sales training small and medium businesses

SALES TRAININGSmall and Medium Businesses

Online Class

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•________________________________________________________________________________________________________________________Agenda

Introduction - Aiming for Success: Challenges and Objectives

Unit 1: Sales Basic – Going To the Net

Unit 2: Tracking & Measuring your Sales

Unit 3: Increasing Chat traffic

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•________________________________________________________________________________________________________________________Introduction - Aiming for Success: Challenges and Objectives

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DISCUSSION» DETERMINE your company’s goals for LivePerson chat» DISCUSS what challenges you encounter» REVIEW Sales Training learning objectives

Ideas of communication:1.Think of what you already know about your products or services and how do you currently sale them (phone, face-to-face; sales point)`.2.Understand that selling through chat is a different methodology than face-to face sales.3.Once you know how to use the Chat channel (features and overall technology), try to apply your Sales knowledge into chat rather than using features.

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•________________________________________________________________________________________________________________________Introduction - Aiming for Success: Challenges and Objectives

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I do not have enough Chat trafficI do not generate enough sales leadsI do not see the sales conversion that I expected

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•________________________________________________________________________________________________________________________Unit 1

Sales Basics: Going to the Net Sales Basics: Going to the Net

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•________________________________________________________________________________________________________________________Unit 1: Sales Basics: Going to the Net

How This Unit will Help you?This module provides you with tips and recommendations on how to chat with customers and how to make a difference.

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Lessons in This Unit:

» Lesson 1: 10 steps to make a sale» Lesson 2: Communication Principles » Lesson 3: Netiquette

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•________________________________________________________________________________________________________________________Lesson 1: 10 Steps To Make A Sale

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Introduce Yourself1

Build Trust and Monitor visitor2

Ask Probing Questions3

Acknowledge Need or Concern4

Recommend solution and state benefits5

Assume Control of Engagement7

Recognize Buying Signals and ask for sale8

Overcome Objections9

Wrap Up and Conversion10

Give your client permission to feel in control6

“Hello. How may I assist you today?”

Introduce Yourself» Know your website inside out

Most of the time, agents know the products or services very well but are not familiar with their website. Customers who come to chat are only dealing with the website and want to receive help on the web. Knowing your website is essential, CRUCIAL to make a good impression, provide a good service and bottom line, sell, sell, sell.

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Introduce Yourself1










Build Trust and Monitor Visitor» Turn cold communication into warm

communication» Respond appropriately to visitor chit-chat» Determine and match communication style» Listen for emotions and display appropriate

empathy» Use polite, courteous words» Learn about your visitor’s behavior on your

website

“Allow me to look into that for you. Would you mind holding for

a moment?”

Chat is a game of catch. When you throw the ball, the other chatter needs to catch it and respond. If not, the ball drops and you loose the game.

If the customer uses emoticons (smiley), then match the communication style and you can use them as well.

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Ask the right questions at the right time and become a Problem Solver

» Acknowledge the need motivating visitor’s question

» State the feature» Use transitional phrase “What this means

to you …”» Present value of the feature» Ask a question to confirm understanding

Introduce Yourself1










If you see the location “Virginia” in the Info tab, you know that you can

offer a discount. Ask “Where are you located”

(Privacy issues)

Begin information gathering questions by using “What..” instead of “Why”Question should be brief. The shorter the question, the quicker the answer.Avoid any question or statement that reads as pushy or intrusive. Eg: Can I sign you up?

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Introduce Yourself1










Take time to understand and verify visitor needs

» State a willingness to help» Acknowledge visitor need or concern» Avoid jumping to conclusions» Clarify as appropriate

“I understand your concern, let me recommend…..”

Examples: That s a great question. Let me find out for you.I can see why you are interested

Avoid “selective listening” by not jumping to conclusions and keeping an open mind.

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Focus on the customer needs and find the proper solution for him. Do not expand and give him information that are not relevant to him. This will only bring confusion and you will loose the customer’s attention.


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Introduce Yourself1










Recommend solution and state benefits

» Do not write or push every details of the product. Present just the customer wants to know.

» Use chat communication features such as Push a page, send links, co-browse

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Introduce Yourself1










Give your client permission to feel in control

» Remove the burden of Going for the Yes» Shift your view so not to trigger the

Negative Sales image» Humanize the Chat

“Sure. I can understand why this is important

to you.”

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Recommend solution and state benefits

Introduce Yourself1




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Assume control of the Chat » Use questions (open and closed) to clarify

& gain greater understanding of issues» Avoid “dead chat” time by explaining what

you are doing & why

“Sounds like you have a lot going on. Would it be easier if I gave you a

call to get all of your questions answered right away?”

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Introduce Yourself1










” Would you like me to send you the link to begin your order? “

Recognize Buying Signals» “LISTEN” for compliments:

“You have been very helpful today”“Sounds good”

» “LISTEN” for “next step” questions:“What do we need to do now?”“Can you help me pick out the most critical features?”“When will I have that information?”“Who else is using it?”

» ASK for Sale

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LivePerson Engagement Strategy & Skill Steps

Example:Objection: “I would like to discuss with my spouse about this offer.”Your Response: I understand your hesitation. You want to be sure you have all the information you need to make an intelligent decision. If you would prefer, I can set you up right now, with a no risk trial account, that will allow both of you to discover the benefits for yourself. Would you like to do that?

Objection: “I have to speak to my business partner.”Your Response: I will leave the chat window opened so you could come back if you need additional questions.


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Introduce Yourself1










Overcome Objections» Respond with honest consultation and

logical reasoning to better serve the prospect.

Let me leave the chat window opened so

you could come back if you need

additional questions

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Introduce Yourself1










“Thank you for visiting.

Please chat with us again

soon.”

Wrap Up and Conversion» Record chat in internal systems» Fill out the LivePerson Operator survey» Close the deal and identify next steps

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Directions:Start a discussion with the participants: be prepared to comment on the impression you think the visitor received and what, if anything, you would have done differently.

Let’s discuss the following example:1- May I please … Not american english. Too formal2- The agent provides an answer not relevant to the current chat.3- Customer is not taking care of from the beginning – Lost Sale Already4- Am sorry – Not a real sentence5- the agent doesn’t seem to know the website very well neither the offers provided on his products.

Pairs Exercise:

Engagement Analysis: The Good, the Bad, & the Ugly

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•________________________________________________________________________________________________________________________Lesson 2: Communication Principles

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Communication is a partnership.

All communication is perceived phenomena.» 55% is tone of voice» 38% appearance » 7% words used

Strategy: Developing a Way With Words and K-I-S-M-I-F (Keep It Simple, Make It Fun)

» Effective Listening» Simple Declarative Language» Positive language» Persuasive Language

Communication is a two-way street. It takes both a Sender and a Receiver, and it is the joint responsibility of both parties. Communication skills are critically important, since communication is necessary in order to get things done.

First impressions research found some interesting information that we can apply to a chat. The researchers found that in face-to-face situations:• 55% of what we communicate is through our tone of voice, • 38% of the message is by our appearance or body language and • Only 7% is by the words we use.

For example: Put the friendly voice into the Chat. You can say: Here is the document” or “I’ll be happy to send you the document”

Effective Listening: Poor communication is a problem faced by all types of organizations. In fact, a recent survey of American businesses listed “ineffective communication” as their number one problem. Adding to the difficulty of effective listening is the fact that listeners hear the message through barriers which can reduce listening effectiveness. Example of barriers include: attitudes, knowledge level, perceptions, skills, communication style, and corporate culture.Perception example: Avoid “To be honest” because it could imply that you were not honest until now. Never forget that written communication can be perceived differently than spoken language.Corporate culture example: Bank of America and Fleet. Customer “ I am getting married nest week and I would like to open an account.” The agent from BoA said: “Congratulation”. The customer who was a former customer of Fleet was chocked and wasn’t used to this kind of attention.

Simple Declarative Language: Use short, simple declarative sentences. “ Come to chat, not in a business suit, but also not in jeans, come dressed with kakis and nice shirt (Business Casual)Positive Language: Instead of writing long sentences, break up your response and send the text in several lines instead of a paragraph. It will more closely match the natural rhythm of speech and keep the visitor’s attention. While its important to be professional and not forget whom you represent, it is permissible to have a lighthearted manner that is engaging while at the same time projects a professional manner. (e.g “Sounds like a plan”, “Sure! I’ll be glad to help”;“It’s great that you have researched other options.”;“Great question!.

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•________________________________________________________________________________________________________________________Lesson 2: Communication Principles

Emotional Word Intellectual Wordspeed up acceleratethere’s more additionallyhelp aidlet allowexpect anticipategood for beneficialabout concerningbetter than superior tosee discern, perceiveexplain discloseif you decide should you decideright now immediatelystop preventfind out learn

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Power of Persuasive Language

Participant: Page 15

Persuasive Language: The simplest words can have the greatest impact. Use the power of emotion over intellect by replacing some of our intellectual word choices with emotional word choices. In addition, emotional words tend to be shorter and easier to type!

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•________________________________________________________________________________________________________________________Lesson 3: Netiquette

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Cohesiveness» Respond in a timely manner» Inform the customer when you are occupied» Use Chatting features (Push a page, send a link)

Privacy» Ask what the visitor is interested in» Any information gathered is for internal use only» Use your “Info. Tab” with discretion

Spelling & grammar

Cohesiveness: Respond in a timely manner: First, pay attention to timing. It is not unusual to have a 30 second lag time between when you send a message and the visitor responds. Lag time or latency happens for a number of reasons. Sometimes the transmission time is slower than at others due to visitor bandwidth issues. The visitor may be doing two things at once and not respond immediately. Suggestion: If the visitor does not disconnect, minimize the window so you can do other engagements, check after 1 minute and provide 1st Fair Warning, if no answer, wait another minute before using your polite closing sentence and freeing up the next chat slot.

Inform the customer when you are occupied: Avoid “dead engagement.” Like “dead air” during a phone call, tell the visitor what you are doing so they know what’s happening and that you are still connected and providing assistance. Visitors don’t have music to listen to on hold so it is easier for a visitor to become distracted. Suggestions include:Give them a time frame while you look up information. If appropriate, push a page for them to read.Suggest another part of the web site to visit.

Privacy issues: An important reminder is regarding privacy issues. Visitors DO NOT like to know we can see where they have been on the Web site. Even if you know what page they are on, ask what they are interested in and do not mention other pages the visitor has already viewed.

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•________________________________________________________________________________________________________________________Lesson 3: Netiquette

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DoUse correct punctuation (periods, commas, etc.)Use proper capitalization.Okay to use exclamation marks, e.g. Sure! I’ll be glad to help you.Maintain a friendly, but professional tone since chatting is a more informal media.Write complete sentences. Use articles (a, an, the) and sentences with subjects and verbs.

Don’tUse the visitor’s first name without being given it.Write more than you need to say. Be brief and answer the question they asked.Write anything that could cause offense.Write in all upper or lower case.Write without punctuation.

Spelling & Grammar

Participant: Page 17

Example: Remember that the customer has one foot outside the door, keep him in by sending him one sentence at the time”

Example: An agent received a chat request from a angry customer. The customer wrote in the chat using CAPS to communicate his emotions. After the introduction step, the agent told the customer that she would be happy to help her and resolve the issue. And she asked “Are you ready?” the customer replied saying Yes, I am. So the agent sent the initial step: “Press the Caps key on your keyboard”. After that, the customer seemed more willing to resolve the issue and put aside his emotions.

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•________________________________________________________________________________________________________________________Unit 1: Summary

In this Unit, you learned about the following topics:» 10 steps to make a sale» Communication Principles » Netiquette

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•________________________________________________________________________________________________________________________Unit 2

Tracking & Measuring your Sales Tracking & Measuring your Sales

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•________________________________________________________________________________________________________________________Unit 2: Tracking & Measuring your Sales

How This Unit will Help you?This module provides you with information on how to track and measure your online sales.

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» Lesson 1: Track your Sales» Lesson 2: Report on your Sales» Lesson 3: Analyze your chat

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•________________________________________________________________________________________________________________________Online Conversion Rates

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•________________________________________________________________________________________________________________________Lesson 1: Track your Sales

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Record Chat in internal systems: CRM, Web based App, Data integration

» Eliminate time-consuming switching between screens and applications

» Access and update easily customer and account records» Promote customer loyalty

»Eliminate time-consuming switching between screens and applications. »Gain easy access to customer information, enabling agents to provide more efficient and superior customer service. »Easily update customers and account records from information supplied during chat sessions. »Promote customer loyalty. There's no need to ask customers to provide information that you already have.

Application integration – Billing ApplicationIntegrating your web-based application enables you to access third-party tools directly from LivePerson’s chat agent console. For example, launch a specific page of the application to view the billing history of a visitor currently engaged in a chat, without leaving the operator desktop.

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•________________________________________________________________________________________________________________________Lesson 1: Track your Sales

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CRM Integration: NetSuite

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•________________________________________________________________________________________________________________________Lesson 2: Report on your Sales

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Measure the impact of Off-site Conversions» Analyze and compare sales and lead generation from the

domains that refer visitors to your website: Use the Leads by Domain and Sales by Domain conversion reports

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•________________________________________________________________________________________________________________________Lesson 2: Analyze Your Chat

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Analyze Chat Transcript» Search for chat transcripts over a time period of your choice and

add criteria such as survey question returns and keywords» Improve Website navigation & content based on the feedback

from customers

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•________________________________________________________________________________________________________________________Unit 2: Summary

In this Unit, you learned about the following topics:» Tracking your Sales» Measuring your Sales

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•________________________________________________________________________________________________________________________Unit 3

Increasing Chat traffic

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•________________________________________________________________________________________________________________________Unit 3: Increasing Chat traffic

How This Unit will Help you?This module provides you with tips and recommendations on how to increase chat traffic to your website.

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» Lesson 1: Optimize the button design and placement

» Lesson 2: Market Your Chat Service

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•________________________________________________________________________________________________________________________Lesson 1: Optimize the button design and placement

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Customized Graphic Design» Match the look and feel of your website by customizing the Chat

Button and Invitation Images (e.g. Coffee For Less) » Add animation to draw attention» Attract your customer's interest by offering a discount, promotion

or free gift when sending a LiveEngage proactive invitation» Give your customers a peace of mind when chatting by adding

another layer of security: add the Hacker Safe logo to your Chatwindow (e.g. ACE MART)

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•________________________________________________________________________________________________________________________Coffee For Less - Customize Chat Button

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•________________________________________________________________________________________________________________________ACEMART - Add the Hacker Safe logo

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Beyond the button: chat box and Audio» Draw attention to your Chat service by adding audio to your

page (e.g. Surgical Services International)» Bypass the need for a standard pre-chat survey and let your

visitors ask any question they like in one single step: Chat box(e.g. Web watcher)

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Visible & Multiple location» Multiply the Chat button location so your customers will always

know where to turn for questions (e.g. IT solutions)» Make the chat button scroll as the visitor scrolls down the

WebPages with the Personal Assistant button (e.g. M-H-E)» Increase the size of your Chat button to increase awareness

(e.g. RFT)

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•________________________________________________________________________________________________________________________IT Solution - Multiply the Chat button location

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•________________________________________________________________________________________________________________________RFT - Increase the size of your Chat button

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Emphasize the Chat button on Specific Pages» Emphasize your new chat service on specific pages such as the

Contact Us page (e.g. Preferred Cruising and Memory Foam)

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•________________________________________________________________________________________________________________________Lesson 2: Market Your Chat Service

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Increase Awareness: What is the Chat Service?» Explain what live chat is to ensure that your visitors become

familiar with your new service (e.g. Prime Adventure, Candid2000)

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Newsletter» Make an impact by catching your customer’s attention, peak their

curiosity, and incite them to click to chat» Make it as simple as possible for your prospect to respond to you

by adding the Chat button

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Direct marketing (poster, banner, etc.)Plan a promotional campaign and advertise your chat service with posters, brochures, and banners.

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Email signatureTurn your email into an interactive tool

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•________________________________________________________________________________________________________________________Unit 3: Summary

In this Unit, you learned about the following topics:» Optimizing the button design and placement» Marketing Your Chat Service

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sales training small and medium businesses

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