A nationwide warranty broker helping consumers find the right program for their vehicle repair needs.
Turning Over the Call to a Manager
Turning over a call to a manager is not as easy as it once was when we all worked in call centers. All you had to do was just raise your hand and if a manager was available, they would hop on your call.
Well – that doesn’t work anymore because we all work from home (remotely). So, we have to follow a process in our internal messaging system (which you will learn tomorrow) to let managers know that we are in a pitch and at certain sections of the script. That process is called the TO process:
- Chat the letter “Q” when you are in the “Qualify 1” section of the script (you will also need to share your screen here).
- Chat the letter “C” when you are in the “Assumptive Close” section of the script.
- Chat the letters “TO” once you have isolated the consumers objection and can’t take the call any farther.
BUYER: Yeah, everything sounds good I just don’t want to do anything right now, so I’ll call you back when I’m ready.
CONSULTANT (TO LINE): Ok, I don’t want to ruin your opportunity for the CERTIFIED program, just give me a moment and let me see what I can do. Hold on.
