zopim - generic sales training deck
TRANSCRIPT
communicate more.. CONFIDENTIAL
communicate more.. CONFIDENTIAL
Sales Training Manual
To help businesses using Zopim Live Chat further increase their sales
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So# Rules for Professional Chat
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! B -‐ Brief ! R -‐ Relevant ! A -‐ Appropriate ! P -‐ Polite
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Talk the Business Talk, Chat the Business Rap
B- RAP
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! Always give short concise answers ! If the answer is long, break them up and send them in several lines.
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Talk the Business Talk, Chat the Business Rap
B for Brief
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! Answer the quesAon directly, don’t say more than what you need to.
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Talk the Business Talk, Chat the Business Rap
R for Relevant
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! Determine and match communicaAon style. Respond appropriately to chit-‐chat
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Talk the Business Talk, Chat the Business Rap
A - Appropriate
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! Always be polite and respecDul. “Thank you” and “Please” goes a long way.
! “Politeness is to human nature what warmth is to wax.” -‐ Arthur Schopenhauer
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Talk the Business Talk, Chat the Business Rap
P - Polite
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Hard Rules for Professional Chat
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! Write complete sentences ! No more than 4 acAve chats at any one Ame
! Answer no more than 1 quesAon at a Ame
! No abbreviaAons / chat jargon
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Ettiquette
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! 1. Introduce Yourself
! “It’s my pleasure to assist you today. This is Emma, how can I help you?”
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Introduce Yourself
4 steps to close a sale
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Hard sell “Can I sign you up?”
SoU sell
“I will be glad to assist if you want to sign up.”
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Avoid the Hardsell, don't go for the "Yes" Ques@on
4 steps to close a sale
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! Case: When explaining (or selling) a feature
1. State the feature 2. Explain what this feature means to the
customer i.e. “What this means to you is…” 3. Summarize the value of the feature
4. Pose a quesAon to confirm understanding
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Relate to the Customer
4 steps to close a sale
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! Look for the following: 1. Compliments about the product
2. Cues that signals interest to buy product Examples: “What do I have to do now?” “Can you tell me which sizes are suitable for me?”
“When can I get the dress if I buy it now?”
! Then ask for sale Example: “Would you like me to send you the link to begin your order?”
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When to 'push' customer to buy
4 steps to close a sale
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1. Understand his problem 2. Verify his needs
3. Propose acAon
4. Ask what he thinks about the acAon
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Customer relates his problem, but does not ask for a course of ac@on
Scenario 1
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1. Demonstrate understanding
2. Recommend acAon
“I understand your concern, let me recommend…” “ Sure, I can understand why this is important to you.
Please let me…”
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Customer relates problem & ask for course of ac@on
Scenario 2
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Customer: “I have no idea why the shopping cart hang halfway. What should I do?”
“I apologise that this is causing frustraAon to you. Please hang on while I get my technical team to aaend to you.”
“I’m sorry to hear about this, please allow me to forward you to my technical team.”
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Customer relates problem & then asks for ac@on
Scenario 2
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Customer ask for acAon
Customer: “Is the promoAon sAll valid?”
Don’t : <paste url>. You can get the info here
Do : Let me get the info & paste it here for you. <paste url>
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Informing Customer what you would do before doing sth
Scenario 3
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Customer: “My name is Emily. I’ve a plan with XXX which ends in March.”
Not Impressive: “Please hold while I fetch the data.”
Impressive: “Could you please give me a moment while I fetch the data?”
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Taking an ac@on that Customer did not ask for
Scenario 4
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Customer: “I’m sAll very confused.”
Not Impressive: “I will give you a call right now.”
Impressive: “Would you like me to give you a call?”
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Taking an ac@on that Customer did not ask for
Scenario 4
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Ask for Permission!
Not Impressive: “Please email us the informaAon.”
Impressive:
“Would it be possible for you to send us the info?”
“Can I ask for your assistance to send us the info?”
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You need the customer to do something
Scenario 5
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When customer makes an objecAon
Accept it & suggest a possible course of acAon
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Scenario 6
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Customer: “I would like to think about this further.”
Impressive: “Sure, I understand your hesitaAon. If you wish I can set you up with a no-‐commitment trial. Would you prefer that?”
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Customer Objects
Scenario 6
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Customer: “I have to speak to my boss first.”
Impressive: “Let me leave the chat window opened so you can come back if you need any clarificaAons.”
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Customer Objects
Scenario 6
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Thank you for your Ame!
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Make a Great Impression Today!