VIEWS: 80 PAGES: 81 POSTED ON: 8/22/2011
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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