Training Guide Volume 3 Modules 1 & 3 Training Group

1. Training Guide Volume 3 Modules 1 & 3 Training Group

2. Congratulations on your new position as a Virtual Independent Contractor!

3. COMPANY VALUES • At NLS, Inc. we have some values that we always try to live by.  • The values are: • The Best value for our Customers • A great place to work for our People • An environment that fosters Team Work • Quality through continued improvement • Integrity in all we say and do • Profitability for continued growth of our business

4. Module 1 • Module Objectives • Contact Center Environment • Sales Channels • DNC’s

5. WHAT TO EXPECT WHEN WORKING IN A CONTACT CENTER  There are few other things to remember when working in a Contact Center Scheduling People ·        We will be open 15 hours/day, 6 days/week which means we will have work schedules that include evenings and weekends. ·        Because calls arrived patterns do change and we experience seasonality – we may change agent work schedules based on performance and business needs.

6. Goals • Revenue Per Hour at $ 25.00 • Sales Per Hour at 1.5 • Performance Goal on Cold Calling & Reten greater than >90 % • Credit Card goal >35% • Daily-Sunday sales greater than >75%

7. Quality · Call Context: What you say during the call should be accurate 100% of the time. ·  Sales Agent Errors:  Accuracy with the information in the sales you made is important.  Errors should be not exceeding 2%. ·  Sales Focus:  Stay focused on sales with an eye toward generating revenue. 

8. Sales Channels • The sales channel is the means by which NLS segments the market to organize sales efforts. • News Papers Sales Force works with the largest on NLS Accounts. • Retention: Relations with current or past customers. • SBE: (Subscriber, Base, Enhancement) or Cold Calling building a new customer relations. • Lead Generation: Setting appointments • In Bound: Up sell customers on specific product. • Blended Campaign: Consisted on soft collections (30 to 90 days) sale marketing.

9. DNC’s A law passed by the Connecticut General Assembly that took effect in January 2001 allowed consumers to place their names on a "No Call" list maintained by the Department of Consumer Protection, if they chose not to receive telephone solicitations. Businesses located both in and outside Connecticut are prohibited from calling people on the "No Call" list and from including consumer's names on marketing lists compiled for sale to others. The law also prohibits businesses from blocking the caller ID feature on consumers' telephones and from re-selling consumers' names to other solicitors. There are exemptions from the "No Call" policy. They are calls made: 1) With the consumer's prior express written or verbal permission;  2) In response to a consumer’s visit to an establishment with a fixed location;  3) Primarily in connection with an existing debt or contract that has not been paid or performed;  4) To an existing customer;  5) From a business that first began to do business in this state on or after January 1, 2001, that has operated in this state for less than one year;  6) For a non-commercial purpose, such as a poll or survey;  7) By a tax-exempt, non-profit organization and  8) By telephone companies, compiling their own directories. (Important: even if the caller is exempted from this law, you can still stop many of these calls just by telling them not to call you again. Federal law requires each and every business to place your name on their "no call" list, if you request it.) NLS, Inc. Policy on Cold Calling Campaigns No rebuttal to DNC 8 years (won’t call) If customer indicated put me on the “Do Not Call List” “Annoyed” don’t call me. Need to be add as (No Sales) disposition Business – Unless specifically ask for DNC code out as “delete-business” disposition. We maintain our business & clients DNC list.

10. Module 2 Module Objectives Using Your Voice Customer Dialogue

11. TeleDirect

21. On-Line Reference Guides

22. Intranet Double Click

23. WWW.USPS.COM

24. SF CHRONICLE WEBSITE WWW.SFGATE.COM

29. DIALOGUE Module 3

30. Using Your Voice Prior to making a call at Next Level Solutions, always review these steps for maximum effectiveness with customers: Smile in your Voice Try it – answer the telephone with a SMILE on your face.  The “brightness” difference is amazing.  You’ll convey the immediate impression that you’re to be involved with NLS which will rub off on the caller. Voice Power: The voice is a great reflector of the inner feelings that we communicate, regardless of distance. Speed The telephone is so easy to use that it might lead to hasty discussions.  That causes misunderstanding.  Slow down and think before you speak.  On the other hand, you don’t want to go too slow, especially if the caller is a too fast-paced person.  Try to match the caller’s pace. Volume Try to find a happy medium.  Don’t be so soft that the caller has trouble hearing you, and don’t be so loud as to be overbearing.  Pleasing voices are slightly softer than typical conversation. Practice with microphone placement. Never talk loud or yell on the telephone.  Keep your microphone two fingers away from your lips. Vocal Tone Are you grouchy or cheerful, energetic or tired, excited or bored? Your tone of voice can give entirely different meaning to the very same words. Natural variances in tone always work the best for emphasis. Avoid monotone or sing - song tones. Enunciation Speak distinctly.  Don’t make the caller have to work hard to have a conversation with you.  Enunciate your words, and use proper grammar.  The caller should pay more attention to the content of your conversation, not in deciphering what you are saying.  Over enunciate difficult words to understand over the phone. Speak clearly and deliberately. Focus on correct pronunciation of all words. Never use slang.

31. Customer Dialogue    In this section, you will learn about the dialog that sales agents use when speaking to customers. Using the correct dialog is important because: · It helps you to consistently provide customers with all of the information they need about our service. · It helps you to obtain all the information you need from the customer quickly and efficiently.

32. Recommended Dialogue: Oneach and every customer contact made, the image of our client, our company and our industry will be enhanced through the consistent use of the NEXT LEVEL SOLUTIONS Positive Call Results approach (8 – steps). 1        Prepare for the Call Thoroughly understand the client's objectives and the calling plan. Review campaign fact sheet for specifics. 2        Open the Call Make the customer feel comfortable and accepting through the effective use of voice, enunciation, and attitude.

33. 3        Educate the Customer Identify yourself, the client you represent, the purpose of your call, and attempt to close by verifying customers name, address, or perhaps the city name. 4        Identify a Need / Desire Use open probe questions to encourage discussion and identify customer's need or desire. 5        Acknowledge Responses Demonstrate active listening and comprehension by restating key issues and confirming customer statements or opinion. 6        Attempt to Close Support identified need / desire with personalized product / service benefits and value statements. Always attempt to close after giving the appropriate rebuttal to customer’s objection. EX) confirm customer’s name, address, or city name 7        Close the Call Begin recording call and read the appropriate closings verbatim (word for word). Review terms of the offer or next steps. Answer any additional questions. 8        Evaluate the Call It’s an ongoing process to ensure continuous improvement and growth in the client marketing approach, as well as TSR performance.

34. The Components of the Opening Greeting                      Good (Morning, Afternoon, Evening) Identification             First and last name; Alternative names must be registered with a supervisor. Statement of Purpose Explain the reason for calling. This statement is the introduction to the sales message and must be compelling. Use motivational and emotional words to create positive response. Customers will make the decision to continue or stop the call within the first 15 - 20 seconds of the call. Goals of the Opening: > Reach the decision maker > Start rapport building / Identify Customer Needs > Capture customer’s attention “Newly Reformatted” > Assumptive Close > Information is conveyed confidently with knowledge of product. The Script varies from campaign to campaign. Though management provides you with written presentation as well as "pop - up" scripts on your screen. You are empowered to tailor the scripts to fit Customer needs (within reason!). A cardinal rule in telemarketing suggests that your presentation be no longer than 25 seconds in length. A pitch is designed to introduce: It is NOT designed to automatically sell the paper for you, (that is why we hired you, and not a bunch of tape machines.) The real "selling" of the newspaper will come after the contact's first "NO. Be prepared to hear “NO” and rebuttal with the appropriate solutions.

35. PRODUCT CHARACTERISTICS The most vital information for a TSR is through knowledge of the clients feature, what benefit they provide and what value that benefit provides for the customer. Feature                                                 A part of the client's product or service that is to be highlighted ·        Sports section of the newspaper ·        Local and National news Classified Benefit                                     Useful part of the feature ·        Answers the question: "What's in it For Me?" ·        Keep up - to - date on the sporting events ·        Stay informed with current events ·        Entertainment, money market, special interest sections, etc.

36. Value          Based on customer needs personalize the benefit and make The purchasing decision more specific.             ·       You and your kids can follow the (football team) as they          cruise to another Super Bowl victory. ·        Will save you time when you consider the amount of          time currently used for hourly television viewing, it is also          convenient to take the paper wherever you go. Asking for the sale: ·        Most effective immediately after answering a question or handling an Objection. ·        Attempted two or three times per call ·        Variable based on the customer and the call flow Closing the sale: ·        To consistently bring the customer to a buying decision ·        Eliminate hesitancy and reluctance that will be perceived by the customer as a lack of commitment to the product or service.

37. PROBING Effective use of probing will uncover valuable customer information that can be used in the presentation to personalize the sales message. Open Probe Questions The purpose for an open probe question is to generate conversational answers that allow the customer to speak and the TSR to listen. The following words are used in an open probe question: WHEN - When was the last time you read the_______ newspaper?      - When was the last time you had home delivery?                                              HOW   - How often do you pick up the paper at the news stand? - How do you normally go about getting your local news sports coverage? WHAT - What sections do you look for when you read a newspaper? - What are your hobbies?

38. WHERE -Where do you get your national news? - Where do you do your shopping? WHO   - Who in your home currently reads a newspaper? - Who in your home does the grocery shopping? WHICH  - Which newspaper do you have delivered to the home now?  - Which section in the paper do you read most?  - Which section does your children like the best? Please note: Why is not used, as it makes the customer defend and justify their opinion.

39. Handling Objections OBJECTION 1: CURRENT SUBSCRIBER (OTHER PAPER) Which paper are you currently receiving? Which days do you receive the _____ paper? Have you had a chance to take a look at the (insertpaper name) lately. REBUTTALS: A. Well, just to let you know, it’s nice to have a change and perhaps make a comparison between the (paper) and the (our paper). You’ll find the way the (our paper) is organized and the way it is written will catch your attention. CLOSING ATTEMPT: I have a feeling you’ll enjoy it….what is your last name? B. We definitely don’t want to replace your paper. I understand that the (their paper) is very well known in your area. What most people are doing is simply using the (our paper) as a supplement to their own paper for this short period to see the difference for themselves. CLOSING ATTEMPT: We are eager to hear how you enjoy the (our paper), do you live in a house or apt? C. Have you ever taken a look at our daily supplements? That is what gives the (our paper) such a great variety on a daily basis. (Explain different articles that are featured each day) CLOSING ATTEMPT: I guarantee that there will be something you will find during the week that you will enjoy. So let’s go ahead and put you down for delivery, your still in the city of _____, is that correct? D. By chance sir, have you ever taken a look at our (insert entertainment guide)? Just to let you know it covers an incredible variety of things to do on the weekend and if you’re like I am….It’s nice to get out and do something unusual every once in a while! We also feature a lot of other benefits that you’ll enjoy, like the TV week, plenty of coupons and sale ads for incredible savings. CLOSING ATTEMPT: I have a feeling that there are plenty of things you’re missing out on, let’s go ahead and give it a shot so you can take a look at our ( insert entertainment guide) okay?

40. Objection 2: GETS THE PAPER AT WORK / NEIGHBOR: What sections do you typically read in the break room at work? What do you typically do if the paper is not available? When was the last time you extended the favor back to your neighbor by covering the cost of the paper? REBUTTALS: A. Actually, I’d say you’re pretty lucky to get it at work. The best part about taking our paper at home is that you have your own “personal” copy so that the entire family can benefit from the newspaper. CLOSING ATTEMPT: It’s guaranteed by (delivery time) every morning, so you can take it with you on the go, okay? What is your first name? B. I’ve found through my own experiences and through other customers, that it is a lot more convenient to have your own personal paper delivered so you have easier access to your favorite sections, rather than fighting over it with your co-workers. CLOSING ATTEMPT: I’m sure you’ll find it to be a nice treat, try it for the promotion and see how it fits your schedule, okay? What street do you live on?

41. OBJECTION 3: RECEIVES TOO MANY PAPERS Which papers are you currently receiving? Wow! How many papers do you get? Which days do they come? REBUTTALS: A. Do you find that you look at different parts of each of your papers? The reason I ask, is that if you’re paying for several different papers and reading only parts of each paper, it’s possible that these papers are not fully satisfying you and giving you what you need. B. So many customers find it to be so much more convenient, let alone inexpensive to have just one paper. CLOSING ATTEMPT: So, let’s get you started this way you’ll be getting all that you need in just one paper, at what address would you like this delivered to?

42. OBJECTION 4: HAS NO TIME TO READ ALL OF IT So what keeps you so busy? Would you say that your time is limited because you work so much or perhaps because you have children to spend time with? How do you get your news information if you don’t have the time to read a paper? REBUTTALS: A. Wow!! It seems that you are busy, but the paper is designed specifically for someone like you and me, being that we do work a lot. This way it’s there for you when you have a moment to spare, not to mention you’ll be caught up on the news as well as enjoy the benefits of the paper. CLOSING ATTEMPT: I have a feeling you’ll find this pretty accommodating, let’s go ahead and get that out to you, now is a house or an apartment that you live in? B. If you’re unable to read it during the week….you might want to take it into work and enjoy it on your lunch break, or share it with your co-workers. Most of the people that I talk to, do it this way because not only do you have a paper to read, but when you’re done with it, you can pass it down to a co-worker so it’s not piling up in your house. CLOSING ATTEMPT: This makes it a bit more convenient for you with your busy schedule and you’ll be able to keep up with what is going on and even get out to that movie you’ve always wanted to see. Do you still live in _city______? C. It is so beneficial to have (our paper) in the house when you have children. The paper can be such a phenomenal learning tool for children of all ages and it is nice to spend quality time with your children going to plays, ballets or just a movie. The (our paper) is more than just a source for news. I’ve found it to be pretty useful myself. CLOSING ATTEMPT: Let’s have you take a look at it and see what things you may find to enjoy with your children, okay? What is your home address? D. Well, I understand that listening to the news can be pretty informative, but I have to just mention that the (our paper) is so much more convenient to have. The paper tends to be a much more portable form of news. I know I used to be just like you because I always tried to stay up late and catch the news, but since I became a little more aware of the things in the newspaper, I’ve found that the news itself is limiting. CLOSING ATTEMPT: I have a feeling you’ll find the paper to be a lot more convenient for you with a lot more freedom to make choices that are better for your schedule, what is your first name?

43. OBJECTION 5: CAN NOT AFFORD IT! Who in the house plans your weekly shopping? How much were you paying for delivery before? What do you use to save on groceries? Haircuts? Oil changes? REBUTTAS: A. Well, if you’re like most people I’m sure you’d love to save some money, right? The (our paper) can actually be pretty useful! We’re going to go ahead and include over $100 worth of coupons you can take advantage of and put that savings towards your paper. CLOSING ATTEMPTS: With the savings from the newspaper I’m sure you’ll find this promotion is within your budget. Let me start out by gathering your address. B. What many people do is clip one or two coupons and with the money they save, they put it toward our Sunday paper edition, which is only $____ We’ll also include the sales ads for you, as well as the TV guide, in case you buy that separately, okay. CLOSING ATTEMPTS: Most of our customers seem to think that this really works! I’m confident you’ll find the paper as a source for savings, now you’re still in the city of ___city__?

44. OBJECTION 6: DOESN’T SUBSCRIBE TO ANY PAPERS Oh really!! Well I have to ask you ……How do you stay informed with your news coverage? How do you get your current events? Movie listings? Entertainment information? Sports coverage? When was the last time you took a look at the (paper name)? REBUTTALS: A. I understand that you’re not getting a paper at home. We all watch the news or listen to the radio to keep informed, but have you ever thought about how limiting those choices can be? The (paper name) at least gives you a portable form of news. This way you have the freedom of choice to read WHAT you want, WHEN you want and WHERE you want to read it!! CLOSING ATTEMPT: You’re not going to be stuck in front of the TV late at night waiting for commercial after commercial just to get your news that you have been waiting for! Try it for the promotional period and see how you enjoy home delivery! Are you still at ……….?

45. OBJECTION 7: BUYS IT AT THE NEWSSTAND How often do you find yourself picking it up at the newsstand? Have you ever had a chance to receive home delivery of the (paper name)? What features catch your attention? REBUTTALS: A. When you pick it up at the newsstand you’re paying well over our promotional rate, not to mention you are not guaranteed to receive all of the inserts that are sent out, such as the TV book, coupons, and the Date Book. CLOSING ATTEMPT: So get it delivered at only (state price) for the entire 7 day delivery. No wasting time, gas, or money anymore…are you still at ………..? B. Why pick it up at the newsstand? This costs you time, your energy and typically gas money. Also you would have to get all dressed up to meet the public, when you could just put your fuzzy slippers on, run out and grab the paper and enjoy it in the privacy of your home. CLOSING ATTEMPT: I’ll get that out to you, (Mr. / Mrs. Name) in about 2-3 days so you can see first hand how much more convenient home delivery can be…..let me start out by gathering the delivery address.

46. OBJECTION 8: JUST NOT INTERESTED When was the last time you took a look at the (paper name)? How familiar are you with the (special insert)? Which paper are you currently receiving? How do you go about staying informed with what is happening locally and nationally? POINTS TO MAKE: Monday through (which day) at no cost, you just cover the cost of the weekend (this is only to be used as an example….this can not be used in the opening nor the closing) Guaranteed (insert delivery time) delivery Coupons to save you big money Sale ads to plan your shopping TV week, so you don’t have to buy it Movie listings Restaurant / entertainment information Only for (insert length)….good time to see if it fits your schedule Business news Sports coverage (High School and national stats)

47. OBJECTION 9: Had problems with past subscription How long ago did you have delivery? What types of issues were you experiencing? Well, I apologize. I didn’t realize that. Can you tell me a little bit about your last service? (Remember ….never be negative. Do not say negative words like the customer does, such as “problem.” Instead, be positive and say things like: “tell me about your last service: tell me a little about what happened; tell me what issue you ran into;” etc. etc. Listen to identify their concerns, but do not whine with the customer. Be empathetic and solve the problem.!!!) REBUTTALS: A. The (insert our paper) is EXTREMELY concerned with customer satisfaction. We really do appreciate your business. Just to let you know we try to improve our delivery on a daily basis. We run delivery surveys for our current customers to ensure a positive delivery rating. If we have a customer who does not have a positive delivery rating, we’ll do everything in our customer service department to solve that issue! Solve their problems with a paper tube, bag the paper or label the paper (depending on which paper are you selling). Be positive, upbeat and let them know it will work!! If physically challenged, also offer doorstep delivery (guaranteed). If had problems with customer service or billing, then ask them to explain, apologize to them and let them know we’d love to have them as a subscriber. CLOSING ATTEMPT: We would love the opportunity to show you that we can get the delivery all straightened out for you and now that I’ve left specific instructions for your carrier let me start out by confirming you still live at (confirm address)?

48. OBJECTION 10:TRAVELS A LOT How often would you say you’re traveling per week? When traveling, is it normally business related? How do you get your news information while you’re on the go? REBUTALLS: A. While you’re gone, is it possible that another family member may benefit from it, or perhaps a good neighbor? When you are home on your spare time, you can catch up on things that you’ve missed. CLOSING ATTEMPT: It’s also as easy as calling customer service and placing your paper on a vacation hold. With this request you will not miss any time on your promotion and when you’re ready to resume the paper it picks right back up where you left off… and your last name is?

49. OBJECTION 11: DISLIKES PAPER (EDITORIAL CONTENT) Which particular article was it that you read, that you may not have cared for? Tell me, what disturbed you about the (name of paper)? Have you had a chance to share your political views by writing to our editors? REBUTALLS: A. The best part about our paper is that you have the freedom to decide what you want to read. You’re more than welcome to skip anything that may not be of interest to you. Not many people think about that. Besides, there are so many other benefits that you will get in the (name of paper). CLOSING ATTEMPTS: If it’s a political concern, as a (liberal or conservative), it is important to keep an open mind and view both sides to keep very informed on pertinent and controversial issues. Keep an open mind and enjoy all the benefits from the paper, do you still live in (city)?

50. OBJECTION 12: ENVIRONMENTAL/RECYCLING CONCERNS How do you normally recycle? We recycle up to 50 % of our papers here at the (name of paper). We have trees available to us in Oregon for the sole purpose of newspaper. For every tree they cut down, they plant two!!!! ( APPLIES TO CHRONICLE) REBUTTAL: A. Well, you know that several times during the year, the Boy Scouts in your area run special recycling drives. Residents are more than welcome to call them and in a timely fashion the Boy Scouts will come to the customer’s home and remove papers needing to be recycled! CLOSING ATTEMPTS: This helps the environment and the scouts get their badges, not to mention it will save you the hassle of disposing the newspaper. Now that we cleared your conscious, let’s get the newspaper out there to you at this discounted rate…..Are you still at (confirm address)?