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SCRIPTING INSTRUCTIONS:
SCRIPTING INSTRUCTIONS:
Once the lead has populated for us to dial out on we will need to click the blue dial button.
If the caller answers we will state the "Reached" phrasing, and then mark the resolution based on the callers response to the question "Do you have a moment to talk?"
If the caller does not answer we will be leaving a voicemail utilizing the phrasing listed for "Reached VM".
READY TO PROCEED -
READY TO PROCEED -
If the caller states they are ready to proceed we will select that resolution and click next on our scripting. We will then verify that the information generated from the lead while entering it into the CRM to prevent dead air and improve accuracy of the information.
There are three resolutions: Added and Scheduled, Added but Not Scheduled, and Unable to add. Please make sure to select the correct option. If you are unable to schedule or add the lead we will submit a message through the scripting!
WEBSITE INSTRUCTIONS:
WEBSITE INSTRUCTIONS:
First we will start by launching the website and logging in utilizing the credentials provided in the scripting!
The company ID, Username, and Password will be available to copy and paste from the website screen in the scripting.
Once we have logged in we will first select contacts to search for the customer we need to locate.
Next we will use the quick find located on the left hand side of our screen to locate the customer. You can search by their last name, or copy and paste the address from the scripting.
Once we have located the customer we will look under the Inquires & Appointments section. To see what the most recent inquire was. Then we will move on to booking the appointment.
To book an appointment we will first need to click the calendar button located at the top of the webpage.
Once the calendar loads we will need to confirm we are in the correct week. You can also jump to a specific date by using the mini calendar on the lefthand side of the screen.
The next thing we should verify is that only the "Salespeople" box is checked at the top.
You will see the list of sales personnel below the mini calendar on the lefthand side of your webpage.
We will NEVER select the CallExperts1 box as we are not booking these appointments for ourselves.
Initially we will only be booking under J Vann Ross, and he will be assigning it out to the other sales team personnel. If it makes it easier you can uncheck all of the other boxes and just leave his so that you can only see his available times.
TIPS: Please make sure to look at the time frames! We do not want to accidentally book something in the middle of the night!
We will attempt to book the time frames at 10am, 1pm, 4pm, and 7pm if available!
The client will block out time frames that can not be scheduled by marking the slots as No Appointments as seen above! Please do not attempt to book aynthing during a time frame that says no appointments!
Once you have found an available appointment time that works for the caller you will double click that time on the calender. It will then open a new page for you to fill in the appointment details.
The Type of Appointment and Category should always be listed as Sales and Sales Appointment.
Double check the date and times that were selected.
Fill in the subject line with a brief descripting of the work the caller wanted to inquire about.
Copy and paste the service address from the scripting AND verify with the caller that it is the correct project address.
Fill in a brief description including any important details from the customer.
Then we will click the blue SAVE button to add the appointment to the calendar.
SCRIBE GUIDE:
SCRIBE GUIDE:
Please review the scribe below to review the outbound procedure for this client.
COMPLETION ACKNOWLEDGEMENT:
COMPLETION ACKNOWLEDGEMENT:
Great work, Expert!
Please fill out the following Completion Acknowledgement and provide feedback on the material.
If you need further assistance on this account, reach out to your direct supervisor for a follow-up!
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