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CUSTOMER SERVICE

LEAD MANAGEMENT

Topics
1. Phone Etiquette
2. Managing Customer Calls
3. Getting the Right Information
4. Call Flow Chart
5. Call Examples
6. Rebuttals
7. Lead Source
8. Entering Leads
9. Breaks & Non Working Hours
10.Summary
11.Reporting

Phone Etiquettes

Speak clearly. - slowly and in a cheerful, professional voice is very important.

Use your normal tone of voice when answering a call avoid being too loud or too soft

Do not eat or drink while you are on a call

Do not use slang words or Poor Language. Respond clearly with yes or no when speaking.
Never use swear words.

Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms.
Sanders). Never address an unfamiliar caller by his or her first name.

Listen to the Caller and what they have to say, always a good habit to repeat the information back
to the client when you are taking a message.

Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer
them to the appropriate resource. Never snap back or act rude to the caller.

Always ask if you can put the caller on hold. Never leave the person on hold for more than a few
seconds or they may become upset and hang up.

Always focus on the call. Try not to get distracted by people around you.

Identify yourself by announcing the company name, instead of just "hello

Speak directly into the mouthpieceone inch from your mouthso that your voice will be clear
and you can be understood

Use your hold button. Unless you cover both ends of the handset, your voice is still transmitted and
you will be heard

Before you put a caller on hold, ask for permission to do so. Do not leave the phone for more than 1
minute

Speak with enthusiasm smile into the receiver, because your voice will reflect your attitude

55% of communication is non-verbal. For this reason, it is important to develop good listening and
verbal skills to compensate for the lack of eye contact, facial expressions, and gestures

Use the other person's name often. People like to hear their name

Use good grammar and diction; avoid slang. Gum chewing destroys good diction

Be informed about your business, its services and personnel, and have basic materials and
information readily available for reference

End the conversation with a definite "goodbye" or any other expression which leaves no doubt that
the conversation is ended

Managing Customer Calls


The following to always be accessible on reception desk:
Pen
Notepad
Propspace (logged on)
List of all agent names, mobile numbers and email address
Calls received by reception staf
All calls to be greeted in the same manner and should be picked up in the first 3 rings
Reception: Good morning/Good afternoon/ Good evening, Banke International Properties,
how may I help you?
Take down the following details:
First name
Last name
Mobile number
Email address
Source Where did the customer hear about us?

Getting the RIGHT Information


First Name and Last Name:
Make sure to get the right spelling with the right pronunciation.
Contact No:
When taking down a telephone number from the client, make sure to get the right information,
prompt the client if the no is a mobile no, office no or a home telephone no, make sure you have
the right amount of digits captured as well as the country and area codes.
Email ID:
This is a very important piece of information, taking down the right email address opens the
door to send him potential information about new projects. Make sure to take down every
alphabet correctly, in not doing so can result in spam.
Where did the client hear about us?
This information will help us decide our future course of marketing activities and accordingly
divert their funds or budgets to areas where we are getting more leads.

Current
Listing

Incoming
Call

New
Enquiry

Take down
customer &
enquiry
details

Take down
customer
details

Look up Ref
no in
propspace

Update and
conference
with available
agent in office

Add on
Propspace

If agent
busy or
not
answerin
g

Update and
connect with
available
agent in office

If agent
busy or
not
answerin
g

Wats app
customer
details to
agent

Inform
customer will
ask the agent
to get back

Wats App
customer
details to
agent

Add on
propspace

Add on
Propspace

Add on
Propspace

CALL FLOW

Examples
Current Listing
Client: I am calling about the 2 bedroom apartment advertised in The Residence
Reception: So that I can direct your call to the relevant consultant, I just need to take down a few details.
Reception: Thank you Mr Bush. You are enquiring about the 2 bedroom in Executive Towers, may I ask how
did you heard about this property and if you have a reference number for it
Client: I saw it on Dubizzle and the reference number is BI-R-1430
Reception: Locate the listing on Propspace using reference number and then pass it on to the relevant
consultant by phone with the following information:
Clients First and Last name, Tel no and Email address
Reception: Mr Bush, our consultant Atul is looking after this property, and I will transfer your call to him now
Reception: Atul, I have Mr Bush on the phone, and hes interested in your 2 bedroom in Executive Towers for
AED 185,000, reference number BI-R-1430.
If the agent is not available, wats app the consultant and return to client on phone:
Reception: Mr Bush, our consultant Atul is looking after this property and is currently unavailable, I will leave
a message with him and he will call you back, however, Rahuls mobile number is 056 862 3107 if you would
like to contact him directly.
Enter details in propspace and send the client an sms with Agents contact details

New Enquiry
Client: I am looking for a 2 bedroom in Marina
Reception: So that I can direct your call to the relevant consultant, I just need to take down a few details.
Take down customer contact details and requirement and see which available agent is in the office.
Clients First and Last name, Tel no and Email address
Reception: Thank you Mr Bush for the details, may I place your call on hold to check which available agent
can assist you. Inform the available agent about the lead and update him with the customers requirement.
Reception: Thankyou for holding, I have Atul on line and have briefed him about your requirement Transfer
the call.
Enter details in propspace and send the client an sms with Agents contact details
If No agent is available, return to client on phone:
Reception: Mr Bush, thankyou for holding, the agent is not in the office, I have forwarded your details to my
agent, you should receive a call within the next 5-10 mins
Wats app the agent with customer contact details and requirement
Enter details in propspace

Rebuttals:Im not comfortable giving out my mobile number.


I understand your discomfort, however I can guarantee you that we do not share your number with
any third party, your number is completely secured in our database and the only reason we ask for
your number is so that we can send you good real estate investment options from time to time and
secondly if the line gets disconnected I at least have your contact details.

I dont want you to spam my inbox, I dont want to give out my email address.
I understand why you feel that way, even I would hesitate giving my email address out, but the
reason we ask you for your email address is because we keep sending out newsletters from time to
time and we dont want you to miss out on various real estate options that would benefit you.
I dont remember where I saw the ad.
Sir/Mam did you see it online or in the newspaper,
We will update you if there is a campaign going on so you'll know which medium to probe
for to the customer.

Print
Newspaper
Magazine

Lead Source

Online
Property Portals Dubizzle, Propertyfinder, Just Rental/Just Property, others etc.
Website will be entered under banke.ae
Google
Online Banner Ads Will be entered under WEBSITE
Facebook
SMS campaign
Hoarding/Signboard
Email campaigns
Walk Ins
Referrals
Events/Exhibitions
Mandatory Details - Full Name, Telephone No, Email Id and Lead Source
Again you will be informed if any campaign is running so you will be aware of what medium to probe

Entering Leads
All Leads will be entered into propspace the moment its received
The agents has to be informed that there is an assigned lead in his/her name
The agent can contacted via wats app or phone call if they are unable in the office
The agents needs to respond to the lead asap
The agent needs to update the lead in propspace post his discussion with the client
Benefits of adding leads in propspace:

Send sms about new launches


Send seasons greetings
Send emailers about new offerings
The leads will not get misplaced
The agent can always refer to propspace to get the contact details
Agents will only be able to get contact details thats in their name, they will not be able to see someone
elses clients contact.

Print Ad leads
You will be informed about the project, paper/magazine and the date the ad will appear.
Mandatory info Full Name, Tel no and Email Id
SMS Campaign leads
SMS campaigns are done in two ways either with the Company No (residential/commercial) or Individual
agents mobile nos
If done on company no, you will be informed about the date, the sms text and the project
If done on individual agents mobile no:- All agents will send their reports to me in an excel with client
details post the campaign which will be forwarded to you to be entered into propspace.
Online Leads
The client can either see the add online and call or will fill the Enquiry Form
If the client calls, probe and take all contact info
All online leads that comes through enquiries@banke.ae will be forwarded to the admin as well as the
agent, the details need to be entered into propspace immediately and the agent needs to be informed
immediately via wats app or a call, if the agent is busy the leads needs to be passed on to the next
available consultant and changed in propspace and ask the previous agent to ignore the email.
Direct Walk In Leads:Ask the client what they are looking for and see which available agent is there to assist the client. Once
the agent meets the client, please take all the info from the agent with regards to contact details and
enquiry details and add it in propspace.
Email Campaign Leads:You will be informed whenever we shoot out any email campaign so you are aware which project incase
you receive calls, take all client inform and add on propspace, follow same protocol of assigning leads

Breaks & Non Working Hours


There will always be one receptionist available at any given point of time
When going for lunch make sure the calls are routed to the other receptionist so the leads are not lost
When taking a short break, someone in the office needs to be informed
PB will not be answering any calls unless required.

NON WORKING HOURS


Before 9 and after 6
Weekends
Public Holidays
Voicemail needs to be checked regularly on a daily basis first thing in the morning the next working day

Summary
Every inbound sales lead is like a scratch-off lottery ticket. You don't know what you have until you
scratch the wax off the face of it and see what you have won. How many people buy a lottery ticket
and then wait until the next day to see if they're a winner? None. Inbound sales leads should be
treated the same way.
What this means is that every sales lead needs to be followed up. Make sure that all inbound sales
leads are entered into Propspace as soon as they are received and that each one is assigned to a
salesperson for immediate follow-up.
The caller needs to be connected with the agent, if the agent is not available or answering, the lead
will be passed on to the next available consultant
The lead needs to be entered into propspace immediately and not on a paper as that can get
misplaced
If the agent is not connected with the client immediately there could be a possibility that the client
would approach someone else

Reporting
A weekly report needs to be sent to Niraj and Porush of the leads that have come in that week with a
cc to me so that they can follow up with the agents and we can be assured that the leads are not
missed out on and that the agents are following up correctly.
Format
Date

Source

2/6/2015

SMS Campaign

2/6/2015

Print Ad

Project
Date
Nshama Source

Agent
Ahmad Project

Agent

2/6/2015

SMS Campaign

Nshama

Ahmad

2/6/2015

SMS Campaign

Nshama

Rahul

Nshama

Rahul

DIFFICULTIES?
DRAWBACKS?
Date

Source

Project

Agent

2/6/2015

SMS Campaign

Nshama

Ahmad

2/6/2015

SMS Campaign

Nshama

Rahul

SUGGESTIONS?

MOCK CALL
Date

Source

Project

Agent

2/6/2015

SMS Campaign

Nshama

Ahmad

2/6/2015

SMS Campaign

Nshama

Rahul

THANK YOU