Telemarketing Setup Menu 2-1

TELEMARKETING SETUP MENU

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU

DBS 2000 2-2

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Telemarketing Setup Menu 2-3

Te-2 TELEMARKETING SETUP MENU

Purpose:Use this file to set up default information within the telemarketingsystem itself. These defaults are set up for each individualtelemarketer so that the entry of information to the system during aprospect call is done more quickly and efficiently.

Access:Select [T]m in the Top Menu Level of the DBS2000 System. Then,within that, choose [2] to enter the Telemarketing Setup Menu. Withinthe Setup Menu, you must chose one of the options there.

Overview:The following is a listing of the set up or maintenance functions thatexist within this menu. For specific information on their use or set up,see the individual manual sections.

[2] Activity Type Maintenance

This function allows you to enter the telemarketing activitycodes that can be used within the prospecting module. Theseactivity codes reduce repetitive entry and allows you tocategorize your calls based on the type of activity that wasperformed.

[3] Category of Interest Maintenance

This function allows you to set up categories of interest thatyour prospects are interested in. These categories would be inrelation to the sales categories of merchandise that you sell.These categories can be used to send flyers and to better targetthe areas of interest of your prospects.

[4] Disposition Maintenance

This function allows you to set up levels of interest of yourprospects. By setting this up, you will be able to tell at aglance how interested they are in your products/services basedon the categories you set up.

[5] Sales Lead Control Maintenance

DBS 2000 2-4

As with all other modules, the control file of the TelemarketingManagement System, the Sales Lead Control Maintenance,allows you to set up the default information and division codesfor the Telemarketing Management System.

[6] Customer/Prospect Type Maintenance

This function allows you to set up the default type codes forprospects. This is the same file as in the Customer SetupMenu.

[7] Lead Type Maintenance

This function mirrors the Lead Type Maintenance function inCustomer. It allows you to set up default lead types so that youcan track where you found the prospects in the system.

[8] Prospect Equipment

In order to allow you to track pertinent information about thecurrent equipment your prospect has. This information isuseful so that when contacting the prospective customer, youhave all pertinent site information in front of you.

[9] User Preference

This function allows you to change user group preferences,information regarding data downloads and all defaults for thecurrent user regarding dialing times and dialing codes for theauto dial function of telemarketing.

See the individual manual sections for further information about any ofthese functions.

Activity Type Maintenance 2-5

ACTIVITY TYPE MAINTENANCE

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU [ 2] ACTIVITY TYPE MAINTENANCE

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Activity Type Maintenance 2-7

Tm-2-2 ACTIVITY TYPE MAINTENANCE

Purpose:This function allows you to set up standard activity types to be used inthe Daily Processing during a telemarketing session. It includesactivities that occur with the customer such as call customer back,rejection, send demo package, etc.

Access:Enter the telemarketing system by pressing [T]m in the Top MenuLevel of the DBS2000 System. From there, press [2] to enter the SetupMenu. Finally, press [2] to run the ACTION TYPE MAINTENANCEFunction.

By pressing the above sequence of keystrokes, you will automaticallybe placed into the Strip Menu for this function. All of the Strip Menuoptions function the same as throughout the rest of the program.Consult the front of this section for help on usage of the functions notexplained below.

Add:By pressing [A]dd the fields of this function will highlight and allowyou to create a new Action Type. The fields of this function are asfollows:

Activity: AlphaNum <= 4

Enter a code to be used to list this activity type. This is thecode that will appear on your screen when using the DailyProcessing functions.

Description: AlphaNum <= 46

Enter your full description of the activity code entered in theprevious field. This is the description that will appear in theBrowse Screen when you select to view all of the availableactivity codes.

Activity Date: Date = 6

Enter the date in which this activity code was created. This isusually today's date.

Form #: Numeric <= 5

DBS 2000 2-8

Enter the form number created in the Inter Office Mail Modulethat is to be used with this type of activity. If there is not aform to be used, simply leave this field blank.

Envelope: Yes or No Only

Enter [Y]es to print an envelope after each time this activity isperformed, or [N]o if an envelope is not necessary. This wouldbe applicable if a letter is being sent to the prospectivecustomer after each positive lead such as to send literature ora follow up letter.

Labels: Numeric = 1

If you are wishing to print labels, enter the size of the labelfrom [1] to [3] across. If you do not wish to print any labels,enter [0] in this field. This is referring to the number of labelsacross in a row that you have.

Sch-Appoint: Yes or No

Enter [Y]es if this activity type involves scheduling anappointment for each customer involved in this activity type, orenter [N]o if that is not the case.

Activity Type Maintenance 2-9

Creator: AlphaNum <= 19

Enter the name of the telemarketer who created this activitycode.

Cost: Numeric <= 9

Enter the cost of this type of activity to the company. Thisallows you to see what the cost of sending flyers, letters, etc.is to customers and whether or not the response from thisactivity is high enough to compensate for the cost.

By pressing [Enter] in the last field, you will automatically be returnedto the Strip Menu where you can choose another option. If you wish tocontinue to add Action Types, simply press [A]dd again.

Quit:When you are through entering all of the action types in this functionand do not wish to perform another option from the Strip Menu, press[Q]uit to leave this function and return to the Telemarketing SetupMenu.

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Category of Interest Maintenance 2-11

CATEGORY OF INTEREST MAINTENANCE

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] T/M SETUP MENU[ 3] CATEGORY OF INTEREST MAINTENANCE

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Category of Interest Maintenance 2-13

Tm-2-3 CATEGORY OF INTEREST MAINTENANCE

Purpose:Use the Category of Interest Maintenance to set up categories in whichthe customer is interested. The defaults that you set up here areavailable through the Telemarketing Main Menu. By being able to seeat a glance what the customer's interest area is, you as a telemarketercan focus on that area and perpetuate the possible sale.

Access:Enter the Telemarketing System by pressing [T]m in the Top MenuLevel of the DBS2000 System. From there, press [2] to enter the T/MSetup Menu. Finally, within the Setup Menu, press [3] to select theCATEGORY OF INTEREST MAINTENANCE function to allow youto set up the category of interest defaults.

Add:To add a Category of Interest Maintenance file press [A]dd in the StripMenu. The fields of this function are:

Category: AlphaNum <= 8

Enter the category of interest you wish to create. This wouldbe a category of your merchandise or services that thecustomer is interested in. For Example: If your company sellspools and spas, categories would be In-ground swimmingpools, spas, accessories, cleaning services, etc.

Description[1]-[5]: AlphaNum <= 40

Enter up to five full lines of description of this category.

Status: AlphaNum <= 1

Enter a user-defined status code for this category.

Status-date: Date = 6

Enter the date in which this status was entered.

Qut:When you are through entering the Prospect Items of interest, press[Q]ut to leave this function and return to the setup menu.

DBS 2000 2-14

DISPOSITION MAINTENANCE

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 3] T/M DAILY PROCESSING MENU[ 4] DISPOSITION MAINTENANCE

Disposition Maintenance 2-15

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DBS 2000 2-16

Tm-2-4 DISPOSITION MAINTENANCE

Purpose:By setting up defaults of the types of dispositions a customer has, thetelemarketer can see at a glance on the Telemarketing Main Screenwhat the interest level of the customer is in the interest area that hasbeen designated. This is helpful when trying to decide at what level tocorrespond to the customer.

Access:Enter the Telemarketing System by pressing [T]m in the Top Menu ofthe DBS2000 System. From there, press [2] to enter the Setup Menu.Finally, press [4] to run the DISPOSITION MAINTENANCEFunction.

By pressing the key sequence above, you will be sent into the StripMenu of this function. The options of the Strip Menu operate the sameway as the Strip Menu options of the other functions. If you need helpusing any of the functions that are not listed below, see the front of thismanual section.

Add:To add a Disposition Code to the system, press [A]dd in the StripMenu. This will highlight the fields of this screen and place the cursorin the first field. The fields of this function are as follows:

Disp-code: AlphaNum <= 1

Enter the code you wish to use to represent this disposition typeof job code. It may only be one character in length and of anyalphanumeric combination.

Disp-desc: AlphaNum <= 30

Enter the description of the code you used in the above field.

By pressing [Enter] in the last field, you will be automatically returnedto the Strip Menu at the bottom where you may chose to add anotherDisposition Code by pressing [A]dd again, or use one of the other StripMenu options.

Qut:To leave this function and return to the Setup Menu, press [Q]ut in theStrip Menu. From the Setup Menu, you may either choose another

Disposition Maintenance 2-17

Setup option or press [F4] to leave the Setup Menu.

DBS 2000 2-18

SALES LEAD CONTROL MAINTENANCE

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU[ 5] SALES LEAD CONTROL MAINTENANCE

Sales Lead Control Maintenance 2-19

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DBS 2000 2-20

Tm-2-5 SALES LEAD CONTROL FILE

Purpose:It is necessary to set up this function in order to use Telemarketing andsome of the other modules. This function controls the division codeattached to the telemarketing. This function also controls the paymentamount to be given to the telemarketer for each sales call or eachservice call.

Access:Enter the Telemarketing System by pressing [T]m in the Top MenuLevel. From there, press [2] to enter the Setup Menu. Finally, press[5] to run the SALES LEAD CONTROL FILE function. By pressing the above sequence of keystrokes, you will be placed intothe Strip Menu of this function. This Strip Menu is the same throughoutthe DBS2000 System. The fields of this function are explained throughthe [A]dd function below.

Add:Press [A]dd to add a new record. Use the [F1] or [Enter] to accept it.The fields of this function are:

Dial-Phone: Yes or No

Enter [Y]es if you wish to have the auto-dial function used bythe telemarketers for this company. To use this feature thecomputer must be equipped with a modem for eachtelemarketer using the auto-dial feature. If this feature is notbeing used, enter [N]o in this field.

Lead-Sale: Numeric <= 9

Enter the dollar amount of the commission the company'stelemarketers will receive for each good sales lead.

Lead-Serv: Numeric <= 9

Enter the dollar amount of the bonus or commission companytelemarketers will receive for each good service lead.

Division: AlphaNum <= 4

Enter the company code for your company. The code may be

Sales Lead Control Maintenance 2-21

up to four characters in length. You may only have onedivision code for each Sales Lead Control. This should be setup in your initial set up of the Telemarketing System.

Qut:When you are through adding or updating the Sales Lead Control File,press [Q]ut to leave this function and return to the Setup Menu of theTelemarketing System.

DBS 2000 2-22

CUSTOMER/PROSPECT TYPE MAINTENANCE

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU[ 6] CUSTOMER/PROSPECT TYPE MAINTENANCE

Customer/Prospect Type Maintenance 2-23

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DBS 2000 2-24

Tm-2-6 CUSTOMER/PROSPECT TYPE MAINTENANCE

Purpose:This function allows you to classify your customers/prospects andcategorize them according to what type of account they are: Exampleswould include, RES (Residential), COM (Commercial), IND(Industrial). This function is the same function as the Customer TypeMaintenance in C-2-2.

Access:Enter the Telemarketing System by pressing [T]m in the Top MenuLevel of the DBS2000 System. From there, press [2] to enter the SetupMenu. Finally, press [6] to run the CUSTOMER/PROSPECT TYPEMAINTENANCE Function.

This function is the same function found in the Customer ManagementSystem Setup Menu. It is duplicated here to allow you to addcustomer/prospect types in both places for greater convenience to you.Both places are the same function. Nothing needs to be added twice.

Add:To add a customer/prospect type, look at the bottom of your screen inthe Strip Menu. Move the cursor over to highlight Add or simply press[A]dd. This will give you a blank Customer Type Maintenance filewith the two fields highlighted.

Type: AlphaNum <= 4

Enter the abbreviation for the customer/Prospect type. Thisabbreviation will be what appears in the Customer's/Prospect'sMaster File.

Desc: AlphaNum <= 23

Enter a brief description of the abbreviation.

Qut:When you have finished with this file, you can either press the [Q] forthe Quit option or the [F4] which will take you back to the T/M SETUPMENU. From here you can go to the next maintenance file or go toany of the master menu choices by choosing one of them from thestrip menu at the bottom of the screen.

Lead Type Maintenance 2-25

LEAD TYPE MAINTENANCE

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU[ 7] LEAD TYPE MAINTENANCE

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Lead Type Maintenance 2-27

Tm-2-7 LEAD TYPE MAINTENANCE

Purpose:Lead Type Maintenance allows you to enter defaults that explain wherethe lead is from. Example: YP (Yellow Pages), REF (Referred by aFriend), OLD (Old Customer). By doing this you can see where youradvertising dollars are paying off and where you are wasting yourmoney. Remember, these categories are totally decided by you and theexamples given are only suggestions.

Overview:The information needed to set up this maintenance file is the following:

Sources of Leads

This information has been collected and organized, the data entry forthis function may begin. Be sure prior to setup of this and allmaintenance functions, that you decide ahead of time how you wish tohave a lead classified.

Access:Choose [Tm] from the top menu level, then [2] for the TelemarketingSetup Menu. Within that menu choose [7] to access the Lead TypeMaintenance.

This is the same function as appears in C-2-3. The information isaccessible in both places. There is no need to duplicate the entry.

Add:Press [Add] to add a new record. Use the [F1] or [Enter] to acceptentry into a field.

Lead: AlphaNum <= 4

Enter an abbreviation to appear in the Customer/ProspectRecord for the type of lead this customer was. A descriptionof the Lead Type is entered below. Example: YP, REF, OLD,etc.

Desc: AlphaNum <= 50

Enter the Description of the Lead Type Abbreviation you haveused above.

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Qut:Press [Qut] to leave the Lead Type Maintenance File or choose one ofthe other Strip Menu Choices. If you choose to exit you will return tothe Telemarketing Setup Menu.

Prospect Equipment 2-29

PROSPECT EQUIPMENT

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU[ 8] PROSPECT EQUIPMENT

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Prospect Equipment 2-31

Tm-2-8 PROSPECT EQUIPMENT

Purpose:This function is used to allow you to set up equipment codes for yourprospects. These codes can be used to signify the type of equipmentthat the prospect currently has so that you may solicit them with theproper information. This code appears on the main screen of theProspect Master.

Access:Choose [Tm] from the top menu level, then [2] for the TelemarketingSetup Menu. Within that menu choose [8] to access the ProspectEquipment.

Add:Press [Add] to add a new record. Use the [F1] or [Enter] to acceptentry into a field.

Equip-code: AlphaNum <= 3

Enter an abbreviation to appear on the Prospect Master tosignify the type of equipment the prospect has.

Equip-Desc: AlphaNum <= 50

Enter the Description of the Equipment Code Abbreviation youhave used above.

Qut:Press [Qut] to leave the Prospect Equipment Maintenance File orchoose one of the other Strip Menu Choices. If you choose to exit youwill return to the Telemarketing Setup Menu.

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User Preferences 2-33

USER PREFERENCES

[Tm] TELEMARKETING MANAGEMENT SYSTEM[ 2] TELEMARKETING SETUP MENU[ 9] USER PREFERENCES

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User Preferences 2-35

Tm-2-9 USER PREFERENCES

Purpose:This function is used to allow you to set the user defaults fortelemarketers. Included in this file is default information such as whichmarketing group the user wishes to view, whether you wish to have thesystem auto dial the telephone and if so, which port it is attached to.This function also controls how the system accesses the internal phonesystem (i.e. outgoing dialing codes and disconnect codes). Finally, itcontrols the delay time before and after calls.

Access:Choose [Tm] from the top menu level, then [2] for the TelemarketingSetup Menu. Within that menu choose [9] to access the UserPreferences.

Add:Press [Add] to add a new record. Use the [F1] or [Enter] to acceptentry into a field.

In-House: Yes or No Only

Group-Id: AlphaNum <= 8

Enter which user group you wish to view in the prospectmaster. The users default group appears in their usermaintenance.

Date Last Down-Loaded: Date = 6

This field includes the date data was loaded into the system viaa purchased mailing list.

Dial Phone: Yes or No Only

Enter [Y]es if their is a modem attached to the telemarketingterminals on which you want to have the phone dialed. Enter[N]o to select manual dial.

Modem-Printer: AlphaNum <= 20

If you would like to select a different modem or printer port to

DBS 2000 2-36

which the modem is connected than the auxiliary port on theusers terminal or PC, enter that port name here. Otherwise, itwill default to the users auxiliary port.

Delay Before Dialing: Numeric = 1

Enter the amount of time you would like the system to pausebefore dialing a phone number after a record is selected orbrought onto the screen from a group.

Delay After Dialing: Numeric = 1

Enter the amount of time you would like the system to pauseafter dialing a phone number after a record is closed.

Modem Area Code: Numeric = 3

This field is used to allow system to determine if it needs todial the area code on the telemarketing prospect or if it is in thecurrent area code.

Code to dial before number: Numeric <= 8

If your internal phone system requires a key sequence in orderto dial out, enter it here. If your system is a direct dial, youmay leave this field blank.

Code to dial after number: Numeric <= 8

If your internal phone system requires a key sequence in orderto hang up the phone, enter it here. If your system is a directdial, you may leave this field blank.

Qut:Press [Qut] to leave the Prospect Equipment Maintenance File orchoose one of the other Strip Menu Choices. If you choose to exit youwill return to the Telemarketing Setup Menu.