Brands Neo Inc. Confidential: Training Document_BPO 2023_v1.

Celebs Tea Outbound Sales Process

Celebs Tea Co. is powered by Brands Neo Inc. for its global brand positioning.
Outsourcing our outbound sales process to a BPO Company provides Celebs Tea Co. a
strategic advantage by allowing us to penetrate new markets, leverage specialized
expertise, enhance overall sales performance, create economic opportunities and grow our
network for brand representation.

Business Process Outsourcing: Overview

New Business:

Outbound
calls

Product
Close sale
Awareness

Apply Sales Initiate Sales

Strategies Conversation

Qualify
Prospects

Renewals:

Outbound
calls

Close sale Re-connect

Apply Sales
Brand Recall
Techniques

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New Business

• Outbound calls

Dial on the lead set

• Product Awareness

Celebs Tea Co. is a unique, one-of-a-kind Tea company, which has pioneered the craft of
Natural Herb blends with Exotic Teas. The handcrafted, artisanal teas available are Natural
herbs with Gourmet tea- exotic flavours power packed with numerous nutritive, health and
beauty benefits. We connect the tea gardens directly to consumers through an online
marketplace in order to get fresh tea products at the doorstep.

Our websites are:

• For international: Celebstea.com
• For Domestic: Celebstea.in

• Initiate Sales Conversation

Use document ‘BNI-Sales Script for BPOs’. Please note, scripts are used as a guidance
document. As a customer facing frontliner, you are free to conduct your own sales
conversation with the customer.

• Qualify Prospects

Gain interest of a customer by explaining USPs of the product as outlined below.

• Apply Sales Strategies

a. Shop by Product
b. Shop by Concern
c. Showcase
d. Brand Ambassadors- Causes
e. Print on Demand- Merchandising, corporate gifting, invites, return gifts
f. Models
g. Subsidy- QR code and E-Wallet

Training Points:

Understand the concept of Celebs Tea Co’s sales strategies and their significance in
retaining customers and promoting brand loyalty.
Familiarize yourself with the different USPs of Celebs Tea, including e-wallet downloads and
QR codes.
Learn to communicate the benefits to customers, emphasizing how they can save money
and avail special deals on their next tea purchases.

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Sales Strategies for BPOs

a. Shop by Product- Marketplace

We proudly boast of a catalogue of 150+ varieties of tea like black, green, herbal,
white, blended, iced tea etc. Each category of tea has multiple flavours of tea.
The tea can be purchased in pouches or tins.

https://www.celebstea.com/shop

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b. Shop by Concern

There are different types of teas which are helpful in preventing some health issues.
There are many teas that can be consumed for their health benefits.
For Example: Green tea is one of the most popular teas that is consumed for its health
benefits. It is made from the Camellia Sinensis plant and is prepared by steaming and pan-
frying the leaves and then drying them.
In marketplace, go to Shop by Concern and type the health concern to get specific results.

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c. Showcase

Showcase products are pre-packed in 3 bundles (by number of tins and price)

• For international: https://www.celebstea.com/showcase

• For Domestic: https://www.celebstea.in/showcase

Click on Marketplace> Shop by Product> Showcase

Advantages of selling Showcase products:

• Customer saves on shipping of $15

• Pre-loaded with subsidies of $25, $50 and $75
• Sales advantage- leverage mark-ups of upto $50 in USD
• Ease of gifting/ promoting/ campaigns
• Enables sharing of QR code and subsidy
• Beneficial for Modelpreneurs
• Branding, merchandising, customised visibility
• Customised Invitations
• Creates a network of Tea Connoisseurs
• Social value as a Brand Ambassador

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d. Brand Ambassadors- Causes

Celebs Tea has successfully leveraged the power of brand ambassadors to promote their
products and causes. They collaborate with celebrities, influencers, and social activists who
resonate with their brand values. These brand ambassadors use their influence and reach to
create awareness about the benefits of Celebs Tea and the various social causes the
company supports.

The Role of a Brand Ambassador:

As a Celebs Tea Co. Brand Ambassador, customers can advocate for our brand and
products. The role goes beyond just purchasing our teas; they benefit from an opportunity to
represent social causes that resonate with them example:
Forest Conservation, Climate Change, Old Age Homes, LGBTQIA+ and more. By doing so,
our ambassadors actively give back to society and Mother Nature with every purchase,
creating a meaningful community. The Brand Ambassador campaign is monetised, creating
a revenue stream for the Ambassador and also contributes to the social cause they are
associated with.

Every Brand Ambassador benefits by:

• Receiving 7% of the sales value from sales generated through his cause
• Additional 7% is donated by Celebs Tea Co. to the cause

How to Sign Up as a Brand Ambassador:

Signing up as a Celebs Tea Co. Brand Ambassador is quick and easy. Here's a step-by-step
guide to get started:

Step 1: Visit the Celebs Tea Co. Website: https://www.celebstea.com/

Step 2: Navigate to the Ambassador Tab

On the website's homepage, locate the "Ambassador" tab on the top menu or in the main
navigation section.

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Step 3: Click on "Ambassador Sign Up"

Within the Ambassador section, you will find the option to "Sign Up" as an Ambassador.
Click on it to proceed.

Step 4: Complete the Registration Form

You will be redirected to a registration page. Fill in all the necessary details and personal
information as required in the form.

Step 5: Select a Global Cause

Choose the social cause that resonates with you the most from the options provided. This
will be your area of focus as a Brand Ambassador.

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Step 6: Join and Contribute

Once you have completed the registration form and selected your cause, you officially
become a Celebs Tea Co. Brand Ambassador. You can now actively contribute to your
chosen cause when sales are incurred through your unique referral ID generated when you
sign up.

The Brand Ambassador has to share the referral link with people of his community
who use the link to make a purchase. 7% of the sales value will given to the Brand
Ambassador. 7% will be donated by CTC to the cause.

Benefits of Being a Brand Ambassador:

As a valued Celebs Tea Co. Brand Ambassador, you will enjoy several benefits, including
but not limited to:

• The satisfaction of giving back to society and making a positive impact

• Opportunities to connect with like-minded individuals who share your passion for
social causes
• Access to exclusive events, offers, and promotions
• Recognition and appreciation for your efforts as a Brand Ambassador

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e. Print on Demand- Merchandising, corporate gifting, invites, return gifts

Celebs Tea offers a unique print-on-demand service that allows customers to

customize their tea packaging and merchandise.

This service is not only used for individual customers but also for corporate clients
who wish to incorporate personalized tea products into their gifting, event invitations,
or return gift options.

Customise the tea package with your image, text, cause, logo, branding etc and
create a unique experience by gifting artisanal, exotic tea to friends and family!

**Customisation heightens customer sentiment, purchase experience, engagement

and satisfaction and creates a sense of personalisation and presentation. The tea
cannister is printed with the customer’s name and picture, or that of their loved ones,
business logos, causes etc. The cannister can be re-used for various storage
purposes, creates a sense of connection and has brand recall value.

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f. Models

Celebs Tea partners with Models to collaborate with Brand Sponsors, Casting Directors and
Modelling Agencies.

This showcase has a bigger role in the collaboration of your referral sponsors. It creates
goodwill and face value as a cover model in front of your prospective sponsors.

https://www.celebstea.com/post/join-the-mission

https://www.celebstea.in/cover-model

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g. Subsidy- E-Wallet Download, QR Code on Tin

Celebs Tea employs a subsidy approach to encourage repeat purchases and customer
loyalty. They offer subsidies or discounts through various methods, such as e-wallet
downloads and QR codes on tea tins.
Customers can avail discounts on future purchases or gain access to exclusive offers
through these subsidies. The subsidy can be transferred to their friends and family.

International:

Domestic:

Subsidy through website:

Celebs Tea Co. offers the advantage of offering subside through the website.
In case, the agent is unable to make a sale through the above sales strategies and USPs,
the agent should ensure the customer downloads a subsidy and offer it free of cost by using
the discount code tagged to the centre.
This will ensure any sale made via the subsidy gets tagged and paid out to the relevant BPO
company responsible for getting the subsidy downloaded.

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Step 1: Go to International / Domestic Website> Offers> Subsidy

Step 2: Add the subsidy to cart

*Please note: Only one subsidy can be offered to a customer at a time

Step 3: Click on Cart to checkout

In the Promo Code field, enter your BPO company’s UNIQUE Promo code which waives off
the $150 instantly.
The checkout process can be completed.
The customer receives the e-wallet subsidy on his email.
For no charge, the customer has downloaded an e-Wallet of $150 which he can redeem for
his purchase. This is a customer retention strategy which is to be used only when all sales
methods have been utilised.

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This is the subsidy document the customer receives on email.

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The customer can use the code in the document to avail of subsidy on his next purchase
The sale of the tea made will be tagged to the BPO company responsible to get the subsidy
downloaded for the customer

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Subsidy through product:

Every box has a QR code enabled with a subsidy for both international and domestic
consumers.

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Checkout & Payment

CELEBS TEA DOES NOT PERMIT TAKING BANK ACCOUNT/ CARD DETAILS TO
PROCESS PAYMENTS. FAILURE TO DO SO WILL RESULT IN CONTRACT
TERMINATION.

The checkout & payment process:

• The BPO agent will process the order on behalf of the customer:
• Add the products to cart
• Apply discount code, where applicable,
• Write notes for customisation, where applicable
• Customer to email pictures for customisation to BPO’s registered email address with
@celebstea.com domain
• BPO agent to upload these images on the tea order on the customers behalf
• Click Checkout

On the checkout page, ask the customer for full name, phone number, email address.
If the BPO’s CRM has these details, simply confirm on the call and fill the details for the
customer.

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Click Continue
Select Standard Shipping and click continue

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Copy this URL from the payment page

Paste link into the email body

• On your BPO’s registered Celebs tea email, click on Compose

• Click on insert link and edit the link to look like this:

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• Send the customer the payment link to his email address

• The customer will receive a link on email saying: ‘Click here to pay & place your
order’.
• The customer will click on the link, which directs them to their payment page:

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The customer’s payment page will look like this:

The customer can select the mode of payment and click on Place Order

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RULES & REGULATIONS FOR PAYMENTS:

On clicking the link, the customer HAS TO MAKE THE PAYMENT THEMSELVES AND NOT
SHARE BANKING DETAILS WITH THE BPO AGENT IN ANY CIRCUMSTANCE.

If the customer is unable to make the payment immediately, the link will remain active and
the BPO agent can follow up to ensure the payment is processed by the customer so Celebs
Tea Co. can fulfil the order.

The amount from the sale will be awarded to the respective BPO as the promo code /
discount code/ subsidy is UNIQUE and tagged to the relevant BPO responsible for the sale.

Celebs Tea Products will NOT be misrepresented or mis sold.

Every BPO will get its unique email address and password. BPO agents to stay logged into
the Celebs Tea Gmail mailbox during the dialling hours of their shift to facilitate a fast and
smooth payment process for the customer.

RULES & REGULATIONS FOR AUTHORIZED USE OF CELEBS TEA MAILBOX

The Celebs Tea mailbox will be monitored by Celebs Tea Co.

The mailbox is to be utilised for sending payment links to customers ONLY

The mailbox can be used for email marketing campaigns with prior approval from
Celebs Tea Co. Please write to us at shafa@brandsneo.com with your email marketing
campaign, content, creatives and a functional inbound number with operational timings

Celebs Tea Co. holds all rights to maintain, monitor and audit their mailboxes at given point
in time.

Any unauthorised use of the mailbox will result in termination of the BPO agent and legal
compliance breach for the BPO company

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h. Delivery, Cancellation and Return Policy- for awareness

Domestic Delivery Policy

https://www.celebstea.in/shipping-policy

We offer free shipping on all prepaid orders above INR 999. Orders below Rs 999 will be
charged Rs 50
The Service has a delivery ETA of 5-7 days from the date of dispatch
The products are dispatched within 72 hours of the order being received
For any return or refund related queries, please reach out to us at hello@celebstea.com

International Delivery Policy

https://www.celebstea.com/shipping-policy

We offer free shipping on all prepaid orders above $100. Orders below $100 will be charged
$15 per package
Shipping cost is calculated automatically on the check-out page
The Service has a delivery ETA of 7-10 working days from the date of dispatch
For any return or refund related queries, please reach out to us at hello@celebstea.com

Cancellation Policy
https://www.celebstea.com/store-policy
https://www.celebstea.in/store-policy

Customers can cancel their orders by contacting the Celebs Tea Co. helpline without any
cancellation fee with no questions asked. If payment was made online, a full refund will be
refunded back into the same payment account used to place the order.

Celebs Tea Co. holds the right to cancel any order on terms of unavailability of produce/
delivery/ or any other factor found valid to the company.

Paid orders cancelled by Celebs Tea Co. due to unavailability of delivery in a particular area
will be refunded back into the same payment account used to place the order.

Return & Refund Policy

Celebs Tea Co. has a ‘no questions asked return and refund policy.

Customer satisfaction is our primary objective. If you are displeased with the
products/services provided, we will cancel the order / replace the products / refund the
money (as per your requirement), provided the reasons are genuine and proved after an
investigation.

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Requests should be made within 7 days of receiving the products. Requests received later
than that shall not be entertained.

Requests should contain the order number (provided at the time of placing the order) stating
the reason for return/cancellation/ refund.

We will contact you within 7 working days of receiving your request. For
refund/replacement/cancellation, kindly allow us 15 working days. However, payments may
get delayed due to certain bank issues.

Orders placed with a payment made online have the options of store credit points covering
the amount, which can be utilized in your next order.

Kindly feel free to contact our helpline or email us to describe your issue.
Helpline- Call & WhatsApp on +91 9607148123 / Email on support@celebstea.com

• Close sale!

Renewals

To continue our renewals business, the existing customer database can be contacted
with new campaigns, discounts, customisations, festive offers, branding needs et al.

Email marketing can be used to remind customers to use their QR codes and apply
subsidies to make additional purchases

Customers to be re-contacted at frequent intervals to take feedback of product, brand recall

and purchase tea.

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Conclusion:

Congratulations! You have now been equipped with valuable insights into Celebs Tea's
sales approaches through brand ambassadors, print on demand, models, and subsidies.
Remember to showcase the brand's values, engage customers with personalized options,
present products effectively, and leverage subsidies to create loyal customers. With this
knowledge, you are well-prepared to excel in your role as BPO agents for Celebs Tea and
contribute to the company's success. Best of luck in your sales endeavours!

*Feedback: hello@brandsneo.com/ shafa@brandsneo.com

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