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