Telemarketing Training and Review Powerpoint

1. MARKETING
TRAINING
Getaway Enterprises
3595 Hiram Douglasville Highway
Hiram, GA 30141
770-439-7989

2. AGENDA
 Reasons for Training  Opening Statement
 Who We Are  Confirming
 Call Backs  Closing Statement
 Focus / Preparedness  Role Play
 Attitude / Self  Goals
Motivation  Personal
 Booking Days  Professional
 Communication  Lead Sheets
 Tone  Notations
 Volume  Marking Out Names
 Speed  Doodling
 Listening  Company Property
 Language  Q&A
 Open Ended Questions

3. REASONS FOR
TRAINING
 Increase Productivity
 Raise Confidence Levels
 Boost Employee Engagement
 Innovation and Nimbleness
 Shows Company Cares
 Room for Self Improvement

4. WHO WE ARE
 Sunset Harbor based out of Willis, Texas
 An independent marketing company contracted
through RCI to make calls to RCI members.
 We are an out going call center.

5. CALL BACKS
 Managers Only
 No Calls From Home
 No Giving Cell Number
 Jessica Poole – Assistant Manager
 No Shows
 NQ’s
 Cancellations

6. FOCUS &
PREPAREDNESS
 Leave Issues at the door
 Script
 Keep Talking Down to a  Booking Sheets
Minimum  Addresses
 Awareness of City,  Writing Utensils
Dates, and Times
 No Personal Calls

7. ATTITUDE & SELF
MOTIVATION
 Be Positive
 Smile and Dial
 Don’t Allow Last Call to Affect the Next
 Be Proud of Accomplishments
 Keep Eye on Objective or Goals
 Strive to Improve

8. BOOKING DAYS
 Two Days at a Time Only
o Do Not Overload Client w/ Days and Times
 Always answer question with – Which day works
better for you?
 They’ve Made an Investment – Advantageous to
attend to learn about newly implemented benefits
 Proper Screening – Avoid NQ’s
o Are they a timeshare deed owner
o All members listed on the deed MUST attend
o Meeting will last 90 minutes!!
 Firm and Assertive Closing

9. COMMUNICATION
‘Every word creates images in the mind of
the caller…..’
 Tone
 Monotone
 Disinterested
 Emotional (e.g. Anger, Stress, Panic, etc.)
 Volume
 Loud
 Whisper
 Hard of Hearing Calls
 Speed
 Racing through script

10. COMMUNICATION
CONT.
 Listening
 What does ‘Client Need’ and Give it!
 Are They on the Fence
 Are They Angry or Dissatisfied with RCI
 Language
 Use Positive Vocabulary
 Advantageous, Enhancements, Investment, Savings
 Open Ended Questions
 Who is on the Deed
 What Time Works Better for Your Schedule

11. OPENING
STATEMENT
 Smile
 Be Sincere
 Project Enthusiasm
Emotions can trigger the sale, but
emotions can also destroy the sale. One
definition of sales is ‘a transfer of
enthusiasm from one person to
another’

12. CLOSING
STATEMENT
 Firm Commitment
 Let them know by reserving this appointment
another party will not be able to attend, so
can I count on you to be there?
 Give Reminder of Set Appointment
 I have your reservation scheduled for
(Time)____, at (Restaurant)_____, on (Day)
____. Thank you and enjoy your meal.

13. CONFIRMING
 Must Be a Firm Confirmation
 Put me down and let me check with my spouse Is NOT a
firm confirmation
 Reiteration
 Length of Meeting
 Must Be a Timeshare Owner
 All Deed Owners Must Attend
 Assertive
 If I reserve this time for you another party will not be able
to attend…..
 Quick and Happy Wrap Up

14. ROLE PLAY
o Scenario’s
• Difficult Calls
• Eager Client Calls
• Full Script Reading
• Incomplete Script Reading
o Discussion’s

15. GOALS
 Personal
 Daily, Weekly, Monthly
 Short Term
 Long Term
 Professional
 One Per Hour
 Eight A Week
 80% a Week

16. LEAD SHEETS
 Notations
 Disconnected Number (DISC)
 No Time Share (NTS)
 Wrong Number (W#)
 Marking Out Names
 One Line
 First Name on Left
 Doodling
 Distances From Restaurant
 Dots On Left Side of Lead (Keep Place)
 Dashes In Lead Telephone Numbers
 Company Property
 Immediate Termination for Copying or Taking Home Leads
 Possibility of Charges Pressed for Theft

17. QUESTIONS