1. Pitch Moneysavers Club Script Reading Training September 2011

2. What we’ll cover today.. A brief refresher on your knowledge of the Pitch Moneysavers Club We will give you a simple guide on how to read each part of the script We will help you to identify which aspects of the script and the club itself to focus on We will give you understanding and insight into why its so important that you read the RED parts of the script VERBATIM We will help you to help your customer understand the amazing trial they are being told about Understanding is the key to a successful sale

3. What is the definition of a successful sale? A happy customer who becomes a happy Annual Member

4. Pitch Moneysavers Club Knowledge Tester How long is the trial period? How many free gifts are there? What are they? What is the cost of the postage? How much is the Annual Membership Fee? What does the customer need to do if they decide to become an annual member? How many Annual Member Rewards are there?

5. Its all about how we say it…. Its not what we say but how we say it that creates a positive customer experience Treat each call like it’s the first of your day What is obvious to you is not always clear to the customer Its easy to misinterpret and misunderstand what your customer is saying and they in turn can easily misunderstand and misinterpret you

6. Are you listening…? Why do you need to listen to what the customer is saying? It will enable you to match your customers NEEDS, WANTS and DESIRES to the Savings, Offers and Annual Member Rewards available Matching will help you to get the sale

7. Verbatim What does this word mean? Word by word, exactly Why is this word so important in relation to this script? So that all legal requirements are accurately represented

8. Something to Remember.. If the script is RED it must be READ

9. Script: Opening statement This is the first time that the customer will have heard of the Pitch Moneysavers Club What you say here and the way you say it can have an impact on the entire sale Keep it light and up beat, so that the customer wants to listen and talk to you

10. Script: Part 1 What are you offering? –A FREE 30 day TRIAL to the Pitch Moneysavers Club What are the free gifts for? –Just for taking a look!

11. Matching Offers What does this mean? That you are listening to your customer It helps to build a rapport with the customer Which will lead to a successful sale

12. Script/ cont’d Customer says no, not interested – sell them the benefits Customer says no again – use your sales skills! Customer still says no.. Let Them Go You have three opportunities to upsell the Pitch Moneysavers Club trial. If the customer isn’t interested after 3 attempts then Let Them Go – otherwise this could be deemed a pressurised sale

13. Don’t forget.. If the script is RED it must be READ

14. Script: Part 2 What is the first thing you notice about this part of the script? It’s in RED Why is it important to read this part of the script VERBATIM?

15. Script: Part 2 cont’d It’s the first time in the script that the following are mentioned: - The customers data will be passed to a 3 rd party - Postage cost - Annual Membership Fee - Cancellation Process - Password

16. Remember: If one or more of these is NOT mentioned, it is an INVALID sale

17. Escalation Process 1. Sale Received 2. If customer calls to complain 3. Escalated to Ansaback 4. Is it Adherence or Non-Adherence to script? 5. If Non adherence: Customer gets Refunded 6. Rocket Claw Back

18. Script: Part 2 cont’d When reading Part 2 of the script: Speak clearly Speak a little slower Ensure that the customer has understood what they are agreeing to

19. Knowledge Test What are you offering? How Many FREE gifts does the Customer get to keep? How many Annual Member Rewards are there? What do you need to do if the script is in red? What 5 things are mentioned for the first time in part 2 of the script? How many opportunities do you have to sell the Pitch Moneysavers club to your customer?

20. Any Questions?