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SCRIPT INFORMATION
EDCO Direct Value Statement
We help Principals and Teachers with discipline, tardy and bullying problems.
Over 2,552 schools across the United States in the past 27 years have selected us to help them solve their most pressing school discipline problems and reduce suspensions and discipline referrals, through the use of our professional development services that work with difficult kids.
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You Are Calling for an Appointment after Meeting Your Prospect at an Event
Your prospect’s gatekeeper answers the phone.
You hear: “Hello. Bart Decker’s office. This is Heidi. How may I help you?”
You say: “Good morning, _____. I recently met _____________ at the XXXXXXXXXXX. He asked me to give him a call and I promised him I would. I’m wondering if you could connect us?”
You hear: “Certainly.”
You hear: “Hello, this is Bart Decker.May I help you?”
You say: “Hello, ______________.This is ___________.We met recently at the XXXXXXX in XXXXX. As you may recall, I indicated that I’d call you and you suggested I do so.
Do you have a few minutes right now?”
Two possibilities:
You hear: “No.”
You say: “Can we make an appointment for a call at a more convenient time?”
or
You hear: “Yes.”
You say: “Good. As you recall, I’m with School Discipline Solutions and we assist our principal and teachers in the schools across the country address school discipline issues and reduce suspensions and discipline referrals. We do this by onsite classroom management staff development providing practical, useful strategies teachers and administrators can use with all types of students.
Would it make sense for us to arrange a phone conference with Dr. Glanton to discuss how we might help you further?”
Three possibilities:
You hear: “Yes.”
You say: “Let’s schedule an appointment.”
or
You hear: “I’m not sure.”
You say: [Proceed to ask qualifying questions to have the prospect verbalize a potential problem you can solve.]
or
You hear: “No.”
You say: [Qualify the prospect further to determine if there is some possible way to meet.]
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Voice Mail Script for Education Company
This strategy should be used whenever you leave a voice-mail message, regardless of how you ended up in voice mail! You call and are only able to make contact through a voice-mail message.
Intro:
You can use this sales script to leave a message to prospects that you have not contacted before or who just inquired about general information regarding the Education Company.
This script is written to only identify prospects who are currently interested in finding solutions to their school’s discipline concerns. The script is outlined to accomplish the following:
a) state who you are
b) state what company you represent
c) show credibility by stating our past history of working with other schools
d) state exactly what we do
e) state how we might be able to help if school has a need
f) state next steps
You hear: “This is Mary Smith. I’m sorry that I’m not at my desk right now. Please leave a message and I’ll get back with you at my earliest possible convenience.”
You will notice that you give your phone number twice.
It is very important to do that because the person may not have a pen or pencil handy and can get one by the second time you provide the number. Be sure to give your number very slowly and clearly so that the prospect can understand it. You’ll also notice that you are doing your best to establish a situation in which you will call that person back in a couple of days and he or she will be expecting your call.
You may even want to think about writing your own phone number down as you leave it verbally. Why is that?
Simply this. Your prospect can’t write any faster than you can! Try not to be one of those people who speak at a normal speed until they leave their phone number—and then they speed up! If you’re like me, those are the numbers I delete. Forever. I’ll bet you do, too. So will your prospect.
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The Gatekeeper Is Resistant
You hear: “Good afternoon. Ms. Smithson’s office. This is Barbara speaking.”
You say: “Good afternoon, Barbara. My name is _______________ with ___________. [Insert your Direct Value Statement.] I’m following up on some material I sent to Ms. Smithson last week. I’m wondering if Ms. Smithson is available?”
You hear: “She doesn’t take calls from people trying to sell her something.”
You say: “I can understand that. However, I’m following up on some information I sent her.”
You hear: “I know she won’t take your call. She never takes calls.”
You say: “I do understand. But maybe you could help me. Does she ever personally talk with people who have sent her materials?”
You hear one of two responses: (A) “Well, yes, she does occasionally” or (B) “No, she doesn’t.”
If (A), you say: “Great. Would it be acceptable if I left her a voice mail or would you suggest that I leave my number with you so you can pass it on to her?”
If (B), you say: “I would like to talk to her now. But if not, perhaps I could follow up tomorrow with a phone call to see if she has had a chance to review the material.”
This situation, unfortunately, is not unusual or uncommon. Many gatekeepers are given the primary duty of keeping out callers no matter what: they are the buffers. Never forget: your goal is simple, straightforward, and clear—to get an appointment with the prospective customer. That’s it.
And here’s the point: never, ever alienate the gatekeeper. In fact, you should work diligently to get that person on your side. However, if you must, you may need to circumvent that person’s role by going directly to voice mail and leaving a powerful, benefit-rich message hoping to have the prospective customer either eagerly expect your next call or tell the gatekeeper to anticipate your call.
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The Gatekeeper Is Positive, Prospective Customer Is Resistant
The gatekeeper answers the phone. Her response is positive and receptive. However, when you get to talk with your prospective customer, there is some degree of resistance and reluctance.
You hear: “Hello. Margaret Smith’s office. This is Barbara. How may I help you?”
You say: “Hello, Barbara. My name is _______________. We help Principals and Teachers with discipline, tardy and bullying problems. Over 2,552 schools across the United States in the past 27 years have selected us to help them solve their most pressing school discipline problems and reduce suspensions and discipline referrals, through the use of our professional development services that work with difficult kids.
I’m wondering if Ms. Smith is available.”
You hear: “Yes, she is. May I ask you what this is in reference to?”
You say: “Certainly. As I said, my name is _____________. I’m with The Education Company and I had indicated to her that I would follow up on the material I recently sent to her.”
You are connected.
You hear: “Hello. This is Margaret Smith.”
You say: “Hello, Ms. Smith. As I told Barbara, my name is _______________ with The Education Company. I sent you a letter recently and I am just following up. We help Principals and Teachers with discipline, tardy and bullying problems. Over 2,552 schools across the United States in the past 27 years have selected us to help them solve their most pressing school discipline problems and reduce suspensions and discipline referrals, through the use of our professional development services that work with difficult kids.
I was wondering if it might be possible for us to schedule a conference call with our company Operations Manager so that we could show you exactly how we could possibly do the same for you.”
You hear: “That sounds good. However, I’m not interested in spending a lot of time looking at what you have to offer right now.”
You say: “I can understand that. My purpose, however, is not to sell you anything. We would really like to have a chance to meet you, learn something about your situation, and perhaps give you some idea of what we do so that we might be a viable option for you at a time when you might be interested in moving forward in the future.”
You hear: “I might be willing to listen. However, don’t expect me to buy anything.”
You say: “I certainly don’t. In fact, I promise that we will only begin a dialogue around taking a look at what we have.
I’m wondering, do you have your calendar available? Is there a time next week that’s better than any other for us to schedule a conference call with our company Operations Manager?”
You hear: “How much time will this take?”
You say: “How much time could you spare? I promise I won’t take any more time than you can give me.”
Note: Suggest a specific time frame and then set a day, a time, and a location. Be sure to emphasize that your meeting will take only as much time as the prospective customer can spare. Notice, again, that you respond to a question with a question (“How much time will this take?” “How much time can you spare?”).
At this stage, don’t assume that the prospective customer is or is not interested in your product or service. Your primary purpose is to assure him or her that you will not be expecting a purchase decision immediately. Your goal is to emphasize your interest in determining whether you can be of help in any way and to introduce your product or service to your prospective customer. Never forget that—and never violate that promise. If, however, your prospective customer develops interest during your visit, don’t hesitate to move ahead as aggressively as necessary.
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The Gatekeeper Is Officious
You hear: “Good morning. Ms. Johnson’s office. This is Linda speaking. How may I help you?”
You say: “Hello, Linda. My name is _________ with The Education Company. I’ve got a problem and I need your help.”
Note: People in positions such as hers are trained to provide assistance to people who seek it.
You hear: “How can I help you?”
You say: “Linda, my name is _______________ and I’m calling to determine if Ms. Johnson received my recent correspondence after our recent meeting in _______. [Insert your Direct Value Statement.]
I would like to talk with Ms. Johnson, leave a message with you, leave a voice-mail message, or send Ms. Johnson some additional information. Which would you suggest that I do?”
Work with the gatekeeper to achieve your one, single objective— an appointment. Always solicit that person’s help in suggesting the best way to get your message to your prospective customer.
It is essential that you earn this person’s endorsement and support so that you can broaden your base of internal advocacy within your prospective customer’s organization.
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The Gatekeeper Is Receptive, Prospective Customer Is Positive
You hear: “Hello. Margaret Smith’s office. This is Barbara. How may I help you?”
You say: “Hello, Barbara. My name is _______________with ________________. I’m wondering if Ms. Smith is available.”
You hear: “Yes, she is. May I ask you what this is in reference to?”
You say: “Certainly. As I said, my name is ___________. I’m with ___________. [Insert your Direct Value Statement.]” You are connected.
You hear: “Hello. This is Margaret Smith.”
You say: “Hello, Ms. Smith. As I told Barbara, my name is _______________ with ______________. [Insert your Direct Value Statement.] I’m calling to check and see if you received the recent correspondence (letter, e-mail, fax, card, announcement, etc.) I sent you. [Wait for a response.] I was wondering if it might be possible for us to schedule an appointment so that I could show you how we might be able to help you with _________________.”
You hear: “Your correspondence did look interesting.”
You say: “Good. But I can promise you this: if what we have, in your opinion, won’t work for you, I’ll certainly understand and not take too much of your time. Does that make sense?”
You hear: “As long as you do that, I’ll be happy to see you.”
You say: “Good. Do you have your calendar handy? If so, let’s go ahead and schedule an appointment. Is there a day next week that’s particularly good for you?”
- This situation is not as rare as you may think. There are times when you will be able to get a good, positive first contact.
- It is essential, however, that you remember that your single, solitary goal is always the same in every case—to get an appointment. Your goal is not to spend a lot of time on the phone, to make a sale, or give a presentation about your product or service. One more time: your single, primary goal is to gain an appointment—not to sell!
- This situation shows the overwhelming importance of your Direct Value Statement. You must have it carefully prepared and it is the only thing in this book that you need to learn word for word. Use it at the most appropriate times and it will prove to be invaluable to you.
- Should you receive questions with regard to your product or service, always defer them with the statement, “I can answer those questions when we schedule a conference call with our company Operations Manager . However, in order to answer them adequately, I’d like to ask you a few questions to see precisely how our solution can best be positioned to be of greatest value to you when we schedule a conference call with our company Operations Manager .”
- Never forget: all phone calls are always about one thing: getting an appointment—not making a sales presentation on the phone.
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How to Confirm an Appointment by Phone
Second, you call, as you promised:
You hear: “Good morning. Ms. Johnson’s office. This is Corrie. How may I help you?”
You say: “Good morning, Corrie. This is ___________ with _______________. I’m calling to confirm my appointment with Ms. Johnson for tomorrow at 10:00 a.m. I’ll be there at 9:45 a.m. for our meeting scheduled from 10:00 a.m. to 11:00 a.m. Is that still the correct time and does everything appear to be on schedule?”
You hear: (A) “Yes, it is” or (B) “No, there’s a problem.”
If (A), you say: “Good, I’ll see you tomorrow morning at 9:45. However, should something come up, please e-mail me at _____________ or call me at
________________. Thank you very much.”
If (B), you say: “I’m sorry to hear that. However, I would like to reschedule, if that’s OK. Can you schedule an appointment for me with Ms. Johnson or would you recommend that I talk directly with her?”
Based on the response, you will either reschedule with the assistant or talk with your respective customer in order to reschedule.
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Thank You for Your Interest in The Education Company.
SCHEDULE YOUR FREE CONSULTATION HERE
One of our account managers will be in touch within one business day.
If you need immediate assistance, please call us at 800-294-9009
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