Localized Minimum Standards Manual.docx
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Localized Minimum Standards Manual.docx
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LocalizedMinimumStandardsManual
MinimumStandardsb
MSNo.1InquirytoInterview-PhoneLastRevisionDate:
8/5/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
1CheckLCphonesystemToensureallcustomersCalleachlineonLCOnceperSRTelephone,listEnsurethatallthe
reachusphonestoverifytheymonthofphonelinesphonesandphone
areaccurateandlinesareinworking
functioningproperlyordersuchthatthe
inquiriescanreach
theLC
2AnswerthephoneMakeastrongandAnswerthephoneImmediateLCteamInquiryscriptShowthatweare
appropriatelypositivefirstimpressionbeforethethirdring.aprofessional
Say:
"Thankyouforcompany,avoid
callingtheBerlitzmissinganycalls,
languageCenterinavoidlettingthe
(location)."Thisis(firstansweringmachine
name)".Followinquirypickup.
script
BerlitzShanghai,MayIhelpyou?
3AskifclienthasvisitedToavoidaskingforYesorNoanswerAttimeofPersonInquiryform&Premiumbrand
ourwebsiteandinformationclienthasinquiryansweringscriptnexttocustomer
selectedourcenteralreadyenteredonwebtheInquiryeachphone;relationship
siteandwhichCenterLCMSormanagementwith
he/sheselected.AvoidDashboardifourprospective
duplicateentriesinappropriate.customers.
LCMS,
AskfromwhichchanneltheclientsfindBerlitzinformation.
MinimumStandardsb
MSNo.1InquirytoInterview-PhoneLastRevisionDate:
7/15/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
4CollectandrecordGetmarketinginsight,AccuracyisofkeymustbePersonInquiryform&Increasesizeand
informationinLCMS.languageneed,andaimportance.Name,Oneenteredintoansweringscriptnexttoefficacyofour
meansforfollow-up.referralSource(don’tLCMSontheinquiryeachphone;database,which
recordonbothscheduleavoidduplicateentriesforgettochecksamedayLCMSorwillleadtobetter
boardandLCMSinLCMS.dropdownoflocalmediaDashboardifinquirytointerview
sourcesinLCMS),E-updateeverydayappropriate.%andmore
mailaddress(soyoueffectivefollowup
canemaildirectionsandactivity.
apptconfirmation),
Phone#,Lang.of
interest.Ifalready
submitted,complete
5ConnectwiththeclientShowtheclientthatShowempathyImmediatePersonAgenuineShowthatweare
his/herindividualneedsansweringconcernforthefocusedonthe
transfertosalesareinterestingandtheinquiryclientprospectand
important.EQCPChis/herneeds.
Makethemwantto
meetus
6Makeanappointment,ifElevatetheprospect's1stFace-to-faceduringthecallInaFace2LCMSImproveINQ/INTratio
notgotostep11interestsuchthattheyappointment,forpassFaceapptor
arewillingtocommitto2ndpassthroughthroughphoneappt:
an20-30minute3rdphoneappointment.otherwise,Person
presentation.Havetheimmediatelyanswering
prospectfocusontheEnterapptintoLCMSafterthecalltheinquiry,
"when"notthe"if"FOLLOWUPifapplicableforaPass
throughor
Personresponsible:
Walk-in:
entersinquirySalesperson
information,checks
salespersonboxand
entersfollow-up
MinimumStandardsb
MSNo.1InquirytoInterview-PhoneLastRevisionDate:
8/5/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
7DirecttheclienttotheLC.HelpthemtoenvisionGiveclearDuringcallPersonYourLCpageImprovedInterview
(IfhighgainprospectthatbeingattheLCunderstandableansweringonberlitz.ustoappointment
maynotunderstandtheHelpthemseehowdirectionsrelevanttothethephoneMapQuest,Ratio.
instructionsconsidereasyitistocometotheprospect–useworddocument,
transportation)LCandhowMapQuestlinkfromverbal
convenientlywearewebsiteinstructions
located.
RemindthesecuritycheckinthebuildingofBerlitzPudongOffice
Differentwaystocome:
metro,bus,car.
SendamapbothinEnglishandChinese.
8FinishthecallthankingTomakeBerlitzTopofLeavewithapositiveEverycallpersonTCOimprovedInquiryto
theclientforcallingMindandprojectimpression,asmileinansweringInterviewratio+
Berlitzandthatyouareexcellentcustomeryourvoice.thephoneMorepositive
lookingforwardtoserviceresponsetoour
meetinghim/her.futurefollowup
efforts.Improved
ECSS
Score
9SendEmailconfirmationUnderscorethepremiumSendanemailconfirmingAfterthecallSREmail,internetToreinforcethe
brand,increasetheappointmentwithaccess,LCMSappointment
commitmenttothedirectionstoLC
interview
ThankyouforconsultingBerlitz.
MinimumStandardsb
MSNo.1InquirytoInterview-PhoneLastRevisionDate:
7/15/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
10ConfirmAppointmentEnsurethattheContacttheprospect6PMthedaySRLCMSfollowupImproveINQ/INT
prospectattendstothebeforethescheduledbeforethereportsratio.Show
appointmentappointmentmorningprospectsthatwe
appointment,areinterestedin
forwardtosales9amthedaythemandtheir
letISknowabouttheoftheneeds.
interviewandprepareappointment
demoandassessmentforafternoon
appts.
11Ifatinitialcall,theSetexpectationofNextdayfollow-upDailySROutlook&LCMSINQ/INTratio
prospectdoesnotwantadditionalfollowup.unlessotherwiseagreed.
anappointment,establish
afollowupdate.Noneedeveryday
dependsonthesituation
ofeachcase
12IfagreeabletoSendingprospectaEveryprospecthasanDailyasperSRLCMSFollowupHelpswithfollow
appointment,gotostep9;consumerbrochurewillongoingcontactwithfollow-upsystemupresultsand
Ifnotgotostep11,keepBerlitztopofmindBerlitzoratleastafinalscheduleleavesprospect
else,offertosendaandhelpyouinyourpositiveexperiencewithBerlitz
consumerbrochureforfollowupefforts.Youmessagingand
moreinformation–thencansendthebrochurecapabilities.
gotounconvertedInqasaPDFviae-mail,
followupsystemhandoutinpersonor
mail.
MinimumStandardsb
MSNo.2Interview-PhoneLastRevisionDate:
8/25/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
1Pre-InterviewPreparationToprepareandfocusKnowtheprospectBeforeeveryTeamCompletedEnsuretheabilityto
ontask.Togaininsightsprofile&language.BeinterviewmemberInquiry&provideastrong
astoprospectsawareofinstructorconductingadditionalimpression,multiple
motivations,needs&availability.KnowwhatInterviewresearchonoptions,goodECSS
expectations.programoptionstooffer,Company,score.
SP,BVCpromotions,
instructor
knowwellaboutBerlitzavailability,LCMS
productsandinstructors
recommendappropriate
instructorsaccordingto
differentprospects’request
2Contact&greettheMakeastrong1stPunctualcontact,EveryinterviewTeamTelephone,Strongpositive1st
prospectbynameImpressionfriendlygreeting,memberphoneheadset,Impressionand
professionaltoneofconductingquietgoodCSSscore.
voice.Ifnoanswer,interviewenvironment.Improvechancesof
leaveapolitemessageLCMSenrollingprospect
indicatingnextfollowup.
3GuideprospecttoSetthestage,reinforceSmoothtransitionintotheEveryinterviewTeamPC,Internet,e-Prepareprospectto
presentation(e-maillinkthe1stImpressionpresentation.Tobemembermailtemplates,viewpresentation
orusescripttoguidedoneonlyfollowinginitialconductingscript,Programwhilemaintaininga
themtotheweb)contact.interviewPlannersgood1st
Impressionand
SendproposaloroverviewgoodCSSscore.
MinimumStandardsb
MSNo.2Interview-PhoneLastRevisionDate:
7/25/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
4MakesalespresentationPresent,discover,Web-basedBerlitze-EveryinterviewTeamPC,Internet,Enrollment,Program
informandallowthepresentationmembermarketingRecommendation,
prospecttochooseconductingmaterials,salesfollowup
program.interviewtraining,informationanda
ProgramPlannergoodCSSscore
5FinishtheInterviewTransitionintothenextCompletedEnrollmentEveryinterviewTeamPrinter,Paper,Enrollment.Student
step;Enrollmentorforms,payment,memberInstructorhaslesson
follow-up.Donotleaveschedule,orfollow-upconductingAvailability,scheduleorfollow-
optionsopen.date.UpdateLCMSinterviewLCMS,faxupplanandGood
CSSscore.
6GOTOENROLLMENTorClearlyindicatenextstepRecordrecommendationatendofTeamLCMSFullyexecuted
FOLLOWUPorenrollmentintoLCMSinterviewmemberenrollmentorclear
conductingfollow-up
interviewinformation.
Improveenr/nter
ratios
MinimumStandardsb
MSNo.3Interview-FacetoFaceLastRevisionDate:
7/25/08
StepDescriptionObjectiveMinimumRequirementDeadlinesforPersonToolsExpectedOutcomes
completionResponsible
1Pre-InterviewpreparationToprepareandfocusKnowtheprospectBeforeeveryTeamLCMS,
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