Welcome to the B2B Whitepaper Team

Congratulations on being selected to join our team of agents working on our Basic Business to Business project. This is one of our least challenging white paper campaigns. In this campaign it is our goal as call center agents to get the leads interested in our white papers. They need to allow us to send them white papers via email. This campaign is just a starting point and is a great place to show how well you can do with a high volume of leads.

B2B Whitepaper Training Manual

This information packet is for all of our b2b whitepaper projects. Acceptable Job Titles IT Analyst IT Architect CIO,CTO,VP,Director CEO,CFO,VP,Director IT Consultant/SI Database Administrator IT/IS Manager IT Staff Network Admin Privacy Officer Programmer/Developer Project Manager Sales/Marketing System Admin Telecomm Manager If you receive a job title that is not on the list, you CAN ask the lead if their job title is similar to one of these titles.

Example: Lead: I am an IT Intelligence Officer Agent: Ok, is that like an IT Manager? Lead: Yes Required Information for each Lead First Name Last Name Email Address Phone Number Company Name Job Title Industry Company Size Address 1 City State Zip Code Country Any Custom Questions on the Script

Rebuttals

If

the lead says, "I am not interested" You say: "I want you to understand that there is no obligation. We just want to send you these free whitepaper that will help your organization save time, money and operate more efficiently. You have nothing to lose!" If the lead says, "What is this about?" You say: "This is just a quick business solutions survey. And after we are done, we will send you FREE whitepapers with information about how to save your organization time and money, and operate more efficiently." If the lead says, "Sure just send me the whitepaper" You say: "Thank you for your interest. So, what I can do is take down your information and get the FREE whitepapers out to you."

Bad Leads

Reasons to NOT submit a lead: The lead does not give you the required information. The lead does not say they are interested in learning more about how they can save their business money by switching to VoIP. The lead is not the person in charge of the telephone expenses. The lead hangs up on you before you end the call. The lead asks you a lot of questions like What are you saying or says I cant hear you many times throughout the call. The lead is not available. You do not actually speak to the lead in person.

Getting passed the operator

Notes about the Gatekeeper/Operator: The operators at most corporations are trained not to allow sales calls or solicitors through to key decision makers in the company. This means that they are automatically expecting that you could be a telemarketer. To get around this, we need to act like we already know the person who we are asking for. Pretend that the lead you are calling is a very close friend. Often times Filipino's are too polite (continually using Sir or Ma'am)! Although being polite is admirable in most situations the operator knows that people who are overly polite are usually sales people.

Steps to get passed the operator: Let's pretend the leads name is John Doe. Agent: "Hey, may I speak to John?" - Vocal Tone: Hurried, but Happy Operator: What is John's last name?" Agent: "John Doe, this is (Your First Name)" - Vocal Tone: Stern (almost like you are annoyed that they are asking you) Operator: " May I ask what the call is regarding?" Agent: It is regarding your current IT systems." - Vocal Tone: Stern (almost like you are annoyed that they are asking you) One of two things will happen here. They will either say okay and transfer you or they will say John isn't in right now, would you like to be transferred to John's voicemail? Operator: "John isn't in / He is currently busy. Would you like to be transferred to his voicemail?" Agent: "Yes, that would be great" - Vocal Tone: Excited Remember to pay close attention to the call at this point many times the lead will answer but sometimes the lead will not be in. If the lead isn't in you will hear their personalized voicemail message. If the person isn't in please be sure to hang up before the *beep* of the voicemail!

Steps to get passed the operator if the person no longer works for the company: Let's pretend the leads name is John Doe. Agent: "Hey, may I speak to John?" - Vocal Tone: Hurried, but Happy Operator: What is John's last name?" Agent: "John Doe, this is (Your First Name)" - Vocal Tone: Stern (almost like you are annoyed that they are asking you) Operator: "John no longer works for the company" Agent: Oh really! That's too bad. Could you please transfer me to his replacement." - Vocal Tone: Shocked ( like you heard some really bad news) Operator: "John was replaced by Bob Wilson. I will transfer you." Agent: I just want to make sure, he handles the IT systems, right?" - Vocal Tone: Hurried with a Softened Voice ( like you are telling someone a secret)
This method should put you in touch with the person who handles the expenses.

Steps to get passed the operator if you have called the wrong contact name or phone number: Let's pretend the leads name is John Doe. Agent: "Hey, may I speak to John?" - Vocal Tone: Hurried, but Happy Operator: What is John's last name?" Agent: "John Doe, this is (Your First Name)" - Vocal Tone: Stern (almost like you are annoyed that they are asking you) Operator: "I dont have a John Doe that works here," Agent: Oh really! Thats who I was told to contact. Would you be able to transfer me to the person who handles your IT systems? - Vocal Tone: Shocked ( like you heard some really bad news) Operator: "That would be Bob Wilson. I will transfer you." You will not always get through in this situation because most operators require the persons name in order for them to transfer you, however, this method does work 50% of the time.

Question

1
Question text
If the lead says, "I am not interested." What would you say? Select one: a. Okay, I understand. Thank you for your time. b. Nothing and hang up. c. I really need to get this out to you so I wont get in trouble. So will you allow me to ask you several questions? d. I want you to understand that there is no obligation. We just want to send you these free whitepaper that will help your organization save time, money and operate more efficiently. You have nothing to lose!

Question

2
Question text
If the lead says, What is this about? What would you say? Select one: a. This is just a quick business solutions survey. And after we are done we will send you a free whitepaper with information about how to save your organization time and money, and operate more efficiently. b. This is a contest and you won free whitepapers. c. It is about me getting a lead! d. Nothing and hang up.

Question

3
Question text
If the lead says, Sure, just send me an email. What would you say? Select one: a. Nothing and hang up. b. Sure, I will just send you an email. Have a great day! c. Thank you for your interest. So, what I can do is take down your information and get the FREE whitepapers out to you. d. Okay, so you don't want a phone call?

DONT BE NERVOUS! Please do not be nervous when you are making these calls. Often times our team members are so worried about the outcome of the call, they miss the opportunities at the beginning of the call. If a lead hangs up on you or tells you no,NO BIG DEAL!, hang up and call the next person.

Improving Your Inflection on the Phone

When you deal with customers over the phone, you have a whole new set of etiquette rules. The minute you pick up the phone, body language disappears, and your tone of voice and the words you use become the entire story. In fact, almost the entire message you project to a customer over the phone is communicated through your tone of voice. For example: A monotone and flat voice says to the customer, interest in what you're talking about." "I'm bored and have absolutely no

Slow speed and low pitch communicate the message, alone." A high-pitched and emphatic voice says,

"I'm depressed and want to be left

"I'm enthusiasticabout this subject."

An abrupt speed and loud tone say,

"I'm angry and not open to input!" "I don't believe what I'm hearing."

High pitch combined with drawn-out speed conveys,

It doesn't take long after a customer hears the tone of your voice to pick up on your attitude. In fact, your customers know within ten seconds of initiating the call whether they're talking to beauty or the beast. Developing excellent telephone customer service (in both tone and words) is one of the most valuable business skills you can acquire. If you've ever read a story to a child, you know that the words of the story are far less interesting than the inflection you put into your voice. In fact, if you get lazy and don't make a ruff, grumbling sound when you say, "I'll huff, and I'll puff, and I'll blow your house down!" your child will more than likely stop you and say, "Read it like you mean it." Inflection is the wave-like movement of highs and lows in the pitch of your voice. The peaks and valleys in your voice let your customers know how interested (or uninterested) you are in what they're saying. Inflection also reflects how interested you are in what you're saying to the customer. When inflection is missing, your voice can sound monotone (read boring and tedious).

Smiling when you talk on the phone

\One

way to positively affect the inflection in your voice is to smile, especially when you first answer the telephone. The reason is not psychological but rather physiological. When you smile, the soft palate at the back of your mouth raises and makes the sound waves more fluid. For those of you who sing in a choir (or in the shower), you know that the wider you open your mouth and the more teeth you show, the better tone you get. The same applies on the telephone. Smiling helps your voice to sound friendly, warm, and receptive. Some telemarketing companies are so convinced of the value of smiling when talking on the phone that they install mirrors above telemarketers' desks to remind them to smile. These same people, by the way, call you when you're just sitting down to dinner.

Changing the stress on the words

Another way to improve your inflection is to be aware of how stressing certain words changes the feeling of what you're saying. The following sentence, "What would you like us to do about it?" changes in feeling, meaning, and tone when you: Say it defensively (emphasizing the words "would you") "What would you like us to do about it?" Say it with curiosity (emphasizing the words "like us") "What would you like us to do about it?" Say it with apathy (not emphasizing any of the words). "What would you like us to do about it?"

Breathing

Believe it or not, the inflection in your voice can be greatly increased by learning to take long, slow, deep breaths. Most people become shallow breathers when they're under pressure. The next time you're in a stressful situation, try to notice what happens to your breathing. The more upset you become, the shallower and quicker your breathing will be. When this breathing pattern happens, your vocal cords tend to tighten, making your voice go up and sound strained. By being aware of your breathing, especially in stressful situations, you can slow it down and thereby relax your vocal cords, bringing down your pitch and creating a calmer tone of voice.

Exaggerating your tone

Whenever we're asked to help someone who has a monotone speaking voice improve his inflection, we have him start by practicing exaggerating his tone using the following three steps: 1. Take a short and uncomplicated sentence like, "Bill isn't here right now," and say it out loud with your normal level of inflection. 2. Think of inflection on a scale of one to ten, with one being monotone and ten being a disk jockey. Now say the same sentence again, but this time exaggerate your inflection all the way up to a ten. Sometimes we ask people to visualize themselves as circus barkers under the big top announcing to a noisy crowd of a thousand people, "Bill isn't here right now." Practice this step and stop only when you sound really obnoxious and embarrass yourself and everyone around you. 3. Say the same sentence again, but this time take your inflection down a couple of notches to a level eight. Finally, say the sentence one more time, taking it down to a level five or six. Level five or six is a good level at which to keep your inflection over the phone. If you find your inflection slipping over time, go back to Step 1 and repeat the process.

.Is my lead qualified?

1. Don't waste your time on leads that will not be considered qualified. Before hitting that submit button, check out this handy tip guide to see if the lead you just talked to is really qualified.

2 Be sure to get a person with a job title that is accepted. Often times, a lead without an appropriate job title will agree to take the survey and receive the whitepapers. This may seem like a good lead, but it will not be considered qualified. Save your time and check the job title on the lead you are about to submit. If it is one of the following, it is NOT ACCEPTABLE: Office Manager Help Desk Clerk Secretary Intern Administration Assistant Operator Part-Time Workers Bank Teller Someone who doesn't know about the item in question (depending on the campaign) ANY job title with the word "Assistant" any person that tells you they have "no role" The people with these titles are not decision makers, even if they say they are. This is just a few examples of unacceptable job titles. If you stick to the titles in the drop down menu on your script, this problem should be avoided.

Make sure ALL information is received. Stick to the script. This is the easiest way to be sure you are asking all of the questions and receiving all of the information. Keep in mind, you MUST confirm all information in the dialer, ESPECIALLY the email address. 4 Get the information straight from the person. Don't talk to Bob about John's email address and position in the company. Speak directly to John to get this information. Otherwise, the lead will be thrown out.

If the lead says, "I'm not interested in receiving the whitepaper" DO NOT submit. This is a given. If the lead is not interested in the whitepaper, it is not a qualified lead. Even if he or she agreed to the survey and gave all the required information, it will be thrown out if the lead does not agree to receive the whitepapers mentioned. 6 If you do not get to finish the survey, do not submit it. Sometimes, the lead will hang up in the middle of a survey or say they don't want to answer any questions. If you don't complete the survey, it will not be a valid lead. YouMUST get all personal information (Name, Email, Address, Job Title, etc.) AND get answers to the custom questions in the script. 7 This guide will continually be updated an any other recurring problems are noted.

Now, go get those leads! :)

Operator Objections

Objections from the operator are the most prominent cause of disconnected calls. If you can get past these, you will be even closer to landing that qualified lead! Operator objection 1: "That person no longer works here." This is an easy one. If the person that is listed in the dialer no longer works there, ask for the person that replaced him/her. Example: Agent: Hey, can I talk to Bob? Operator: Bob who? Agent: Bob Smith. This is John. Operator: Bob hasnt worked here in a few years. Agent: Oh, thats too bad. Can you transfer me to the person that replaced him?

Operator objections
Operator objection 2: Contact not in office There are two ways that this objection can go. (1) The subject of the call is handled by someone in another office (corporate or otherwise) or (2) The contact is out of the office (for lunch, vacation, etc.) REMEMBER ALWAYS ASK FOR SOMEONE ELSE! Example: Instance (1): Agent: Hey, can I talk to Bob? Operator: Bob who? Agent: Bob Smith. This is John. Operator: Bob Smith works in our corporate office in a different state. Agent: Oh, really? Can you give me the number to that office so that I can get in contact with him? Operator: Sure, its 1-800-000-0000. Agent: Thanks for your time! Have a great day!
I

Operator objection 2: Contact not in office

Instance (2): Agent: Hey, can I talk to Bob? Operator: Bob who? Agent: Bob Smith. This is John. Operator: Bob is out of the office right now. Can someone else help you? Agent: Maybe. Is there a [job title] in your office? Operator: Sure let me transfer you.

Operator objection 3: "I can't transfer you unless you have a specific name."

Sometimes you run into a situation where the operator cannot connect you to someone unless you have a name. This takes a little bit longer to overcome than the other objections. While you still have the operator on the phone, do a Google search on the company to see if you can find the name of the person in the job title that you need to talk to, or a person in the same department as the person you are looking for. Just remember to keep trying to get someone that you can talk to to get a qualified lead.

perator objection 3: "I can't transfer you unless you have a specific name."

Example: Agent: Hey, can I talk to Bob? Operator: Bob who? Agent: Bob Smith. This is John. Operator: I dont see anyone by that name who works here. Agent: Oh, ok. Can you transfer me to the [job title]? Operator: Im sorry. Unfortunately, I cant transfer you without a name. Agent: Ok, let me see if I have another name. Can you hold on a second? -(while they are holding on, do a quick Google search on the company to find the person you are looking for. When you find the person, ask the operator to transfer you to them.)Agent: Can you transfer me to Jane? Operator: Whats Janes last name? Agent: Jane Toms. Operator: Ok, Ill transfer you.

Lead objections

Once you've gotten past the objections from the operator, you can now move onto the person that you really need to talk to in order to get the information you need. However, objections may be present in this part of the calls as well.

The "I'm not interested"

Objection 1: Not interested Variations: "I'm not interested in what you have to offer" "I don't need that right now" Most of the time, this phrase is used simply because the person does not want to take the time to speak with you. He or she may really be interested in what you are offering, he just doesn't know it yet. If you hear this objection, make clear the benefits of what you are offering. Mention that the whitepapers will save the business time and money. Business people love saving money and being more efficient. Emphasize that by taking a short survey of less than 5 questions can benefit the business in this way, and you can get past this "not interested" objection.

Why do you need my email address?

Objection 2: Email addresses Variations "Why do you need my email address?" "I don't see why you need my email address" Some people worry about giving out their email address for security reasons. Assure the possible lead that their email address is needed in order to get the free whitepapers out to them. Also, let them know that we will keep their email address confidential. Example: Agent: Is your company email address still worker@company.com? Possible lead: I'm not comfortable giving out that information. Agent: Oh, I understand, but I want to assure you that your email address will be kept confidential. We will be using it to send you these free whitepapers that will help your company save time and money.

I'm already a customer...

Objection 3: I'm already a customer of ___________. Depending on the campaign you are calling on, the questions you ask may be related to a certiain company. If the person you are calling is already a customer of that company, they might object.

Example: Agent: This is John calling on behalf of Sauce Media. Possible lead: We already use Sauce Media. Agent: Oh, well that's great! Sauce Media is currently giving out this whitepaper for FREE to help your company save time & money, so can I make sure I have the correct information so I can get that out to you?

Why do you need this?

4: Why do you need this information? Sometimes leads are worried about why you need the information that you are asking for. Tell them that you understand and that this information is important so that you can get the free whitepapers to them.
Objection

Example: Agent: "I see here that you are employed by Sauce Media, is that still accurate?" Possible lead: "Why is that important? Why do you need that information?" Agent: "I understand why you are hesitant, but I'm just updating the information that I have here so that I can properly address this FREE whitepaper to you and your company."

The "I'm busy"

Objection 4: No time Variations: "I don't have time right now." "I'm busy" "Can you call me back later?"

The "I'm busy"

Although it might seem like a good idea to call them back later, try keep them on the line! Assure them that you only have a few questions and that it will only take a moment of their time. Since they have already answered the phone, it's more likely that they will say "Okay" when you tell them it's only going to take a few minutes. If you hang up and call back, you run the risk of them not answering, so try to keep them on the phone and do the survey as quickly and efficiently as possible! Example: Possible lead: "I really don't have time for this right now?" You: "I understand you don't have much time, but I only have a few questions and it will only take a few minutes." NOTE: If the lead is rushed for time but still agrees to answer the questions, be sure to ask the questions quickly. If you don't, the possible lead might get frustrated and hang up. Ask the questions quickly but efficiently!

Don't give up!

Objections can be frustrating, and you will encounter many in your time as an agent. The most important thing to remember is:

Don't give up when they say

It may be discouraging if they tell you no, but don't let it get you down! Use rebuttals and keep that caller on the line. If the rebuttals don't work, call the next person and use these tips on them. The best thing to do is to just be persistent! :)
http://www.reliablepath.net/TM6/index.php?Mary01

THE SCRIPT
Hi may I speak to ________ Hi this is ____ calling on behalf of Whitepapers Weekly. This is in regards to a quick I.T. solutions survey from companies such as Comcast, SalesForce, and APC and won't take any more than 30 seconds of your time. This call may be recorded for quality assurance. I show that you are currently employed by _________ is this still accurate? Still located at __________________? What is your job title? What industry does your company fall under? Do you have a company email address that you use? What is it? How many employees work there?
I

The script cont'

It looks like your business classifies for Comcast Business Class, would you be interested in receiving more information about their high bandwidth ethernet data services? >Yes >No Ok, great that is actually the end of our survey. As a token of our appreciation for participating in our survey we would like to send you these whitepapers: > SalesForce eBook- 7 Steps to the Social Sales Revolution > Shifting Performance Strategies and Solutions for Mobile & Web Delivery > Webroot - SecureAnywhere - Endpoint Protection