Training Guide

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• Training Guide
• Volume 3
• Modules 1 3
• Training Group

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Congratulations on your new position as a Virtual
Independent Contractor!

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• 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

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• Module 1
• Module Objectives
• Contact Center Environment
• Sales Channels
• DNCs

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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.

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Goals

• Revenue Per Hour at 25.00
• Sales Per Hour at 1.5
• Performance Goal on Cold Calling Reten greater
  than gt90
• Credit Card goal gt35
• Daily-Sunday sales greater than gt75

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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. 

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• 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.

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DNCs

• 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 consumers 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 (wont call)
• If customer indicated put me on the Do Not Call
  List
• Annoyed dont call me. Need to be add as (No
  Sales) disposition
• Business Unless specifically ask for DNC code
  out as delete-business disposition.

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Module 2     Module Objectives  
Using Your Voice Customer Dialogue
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 TeleDirect
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 On-Line Reference Guides
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Intranet
Double Click
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• WWW.USPS.COM

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SF CHRONICLE WEBSITE

• WWW.SFGATE.COM

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DIALOGUE

• Module 3

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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.  Youll convey the immediate impression
  that youre 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 dont want to go
  too slow, especially if the caller is a too
  fast-paced person.  Try to match the callers
  pace.
•                                                   
                    
•                                                   
                                                 
                    
• Volume
• Try to find a happy medium.  Dont be so soft
  that the caller has trouble hearing you, and
  dont 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.  Dont 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.
•  

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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.

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Recommended Dialogue

• On each 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.

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• 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 customers objection.
  EX) confirm customers 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
• Its an ongoing process to ensure continuous
  improvement and growth in the client marketing
  approach, as well as TSR performance.

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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
• gt Reach the decision maker
• gt Start rapport building / Identify Customer
  Needs
• gt Capture customers attention Newly
  Reformatted
• gt Assumptive Close
• gt Information is conveyed confidently with
  knowledge of product.
•  

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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.

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• 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
•  

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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?

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• 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.

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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
  (insert paper name) lately.
• REBUTTALS
• A. Well, just to let you know, its nice to have
  a change and perhaps make a comparison between
  the (paper) and the (our paper). Youll find the
  way the (our paper) is organized and the way it
  is written will catch your attention.
  
  CLOSING ATTEMPT I have a feeling youll enjoy
  it.what is your last name?
• B. We definitely dont 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 lets 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 youre like I am.Its
  nice to get out and do something unusual every
  once in a while! We also feature a lot of other
  benefits that youll 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 youre missing out on, lets go
  ahead and give it a shot so you can take a look
  at our ( insert entertainment guide) okay?

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• 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, Id say youre 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 Its guaranteed by (delivery
  time) every morning, so you can take it with you
  on the go, okay? What is your first name?
• B. Ive 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 Im sure youll 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?

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• 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 youre paying for several different papers and
  reading only parts of each paper, its 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, lets get you started this
  way youll be getting all that you need in just
  one paper, at what address would you like this
  delivered to?

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• 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 dont
  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
  its there for you when you have a moment to
  spare, not to mention youll be caught up on the
  news as well as enjoy the benefits of the paper.
• CLOSING ATTEMPT I have a feeling youll find
  this pretty accommodating, lets go ahead and get
  that out to you, now is a house or an apartment
  that you live in?
• B. If youre 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 youre done with it, you
  can pass it down to a co-worker so its not
  piling up in your house.
• CLOSING ATTEMPT This makes it a bit more
  convenient for you with your busy schedule and
  youll be able to keep up with what is going on
  and even get out to that movie youve 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. Ive found it to be pretty
  useful myself.
• CLOSING ATTEMPT Lets 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,
  Ive found that the news itself is limiting.
• CLOSING ATTEMPT I have a feeling youll 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?

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• 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 youre like most people Im sure
  youd love to save some money, right? The (our
  paper) can actually be pretty useful! Were 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 Im sure youll 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 ____
  Well 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! Im confident
  youll find the paper as a source for savings,
  now youre still in the city of ___city__?

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• OBJECTION 6 DOESNT 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 youre 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 Youre 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 .?

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• 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 youre
  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 anymoreare 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 Ill 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.

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• 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 dont 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)

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• 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 didnt 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, well 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 wed 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 Ive left specific instructions for
  your carrier let me start out by confirming you
  still live at (confirm address)?

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• OBJECTION 10 TRAVELS A LOT
• How often would you say youre traveling per
  week?
• When traveling, is it normally business related?
• How do you get your news information while youre
  on the go?
• REBUTALLS
• A. While youre 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 youve
  missed.
• CLOSING ATTEMPT Its 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 youre
  ready to resume the paper it picks right back up
  where you left off and your last name is?

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• 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.
  Youre 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 its 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)?

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• 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 customers 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,
  lets get the newspaper out there to you at this
  discounted rate..Are you still at (confirm
  address)?

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SPECIAL NOTES

• Keep in mind that these are simply several ideas
  that you may use to handle the most common
  objections you will run into while being on-line.
  The important thing is that if you have any other
  ideas (rebuttals) that are working for you share
  them with your supervisor.
• Remember that a large part of your presentation
  has to do with your voice quality and HOW YOU
  SOUND when you say something! Good luck and by
  all means, use your creativity to come up with
  new and unusual things to say....and WAYS to
  say things. Listen to how you sound when you say
  something. Remember to be conversational and
  apply these probes, rebuttals, and attempts to
  close to the project that you are dialing.
• HINT This may mean taking some extra time and
  making an extra effort to rewrite some of the
  material in your own words so that you are
  prepared to make the information project
  specific to fit your style!!!

52
Campaign Dialogue

• Step 1
• Greet / Build Rapport
• Good (Morning, Afternoon, Evening) how are you
  doing today?
• (Verify Name If applicable)
• Step 2
• Offer The Promotion / Make The Sale
• Great (sir, maam), this is _________ with you
  local newspaper and I'm calling to inform you
  that this summer you can take advantage of the
  (newspaper campaign) for your area at a
  promotional rate of only (price) per week for
  everyday delivery, which is (percentage) off of
  the regular rate! And, we can get that started
  for you within a few days! And whom do I have
  the pleasure of speaking with today?

53

• Step 3
• Overcoming Objections (Probing)
• Buys it at the Newsstand
• Probe Well you do pick up the paper at the news
  stand every once in a while, right?
• Answer When you pick it up at the news stand,
  did you know you're only getting a partial
  newspaper, meaning that all of your coupons and
  certain sections are taken out, so the store gets
  more revenue, by putting out as much paper as
  possible. And knowing that you're getting the
  paper straight from the source, you won't ever
  have to worry about getting half of the paper!
  And what is your zip code?
• Doesnt Subscribe to any paper
• Probe Well, how do you stay in touch with your
  local news?
• Answer Well, by starting this promo today, you
  not only get your local news at a discounted
  rate youll be saving money all the time.
  Getting the newspaper is not only informative,
  but its beneficial in every aspect, in that
  you're not only receiving current up to date
  information, but you're also getting great
  coupons to your favorite grocery stores and local
  eateries, which will take care of the cost of the
  paper itself! And you do live in the city of
  (city name), correct?
• Can not afford it!
• Probe Well, I don't have the money right now!
• Answer Well, with the outrageous gas prices
  going on at the moment, wouldn't it be great to
  have the paper delivered to your front door? Not
  only is the paper an educational tool, it is also
  an asset, in that it practically pays for itself
  with all of the bonus coupons and inserts that
  come in on a daily basis. And what address can we
  send that out to?
• Has no time to read it
• Probe Well, Im not at home during the week!
• Answer Well, knowing that you have a pretty
  hectic schedule during the week, you may not have
  enough time to read the paper everyday. So what
  I can do for you today is I can send out a
  weekend-only paper, which still includes great
  specials throughout the week, for a promotional
  rate of (price). And what is your last name?

54

• Step 4
• Quality Assurance Turn On Tape Recorder!!!
• Great, now with your permission, Id like to tape
  the confirmation of the order so theres no
  chance for error during the processing, okay
  (sir, maam)?
• Okay, I show your name as Bob Alameda, with the
  last name A-L-A-M-E-D-A, and you are under or
  over the age of 18? Great! And the delivery
  address is 10 East Olive, O-L-I-V-E, and is this
  a house or an apartment? Wonderful! And you
  live in the city of Fresno, California, and the
  zip is 93728, correct? And just to make sure,
  currently youre not receiving the (newspaper
  campaign) newspaper, right? Great!

55
Dialogue Exercise 1

• CANT AFFORD
• Job searcher
•  
• (Rep)
• Good (M, A, E) sir, how are you doing today,
  pretty well?
•  
• (Customer)
• Pretty good.
•  
• (Rep)
• Great, my name is Bob Alameda and this call is
  to inform you that the local paper is now being
  offered 7 days a week for only 2.20 per week.
  This promotional rate is
• (Customer)
•  - INTERJECTS Bob, Bob, look, Im not working
  right now, and Im not interested.
•  
• (Rep)
• So, I would imagine youve been busy with your
  resume and driving around town looking for work,
  with no luck, as I was a year ago, right?
• (Customer)
• Pretty much, Yeah!

56

• (Rep)
• Job hunting can be discouraging and to be
  honest it will take more than luck to find a job
  this year. EDD statistics still show a rise with
  unemployment.
•  (Customer)
• Thats true!
•  
• (Rep)
• Exactly and thats where utilizing the Canton
  Repository comes into play. The job market today
  may not be that great, but with our classified
  ads, 10 out of 10 employers would be hiring in a
  very short time. I started working here thanks
  to the paper. In the business section, you can
  stay informed with the new businesses coming to
  town, or established organizations expanding
  lets see how changing your strategy changes your
  odds in landing a job, Okay?
•  (Customer)
• Okay, Why not!
•  
• (Rep)
• - So you live on Fourth Street, correct?
• (Customer)
•   - 121 Fourth Street.
• (Rep)
• - 121 Fourth Street. Great, now with your
  permission, Id like to tape the confirmation of
  your order so there is no chance for error during
  processing, okay?
•  
• (Customer)
• - Sure!

57

• (Rep)
• I show your name as Brandon, last name Rose,
  spelled R-O-S-E, and you are under or over the
  age of 18 correct? (wait for reply) Your address
  is 121 Fourth Street, which is spelled
  F-O-U-R-T-H, and this is a house not an
  apartment, correct? (wait for reply) and the city
  is Canton, C-A-N-T-O-N, OHIO, 84574, and just to
  make sure, youre currently not receiving
  delivery of the Repository now, correct?
•  
• (Customer)
• Correct!
•  
• (Rep)
• Great, I put you down for 13 weeks of the
  Canton Repository and to ensure prompt delivery
  of the paper, which will you be using today? A
  Visa, MasterCard, Discover, or American Express?
• (Customer)
•   Its a MasterCard. The numbers are
  5426-5897-4123-1247.
•  
• (Rep)
• Let me repeat those numbers to make sure I have
  gathered them correctly. 54-26-58-94-12
•  (Customer)
• - Hold it, rewind, you skipped a 7
•  
• (Rep)
• Im sorry can you please repeat those numbers.
   (Customer)
• Okay, Ill slow down for you, here it goes,
  5426-5897-4123-1247.

58

• (Rep)
• Wonderful, your service will start within 3-5
  days and you will see a one time charge of 28.60
  on your next credit card statement that covers
  the next 13 weeks of delivery. Near the end of
  the promotion you will receive a bill for future
  service. Before I let you go do you have any
  other questions?
• (Customer)
• No, I think you covered everything!
•  
• (Rep)
• Thank you for your time and enjoy the
  Repository, and good luck on that job search!

59
Dialogue Exercise 2

• NEWS STAND
• Lady of the house
•  
• (Rep)
• Good (M,A,E,) this is _______ calling with a
  fantastic opportunity to receive the Winona Daily
  News at a 40 savings off of our regular rate,
  thats Monday thru Sunday delivery for only 1.85
  per week, let me start out by gathering your
  delivery address.
•  (Customer)
• Were fine, my husband picks it up.
•  
• (Rep)
• How often does he pick it up at the newsstand?
•  (Customer)
• We read the paper everyday its just part of
  his daily routine.
• (Rep)
• Well maam, take in mind that by picking the
  paper up at the newsstand youre paying well over
  our promotional rate, not to mention you are not
  guaranteed to receive all of the inserts that are
  sent out. Wed love to help save you money, and
  most important your time. Now, you are in the
  city of Winona, correct?

60

• (Customer)
• Yes, How much is it a week?
•  
• (Rep)
• It will be a low price of 1.85 per week, and
  with the inserted coupons, it becomes an asset,
  because its like paying for the paper itself
• (Customer)
• (INTERJECTS) - Really, Its my husbands
  decision, why dont you call back at around 6
  oclock. Hell be home and he can decide whether
  he wants the paper or not.
• (Rep)
• Maam wed hate for you to miss out the
  promotional rate. Remember that if home delivery
  is not working for you, we encourage our
  customers to call customer service with any
  concerns. I can get this out in about 2-3 days,
  so you can see first hand how much more
  convenient home delivery can be. Now is that a
  house or an apartment? 
• (Customer)
• Its a trailer
•  
• (Rep)
• Okay, do I need a space number?
•  
• (Customer)
• Yes, its space 53.
•  
•  

61

• (Customer)
• Its 241 Park Ave, space 53.
•  
• (Rep)
• -  Thats 2-4-1, P-A-R-K Avenue in Winona,
  Minnesota, and what is your zip code?
•  (Customer)
• - 55419
•  
• (Rep)
• And what is your first and last name?
•  (Customer)
• Suzanne Golstein
• (Rep)
• Is that spelled as S-U-S-A-N?
•  (Customer)
• No, No, not Susan. Its Suzanne!
•  
• (Rep)
• Oh, Im sorry can I get the correct spelling?

62

• (Rep)
• Great, you are Suzanne Golstein, with the last
  name G-O-L-S-T-E-I-N. And just to make sure, you
  are under or over the age of 18, is that correct?
  (wait for reply) Your address is 241 Park Ave,
  space 53, and you are stated that this is a
  trailer in the city of Winona, MN. And
  currently, youre not receiving the Daily News,
  correct? (wait for reply)
•  
• (Customer)
• Thats right!
•  
• (Rep)
• To ensure prompt delivery, which will you be
  using today? A Visa, MasterCard, Discover or
  American Express?
•  
• (Customer)
• Oh no, my husband would kill me!
•  
• (Rep)
• Well we dont want that to happen! What I could
  do maam is make sure to note on the account that
  this would be a one time charge on your credit
  card, this way you dont have any future worries.
• (Customer)
• - No, Id rather have a bill sent through the
  mail.
• (Rep)
• Well, you also have the option of a Debit Card
  with a Visa or MasterCard Logo. And this is just
  like using a check through the mail. Once again,
  this is a one time charge that you will see on
  your next banking statement.
•  (Customer)

63
Dialogue Exercise 3

• NO TIME
• PROFESSIONAL
•  
• (Rep)
• Good (M, A, E) this is ___ with the Merced Sun
  Star, and this call is to inform you that were
  sending the paper out in your area at a 50
  savings for only 1.41 per week,  now with whom
  do I have the pleasure of speaking?
•  (Customer)
• You have reached Dr. Edwards, but Ill have to
  decline at this time, with our busy schedules we
  cant sit around and read the newspaper.
• (Rep)
• Dr. Edwards I can imagine you must have an
  extremely  busy schedule, let me ask, when was
  the last time you tried home delivery with the
  Sun Star?
•  (Customer)
• We have never had too much of an interest for the
  newspaper, like I said, were busy people.

64

• (Rep)
• I can understand how busy times can get, but
  keep in mind that our delivery is guaranteed as
  early as 6am. Most readers take their favorite
  sections with them and browse through what
  theyve missed at a later time. Try it for this
  short 13 week promotion and see how it fits your
  schedule and Im sure you wont be disappointed,
  Dr. Edwards. Now at what address can we have this
  sent out to?
•  (Customer)
• How many surgeries do you perform a day?
• (Rep)
• To be honest sir, Ive had surgery but luckily
  I have never had the opportunity to perform any
  surgeries
•  (Customer)
• Exactly my point, you honestly dont understand
  how busy I am! Dont you understand?
• (Rep)
• Seeing that your career can be time consuming and
  challenging, the best part about the newspaper is
  that you have the freedom to decide when and what
  you want to read. Dr. Edwards, keep an open mind
  and enjoy all the benefits from the paper, and if
  at any time it gets too overwhelming, please call
  us to make any changes to your accountwhat is
  the correct spelling of your street name?
•  (Customer)
• Well, well give it a shot but just make a note
  that I leave for work right at 6am, so the
  carrier must get here no later that 6am!
• (Rep)
• No problem sir! Now with your permission, Id
  like to tape the confirmation of your order so
  there is no chance for error during processing,
  okay?
•  (Customer)
• Okay.

65

• (Rep)
• Dr. Edwards, I show the spelling of your last
  name as E-D-W-A-R-D-S, and knowing that you are a
  doctor you are under or over the age of 18?
  (wait for reply) You live at 222 M-A-I-N Street
  and that is a house, not an apt correct? (wait
  for reply) and you are in the city of Merced
  M-E-R-C-E-D, California, 95214. And just to make
  sure, youre not receiving the Merced Sun-Star,
  correct? (wait for reply)
•  (Customer)
• -Thats right!
• (Rep)
• And to ensure prompt delivery which will you be
  using today, a Visa, MasterCard, Discover or
  American Express?
•  (Customer)
• One moment, let me get my company card. Its
  going to be an American Express. The numbers are
  as follows 3325-2896-5147-658
• (Rep)
• Now let me repeat those numbers to make sure
  there are no errors, those numbers are
  33-25-28-96-51-47-65-8, is that correct?
•  (Customer)
• Youve got it!
• (Rep)
• - Great, your newspaper will start within 3 days.
  I put you down for Monday Saturday delivery for
  only 1.41 per week. You will see a one time
  charge on your next credit card statement for
  only 36.67 which covers 13 weeks of delivery.
  After the 13 week promotion, your papers will
  continue at the regular rate, unless you notify
  the paper to discontinue your service. Now,
  before I let you go, do you have any questions?
•  (Customer)
• No, everything sounds good just remember no
  later than 6am, please!
• (Rep)
• No later than 6 am gotcha! Thank you for your
  time and enjoy the Sun-Star newspaper!

66
Dialogue Exercise 4

• OTHER PAPER
• Mature Reader
•  
• (Rep)
• Good (M, A, E) this is _______ with your local
  newspaper calling to inform you that were
  sending out our summer special, to receive the
  Conn. Post at a discounted rate for just 3.00
  per week for 13 weeks. Now let me confirm, you
  are in the city of New Haven, correct?
•  (Customer)
• Yes we are dear, but we are happy with our
  local paper, thank you.
• (Rep)
• Thats great! Which paper is that? The
  Register, right?
• (Customer)
•   The New Haven Register, thats right.

67

• (Rep)
• Im glad to hear that you enjoy reading the
  newspaper maam, when was the last time you took
  a look at the Post?
•  (Customer)
• Oh no My husband and I have taken the Register
  for the last 25 years and we are just fine.
• (Rep)
• I understand the Register is very well known in
  your area. Its nice to have a change and perhaps
  make a comparison between the two papers. We are
  eager to hear how youll enjoy the Post, and with
  whom do I have the pleasure of speaking with
  today?
•  (Customer)
• 2 papers!!! No, no, I wouldnt know what to do
  with the pile up. No thank you dear, but good
  luck on your next call.
• (Rep)
• Youre right but, what Ill do is send out our
  Sunday delivery at only 1.25 per week. The
  Sunday paper has our estate sales, entertainment
  ideas for the entire family, plus well also send
  out the weekly TV guide, plenty of coupons and
  sale ads for incredible savings! I have a feeling
  that there are plenty of things youre missing
  out on, lets go ahead and give it a shot so you
  can take a look at our paper, okay? What is your
  address there in New Haven?
•  (Customer)
• Okay, well try it but just on Sundays we
  dont need the whole week.
• (Rep)
• Great, maam, I show your name as Ingrid,
  spelled, I-N-G-R-I-D, Johnson is spelled,
  J-O-H-N-S-O-N.
• (Customer)
• - Thats correct!
• (Rep)
• What is the address in New Haven?
• (Customer)

68

• (Rep)
• -Great, now with your permission, Id like to
  tape the verification of the order so theres no
  chance of error during the processing, okay?
•  (Customer)
• -Ok!
• (Rep)
• You are Ingrid Johnson, with the spelling of your
  last name as J-O-H-N-S-O-N and you are under or
  over the age 18? (wait for reply) Your address
  is 4017 West D-E-L-L Ave, and this is a house,
  not an apt, in the city of New Haven, CT 94123.
  And just to double check, youre not receiving
  the Post at this time, correct? (wait for reply)
•  (Customer)
• Thats right, dear!
• (Rep)
• And to ensure prompt delivery of the paper,
  which of these Credit Cards will you be using
  today? A Visa, MasterCard, Discover, or American
  Express?
• (Customer)
• Oh no, we are not going to use our credit card,
  we dont even know if we are going to like it!
• (Rep)
• -Okay, well we also take debit cards with a Visa
  or MasterCard Logo.
• (Customer)
• -No thanks, I dont use Credit Cards over the
  phone.
• (Rep)
• Okay thats understandable well send out an
  invoice. Your service will start this Sunday or
  next and you will be billed at the reduced rate
  of 1.25 per week for 13 weeks of the Sunday
  delivery. You should receive your invoice at the
  end of the month, totaling 5.00 for one month,
  and this rate is good for 26 weeks. Near the end
  of the promotion you will receive a bill for
  future service. Before I let you go do you have
  any other questions?
•  (Customer)