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VIP (NEW Vip (Returning VIP (Loyal VIP (Loosing VIP (Had some issues with…
VIP
NEW Vip
Returning VIP
Loyal VIP
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Experienced even if he had some issues with orders he still uses service as mostly satisfied with us, aware of policies and offers
Keep in touch , get in touch in friendly manner.
Ask if he needs any assistance on following or future orders, aways ask on what would he do next, what courseshe would take and make sure he would use us for them.
Bundle offers, upsale.
Experienced, all good, may be not aware of full spectrum of services and policies
Remind him prioritoes of being VIP, show the care.
As if he has questions on some fields of cooperation. Give detailed explanation about our policy to make him aware when and in which cases he can get a rufund to awoid and prevent outfrow in future.
No discounts needed on this stage. Bundle offers, upsale.
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He is experienced client, mostly no issues with orders, thoug no awarenes of full spectrum of our services and no understanding or rules of our company.
Give understanding of priorities he has after becoming VIP.
Give detailed explanation about our policy to make him aware when and in which cases he can get a rufund to awoid and prevent outfrow in future.
No discounts needed on this stage as he would get used to it.
Bundle offers, upsale.
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Course subscriber
Check if the client has same or alike topics in CRM
Use phone (or email) to contact. The person from the sheet will be already asked by support regarding your call/e-mail:
1) Intro
2) ask about the preferred channel of communication
3) ask about specialization - subject
4) Tell about the benefits of ordering the whole course at once
5) propose to place the whole course at once
save money by ordering the whole course with the longer deadline
Reseller
Check in CRM if has a bunch of orders for the different subjects not connected at all
Use phone (or email) to contact.
1) Intro
2) ask about the preferred channel of communication 3) ask if he resells the essays if yes
4) Tell about the benefits of ordering with a bundle with us
5) propose to place the orders with Henry
Determine (1) scale of the project, (2) budget, (3) longevity, (4) requirements for the writers, (5) turnaround times
save money by ordering with the reseller deal
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Satisfied
Why? No issues, all good
Script:
Check up if any help on current orders needed.
As when he would have some new orders.
Try to sell sourse subscription or place the future orders with him and sell VASes if he doesn't use them.
Curious
Why? Loves tracking progress, impatient, always in touch
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1. OPENING CALL
When: 24h since $1000 spend/ 10th order placed
How: phone call
Call script
1) Present yourself.
2) Collect personal info about the client.
3) Ask for feedback on our services.
How was your experience with us?
What can we improve?
What was your favorite thing about us?
What was your least favorite thing about us?
What did you think made your experience with our service complicated?
4) Ask preferred communication channels!
5) Try to get on a messenger with the clients.
Add to CRM
1) Mark profile as subscribed.
2) Mark as a VIP client or Reseller.
2) Add links to social profiles
4) add pref chanel
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HVO order VIPs
Show that we care about them as well.
Give a call( send email if NA to ask if any assistance needed and that we will take care of this order to be sucessfully completed .
Ask if any orders in future would be needed , what courses does he take as he can order more for sure. Sell VASes.