Pitch Moneysavers ClubScript Reading Training

September 2011

What we’ll cover today..• A brief refresher on your knowledge of the Pitch

Moneysavers Club• We will give you a simple guide on how to read

each part of the script• We will help you to identify which aspects of the

script and the club itself to focus on• We will give you understanding and insight into

why its so important that you read the RED parts of the script VERBATIM

• We will help you to help your customer understand the amazing trial they are being told about

• Understanding is the key to a successful sale

What is the definition of a successful sale?

A happy customer who becomes a happy

Annual Member

Pitch Moneysavers ClubKnowledge Tester

• How long is the trial period?• How many free gifts are there?• What are they?• What is the cost of the postage?• How much is the Annual Membership Fee?• What does the customer need to do if they

decide to become an annual member?• How many Annual Member Rewards are

there?

Its all about how we say it….• Its not what we say but how we say it that creates a

positive customer experience

• Treat each call like it’s the first of your day

• What is obvious to you is not always clear to the customer

• Its easy to misinterpret and misunderstand what your customer is saying and they in turn can easily misunderstand and misinterpret you

Are you listening…?

• Why do you need to listen to what the customer is saying?

• It will enable you to match your customers NEEDS, WANTS and DESIRES to the Savings, Offers and Annual Member Rewards available

• Matching will help you to get the sale

Verbatim

• What does this word mean?

• Word by word, exactly

• Why is this word so important in relation to this script?

• So that all legal requirements are accurately represented

Something to Remember..

If the script is RED

it must be READ

Script: Opening statement• This is the first time that the customer will have

heard of the Pitch Moneysavers Club

• What you say here and the way you say it can have an impact on the entire sale

• Keep it light and up beat, so that the customer wants to listen and talk to you

Script: Part 1• What are you offering?

– A FREE 30 day TRIAL to the Pitch Moneysavers Club

• What are the free gifts for?

– Just for taking a look!

Matching Offers• What does this mean?

• That you are listening to your customer

• It helps to build a rapport with the customer

• Which will lead to a successful sale

Script/cont’d

• Customer says no, not interested – sell them the benefits

• Customer says no again – use your sales skills!

• Customer still says no..

• Let Them Go

• You have three opportunities to upsell the Pitch Moneysavers Club trial. If the customer isn’t interested after 3 attempts then Let Them Go – otherwise this could be deemed a pressurised sale

Don’t forget..

If the script is RED

it must be READ

Script: Part 2

• What is the first thing you notice about this part of the script?

• It’s in RED

• Why is it important to read this part of the script VERBATIM?

Script: Part 2 cont’d

It’s the first time in the script that the following are mentioned:

- The customers data will be passed to a 3rd party

- Postage cost - Annual Membership Fee - Cancellation Process - Password

Remember:

If one or more ofthese is NOT

mentioned, it is anINVALID sale

Escalation Process

1. Sale

Received

2.If customer

calls to complain

6.Rocket Claw

Back

3.Escalated to

Ansaback

4.Is it

Adherence or Non-

Adherence to script?

5.If Non adherence:

Customer gets Refunded

Script: Part 2 cont’d

When reading Part 2 of the script:

• Speak clearly

• Speak a little slower

• Ensure that the customer has understood what they are agreeing to

Knowledge Test• What are you offering?• How Many FREE gifts does the Customer get to

keep?• How many Annual Member Rewards are there?• What do you need to do if the script is in red?• What 5 things are mentioned for the first time

in part 2 of the script?• How many opportunities do you have to sell

the Pitch Moneysavers club to your customer?

Any Questions?