GIFT Call Flow Training

What: 1 Hour Training Session Covering: • GIFT Call Flow • Recorded call examples • Discussion Forum

Where: Your offi ce, Our offi ce, via the World Wide Web.

How: Webinar on meetingburner.com

Who: Customer Service/Inside Sales, Sales Conversion Coaches.

Why: To sharpen knowledge of customer service fl ow.

One on OneCoaching

AlphaGraphics Seattle3131 Elliott AvenueSeattle, WA 98121

206.448.9100alphagraphicsseattle.com

Testimonials

“Before we began coaching our customer service team on an individual basis, not everyone understood or knew what kind of questions to ask of prospective clients. Our representatives seemed distracted and would try to rush off the phone. Since we’ve begun this program, we can hear our team give full attention to the prospective clients. They are asking better questions related to the project and articulating information over the phone.” - SD

“The thing that they have pointed out to me is the importance of getting all of the customer information as well as the job specs in that initial call. I’m always fi nding, after just getting off of the phone, I’m lacking key info. I now try harder to go through a mental checklist to see if I’m gotten everything.” - CK

“The coaching sessions have helped me with listening better to customers and getting all their information. I also relay the information I received from the customer back to them helps to catch anything that was missed.” - MH

“I appreciate what have you guys done for me so far. I feel that my improvement wouldn’t have happened if it weren’t for the two of you. All of your advice has helped me grow and give me pointers to speak with people on the phone and in person.” - LT

Personal Coaching

Who: Customer Service/Inside Sales with Sales Conversion Coaches.

What: 1 on 1 coaching with a Sales Conversion Coach.

Recorded phone calls are played and evaluated by web conference.

What we measure: •Professional phone etiquette • Energy, Tone, Listening Skills • Sales Generation

Where: Your office, Our office, via the World Wide Web.

Why: To help your team develop interaction skills with prospective clients that will power sales growth.

How: Webinar on meetingburner.com

Time: First session: 30 minutes Following sessions: 15-30 minutes

Benefits and ROI

An analysis of local business leads conducted by ThriveHive shows the value of phone based customer service across industries.

At AlphaGraphics we see significantly higher phone contact rates versus email via SEM campaigns.

SEM Tracking Tool

Who: Individual Representatives

What: Tracking SEM generated calls and emails

Why: Keeping track of your SEM generated leads allows for better understanding of

• Incoming sales leads

• Average estimate

• Average order

• ROI of the SEM program

• Identify leads that did not convert and are legitimate prospects for future development.

Before and After:

Before:SEM generated sales were peaking at 4K per month. We were struggling with prospective clients.

After:Now our SEM related sales are reaching 11K per month. We are turning calls into sales and long-term clients.

“This experience has been a positive reflection on myself. It has made me more aware on what details need to be asked as well as guiding the call in the right direction. I feel I have improved since this program was implemented and look forward to getting even better!” – AM

https://www.linkedin.com/pulse/20140722223241-8568428-new-data-show-that-calls-are-still-big-for-local-businesses