我的第一份工作！！！！（3）

每一个Campaign都要解释他们的保险是个什么样的计划，解释过后就发问问题， 如果我们不会回答问题，Trainer就会·帮我们解释。单单解释这些保险都要花一天的时间。隔天我们就学新的东西了。我们除了要知道和了解我们的保险，还有考其他的东西，它的名字叫做Quality Standard Benchmark。它的Objective是Call monitoring, Call calibration和Personal Coaching。

满分是100分，要90分才及格，它分成五个部分：

1. Call opening -3%
2. Selling skills -25%
3. Customer Experience -25%
4. Compliance -45%
5. Call closing -2%

1. call opening
i) Standard Greeting & client representation

• Say good morning
• Introduce myself
• Failed to represent clients accordingly

ii) Identify customer & using salutation

• Say full name of the person(on beginning)
• Use Mr or Mrs

iii) State purpose of call & seek permission to present

• ask for permission whether got free time or not
• don't mention which bank u regarding

2. selling skills
i) identify & qualifying needs

• are you single or married
• ask the right question
• "extra benefit"
• able to match customer's needs

ii) call control

• seek customer understanding after presentation of 3 to 4 benefit
• if you interested with the plan can i explain the plan for you?
• need to control the customer, try to related back to the plan

3.customer experience
i) pleasant tone of voice

• handle in smile
• proper voice volume
• maintain the 3E
• don’t say so much （eg: r~ em~)-obvious vocalic pauses

ii) language & delivery

• start with English 1st
• no mix language
• don't use TPD, muz say in full
• don't talk too much or too slow
• mumbling

iii) professional conduct

• rude, sarcastic, demonstrate, unhappiness, or using words/phrases that belittles CM/gatekeeper
• using derogatory words & or foul language
• no proper salutation
• cannot ignore customer's question when addressing CM.
• cannot over friend with customer
• no give your detail to customer
• don't always call customer to buy the plan by please~
• don't take customer as example
• must use "sorry sir, we are not allow to give our detail to customer as it is recorded"

iv) listening skills

• wait customer speak finish 1st
• "cooling period" - a period for customer to consider whether want to cancel or not
  

我的第一份工作！！！！！（2）

认识一些新朋友后！我们就开始“上课”咯！首先他们先教我们TEN GOLDEN RULES 那就是：

1. CONFIDENCE
2. CONTROL
3. COURTESY
4. PERSONALIZATION
5. POSITIVE LANGUAGE
6. PROVIDE CHOICES
7. BODY LANGUAGE
8. YOUR LANGUAGE
9. LISTENING
   
10. SMILE

什么是CORE VALUE:

• CREATIVITY
• INITIATIVE
• TEAMWORK
• INTEGRITY

什么是3Es：

1. ENERGY
2. EXCITEMENT
3. ENTHUSIASM(TRUST)

什么是OPEN ENDED QUESTION?

• QUIET CUSTOMER
• HOW DO YOU FIND THE PLAN SO FAR?

什么是CLOSE ENDED QUESTION?

• TALKATIVE CUSTOMER
• DO YOU TRAVEL OFTEN?

HOW TO HANDLE TALKATIVE CUSTOMER WHO OUT IF TOPIC?
1ST-AGREE WITH THEM ACKNOWLEDGE
2ND-DO YOU TRAVEL OFTEN?
3TH-RELATE BACK TO THE TOPIC

PROVIDING CHOICES!

• DO YOU WANT PLAN A OR B
• OR YOU ONLY GIVE ONE OPTION

FOR EXAMPLE: Is it alright if i call you back at 5pm or 2molo morning?
OR i will call you back 2molo at the same time, is that ok?

When want to ask sumthing from leader, how you should hold on the customer?
1st- ask for permission
2nd- press hold button
3rd- thank you for holding

What is ACKNOWLEDGMENT?

1. That Great
2. Yes Sir
3. Wonderful
4. I agree that
5. Absolutely
   

What should not use when talk to the customer?

1. I'll try - I will
2. Maybe - I'm sure
3. Cost - premium is RMXX or your investment is RMXX
4. Problem - concern
5. But - However
6. As i told you - allow me to explain
7. Actually - cannot be used
8. That is not my job - allow me put you through the right channel. you can always call(hotline number)
9. You have to - I suggest or I recommend

all the example i list at above is mean that the word cannot be used while communicate with the customer because some word are not politely and will bring negative impression to the customer so should replace by another word which is suitable to use in order to bring good impression to the customer.

以上就是第一天的课程了。他还解释很多的东西给我们学，有时满爱睡的有时满爽和享受的。

到了第二天，我们就开始分组，有些是一个人，有些是两个人，有些是六个人。为什么会这样呢？是因为按照每个CHAMPAIGN 所要求的人数，有些要比较多人，有些只需要一两个人。我们还必须回我们将会在那里工作的公司一趟因为我们要见我们的TEAM LEADER，我的LEADER的名字叫做ANNA, 她向我们解释我们将会加入这个组的计划。我和一个叫GANA的朋友同组。我们的CAMPAIGN 叫BIRTHDAY HOLIDAY 是一份意外保险，它的特别是会在你生日的时候向您推荐这份计划，看看你有兴趣加入吗.然后我们必须了解这个保险，它是属于哪一间保险公司，是什么银行和这保险公司合作，它的需求，保额，保费，怎样加入，保障是什么，什么职业能参与，等等.....。了解过后，明天就要回去TRAINING的公司向所有人解释我们的计划，如果有问题就提问。

待续........