ROUND 2

TSR Initiative with providers who applied for the facility recovery grant and who are interested in digital tools.

**This (the lead list and resources within the google drive) is only to be a resource to you all. Again, this is not a requirement that you fill out the spreadsheet.

**Take time to review the lead list and reach out to those who maybe you have not talked with that show interest in digital products.

**The only ask, is that if you choose to create your own email, it’s very important that you embed this link in the text.

• Serve Tennis Google Drive - This features the TSR Training Deck, Training Recording, Training Q&A Sheet, Phone Call Flow Script, Lead List, Sell Sheet, and Important Links Document (customer care, help center, etc.)

• Section Lead List Folder (within the Google Drive) - Please find your section list in the folder and use it with your team to record the calls made and the answers to the questions.

• Follow-Up Email Template - to send after each call

• This can be found in Showpad by following these instructions. Feel free to modify how you see fit

• If you choose to create your own email, it’s very important that you embed this link in the text.

• This tracks provider interaction with the Serve Tennis site.

ROUND 1

National TSR Phone Campaign Objective:

• To continue to show care and concern to our providers and facilities during this critical time.

• Utilize TSRs to share information and highlight offerings available to help foster Relief, Recovery and Rebuilding of our sport

Helpful Information:

• Talking points for Tennis United Website (script) HERE

• Phone Call Best Practices/Plan HERE

• Follow up email template(s) on Showpad DIRECTIONS HERE

• National COVID-19 Hub (Statements, Updates from National) HERE

• Tennis Industry United Information (industry resources, CARES Act info, survey data): HERE

• Tennis at Home Activities (being sent to those with Net Generation accounts HERE

• Missouri Valley Resources and Support Spreadsheet

Our Missouri Valley Process:

• Beginning Monday, 4/27/2020, you will be asked to make 3-5 phone calls per day to providers for the next 4 weeks.

• After each phone call, you will be asked to fill in the proper information on this spreadsheet.

  • Please do not wait to fill in the spreadsheet, information needs to be entered after each phone call.

  • Each District has a tab at the bottom of the sheet

• I am providing a number of helpful reports to assist you with this task (see below)

  • Please begin with the facilities that are listed on the Facilities/Programs document.

• The helpful information (above) is a resource to you. It IS NOT MANDATORY for you to follow a script, it is there if you need it to assist you in conversations.

• Think of these calls as wellness checks, get a pulse for how they are doing right now.

• They are calls to make sure that our providers know the support and resources they have from the USTA.

  • There are a couple pieces of information that we would like for you to gather from your calls:

    • Best phone number and email address to be communicated with at this time.

    • If they are with a facility or organization, when are they looking to resume play?

    • What guidelines are they following when they do resume play?

• If you get a voicemail, please leave a message. (You will mark that on the spreadsheet)

  • Follow-up with that provider with another phone call (the next week, toward the end of the week)

  • If you have to leave another message, then follow-up with the email through ShowPad.

• The follow-up email THROUGH SHOWPAD is MANDATORY, using the template provided by Izzy.

  • These emails through ShowPad will also be helpful to see when and how providers are engaging with them.

  • You can add other resources to the email as you see fit to respond in the best way to your conversation with the provider.

  • These emails will be reviewed and reported.

• I will have to confirm and report total # of calls by our team every Friday for the next 4 weeks

• Reports will be shared with Executive Directors and Executive Leadership highlighting our commitment to this effort.

How do I find Phone numbers, if I don't currently have them?

• Customer Look-Up Tool / Username: williams@movalley.usta.com / Password: Blakejack02*

• How-to tutorial on the customer look-up tool and ShowPad Email Template