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How to treat all inbound inquiries as opportunities to create new customers and salesAs a front-line CSR with Lice it is your role to help direct clients towards the products and services they need.? There is an urgency involved when people are calling for information about Lice 's head lice care products and services.? Here are some helpful tips to increase the likelihood of you creating a new customer relationship and increasing your overall product and service sales.Gather the facts.? The first question you need to be asking is who you are speaking with and what is their postal code. This way you can introduce yourself and determine whether the caller is someone you need to speak with or defer to a franchisee or other department.? This does not include follow up calls or people calling back looking for other information.? ?NOTE: All calls into the office regardless if they translate into a sale or referral need to be recorded into the CRM. Information as basic as where they heard about us and an email to send them a coupon and information is required. Please keep this top of mind. ?Build the relationship:? Make the caller feel special and valued.? When the client asks their?first questions answer with something personal such as;?"you are the very reason I came into work today."? ?It's my pleasure to help you with that."?“I know exactly how you feel, let me help with that.” Etc. Your empathy and helpfulness will go a long way in building an initial rapport.Lead the conversation:??Answering questions and providing resources is helpful but your main objective is to provide service and product options and guidance for the client to consider.? Use your script to routinely answer frequently asked questions but always refer back to how you can best help them.? Saying things such as; "it sounds like you could use a peace of mind appointed.”, or a helping hand."? “I have the perfect solution for you.”, and then suggest a product or service based on their needs.Spot the opportunity.? Someone calling in for a general enquiry is your opportunity to create a new customer relationship which will result in a product or service sale. Anyone not in a serviceable area is encouraged to place a phone order for a DIY kit or any other products you suggest based on their needs. Mentioning that shipping is overnight, and all products come with the support of a free instructional video will help you get the sale.? Always aim for a phone sale.? The only time you will suggest a retail partner is if they are in a?panic and must have it today.? You can remedy this urgency by assuring callers that lice will not get worse or spread overnight if head to head contact is avoided and that you will be sending them a free kit to get them started on environmental care. This helps ease the urgency.? Anyone is a service area is encouraged to have our service.? Use your script to share how valuable the service is and how quickly they can be lice free.? If they are on the fence suggest you get them in the cue and dispatch a service request so they don't lose priority.? Positioning the value of the service and creating a sense of urgency will help you gain new clients who will be willing to wait for your service over looking elsewhere.Ask questions. If someone says I will think about it, talk to my husband, etc etc. suggest you send them a coupon and some helpful environmental care tips to get them started. Offer to tentatively hold a place for them on the system should they decide to use the service. No obligation. This way they are in the que and you have created a lead that you can later follow up on yourself or have a consultant follow up on to try and close the service booking. Just be sure to make detailed notes about your conversation and that this client is unsure and still thinking about using us. Please call to see what they decided. Again the follow up call allows you to further create a relationship and offer other helpful options like a DYI kit should they decide to decline the service option. Review cancellations and no shows. When a client cancels or does not show use this as an opportunity to create a new conversation. Phone and ask why and ask if there anything you could do to further help them. I always offer to send a head lice care kit to people who cancel and let them know if they every need us again that we are only a phone call away. Those who call to cancel are a perfect opportunity to find out why and offer an incentive to stay with Lice , Typical people cancel because they found a better, faster option, it’s a cost issue or they feel they can handle it on their own. It is your job to let them know you can and are willing to do what ever it takes to show them Lice is their best option. Simply ask, “what can I do to change your mind?” Would you be willing to accept % discount free product etc. A list will be provided on incentive you have free liberty to offer in the case of a cancellation or customer who hesitates or says they are using a competitor. Follow up. Use your free time to call clients, especially those who submit surveys and thank them. Hi Jane, this is Ashley calling from Lice HQ. I just wanted to call to say thank you for using our service and for taking the time to submit the survey. Would you be willing to do a google review if I send you the link? This will go along way as does calling a client a couple weeks after service just to see how they are doing. Hi this is Ashley from Lice calling to check in and see how you and your family are doing. All lice free Yahhhhhhhhhh!!!! Would you mind doing a Google review If I send you the link? It’s the little things that matter. Like our LS Guest experience. Offering the stress-free tea, free head lice help kit and coupon are ways to show how valuable and special our customers are to us and will organically create better sales and relationship. Making the effort and taking the time to turn each and every inbound enquiry into a new relationship takes practice and dedication. Over time you will build confidence and it will become second nature. With growing competition and the urgency associated with our business it is important that you be quick on your feet, confident and as helpful as you can while knowing the desired result is to secure a new customer relationship which will result in a product or service sale as honestly and organically as possible. You won’t win them all but the better you play and the more effort you will begin to see clear results in client satisfaction and sales figures. The success of any business comes down to two major factors. Sales and client satisfaction. Bottom line is we need to strive to attain both in each and every interaction with our potential and current customers. Creating fans of the brand along the way who love our super hero experience. It is what defines us. ?General Enquiry Script for Taking front end calls and Booking ClientsWhen you receive a dispatch for an online booking, you will be the customer’s first point of contact. Head office has provided you with this script to have on hand, so you can provide the correct and most effective responses to commonly asked questions. Remember it is your responsibility to win the client over and make them a new customer and a Lice Squad Canada Fan for Life. The following will help you accomplish this goal. Please try and read and memorize these common replies to keep responses consistent. General:An average visit with Lice Squad is about 1.5 hours per person, but could be less based on length and thickness of the hair and the severity of the infestation. A family of three is often 3 hours more or less, but again this is determined on the above criteria.We try to treat each person in about an hour however we never want to rush lice and egg removal as this is the most important part of making sure the lice infestation is gone. No matter what anyone says or what a product claim may be. Curing head lice is a process of reduction and you systematically have to interrupt their life-cycle to successfully beat the bugs. Until a one and done cure is invented this is what we educate and help our clients understand.Q. How much is your service?A. We charge $75 per hour for our standard enzyme treatment or our Express #1 Time Solution is $ 225.00 per person and includes the product and comb to take home, with an average visit lasting about 1 to 1 ? hours per person. We bill in 15 minute increments thereafter. An average visit depends on the length and thickness of hair, the number of people needing treatment and the severity of the infestation. A small travel fee may apply for mobile service. What could take 8 to 10 hours to accomplish we can do in as little as an hour. I’d be happy to provide you with a peace of mind appointment!Q. Is your service guaranteed?A. ABSOLUTELY! Our goal is to remove every louse and louse egg that we can find on our visit. Included with your service are head checks for all family members, the manual removal and killing of lice and their eggs with our TLC system, exclusive medical devices and enzyme shampoo. We also provide an environmental assessment, a spray application and follow up care information. 50 % of what we do is help educate you during your visit so you are empowered should lice come around again. We also provide you with a letter you can take to the school/camp/daycare. Would you like me to schedule you a peace of mind appointment? Q. How soon can you see me?A. Our goal is to see you same day or as soon as possible. We know what you’re going through and will provide you with our first available appointment. Q. Tell me About Your Service?A. ABSOLUTELY! Our service is provided by trained and certified head lice expert’s, whose goal is to remove every louse and louse egg that we can find. Included with your service are head checks for all family members, the manual removal and killing of lice and their eggs using our TLC system, exclusive medical devices and enzyme shampoo. We also provide environmental assessment, a spray application and follow up care information. 50 % of what we do is help educate you during your visit so you are empowered should lice come around again. We also provide a letter you can take to the school/camp/daycare. Would you like me to provide you with a peace of mind appointment? Q. Can you tell me about your products?A. Certainly. All of our products are pesticide free, eco-friendly and safe for children and the environment. We use Health Canada Approved medical devices and enzyme shampoos to kill and remove head lice and their eggs. Our products are available on site, in clinic, online and at a number of health food and pharmacy retailers. Q. Why are you better than the competition or why should I choose Lice ?A. We have been providing families with professional head lice removal services for more than 14 years and it is all we do. Our team of lice removal experts are trained and certified in Lice Squad’s proven TLC Removal System which has cured over 1 million people of head lice. All of our providers are police screened and insured for your safety and peace mind. May I book you a peace of mind appointment for you?Follow Up or Service Concerns.Finding some nits after an appointment is not uncommon and this will not lead to another infestation. Assure the client and give them peace of mind that as long as they continue with their follow up recommendations, everything will be fine. If the client is anxious or upset and you fear losing them as a fan of Lice Squad Canada, please offer to re-assess them once the complete follow up has been done. Sometimes it may be worth paying a rep for one hour or offering a free bottle of product to ease the customer’s concerns. If we do come back for free follow up and there is no lice we will have to bill the one hour minimum. Follow up in clinic may be offered at no cost only after follow up is done. Performance Issue ConcernsMisdiagnosis or finding many live bugs and eggs on the first follow up are considered cause for a free 1 hour visit as this indicates the provider did not take enough time or was not thorough on the visit. We always correct our mistakes and do what is right by the client. Sales GuidelinesThe following is a resource for your use when making calls to set an appointment time. Even though Lice Squad took the referral you may still find a client wanting to cancel or change their minds when you call to book the appointment. Here are some common reasons and ways to help you turn things around. There are also some helpful ways for you to increase your product sales included. Please study this and put it in your training binder for further reference.Price ObjectionsIf the caller seems to be having a problem with the price, use your judgement to recognize this issue. Keep the focus of the conversation towards the eventuality of you being there in the home to help them as quickly and affordably as you can.Suggest that the time and bill can be greatly reduced if they agree to work with you when you come, i.e. Mom works on one child with your instruction while you work on another child. Also mention that they must have spent far more or may spend far more on tools and treatments that have not worked in the past or may not work in the future. Remember that most people have called because they have already tried everything without success.Suggest that instead of wasting more time and money that they just have you in even for an hour to instruct them and educate them on what really does work. In most cases, the hour will result in a full visit when the customer realizes what you can do for them. Remember we are not sales people we are offering them help and value. Use sincerity not pressure. Also realize that for many callers time is an issue and No Nit Policies make for missed days of work or school. Stress that you can help them through this quickly and safely and that you will do your best to keep the cost down. Caution: Never rush a visit and be as thorough as you can. If there is a time constraint, focus on the education aspect, comb out and suggest that the customer considers buying the Louse Trap Comb and Nit Pickers Secret for follow up care.Q. Do you guarantee your service? A. Absolutely! Lice guarantees to provide customers with the most thorough head lice removal possible. We cannot guarantee 100% eradication because we do not know the severity of the situation until we arrive. (But assure clients that you will do your very best to get every last louse and louse egg that we can find.) We will leave you with follow up care instructions just in case anything was missed and we will provide you with a letter for your school or daycare explaining what we have done and asking them to admit your child back into class again.Q. What do you do differently than me, a friend or any other services?A. Lice Consultants are specialists in the field of head lice identification, education and removal. We utilize exclusive tools, and technology combined with a specialized method of removal that has been proven to be the most effective and safest available. We do not use pesticides in our products and we focus on education during your visit. This helps you to be better prepared to deal with lice should it ever happen again in the future? We guarantee to remove 98% of all stages of lice and eggs and to remove any visible signs of them. The tools that we use are gentle on children and our services are recommended by health professionals, doctors, and pharmacists. What may take an average person hours and even days to accomplish; we can do in as little as two hours. Q. Can I buy your tools or products?You can sell products on in home visits only. Tell your prospective customer that you have everything on hand and they can see how effective the tools are when you are using them to eradicate the lice during their appointment. You will also bring extra supplies if your customer wants to purchase them for their own use. Products are also available on line and by phone.I’ve changed my mind or have found someone else to help me. This will be your most common cancellation excuse. It is hard to argue with this and even harder to find an answer to change the persons mind. What we have found helpful is to re-state that reasons that they called us in the first place. They need fast and professional help now. They have tried everything already and by having an experienced professional in, they will not only get quality service, but will be educated and lice free once and for all. Discuss the possibility or suggest that you can make the visit shorter if they agree to help or even have their friend or family member come to help out as well. Other copycat services do not have the experience and tools to get the job done as fast and as efficient as our trained staff. The rate may be lower but the time it will take for them to do the job will result in a higher bill and possibly no real end to their head lice infestation.I am going to give it another try on my own or I am going to use another product first and see if that works.Again re-state that they have been fighting this on their own with no success. There is no topical solution that is 100% effective at curing a lice infestation. No matter how promising the label or guarantee. It takes the manual removal of all lice and eggs. Something we can do for them in a short amount of time with our exclusive tools and system. The phrase; I truly want to help you and to be honest, I’d hate to see you try yet another treatment that does not work for you or waste any more time or money with combs and gadgets that do not properly remove the lice eggs. Let me come out and help you, even for just an hour. That way you can see what I am doing and if you prefer, you can carry on with what I have taught you during my visit. I will bring the tools that you need with me. Again be sincere as you truly have a solution and are offering them value not sales pressure.I think I got it all and I think we are fine.The simple answer to this is to say: For your piece of mind, would you like me to still come out and have a final look through just to be certain? Sometimes a very few eggs are missed and can result in a new infestation anywhere between 1 to 3 weeks. Cancel InsecuritiesYou can offer any of the approved discounts off the client incentive form to save a sale or influence a booking of an objection. Always say “I am so confident you will love the service, I am going to offer you XX”Product Promotion and SalesThe products that you are using on in home visits should never be forced on the customer. Instead the products should sell themselves. Two techniques to help you accomplish a sale are to regularly show the customer how well the comb works by showing the lice and nits being removed. Repetitively speaking of the benefits of our product and comb as a preventative, and a follow up care tool that will last them for years also makes them more likely to purchase. I always say, “If it were me, I would have these tools in my medicine chest just in case.” Point out that regular screening with the comb and the use of the prevention spray will decrease the likelihood of them having to suffer from another head lice infestation.A great way to sell a comb is to offer the client the opportunity to buy their own for use on your visit. You can suggest that we use one of our sanitized combs or they can opt to purchase a brand new one still in the package for use on their visit. Have many colours to choose from as kids like to pick their favourite colour.If there is just no way of salvaging a cancellation, please let the customer know that we are here for them should they need our help and to visit our website for useful tips, downloads and free information. We are just a phone call away and more than happy to be of assistance to them in the future. Thank them and wish them all the best.Please always call Head Office or your Franchise owner if one of your referrals does cancel. This will allow someone to do a follow up call to see if the customer needs product or any other assistance.Sample Consultant Script“Hello. May I please speak with (Say customers’ name)?” When you speak with the client continue with: “this is (say your name) calling from The Lice Squad.” (If you are unable to speak directly with the client and you leave a message, just say that you are calling in regards to a “hair appointment” they had requested.)Hi (say customers name) I am calling to arrange the appointment for your in home service. I was given your referral and I would like to set up the appointment time with you now.I am available to see you (provide a choice of times that you are free)If this is not good for the customer ask the followingWhat would be a good time for you and your family?If you can manage to accommodate them at this time please skip to booking the appointment. If the time and day are not within your schedule let the client know that you only have these times available. You can suggest they call back to your Regional franchise or Head Office to see if anyone else is available to see them. However, please try to let the customer know that you cannot guarantee another rep will be available but it may be worth a try.Booking the AppointmentGreat. May I please have your full address?What are your main intersections?Were you provided with the information about our fees and methods of payment? It’s a good practice to review these at this time.Wonderful. I have everything that I need. Just to confirm. I will be seeing you on ______at______am/pm. I will call in advanced to let you know that I am on the way. If you could make sure that everyone has dry hair for the appointment. We also do require 24 hours’ notice if you need to cancel or re-schedule your appointment.Thank you (say clients name), I really look forward to meeting you and your family. See you soon.Contact your Franchise owner/Head Office immediately if a customer cancels and appointment. ................
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