PRODUCT KNOWLEDGE

AXXON BPO (AXXON) is running multiple B2C campaigns for USA in outbound and inbound domains. We are currently
enduring various insurance programs, Auto insurance, Final Expense. Attached please find the project script to have the
entire knowledge of the project you have been appointed.

What is telemarketing?
Telemarketing is one of the ways of direct marketing which involves the use of the telephone for the marketing and
sales purpose. The salesperson involved in this process uses a predictive dialer to outreach customers and convince
them buying for products or services with complete information and detailing session. Telemarketing is categorized in
two different kinds i) Business-to-consumer B2C and ii) business to-business B2B.
Please read below the essential protocols to follow while making telemarketing calls:
o Be polite;
o Be empathetic;
o Listen to the customer; and
o Respond to the questions with right answers.

How Lead Generation Works:

The Business Development team at AXXON is managed by our project managers. The project manager work with our
clients to identify a target and craft a message of products and services (also called a script) that is catered for your
audience. We work smart to deliver customer value and our customer experience team works with our business
development teams to make sure that we execute telemarketing projects that WOW and delight.

Lead Progression and Nurturing

AXXON in-house sales team only generates Live transfer and sends to QA department for verification and validation, also
put forward those leads to progression and lead follow up department. We understand that not every lead that you
generate gets followed up on, despite your best efforts, some leads get left behind. We also know that sales teams
often don't have the time to focus on early-stage leads. This is why we have a team of professionals for Lead
Progression and Lead Pipeline Management Consultants who can reach out to bring up and progress leads at any point
in the sales cycle.

Lead-to-Win Services
We maintain in-house technology sales team that can move qualified leads through the sales. We take ownership of the
lead as far down the sales cycle as needed. The same team also has the ability to progress the lead up to the final sale.

BANT Qualified Leads

To get quality leads, we develop a firm understanding of your solutions and services so that we can ask better qualifying
questions. Our team strives to provide you with a clear understanding of the prospect and their situation by building
lead reports about budget, authority, need and time frame. Our experience in technology marketing allows our team to
go a step further than many organizations and hold conversations around IT environments as well.

Basics of Cold Calling:

Cold Calling is when you make a telemarketing call to a customer with whom you have never had any previous contact.
When making a cold call you need to first and foremost sound confident, bold and assume that the customer will be
interested so that the customer shall come up with questions and you shall raise your chance of scoring a lead. Some of
the useful cold calling tips are as under:
Express confidence:
A good telemarketer speaks with a tone of authority that puts customers' minds at ease. If you are amply prepared, then
you should be able to talk about the reason for your call and your company with confidence;

Try not to sound rehearsed:

Scripts are common in telemarketing, especially in a call center atmosphere, but it is possible to deliver a script without
sounding like you are reading from a piece of paper. Take some slow breaths and relax before making your calls, then
focus on the message behind what you are saying rather than the words themselves;

Maintain a positive mental attitude:

Remember that some (or many) of the people you call may not be expecting your call and, additionally, may not be
receptive to your call. It is not unusual for even a good telemarketer to be rejected by several potential customers in a
row before reaching 1 interested customer. Don't take rejections personally but, rather, take them as opportunities to
develop your telemarketing skills;

Staying Focused:
Telemarketing is a numbers game, and it takes time and persistence to develop good telemarketing skills. Commit to
making a certain number of calls each day and see those calls through. Good communication skills are clearly very
important to have when you work with people;

The Secret to Good Communication Skills on the phone:

● Voice Tone
● Speed or Tempo
● Volume
Successful Steps of Telemarketing:
Create a unique and interesting offer:
To capture the customer’s attention within 15 seconds, you have a limited window to introduce yourself and make your
pitch; rework your introduction as many times as necessary to have a better impact.

Ask a question:
As soon as possible to engage the customer into the conversation because customers are less likely to hang up the
phone if you ask a question.

Listen closely:
To the response and be prepared to rebuttal. Most customers will respond consistently & being prepared to respond
will always give you an edge. A sales call is a chess match, so you should know the right move in advance.

Role plays the call flow:

for improvement to ensure productivity and keep the call flow focused and time limited, balance quality and quantity,
more contacts may mean more sales so don’t get lost in providing too much information.

Motivation:
One of the most important things in telemarketing is motivation; someone has to want to do the job! The overall
motivation will determine how you speak to people, so successful telemarketers shall be motivated to do carryout the
job.

Product knowledge:
In order to successfully speak about a product or a service, the telemarketer must know about the product or the
service. Customers will ask questions before they buy or sign up for something, so the telemarketer should be able to
answer the questions. Knowing the product or service will help the telemarketer make a successful deal.

Know the call format:

The telemarketer should have a call format or a call plan. They should know the order of the call like the introduction,
description of the product, price, value of the product, how to order and the closing. Many companies have a script to
follow and a successful telemarketer will know the script and use it to their advantage.

Attitude:
is evident on the phone when someone’s happy and excited, those emotions will palatable, even on the phone. Angry,
upset, or frustrated telemarketers are usually not successful. So, the successful telemarketer will have a positive
attitude while doing their job.

Know the customer:

A good telemarketer will know the customer. Know when it is a good time to call. If you call at a bad time, ask the
customer when a better time to call would be. Know what they are looking for. Listen to what the customer has to say.
Their comments and input can help you guide the direction of your call. Respect the customer's feelings and comments.
Knowing the customer is a successful technique for any telemarketer.

Finding the loss pole:

Conversation with customer will help to prolong the call and to get his/her attention.

……………. ***************************************************************************……………