Video's scripts:
Would it be great if every prospect became customer around your timelime or another backdown to reality.
It's safe back that every prospect that you speak with, may be not that ready to take next step with you and make that purchase.
At least not just yet.
Now, the challenge with this is that many sale people with a gun shy will come to following up.
They say...well, jee...I don't want to follow up to the point being annyoing about it.
So I just back off a little bit.
May be I'll contact them in a few months.
Then finally, you make that call and realize that prospect bought from one of your competitors.
Now, there's no fool-proof method about this.
Here's something you can do immediately that at least allows you the opportunities to follow up.
Get permission to follow up with them.
Here is an example of dialogue you can have with the prospect that will enable you to get permission from them to continuely follow up.
"Mr. Prospect, thank you for your time today...now, before concluding our conversation, I notice that after the course of several months, many things can happen in the businesses...changes in the industries and the companies...even in their positions has tendency to divert the best lead plan...so I'm hoping that that I'm being able to touch base with you from time to time...of course without stepping over in the line of being annoying about this...so with your permission, would it be alright I can contact you from time to time with other valuable updates about product and service...or something that news that you may find a new interest as related to your businesses".
In this way, if there's any changes on your prospect's side, you won't be the last person to find out.
Summary:
Three main layers of customer support:
- Self Help
- Voice Support + Premium Support
- Web Chat
Video's scripts:
In the customer relation organization at Palm, we're never standing still.
While we're delivering high quality support to over 15 millions active customers.
We're designing and building new capabilities to deliver high quality support.
For instance, Palm customer support is a whole range of support options.
We all know that all customers are not alike.
And we know all different preferences even how to get support.
So we want to provide them choices and we want them accessible.
We don't want them to dig around and question how to get information.
We want to come to them.
And in order to achieve that we provide support in 3 distinct layers:
The first layer of support structure is SELF SUPPORT.
Many customers prefer to look for reply and answer their questions on their own.
For those customers prefer not to talk on the phone, we rather to do it themselves with 3 great ways to get help.
The place to start with is our webpage and our articles.
If you go to palm.com and support section, you'll find load of content including how-to, download and updaters.
We literally have thousands and thousands of arcticles and hundreds of webpages to help you.
the...help question we answer that question on the website.
Another way to get assistance is on the palm's help forum.
Asking your peers is a great way to get your answers fast.
These super users act as moderators and they've got many many years of experience in using our products.
They know ins and outs and they've used our products in ways that most of us haven't imagined.
We also use agents to participate in the forum to answer those questions.
So they are experts watching all the time.
We do moderate the site and make sure people get their questions answered promptly and properly.
And if you can't find what you're looking for on the webpages or help forums you can access palm's phone without paying the phone.
With our new web chat you can start conversation with agents, just press a single button.
The second layer in our support structure is VOICE SUPPORT.
If you are like me...don't know who are that customers are.
What you can do is find phone number and get ..on the line...to help you out as soon as possible.
We do provide cost of support in conjunction with carrier partner, in collaboration with them.
But if you do happen to call them directly or carrier transfer the call to us, we do free support on the phone.
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