit your right to close.

S / B- Give the sale maker question to class. Explain that when you receive a yes at this
point you have permission to start to close. Be sure to emphasize the importance of the
last line of the script in the sense that this is your right to attempt a close.

I addition to a five-point script, NewPros incorporates solid sales fundamentals increasing
your ability to give complete presentations.
                                      Script Training
                              Instructor’s Guide Continued


       S / B will give examples ( i.e. the following) of each.

       Yes Pattern:           Do you have something to send out like a business card or flyer?

       Remove Objection:      Qualifying the decision-maker will hinder the partner objection.

       Transition Area:       Great the reason for my call is…

       Temperature Taker:     Does that sound like a benefit to you?

       Closing Question:      All of my daycare owners tell me if they were to get one child each
                              month they would make______ dollars per month, I’m sure the
                              same is true with you too, Right?


Navigation
To navigate any script you must know what each of the five points in your script accomplish and
where they are. At that point you can begin to answer questions you customer might have and
transition back to your script without leaving any portion out. Understand that your script is
designed to lead your customer toward your ultimate goal- THE SALE, so don‟t leave any part
out.

There should be a natural flow to your presentation, controlling your call through your pace and
the questions that you ask. This is leading your customer down the path you want them to go.
Pausing in your pitch is also very important. You must know when to pause but most
importantly, when not to. You have to get through your introduction, qualify you decision-
maker, and incorporate an interest gaining statement before you allow a pause. Any pause
before this will result in false objections, as your customer doesn‟t know why you are calling yet.
Once you have interest you can start allowing your decision-maker to join into your call by
pausing and asking questions.


Transitions
Transitioning is the ability to go from one topic to the next smoothly. There are a variety of
transition statements in your presentation. By incorporating transition statements you have the
ability to take your customer where you want them to go, leading them through a complete
presentation. In addition to leading, a transitional statement will allow you to steer a customer
away from an area you may not want to discuss further and on to the next portion of your script.
This allows you to have another element of control on your call.
S / B- Encourage the group to tell you one or two transitions in the script. If they cannot be sure
to cover at least one or two and explain what they transition to.
                                    Script Training
                                    Student Guide


1.        List the five fundamental points of a script:
     A.
     B.
     C.
     D.
     E.




2.        What is a transition?




3.        Give an example of an interest getting statement:
      TECHNIQUES FOR OVERCOMING OBJECTIONS

      In almost every sales presentation at NewPros, the prospects have one or more
      objection. An objection is a barrier to sale. It's something that the customer puts in
      front of you as an obstacle. If this obstacle is overcome to the satisfaction of the
      customer, you get an opportunity to either continue your presentation or to close the
      sale.
A.    There are three types of objections:
(1)   Explicit Objections
(a)   An explicit objection is when the prospect tells you exactly how he feels: I think your
      price is too high. I don't like new move-in programs, etc. Explicit objections are
      responded to with explicit responses calculated to create the appropriate response
      from the prospect. Explicit responses are the easiest of the three categories of
      objections.
(2)   Implicit Objections
                  (a) When a prospect says he or she wants to think it over or they have a
                      few concerns and they'll get back to you, these are the signs of an
                      implicit or implied objection.
                  (b) An implied objection is when the prospect has an objection but does
                      not completely verbalize or cannot articulate it completely.
(c)   The best way to overcome an implied objection is to use the Probability Close - see
      Chapter 3
(3)   Hidden Objections
(a)   A hidden objection is when the prospect gives you no indication of a barrier to the
      sale or assures you that he is very positively inclined to buying the NewPros program,
      but in fact has already made a decision that when you call him back he will totally
      duck your phone call. Hidden objections are sensitive matters such as I don‟t trust
      you, I've heard bad things about your company, I don't like salespeople, I've been
      taken advantage of in the past, etc.
(b)   Only over time do you learn to master a true hidden objection. They are, however,
      some signs that can be uncovered by utilizing the Probability Close.
B.    At NewPros, objections can be divided into four methods of response.
1.    Some objections should be responded to by choosing the most appropriate elegant
      and eloquent verbal response
2.    Other objections should be acknowledged and agreed with. When prospect says that
      word of mouth advertising is successful advertising, you might want to agree with
      that objection but to indicate that unfortunately word of mouth advertising is a form
      of advertising you can neither predict or buy.
3.    Other objections should be delayed. It may be inappropriate in early stages of your
      presentation to get into a long debate on the value of newspaper advertising.
      Accordingly, you may ask the prospect if you may address that issue in a few minutes
      after you share with them more details about our program.
4.    Some objections should be ignored as they represent just rambling on the part of the
      prospect and nothing functional can be achieved by dealing with them.
       As an example, if the prospect goes into a long dialog about problems he is facing
       in his market area' why his market area is so unique, it may be better to just ignore
       that objection. If you show them how the program works in every state, the
       prospect may come to the realization that this is a program that has application
       everywhere.

       Finally, highly professional salespeople utilize the Quadrant Theory or Handling
       Objections. They develop four possible responses for every objection, not just
       one. For instance, if someone were to say that our price is too high at NewPros we
       must respond in 4 progressively aggressive ways.

 In Quadrant I we respond with a question: May I ask why you feel that way? It is
  possible that the prospect is confused about our price or hasn't made a fair
  comparison to other media. Sometimes by simply asking a question, you can point
  out to a prospect that their assumption was invalid or they didn't fully comprehend
  what was involved in the program.

 In other cases, you can honor the objection by saying: Many people feel that
  because we are a leader in providing new move in names, they couldn't afford our
  program. They felt it might cost many thousands of dollars per year, but they found in
  fact that our average cost is less than $2.00 per day and that we can generate a huge
  amount of additional sales volume for them.

 Sometimes you must politely push the prospect back and use what is called the
  Stinger Approach in handling objections. We decided at NewPros®
  Communications a long time ago, we'd rather apologize for our price just once
  instead of apologizing for the quality of our lists forever.

 Sometimes we must use what is called the segue approach, in essence taking
  away the control of the process from the prospect by saying: You know, Mr.
  Prospect, if you don't care about the quality of the lists and the results to you are not
  as important as what you spend, this might be the wrong advertising media for you. I
  might not be a good supplier for you.

   Great professional salespeople at NewPros learn that overcoming objections
   effectively and reflectively is the significant key to their success.
                                    Sales Hindrance
                                  Instructor’s Overview


1. How to handle objection and rejection

Emphasizes keeping a positive approach on every call and understanding that every objection is
an opportunity to close the deal.


2. Avoiding the Argument

Explains why a call may result in an argument and how to avoid that from happening. Also
addresses an unreasonable or belligerent customer.


3. Negative Emotion

Defines negative emotion and identifies some mental and physiological changes your body
undergoes that may prevent you from closing a deal.


4. Proper Rebuttals

Identifies and rebuts some of the most common objections.
                                      Sales Hindrance
                                      Instructor’s Guide


A sales hindrance is anything that can prevent you from controlling a call and closing a deal.
This can be anything from a prospect‟s objection to your attitude and level of emotion during the
call. Regardless of the reason, the end result is a mental or physiological changes in your
concentration, tone, focus, voice quality and confidence. The prospect can immediately identify
this and the deal is lost.


       1. How to Handle Objections and Rejections

       Keeping a positive attitude and mind set during every call is essential to your success.
       Understand that the customer‟s objections are not personal, but rather due to lack of time,
       interest or understanding of the value in our product. Treat every objection as an
       opportunity to close a deal. After the objection is overcome properly, the call should be
       positioned to close. Every rebuttal you make should end in an attempt to close the deal.

       2. Avoiding the Argument

       A call that results in an argument never results in a deal and the purpose of the call is lost.
       REMAIN CALM!! Arguments are usually the result of the customer feeling they are not
       being “heard.” Listening skills are essential to a smooth transition and delivery because
       you must incorporate what the customer is saying into your pitch.

       “Your absolutely right, John. You can get a hold of this information yourself at the
       courthouse – it’s public record. But by the time you gather the information, clean
       up the list so your not mailing to vacant lots, renters, commercial properties and so on,
       you’ve invested a lot more than the cost of my service per month.”


       This assures the customer that you are listening to what they are saying and not just
       reading to them from a script. Allowing the prospect enough time to speak and not
       talking over them also helps to avoid and argumentative customer.

       If the customer is unreasonable and argumentative, it‟s always better to thank them for
       their time and end the call. Remember, you are always the professional and must
       maintain a professional tone and attitude through every call.
                               Sales Hindrance
                       Instructor’s Guide Continued


3. Negative Emotion

Negative emotion can be the result of many different things (a previous call, an issue
outside or within the office, a missed goal, etc.), but will always result in hindering you
from reaching your true potential. Rapid speech, increased heart rate, stuttering, and lack
of concentration are some of the physiological changes your body undergoes due to
negative emotion. Unfortunately, all the above will result in an under-confident,
misdirected sales pitch. Keep in mind that every new call is a new opportunity and has to
be entered with a positive, fresh approach every time. Even though it may be the 100th
time you‟ve heard your pitch that day it‟s the first time the prospect has heard it, each and
every time.

4. Proper Rebuttals

The following is a list of the most common objections and their proper rebuttals:

A. “I‟m no interested.”

Well, how do you currently contact the new homeowners moving in and around you?

This question not only opens up the conversation, but also focuses on our targeted
audience. Because the customer can not answer with a yes or no, they will uncover a
need or a benefit that our product can provide.

B. “I have to talk to my partner.”

I understand you have a partner and you share the decision. If your partner says no,
are you still willing to give me a shot?

If the customer answers yes, you should close the deal on the spot. If they answer no,
then you should ask to speak to their partner, as they are the one clearly making the
decision.
                        Sales Hindrance
                Instructor’s Guide Continued


C. “I‟ve got too much business

I’m not talking about overwhelming you with business, John. Could you handle
another 3-4 new customers a month?

Every business owner can handle another few customers a month. This statement puts in
perspective the fact that picking up another 3 or 4 customers each month will make this
service profitable.

D. “Send me information.”

Well, understand what happens when I place your order. The first thing I do is send
everything to you in writing….(Continue with the Walk)

Look, I don’t have a big marketing plan, this is simply mailing labels and a list of all
the new homeowners in your area so you can get something out to them. The bottom
line is (Salemaker question and close).
                              Sales Hindrance
                                Student Guide


1. How to handle objection and rejection




2. Avoiding the Argument




3. Negative Emotion




4. Proper Rebuttals
FACING A COMPETITOR’S PRICE CUTS – SOME IDEAS:

   No doubt about it, once in a while you‟ll be faced by a price cutting fool. When it
    hits you, what do you do? It is hard to decide at any time, but likely the following
    thoughts should prevail if you are to survive a competitor‟s price cuts.
   Never let the dumbest (or the fattest) guy in town set your price. Remember how
    much more volume you need to get just to make the same profit dollars you would
    make without a price cut.
   Determine how much, if any, your customer will benefit from any price reductions.
    There may be a problem of “image” if you cut the price of your product. If your
    product is associated with “cheap”, you may rue the day you cut your price.
   Learn to resist the temptation to take action just for the sake of doing something.
   Be prepared to sustain some loss, but not all. Distress selling seldom gets any decent
    margin. All you move out is your better products and then all you have left is your
    Chapter 11 inventory.
   Don‟t believe that you competition has cut your price unless you can substantiate the
    fact. Never rely on a customer‟s word that “so and so” has cut your price. Get
    information before taking a price cut.
   Don‟t ever feel that price is either the cause of or the solution for a sales decline – it is
    usually something else like poor delivery, poor quality, inept marketing or bad service
    that causes a sales decline.
   Concentrate on the price of your total line of products rather than the individual
    items. Someone who requires a lower price possibly doesn‟t need as good
    merchandise as your standard product.
   Consider whether you even have the capacity to produce more quality product if you
    lower price and get an increase in demand. You may be able to.


WHAT TO DO WHEN A PRICE CUT IS LIKELY (OR A FACT!)

There are many things that you might do when you are faced by a cut in price by a
competitor. Let us consider some of the situations that might prevail and what you can
do about them:

Situation 1: You don’t know whether your competitor has cut your price or by how
much.

 Solution: Hold your price at present level and watch your Competitor, particularly
  your competitor‟s volume of shipments and receipt of materials.


Situation 2: Prices have been cut, for sure, and your volume is not affected.

 Solution: Hold your price level, unless you competitor‟s cut is likely to significantly
  affect your margin. Maybe your competitor is at or near capacity and can‟t supply any
  more.
Situation 3: Prices have been cut and your volume is being affected heavily.
 Solution: Consider whether you might able to stem your volume loss with Extra
   advertising or by way of additional promotion, service or package dealing. Consider
   especially how much your product image will be damaged by a price cut by you.


Situation 4: You are getting your pants beat off – cutting price is the only thing you
can do.

 Solution: If you must cut price, consider the following: Run a temporary “deal” if
  you can survive, to meet your competitor‟s price. Meet competition if the cut is 10%
  or less, on a short-term basis. Cut the line if your competitor‟s cut is to be permanent
  (unless, of course, it is your only line).
                                  Closing
                             Instructor’s Overview


1. Why do sales NOT occur?

2. Why do reps fail to close?

3. Keys to closing effectively.
                                       Closing
                                  Instructor’s Guide


Closing is the logical conclusion to all that has preceded the act of closing.

1. Why do sales NOT occur?
   A. Rep never closes
   B. Rep does not close early enough
   C. Rep talks over a close
   D. Repetitive use of the same close

2. Why do reps fail to close?
   A. Fear of loss
      1. Rep does not want to know the answer
      2. Rejection anxiety
   B. Listening skills are not as strong as they need to be
   C. Rep fails to rebut or rebuts improperly and then tries to close

3. Keys to closing effectively
   A. Listening Skills
      1. Qualifies and understands the objection
      2. Recognize buying signals
          a. Questions from the prospect
          b. Statements from the prospect
               “I do not like long term contracts.”
               “I‟ve tried this before.”
               “I do not give credit cards over the phone.”
   B. Close Early
      1. Take temperature
      2. Let‟s prospect know what you expect
      3. Eventually leads to true objection / concern

   C. Use all variety of closes
      1. yes / no closes
      2. Agreement closes
      3. Risk assessment closes
   D. Closing: Supporting "yes" decision
      1. We do not slam prospects into buying
      2. We make / allow prospects to see the potential from the yes decision
         a. Sometimes we are assertive based on the personality we are dealing with
         b. Always sincere
                                    Closing
                                  Student Guide


1. Why do sales NOT occur?




2. Why do reps fail to Close?




3. Keys to Closing Effectively:
FILE MANAGEMENT



1) How to set call backs up in the computer system.
    When you call a prospect and that person is not in, the following
     selections will return for a call back as noted:
    Contact out = 3 days return for call-back
    Answering machine = 3 days
    No answer = 3 days

2) How to eliminate “bogging file down” with prospects that cannot be reached and do
   not buy:
                   When a prospect asks you to call them back “tomorrow” or call back
       “in a week.”
    Ask them “if I call you back tomorrow or in one week, will we do business?”
    Probe them to find out if they will buy or are just putting you off.
    Determine if they are really a “hot lead.”
    Out of every 100 calls you make in a day:
    10 will be reached
    2 will cold close
    8 will ask you to call them back
               Out of these 8 that you call back, the average is, none of them will close.
               Best to push them to a “not interested” today, then if they call you back,
           they will still be in your file if they do.
               Be aggressive and let them know that you are not going to call again.
           Don‟t allow them to put you off again.
 “Talk to Partner/Wife” / “fax me information” and call me back in a week. - This is a
   smoke screen, they are not really interested, they just don‟t want to hurt your feelings.
   Probe to find the real reason they are not interested. Get them to give you their true
   objection, give them their true rebuttal.
    Immediate orders get the product in the customer‟s hands before they forget about
       it.
    Do not let files build up to the point that you cannot manage it.
    If you send someone a fax and they do not buy right away, simply “no interest”
       the file. If they call back, it will still be available to you; it just will not appear for
       a call back.
    Imagine your file as a deck of cards:
 You flip over a king today; it will not be an ace tomorrow.
 Out of 12 that ask for a call back, will only close one, but if you push for today, that
   is more likely to close today than when you call back (they know that you can be put
   off).
 You should only have 20 to 25 callbacks in a day – if managed properly, this should
   be people that you can call back and get a sale.
 A properly managed file equals more sales.

3) Impulse buys:
    Most people do not go to “buy a car” they go to “look at cars.”

4) How to assure receiving fresh calls on a daily basis.
    It is very important that you get fresh calls every day.
    The system will allow you 300 calls in a day, if you have i.e.: 250 callbacks, you
      will only be loaded 50 fresh calls and will have to weed through 250 calls that are
      least likely to reach someone.
5) Building a “pipeline”
    Justify a callback. Write only true sales on your “hot sheet.” Let the computer do
      the rest.
      IE: A prospect tells you to call back “at 2:00 will be less busy.” So….at 2:00 you
      search up that file and call back, what happens… they are not there.
    Train yourself to go from one call directly into another one.
    Use the “new call” button. It makes it quicker to get through calls.
    Everything ties into file management:
       Confidence
       Presentation
       Sales
6) Recap:
    Should be at 25 – 30 call backs a day
    Let the computer set your call backs up, do not use a hot sheet.
    Searching up a file for someone who is chronically not in makes you miss other
      calls that may be reachable and may buy.
    Don‟t let people put you off (might just as well get a no now than 2 days later).
HOME ORIENTED TRAINING


Introduction to Home Oriented

You have been successful with calling and selling our services and retail business. You
are about to start calling a whole new client base. With calling our home oriented
prospects you will be getting in touch with businesses that specialize in dealing with
homeowners. You will be calling businesses like landscapers, banks, mortgage
companies, remodelers, painters, and heating and air conditioning repairmen. These
types of businesses like others will have a use for our service. You have to “paint the
picture” to these types of businesses in greater detail.

Throughout this manual we will give you the knowledge you will need to successfully
sell home oriented prospects. We will give you some additional qualifying questions
along with “Hot buttons ”for you to explain to your prospect.



The Difference Between Home Oriented and Service and Retail

With service and retail businesses the new homeowner will be looking for those services
quickly once they move. Everyone needs to find a hairdresser, dentist, and a daycare
center. These types of services they will use on a regular basis. With home oriented
businesses like carpet cleaners, landscapers, and painters the new homeowner doesn‟t
think of those services right when he/she is moving into their new home. It is very
important that the home oriented businesses contact the new homeowner to make them
think of these types of services.
HOME ORIENTED SCRIPT



Hi! Decision-Maker, this is ________________ with NewPros Communications, how are
you? Does your company do residential work? Great, I work with (type of business)
nationwide to help get you in touch with every new homeowner moving into your area.
The idea is simple, now that these people have a (home, lawn, furnace etc) to take care
of; they are obviously a potential new customer of yours, especially since they don‟t
know the businesses in the area. Decision-Maker, do you have some printed information,
a flyer or business card you could send these folks?

                                             (F5)


I did a little research before I called you, and what I show in (zipcode/county) is an
average of _____ families moving in each month. Does your service area go beyond
this? Great, what I do is print the names and addresses of these new people on peel and
stick mailing labels, so you don‟t have to waste time hand addressing your
advertisements. I also give you a master copy list. That way, when they start calling you
back, you can track the service and know how much money it‟s making you. The lists
and labels come to you in the mail once a month, obviously making it a monthly service.
There is no year contract! I ask you to use the service for four consecutive months to
begin with. After four months your packages continue to come out on a monthly basis,
unless you decide to discontinue. In that case you just need to call me. It‟s really easy to
see how you can make extra money, Right DM?! (Prospect will ask price).




Decision Maker, for the list/labels, an average of ____ families per month you‟re talking
about a flat fee of $_____ per month plus shipping and handling. Decision Maker, I have
never worked with a (type of business) that isn‟t going to make at least $____ off of one
new customer. I would imagine the same is true for you too, Right?! (Prospect will say
yes).


CLOSE!!!!!!!!!!!!

Let’s get you started!
DIFFERENT TYPES OF HOME ORIENTED BUSINESSES

HO   TILE   Tile Dealers
HO   MISC   WAREHOUSE
HO   KC     Kitchen Cabinets
HO   LC     Landscapers
HO   LM     Lawn Maintenance
HO   MAID   Maids & Butlers
HO   MRTG   Mortgage Companies
HO   NU     Nurseries
HO   PAIN   Painting Contractors
HO   PC     Pest Control
HO   PE     Patio Enclosures & Decks
HO   PL     Playground Equipment
HO   SP     Swimming Pools
HO   STOR   Storm Windows & Doors
HO   TL     Tile
HO   TS     Tree Service
HO   ANTE   Antenna
HO   AW     Awnings
HO   BANK   Banks
HO   BR     Bathroom Remodeling
HO   CM     Cabinet Makers
HO   CY     Chimney Cleaners
HO   FURC   Furniture
HO   FN     Fence
HO   GB     Garage Builders
HO   GLAS   Decorative Glass
HO   IN     Interior Designers
HO   TOOL   SHEDS AND TOOLS UTILITY
HO   SE     SCREEN ENCLOSURES
HO   RCA    REMODELING AND REPAIRING
HO   HEAT   HEATING CONTRACTORS
HO   FURR   FURNACE REPAIR AND CLEANIN
HO   REWI   WINDOW REPLACEMENTS
HO   FLOR   FLOOR LAYING
HO   DOOR   DOOR AND GATE OPENING DEVI
HO   MEWI   WINDOWS METAL
HO   WIND   WINDOWS
HO   SHTR   SHUTTERS
HO   LAWN   LANDSCAPE EQUIPMENT SUPPLI
HO   CD     CARPET AND RUG PADS AND AC
HO   FLRC   FLOOR COVERINGS RETAIL
HO   SATE   SATELLITE EQUIP AND SYS RE
HO   HT     HOT TUBS SPAS
HO   DORG   Doors
PRESENTATION SKILLS

1. Building Rapport: Every individual is unique in some way or another. And every
   prospect you speak with is, in some way, different from every other prospect. These
   unique qualities may include the type of communication they will more easily accept,
   and therefore, the selling style that will be most effective at producing a sale for you.

   “Reading the prospect” involves sharpening your observation skills and your
   awareness of the reactions your communication is producing, in order to adjust your
   style to that which will more likely be accepted by the prospect you are trying to sell
   to.

   Here are some general guidelines for effective communication between you and your
   prospect.

2. Listen: You need to listen not only to what the prospect is saying, but how and why
   he/she is saying it. Are they aggressive or more passive, and to what degree? Are
   they speaking softly, loudly, or somewhere in between? Are their behaviors and
   mannerisms more conservative or casual, and to what degree?

   You can tell a great deal about what they‟ll accept in their communication and
   personal relationships by observing the way they are dealing with you.

   Since all you really have is a phone line, their words and tone of voice, you must
   listen more consciously and carefully to what these may indicate.

3. Each Prospect is an Individual: While your scripts, responses to objections, and
   overall presentation will be similar from one prospect to another, the way this is
   delivered may need to change, depending on the individual you are speaking with.
   This applies to the overall personality and behavior as well as any fluctuations in this
   on a day to day basis, such as changes in moods and what may be going on around
   them.

4. Pre-Conceived Notions: There are certain things that may be able to be determined
   about how to approach a particular sales cycle prior to contacting the person. For
   example, the type of business they are in can tell a lot about a person. The area of the
   country they are in can give an indication as to what to expect, due to cultural
   mannerisms or behaviors.

   Never develop a pre-conceived notion about a person because of these factors, or
   because that you have not heard or had any success calling that particular type of
   business.

5. Why is Rapport Important: You have a product that will be very valuable to your
   prospect‟s business. You know that, but your prospect doesn‟t know that until you
   tell him/her. In order for them to understand what it is you are offering, they must
   first listen to you and receive the message you are attempting to communicate. In
   order for your prospect to be willing to listen to your presentation, you must build
   rapport with that individual.

   Rapport is created when the two parties feel they are understood and have things in
   common or are similar. It is a feeling of being comfortable with the person and has
   everything to do with trust. Once you have built trust within your prospect your
   script now becomes a conversation. Throughout your conversation you will find the
   keys (what the prospects needs are, what areas he/she covers) to sell him/her.

   The key factor in having rapport with someone is to be similar to him or her. This
   applies to mannerisms, manners of speaking, and ways of thinking and attitude over
   the phone. Since rapport exists when these things are the same or similar, it can be
   built by copying these things, or matching your prospects mannerisms. If your
   prospect is speaking slowly, slow down your presentation. Adjust your selling style
   to match the personality you are dealing with at that moment.

   There are some aspects of the sale that require a bit more than simply “matching” the
   prospect. These include things such as enthusiasm, professionalism. Your
   enthusiasm should be just higher than theirs. A bit more enthusiasm than they have
   will easily acceptable and will tend to raise their level of enthusiasm. With
   professionalism, if your prospect has a more casual demeanor, you can adjust your
   approach to a more casual one, but you should always stay one level above theirs.
   You should never be less enthusiastic or less professional than your prospect.

6. “Painting the Picture” for Home Oriented: When “Painting the picture” for home
   oriented prospects, in the beginning you should focus on the basic script, this is where
   you will close most of your sales. The script has everything that you will need to start
   calling home oriented prospects. The script gives your prospect a reason why they
   should get in touch with new homeowners.

   Keep the following in mind when you are speaking to the home oriented
   prospect:

   “New homeowners spend more of their income customizing and upgrading their
   home during the first year following the purchase than at any other time.”

   This sentence covers the majority of businesses who specialize in home
   improvements, from painters and window companies to deck builders and pool
   installers. This statement is the basis of the home oriented script and will help you to
   close 80% of your sales.

   As you talk to more of a diversity of home oriented businesses, you will learn that
   many businesses have certain seasons in which they do the majority of their work.
   You will learn that lawn care specialists need to get to the homeowner early on in the
   spring as they have specific times throughout the year that they apply different
   chemicals. You will learn how alarm companies take a specific approach over the
   phone, while a deck builder would prefer to send something that shows off their
   work. The more you relate our product to their specific niche in the market of home
   services, the more rapport you will build and the more sales you will close.

   Following is an example of “painting the picture” when calling a heating and air
   conditioning prospect. You would start by suggesting a free inspection and air filter
   change on their existing unit. When their service technician gets to the home, they
   replace the air filter and put a new service sticker on the unit. Now, when something
   happens to the unit, the first thing that the man of the house is going to do is look at
   the furnace or air conditioning unit. When he figures out he doesn‟t know anything
   about the furnace or air conditioner, he will see your service sticker and give your
   company a call for service.

   When painting the picture with home oriented prospects, you might have to go into
   more detail than you did with service and retail prospects. When home oriented
   prospects see what you have to offer in a way they can relate to, you are all the closer
   to making that sale.

7. Qualifying Questions: In the beginning of your presentation with your home
   oriented prospect you can ask a simple question to see if they do residential work.
   That question would be; “Do you do residential work?” This will force the prospect
   to give you an answer of “yes” or “no”. If the answer is “yes” go on with your script.
   If the answer is “no” asking him/her “Do you do strictly commercial business?”
   Again you will get a response of “yes” or “no”. If “no” the prospect does both
   residential and commercial business. You can ask your prospect if they are looking
   to build up their residential side of their business. These questions will help you
   qualify a good prospect that can use our service. If you get a “yes” answer to your
   question “Do you do strictly commercial work?” Thank the prospect for their time
   and move to your next call. Don‟t waste your valuable time on a prospect that will
   not have any use for our services.

   There are some specific questions that you ask. The question mentioned above is a
   generic question that will work with the majority of your home oriented prospects.
   There are some home oriented prospects that need a specific question. These
   prospects would be banks, mortgage companies, and investment brokers. The most
   common question that you can a bank is “Do you do personal lines of credit?” This
   will open the door to a conversation with the branch manager on how these new
   homeowners will be looking for a bank to help them purchase new furnishings and
   possibly new car loans. With mortgage companies you can ask a couple of questions.
   The first question you can ask is “Do you do home equity loans?” or you can ask,
   “Do you do second mortgages?” These questions should qualify your prospect so you
   can see what type of service he/she would be interested in. When talking to a prospect
   that is an investment broker, you can ask him/her “Do you handle individual
   investment portfolios?”
8. Hot Buttons: Throughout your presentations you will be able to use “Hot Buttons”
   to spark the interest of your prospect. These “Hot Buttons” can be used when you are
   “painting” your picture to the prospect. The following are some examples of “Hot
   Buttons”:

   Air Conditioning & Heating: Tell them they can send the new homeowner a service
    sticker that the new homeowner can place on their heating or air conditioning unit. If
    the homeowner has a problem with the unit their name will be on it for them to call
    for service.

   Antenna: Tell them that they can offer either the full size dish or the 18” dish to
    customers that might be in areas that cable is not available.

   Art Dealers: Tell them that people who have purchased high dollar homes will want
    that home to look perfect. Even the ones who are not art fans would be in the market
    for art at this time.

   Cabinet Makers: Cabinet makers do custom work. Talk to your prospect about high
    dollar homes. When someone buys a home they often remodel the kitchen and
    bathroom design to fit their needs. Most of the new homeowners will do this within
    the first year.

   Chimney Cleaners: When talking to these prospects, their peak time is the spring
    and fall. The new homeowner will look for someone to clean their chimney before
    the winter so their fireplace will have proper ventilation.

   Furniture: The new homeowners current furniture may not match carpet, the paint
    on the walls of their new home. Also, they will have extra rooms that they will need
    to be furnished.

   Fence: Talk to these prospects about high dollar homes. Also, if they do privacy and
    chain link fences. New homeowners will make a decision about putting up a fence
    very quickly within moving in.

   Fireplaces: You can talk to these prospects about selling new fireplace equipment
    and screens that surround fireplaces. Ask them if they also service the new gas
    fireplaces.

   Greenhouses: These prospects thrive on homeowners doing their own landscaping.
    Find out what they actually grow and sell. Do they have a full range of shrubs and
    flowers?

   Interior Designers: Talk to these prospects about high dollar homes. New
    homeowners wanting to make interior design changes to give it their personal touch.
   Landscapers: These prospects will take high dollar homes. You can talk to them
    about a service contract on their lawn and spring clean up. Ask then if they give free
    estimates on landscaping.

   Lawn Maintenance: They will generally have service contracts on spraying lawns
    with fertilizer and weed control. They will also mow lawns every week.

   Pest Control: They will want previously owned homes since new homes are treated
    after they are built. Sell them on the concept that new homeowners will want to have
    their house checked out for any pests.

   Patio Enclosures & Decks: These prospects will want higher dollar homes for
    sunrooms and decks overlooking their new property. They will also build decks for
    hot tubs.

   Playground Equipment: These prospects thrive on homeowners. Most new
    homeowners are a younger group with children. The new homeowner will want a
    place outside their home for their children.

   Remodeling Contractors: You can talk to these prospects about high dollar homes.
    Talk to them about 85% of our lists are previously constructed homes. Most
    contractors will do interior and exterior work. Also, they will remodel kitchens and
    bathrooms.

   Swimming Pools: Most of the new homeowners that have a pool have no idea on
    how to take care of it. See if the contractor offers a spring start up special. Also, ask
    if they install small in-ground and above ground pools.

   Sprinkler Systems: Most new homeowners want their lawns to look as good as their
    new neighbors. With most summers as hot as they are the grass burns up and goes
    dormant. With in-ground sprinklers they have a green lawn like their new neighbors.
    Also, ask if they service current sprinkler systems.

   Tree Service: You can talk to these prospects about homeowners not having the
    proper equipment to trim or remove unwanted trees.
INSURANCE TRAINING


1. Why Insurance Agents Buy: Many insurance agents use our services to promote
   their services. Often, an agent will use our list for marketing their property and
   casualty policies. This would include insurance on the property itself.

   Other agents will use our listings to sell life insurance. This is basically a life
   insurance policy on the homeowner, and often will cover the mortgage on the home
   in case of a death to the homeowner. This is commonly needed so that in the event of
   one party‟s death, for example, the home would be paid off and they would own the
   home, no longer having to make those mortgage payments.

2. Understanding X-dates: When purchasing a home the new homeowner usually
   chooses their insurance agent based on the recommendation of the banker or
   mortgage lender. Sometimes they also call on the agent who handles their automobile
   insurance. After all, people are more comfortable dealing with one individual for all
   their insurance needs. Just because one insurance company can offer low rates on
   auto insurance does not mean they have the best deals on homeowner or life
   insurance.

   What we are trying to do for the agent is get them in contact with homeowners who
   are in a position to consider switching insurance companies. That means getting them
   into contact with people who have been living in their homes about nine months. This
   will be the time when they are coming up on their first annual renewal on their
   homeowner‟s policy. Most insurance agents will want phone numbers for these
   potential new customers. Therefore a list is necessary.

   An “X-date” subscription is the same price as a normal “current data” subscription.
   An agent would, for example, receive on the first week of July a list of homeowners
   who bought their home the previous October. The following month, in August, the
   agent would receive actual home closing for the previous November.

3. Life Insurance: As life‟s situations change, life insurance needs change. The
   purchase of a home brings many changes. A homeowner, who just took a job
   promotion to a new city, moving into a bigger, more expensive home, will need their
   current life insurance policy upgraded. Life insurance agents will want to focus on
   people who just bought a higher dollar home, because there is a greater likelihood
   that this is not their first home. There fore these homeowners will be more likely to
   need a policy updated to account for their new lifestyle.

   Most life insurance policies are designed to pay of an existing mortgage as well as
   provide the spouse with the equivalent to several years income. A more expensive
   home brings with it a higher mortgage. A new policy is needed to account for these
   changes. This is called mortgage protection.
      When talking to life insurance agents, explain to them that these new homeowners
      will mot have enough on their current policy or will not have a current policy at all.
      Have your prospect picture a young family buying their first home they have property
      and casualty insurance but no life insurance. One of the new homeowners passes
      away, and leaves his/her family behind. If this person was the breadwinner of the
      family, this family has lost most of their income. With life insurance, it will give that
      young family a start at making a life without the breadwinner.

4. Financial Planners: You also will be contacting prospects that deal with individual
   investments and provide financial planning. Some investors will offer seminars on
   estate planning. The will want to target high dollar, high equity home to reach people
   with money to invest. When talking to these prospects, they will be very direct and
   precise on what type of lists that they will use.

****Note: All insurance agents and financial planners are salespeople. They will be very
sharp and most of them have heard of a “x-date” program and may have used listings in
the past. When calling these types of prospects you need to be confident and know your
service.




DIFFERENT TYPES OF INSURANCE

INS    FI       Financial Planners
INS    I        Insurance
INS    INVB     Investment Companies
INS    LIFE     INS LIFE
INS    INVC     Investments
INS    FIB      Financial Planners
INSURANCE SCRIPT


Hello, this is __(your name)___ with NewPros® Communications. “Do you
write homeowners insurance?” If yes, continue with script “A”. If no,
continue with script “B”.

Script “A”---Great, what I am calling about is an x-date program that will
get you in touch with new homeowners 2-3 months before they come up for
their    first annual renewal of their homeowners insurance.            Most
homeowners will go with whomever the bank suggests for the first year. A
lot of times a homeowner will not be satisfied with their current agent. The
information that we provide you is the purchased price of the home,
mortgage amount, lending institutions name, the homeowners name, 45-60%
telephone numbers, and a file date so you can see when they closed on their
home. “Would you be interested in an X-date program?” If yes, customize
his/her areas and CLOSE the sale…

Script “B” – Well, “Do you write life insurance policies?” Great, what my
company does, is we publish new homeowner leads. This allows you to get
in direct contact with the homeowner and discuss life and mortgage
protection insurance. The homeowners now have a new mortgage they need
to protect. The information that we provide would give you the purchase
price, mortgage amount of the home, lending institutions name, buyers
name, 45-60% telephone numbers, and a file date so you can see when they
closed on their home. “Would you be interested in getting some leads for
life insurance? If yes, customize his/her areas and CLOSE the sale… If no
at the end of your presentations, ask them, “Are you currently writing
new policies?” If yes, uncover the real objection and answer it thoroughly
and customize areas. If agent is not currently writing new policies, thank
him/her for their time.
TAX TRAINING


1. Tax: Many Tax Professionals will use our program to promote their services. Taxes
   are becoming more and more complicated year after year. If a person moves from
   one state to another, they will have to do two different tax returns, one for each state.
   This can be extremely difficult, thus the need for an accountant becomes a necessity.
   The homeowner has recently moved away from the tax consultant that he/she has
   used in the past. The homeowner now will be looking to replace his/her old tax
   professional with someone that they can trust.

   When a family purchases a new home, they will always be presented with a brand
   new tax situation. New homeowners may not be aware of the tax savings benefits to
   which they are entitled. If the tax professional can get a message out to these
   individuals, they will be more likely to turn these new homeowners into long term
   clients.

   Most accountants will want to customize their order by certain zip codes that they
   want to target. Accountants may want to target high dollar homes to deal with more
   affluent people.

2. One Time Order and Follow-up Subscriptions: When you get into a discussion
   with a tax professional, talk to them about a one-time shipment and follow up
   subscription. The one time subscription will give your prospect everyone who has
   purchased a home in the zip codes that they choose from the beginning of the year to
   the present day. This allows the tax professional to do a mass mailing right before or
   at the time the homeowners are receiving their W-2‟s from their employer. This
   helps the tax prospect get in touch with the homeowner when taxes are fresh on their
   mind. Also, the follow up subscription will insure the tax prospect that he/she will
   receive the remainder of the new homeowners for that year. Always set a stop date
   on your subscription to end.

   Accountants will generally ask more specific and detailed questions about the
   program. Keep in mind that they are professional. A professional attitude or pitch
   over the phone is a necessity.
TAX SEASON GUIDELINES (change year from year, always
check for new updates)

Pricing:

   Tax professionals are a very important segment of NewPros‟ customer base. Tax
    preparation specialists have a very limited season, and localized market. They often
    limit their marketing efforts to early fall through the first of the year, and are very
    busy with tax returns January through April. We offer special “breaks” on minimums
    and pricing to tailor our services to these customers‟ unique marketing needs. The
    following offers are available ONLY to tax preparation customers.

   One Time Shipments – The system will provide you with a quote, and price breaks
    will be handled in the same way as with any other customer. Tax customers are
    allowed a lower minimum order amount as follows:
        -List and labels Tax Season minimum:      $167.00
        -Formatted File Tax Season minimum:       $198.00
        Standard commission for a one-time shipment applies.

   Follow Up Subscriptions – Tax customers may want a monthly subscription,
    supplementing their large mailing, to catch homebuyers who purchased later in the
    year. You can charge the same “per name” price as the one-time order. There is no
    minimum order amount or minimum number of months with this subscription. A
    one-time shipment must, however, be placed for this customer to have this offer.
    Commission will be paid on orders placed under these special circumstances as
    follows:
        1 Month only @ 20% of dollars available for points.
        2 Month only @ 40% of dollars available for points.
        3 Month only @ 60% of dollars available for points.
        4 Month only @ 80% of dollars available for points.
        5 Month only or more @ 100% of dollars available for points.

   Former Customers:
    If a customer was sold at a special price in the past, this does not mean that they will
    receive the same price each year. For former customers, complete a price break
    request and wait for a response. Do not quote your customer anything other than the
    price our system generates until then. New tax customers will not receive special
    pricing.
TAX SCRIPT


Hello, this is_your name__ with NewPros® Communications. Do you
handle individual tax returns? I have everyone who bought a home from the
beginning of the year to now, so they‟re all in a new tax situation. I was
hoping you could send them a card or flyer so they can see if you‟re who
they want to do there tax‟s or not. What we do is print their names and
addresses on self-stick mailing labels so you can send out a letter or postcard
letting them know about the service you provide. “Do you see how this
could benefit you?” (If they tell you they deal strictly with the more affluent
people, tell them that we can customize by the price of the home that they
have bought)

Once you have their interest established, go on with customizing their order
and close them.

DIFFERENT TYPES OF TAX BUSINESSES


Sub-category          name
Acbk                  accountant book keeper
Acct                  accountant
Tax                   tax preparer
Taxc                  tax consultant




Payment Terms:

First Time Customers/Call-in and Referral Customers*
 Any call-in and/or referral customer* must prepay in advance their first order,
   regardless of amount, by credit card (in the event that the customer cannot use a credit
   card for that purpose, COD is a possible option).
 A call-in and/or referral customer* can set up an order on “net 30 day” terms only
   after prepayment of a one time shipment is made by credit card (or COD payment is
   received by NewPros® Communications and credited to that customers‟ account).
 A call-in and/or referral customer* that is a bank, may be set up on “net 30 day”
   billing terms provided a signed purchase or subscription agreement is obtained but
   only upon the approval of the Operations Department.
Former Customers
 Orders under $200 will be granted “net 30 day” billing terms provided that customer
   has an acceptable payment history by means of “net 30” or advanced pay by credit
   card or COD.
 Orders $200 or more may be granted “net 30 day” billing terms provided that
   customer has an acceptable payment history by means of “net 30” or advanced pay
   and a signed purchase or subscription agreement is obtained.
 Orders $500 or more must have advanced approval by the Operations department for
   “Net 30 day” billing terms.
 Sales Representatives must submit a Customer Action form request for payment
   terms and once approved, and the order placed, submit a Same Day Change form to
   have payment terms adjusted.

Active Customers
 Orders $200 or more will be granted “net 30 day” billing terms provided that
   customer has an acceptable payment history and a signed subscription or purchase
   agreement is obtained.
 Orders $500 or more will require advanced approval by operations for “net 30 day”
   billing terms and require a signed subscription or purchase agreement.

    Call-in and referral customers constitute businesses that have not been part of our
    database but have had a new file created. Companies that exist in our database are
    established businesses.



Acceptable Payment History is defined as follows:

   Previous orders that have been paid are equal to or greater than 75% of the new order
    amount.
   Customer has paid all invoices in a timely fashion and has not been in collections.
   Customers‟ account history will be reviewed by the Customer Relations Department
    to make this determination.

PLEASE NOTE: Any subscription of $200 or more per month, or any one time order of
$200 or more must have a signed subscription or purchase agreement obtained prior to
saving the order.

-As always, a credit card is the preferred method of payment on any order of any size.

Failure to adhere to these terms can lead to cancellation of points and commission for the sales
representatives.

								
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