zopim - generic sales training deck

communicate more.. CONFIDENTIAL


Sales Training Manual

To help businesses using Zopim Live Chat further increase their sales

communicate more..

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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B for Brief

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! Answer the quesAon directly, don’t say more than what you need to.

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R for Relevant

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! Determine and match communicaAon style. Respond appropriately to chit-‐chat

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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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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


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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


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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


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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!

zopim - generic sales training deck

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