LL - TSM Script - Sales Calls

Customer: Hi, I'd like to place an order (or I have a question about a program)

Agent: Yes! I'm happy to help you with that (answers questions/moves to place an order)

Agent: What program are you interested in?

Step 1: ask:

Step 2: (benefits/pricing)

Educate them on the program details, discussing how they might relate to the results they are trying to achieve (or to the obstacles they’ve had before).
Let them know the cancellation/refund policy.
Give them a pricing breakdown:
1. Educate the customer that we have package savings.. the more they buy, the more they save/or the LESS our price per program is.
Step 3: (Upsell)
After educating on ALL the packages ask, "Which package works best for you?"
1. ( then be silent while they decide).
Present the Upsell if applicable on that day

Step 3: (Deal of the day)

"I almost forgot to tell you, that we are running a great deal on our newest xxxx
"I almost forgot that we are running a great deal on XXX today - $10 off!! XXX makes a great addition to XXX…would you be interested in adding this on?

Step 4: (Summarize)

Summarize what they are purchasing
Confirm order - Today you are ordering (PROGRAM) X for the Price of xxxx
Confirm Recurring billing - that's with 10% off and you'll receive your next billing/program in 30 days.

Step 5: (Place order)

Place order
- Fill in the order form in sticky.io CRM and read the spelling of names, emails, and phone numbers back to the customer to ensure you have it correct. Never write the customer's card number down, always enter it directly into the CRM.
- Remind the customer that they’ll receive an order confirmation via email and a billing reminder before their next charge is processed.
Make a Value/Appreciation statement
Friendly Closing including company name and customer name
No follow-up email is needed when placing an order the customer will receive an automatic order confirmation, shipping and tracking confirmation email from the CRM.
If the customer had a service question in relation to their order - then you WILL need to send a follow-up email to address that.