Friday, April 30, 2010

Payment Time

CREDIT CARD REBUTTALS

Customer: I'll send a check for that, ok?

You: Well you can do that if you really want to send a check but the only problem is, it just might take number of days to reach us and who knows by the time I receive your check your domain name might not be available. I mean somebody might just take it away, and as you must be aware that every single day there are hundreds of people who register a domain name. So there's no ant guarantee. So it's only $40 if you could authorize me and once I register the name, you have got the 100% ownership over this domain, which means no other person can have this name again, right? So it's only $40 on today's date, so what would be the Credit Card type?

Customer: What if you misuse/take out more that what I have authorized?

You: I do understand your hesitation Sir/Maam, but you must be aware that the amount you have in your Credit Card is insured amount and nobody can misuse or take out even single penny other than what you have authorized, right? And moreover, the credit card is one of the safest and fastest modes of payment and if anybody tries to misuse or take out some money other than what you have authorized then you can always claim it back to your credit card company, right? So you don't have to worry about anything and its only $40 on today's date that you have to authorize in verification department. So what type of Credit Card do you use?

Customer: Should I be sure that you are only charging me $40 from my Credit Card?

You: Ok, now I understand your hesitation Sir/Maam, See after I take down your credit card information, I have to transfer the line to the third party called National Verification Department where they will be verifying all the information that I get from your side and also they will make you sure that I have not over promised or misrepresented anything to you and that's where you authorized only $40 on today's date and nothing more than that, alright? So what type of Credit Card you use?

Customer: I haven't seen you/where are you calling from/if you exist or not?

You: Ok! I do understand your hesitation Sir/Maam, but to tell you the truth we are into this business since past three years and this is the same way we deal with all of our customers. In fact we not only deal with locals but we cover up almost all over the USA, as we are a huge multinational company and not just in USA, we also have a branch in Australia and UK. If you can be online right now I can show you my official website.

Customer: I'm still not convinced/I don't want to give out the credit card info over the phone?

You: Ok, I understand your hesitation Sir/Maam, but you need not worry about that as we are talking in a very secured line and all the information that I get from your side in encrypted in our database nobody has asses to it -not even me, and even if anybody tries misuse or take out a single penny other than what you have authorized then you can always claim back to your credit card company, right? So you don't have to worry about anything it's only $40 on today's date that you have to authorize. So what type of credit card you use sir?

(Sub-domain case: http://www.yourcompany.com/subdomain/businessname)

It's temporary website that we will design for you.

Customer: I already have a domain name/why do I need to pay $40?

You: Well sir that $40 that you will pay is for Trial Activation and set up fee, also we will register a free domain of your choice. But if you have domain of your own still if you want to register some other domain name we can do that.

If you have a domain name we will design the site in a sub domain i.e. (http://www.yourcompany.com/subdomain/businessname) and once you are ready to approve the design we can upload it to your domain name for that you need to provide us with your FTP username and password, Alright?

Now I will transfer the line to our Verification Department where you will authorize $40 on today's date and as a proof for that they give you a 7 digit number (you can say tracking number or customer id no… but just say one or two of them )


 


MORE ABOUT THE CREDIT CARDS

There are four types of Credit Cards:

DINER'S CLUB: It has 14 digits and its number starts with 3(3*** ****** ****). The security code is 3 digits at the back of the card.

JCB: It has 16 digits and its number starts with 3(3*** **** **** ****).The security code is 3 digits at the back of the card.

MASTER CARD: It has 16 digits and its number starts with 5(5*** **** **** ****).The security code is 3 digit at the back of the card.

VISA: It has 16 digits and its number starts with 4(4*** **** **** ****). The security code is 3 digits at the back of the card.

AMERICAN EXPRESS (AMEX): It has 15 digits and its number starts with 3(3** *** *** ***). The security code is 4 digits at the front of the card, just above CC number.

Most Common Mistake(s) Found:

The plural form of information not information's.

Customer: "Is this a cold call" is same as the questions "Is this/Telemarketing Call?"

You: No, sir as I mentioned earlier I'm a web designer with the company debonair web working here since past three year and this is the way we deal with all of our customers

(Try to make the customer understand that the proper domain name is very important)

Why Register a Domain Name today?

Domain name is an extension of you business identity: When you have your domain name similar to your business/trading name then it becomes easier for your customers to remember your customers to remember your website address. And more over many people will try to find you on the web by using your business/trading name.

Domain names are limited: There can only be one of each domain name, so it is important to register your domain name before somebody else does. Even if you are not ready to have a website now, you can secure the name because there's no guarantee that it will remain available even if it is the moment.

Domain Names are mobile: Whether your business charges its internet services provider or physical business address, having your own domain name means that you need never change your email and web address, saving you the money and time of reprinting business cards and broachers.

The Domain Name belongs to you: Once registered the domain name, it belongs to you. The domain is like an asset for your business. If another company wants your domain name if other business is ready to pay thousands of dollars.

Customer Already Have Website

WEBSITE REDESIGN

If the customer already says that he already has a website, but he wants to REDESIGN his existing website then:

Ask him for their existing website address (optional): if the customer himself is willing to have us redesign his website, go for the kill. (Go through the same & tell him why he needs to change or redesign his website)

Charge the customer with $45 for trial activation & to upload to a sub domain of Web City Creations.

Push the customer for the initial home page, sell it to him at $249.95 (for the one page designs only, if he wants us to do an entire redesign, then the price is to be determined by David Sir according to the pages included).

If the customer wants us to do the hosting & maintaining of the website, $45 is to be charged from the second month onward, which would give him the benefits of free updates, unlimited technical support, and FREE website redesign every 6 months.

HOSTING WITH WEB CITY CREATIONS:

REVIEW THE BENEFITS & SERVISES

ENSURE THAT THE SITE IS DONE IN PHP/HTML

MINOR CHANGES/UPDATES TO THE CURRENT WEBSITE

NO TRIAL PERIOD

ALL THE NORMAL BENEFITS (UNLIMITED TECH SUPPORT, FREE SEARCH ENGINE OPTIMIZATION, FREE UPDTAES)

REDESIGN OF THE WEBSITE EVERY 6 MONTHS: FREE

IF WANTS TO ADD PAGES, $125 PER PAGE

CUSTOMER IS REQUIRED TO PROVIDE FTP USERNAME & PASSWORD LATER

CHARGES:

$124.95 UPFRONT FEES AS A ONE TIME ACCOUNT SET UP FEES TO CREATE ACCOUNT AND UPLOAD THE SITE ON WEB CITY CREATIONS SERVER AND $45 FROM SECOND MONTH

Some Important Phonetic Codes

PHONETIC CODES

A Adam

B Baker

C Charlie

D David

E Edward

F Frank

G George/Gary

H Henry

I Indiana

J Jack

K Kelvin

L Linda

M Mike

N Nancy

O Oscar

P Peter

Q Queen/Quebec

R Robert

S Sam

T Tom

U Uncle

V Victor

W Whisky

X X-ray

Y Yankee

Z Zebra

Importance of Website

  1. Reasons why your business needs a website

1. Convenience for customers

Using the Internet to search for business and products is much easier and faster than any time in the past. Millions of searches are done every day and its commonplace for business to find their next supplier over the web.

2. Provides greater exposure

Your website will be visible to all your potential and current clients. You will o longer be tied to the limited geographical exposure of golden pages or the phone book. Your customers won't need to visit your office or retail outlet to see example of what you do not offer nor will they need a brochure or other marketing materials posted to them.

3. Say so much more

You can say so much more on a website then you could n any print advertisement, golden pages, brochure or TV or radio advertisement. There is no space restriction or time restrictions on a website, so you can say as much you want.

4. Inexpensive, effective advertising

Your customers will have a better knowledge of your products or services, as they are able to research your products or services in their own time, instead of having to rely on a furiously paced TV or radio ad to gather the information they need.

5. Fulfills your brand promise

With a professionally designed website that is an extension of your brand, your website becomes part of the experience of doing business with you. A professional image online will separate you from the competition as the supplier of the choice.

6. Save money

You can save money on printing and postage cost of brochure, flyers, specials, newsletter and other mailings. When it's come to advertising we can deliver guaranteed targeted visitor to your website with an Internet marketing campaign

7. Always available

Your website is available 24 hours a day 7 days a week. When you are unable to answer the phone you can be sure that your website is available to answer your customers question for you.

8. Saves time

The time that you would have spent on the phone answering customer's questions can now be used to invest in growing your business.

9. I have seen free websites before/ My ISP will do it for free.

- Sir/Ma'am, you are getting those websites for free for simple reason & that is, it will never give you a quality & professional website that your business needs. For a nominal price you pay to us for your website, you will be getting true value for your money & other essential features to make your website work for your business.

- Websites designed by ISPs & other firms at low or no cost would have your competitors' advertisement running, it would be more of promotional gimmick or your ISP or the firm that a dedicated professional website to help your business.

10. CORPORATE OFFICE HANDLES THE WEBSITE

[First see if there is anyone at the particular location who is authorized to make decisions about marketing. Also ask if they are sanctioned with budget from the corporate offices, if no… MOVE ON]

  • Sir/Ma'am, the website that you have from the corporate office does not focus into your particular location because it is highly generalized for all the locations. So what we would be designing for your is a distinct & dedicated website to promote your business.

11. I need to speak with my co-owner/partner first.

- No problem at all sir/ma'am, for that very reason we are giving you ample time to see & evaluate our work & see if it's good enough for your business. You can have your other business associates & see evaluate the website & let us know about the necessary changes to be made until you approve the website.

- Right now, all we are asking to do is to register a domain name which you'd have a complete ownership of, so that even if you don't like the website, you can still keep the domain name all by yourself.

12. I ALREADY HAVE A WEBSITE

[First take down the website address & see if it's his own domain or a sub domain. Ask about how much he is paying for the website & if he is really happy with it]

  • It's really nice to hear that you realize the importance of having a website. So what would be your address? How much are you paying for it currently? Are you really satisfied with the design & hosting of the website?

[Go through the website and see how the design is, if its fabulous, pitch him add features like a newsletter marketing, shopping cart, online shopping, etc BUT if the design is awful, pitch him for redesigning]

  • Sir/Ma'am as I went through your website, I was assured that the design could have been much more professional, the fonts, colors, and logos….could have been much better.
  • Sir/Ma'am as I suggest you look at hoe the design can work for website. We will be designing a sample webpage for your business & if you like design, we would love to redesign your website & make it an elegant, professional website.

13. How will the customers come to know about my website?

- That will be taken care by process of SEARCH ENGINE OPTIMIZATION. We will be posting or circulating your website to major search engines like GOOGLE, YAHOO, MSN, ALTAVISTA.Com on a regular basis so that they can display your website on the first pages of the search results when anyone regular customers about your customers about your website & put it on cards, flyers to let everyone know about your website.

14. Domain names can be registered in $8; the prices are too high for me.

  • Sir/ Ma'am, domain names can even be registered for free, but with the payment of $45, with us you not only get a CMPLETE OWNERSHIP of it, additionally you also get to see a sample web page for your business absolutely free.
  • Sir/Ma'am, those domain names will have your competitors' advertisements running through your website is the true value for money that will undoubtedly start benefiting your business from the day one.


 


 

I AM NOT INTERESTED

  • I REALLY DON'T THINK IT'S A GOOD IDEA TO SAY TO DO A SAMPLE. IT'S SOMETHING THAT WE WANT YOU TO SIMPLY TAKE A LOOK AT.
  • SIR, A WEBSITE IS A 24/ SALESMAN, WORKING FOR YOUR BIZ THAT CUSTOMERS LOVE TO DEAL WITH, AT THEIR PREFERRED TIME OF CONVENIENCE.

- WHAT WE ARE OFFERING YOU IS NOT JUST GLITZY DESGIN & SPECIAL EFFECTS BUT A BEST CUSTOMISED MARKETTING MECHANISM FOR YOUR BUSINESS THAT WILL UNDOUBTEDLY MULTIPLY YOUR BUSINESS IN NO TIME. (EXPLAIN THE BENEFITS OF E-COMMERCE, E-MAIL, CORRESPONDENCE, ETC)

Rebuttals/Excuses

Customer: "I'm not interested!"

Agent: I understand, but you did know that websites help to generate many customers for small business? People who are looking for your type of business will have an easy time finding you.

Customer:"My customers are mostly local people."

Agent: "That's great! You can post your hours of operation, your list of inventory or services. Which credit cards you take the current sales prices on sales items etc." You can post your website address at a highly visible location at your business location so, that your customers can learn more about your business on the web. "

Customer: "Money's tight right now."

Agent: "Exactly! That's why you should have website for your business. It will help to generate more customers more sales for your business and therefore more money."

Customer: "This sounds expensive."

Agent: I've never found another company in the country that matches our prices. Our fees are probably the lowest in the industry; yet our quality is the highest.

Customer:"I'm afraid to use my credit card over the phone."

Agent: I understand that many people don't even know that law is crystal clear. Any charge on your card that you haven't authorized must be refunded to you. You can't be held responsible for it. Also, the phone line we're talking on is 100% secure and every bit of information that we have take from you is encrypted into our database. No one else has access to it…. Not even me.

Customer:"I'd like to pay by check"

Agent: That's not a problem. However, it will take number of days to reach us. By the time I receive your check, your domain name may no longer available. Somebody may just take it. After all every single day there are thousands of people who register a domain name. There is no guarantee that you'll get that name! It's a onetime charge of $3500. Then you will have 100% ownership over the domain. No one ever take it from you. So, would you like to use Visa, MasterCard, American Express or Discover to pay for your domain name?

Customer: "How can I know that what kind of website your company produces?"

Agent: Yes! Please log on to our website www.yourcompany.com. Go to "Portfolios". There you'll see many actual websites our company has already designed. We can put together a very simple; informative sites for you or we can design an elaborate, fancy, flashy company website. It's totally up to you!

Customer: "How do I know you're a legitimate company?"

Agent: Please check out our website at www.yourcompany.com . You'll see a list of website that we've produced for our many satisfied customers. Each site has all of their contact information. We have hundreds of business customers from around U.S. We're in the process of joining the Better Business Bureau. We've never had a problem with a customer that we haven't easily settled, so we have no case history on which they can base a rating for us.

Call Center Sample Script

Sample SCRIPT (Australia)

Hello, this is (…………) from ……company a website designing and hosting company.

May I talk to the owner, please?

This call is to offer you a (sample/professional & custom made) website for your business. Okay?

Great! So basically what we do today is, we will design a sample website and show it to you your sample website in the internet like a normal site. You can show the design to your family, friend, even your customers and then decide whether you would like to take it or not. If you like it you take it, if you don't then you are simply under no obligation. As of now, No designing cost at all. Okay?

Once you approve the design and wish to take it, then and then only, there is once in lifetime investment of $240.95. If in case you are not satisfied and do not wish to continue then you is under no obligation, you would not be paying us even a single penny as designing cost. Okay?

And, as you expand your business and would like to add up more pages then we provide you each extra page at just $125 per page, but if you go for 3 pages website we provide you that in $449.95 and if you are looking for a bigger package then we even provide a website with volume of 5 page for just $649.95 Okay?    

Great now, as we are looking for ultimate satisfaction of our customer we will host your site absolutely free for the first month.

Moreover, we would like to evaluate our services like regular updates (no matter how many changes you want to make on daily, weekly or monthly basis, we will do that for free). We give you unlimited technical support (which means, any technical problem with your website we will solve it for free). Also after every six months if you wish to completely redesign your website, we will do that too for free. Okay?

And the best part is that your website will be submitted to all the major search engines like yahoo.com, google.com, msn.com, so that whenever a customer is looking for the website of your kind they will come across your website and find about your business, in this way you will be promoting your business through the internet.

So, if you are satisfied with all the services that we are providing you then from the second month onwards there is a monthly maintenance fee of just $45, but if you wish to maintain your site with other company you can simply take your website and host with them. The point is, till the date you are satisfied with us, you work with our company. Okay

Great!

Just understand that you are under no obligation, no contract whatsoever and that is the best part of the offer Okay?

By the way have you ever registered a domain name?

Domain name would be your website address something like www.yourbusinessname.com because hope you understand without the domain name it is not possible to design a sample site.

We will register this name under your behalf within 24 to 48 hrs, and start working on your website. So just to register the domain name and for trial activation and set up there is an upfront payment of just $45 Okay?

(And once he is convinced with $45 then and then only)

So first thing is that we need to find out with domain register office that the domain name you want for your business is available in the market or not, because they are the ones who issue the domain names all over the world. I hope you understand that no two website can have an identical domain name.

If this is available in the market we can register the name but if not, then we need to think of second alternative Okay?

So what would your domain name preference be? (Note it down and start domain check)

Okay I am just having check with the domain name registration office and also let me tell you, once you register this domain name we will design the website under this name and when it is ready you simply log on to your domain name and see the website and decide.

But in case, if you don't wish to take the website, still we would have registered the domain name on your behalf. Let's say, in future, you wish to have the website you can simply the same domain name, you won't have to purchase it Okay.

(Now let him know if the domain name is available or not if not give him/her second alternative)

Take info and also give your info to the customer:

Business type:

Since how long he/she is running the business:

Working hours and how many days in a week:

Specializing in:

Favorite Color:

Slogan (if any):

Special info to be highlighted in this site:

(Make your customer feel as comfortable as you can)

Okay, so, on the basis of this information we will come up with a sample design for you.

Do you have a pen and paper with you?

GIVE YOUR INFO:
(Company's name, address, telephone number and your extension, fax number, email address and also request them to send some information)

Great!

Fine so a I mentioned earlier just to register the domain name and for trial activation and set up we charge you $45 on today's date, so for the payment of this $45 which credit card you would like to use?

1. Will that be Visa, MasterCard, Diners Club, JCB or American Express?*

2. What is your card number?

3. What is your expiration date?

4. What is the name on the card exactly as it appears?

5. What is the billing address?

6. What is the three-digit security code on the back of the card? (American Express has 4 digits on the front of the card.)

Now that I have all of your information, I'll transfer you to verification department where they'll re-verify this information one more time for Quality assurance. Please be on Hold for a moment while I transfer this line. Ok?


 


 

 

Introduction To Call Center

What is call centre or B.P.O?

Call centre is also known as B.O.P (Business Process Outsourcing).

Some of the big company like IBM, DELL, Wipro, AMX( American Express) in U.S.A , U.K. , Australia they set up there offices in country like India, China, Nepal etc , to minimize there operation cost. So they setup there office in Asian country.

Because if they have office in U.S.A, U.K there operation cost will be high so minimize there cost they set up office in Asian country like India, China, and Nepal.


There are 3 types of call centre


  1. Inbound

    i)
    Customer Care: - This type of call centre will only help to find some phone number. They do not sell or promote any product. e.g. Like NTC & Mero Mobile Customer care centre.


  1. Out Bound
    1. Tele – Marketing
    2. Sales & Promotion

      : - This type of call centre they sell & promote the product through telephone. They call to different business organization.



  1. Tele- Marketing
    1. Web Base Solution
    2. Date –Entry
    3. E – Mail Forwarding
    4. Web Chatting

      : - This type of call centre or B.P.O. they are non voice organization. They don't call to different business organization. They help solve through e-mail forwarding, chatting. E.g. In so website they have online Live helpline or solution, so that when customer want to know anything they simply go online and chat for help.



Quality and Attributes of CSR (Customer Service Representative)


  1. Right tone of voice
  2. Polite, patient and courtesy
  3. Confidence
  4. Active Listening
  5. Good communication skill
  6. Thorough product knowledge
  7. Convincing power ( repo building)
  8. Smart Approach
  9. Smile
  10. Empathy


  1. Right tone of voice:-


    When we talk to customer we should have a right voice. Neither we talk too high nor too low. If we do that the customer will feel uncomfortable and may hang off the phone so when we talk to customer we should have a right voice peach.


  2. Polite, Patient & Courtesy:

    While we are talking to customer we should be polite, patient and have courtesy and ask the right moment to call them back.


  3. Confidence:

    While talking to customer we should have confidence and we should speak with confidence.


4) Active Listening:

Should have a good listening power.



  1. Good Communication Skill:

    Should have a good communication skill while talking to customer.



  1. Thorough Product Knowledge:

    Should have good product knowledge. Should never say bad about other company product.


  2. Convincing Power:

    Should have a convincing power with polite conversation.


  3. Smart Approach:

    Should be smart enough to approach to the customer to make him or her to pay the product which your are selling.

  4. Smile:

    Should have a smiling voice to attract the customer while you are talking to the customer.


  1. Empathy:

    Should able to give immediately information on a right time. Should never sound nervous and panic while giving the information. Should be confident while giving the information. Otherwise the customer will feel uncomfortable if you are giving the information with nervous.

    Structure of Call Centre Management


  1. Operations Department:
  2. Technical Department:
  3. Quality Department ( Monitoring Call)
  4. M.I.S Department : ( Management Information Department)
  5. Cafeteria
  6. Transportation Department
  7. Human Resources Department
  8. Finance Department
  9. Training Department
  10. Medical Department

Steps of Tele – Marketing


  1. Introduction
  2. Benefits & Features
  3. Charges
  4. Bank – Details/Personal Information
  5. Close

INTERVIEW TECHNIQUES


80% = Personality/ Attitude/ Body language/ Confident/ Age

20% = Qualification / Experience


Dress Code = Formal Dress

  1. Introduce yourself
  2. What is a call centre?
  3. Why do you want to apply for call centre job?
  4. What are your strength and weakness?
  5. Why should I select you?
  6. What would you do if I reject you?
  7. What is your future ambition?
  8. What are the qualities to become a effect C.S.R?
  9. Complete a story
  10. What is your salary expectation?