Page 5 - The Compass 2017 | Volume 12 | Issue 3

TRAINING by Kelly Robichaud

7 StepS to turning Your ccr into a
cluB-MeMBerShip SaleSperSon

he importance of club memberships to your business can never be Step 3: train, train & train SoME MorE!
tunderstated. They ARE your business. Every club you have is a cus- Before your call-takers begin selling clubs, take time to train them on the
tomer locked to you. While your technicians may do a solid job of selling new script. You may need to train two or three times a week—for several
clubs, if they’re the ONLY ones selling your clubs, you’re likely missing weeks—before allowing your call-takers to start selling —but that’s okay.
out on some huge opportunities. I’m going to share with you the “7 Steps
to Turning Your Call-Taker into a Club-Membership Salesperson”: Step 4: rEMind your call-takErS not to loSE callS!
Remind your call-takers to follow scripts, present the benefits, be ener-
Step 1: ExPlain thE BEnEfitS of thE cluB to your ccr. getic over the phone, and answer objections and questions—but don’t
No one can ever successfully sell anything without knowing the benefits. be pushy. You never want to lose an appointment over a hard pitch.
Explain to your call-takers that:
• Clubs Are Great for Your Customers: Thanks to the inspections, club Step 5: track thEir ProgrESS
memberships provide discounts and offer safety to families. They give Monitor how well your call-takers are doing. Record their conversations
peace-of-mind by reducing the likelihood of emergency calls, and and use those recordings in future trainings. Utilize a Scoreboard. Contin-
should your customer need you, club members go to the front-of-the- ue to meet weekly to role-play.
line for service.
• Clubs Are Great for YOU, the Call-Taker: You’ll get a spiff for every Step 6: crEatE coMPEtition
Offer rewards for the call-taker who sells the most clubs in a month. Let
club sold and every club renewed.
• Clubs Are Great for the Company: Remind your call-takers that clubs them choose what they want to be the prize. If you only have one call-tak-
keep customers locked to your company. They’re not using any other er, create a goal to hit, and if he/she meets it, he/she is rewarded!
service company. Step 7: cElEBratE SuccESS

Step 2: dEvEloP a ScriPt-outlinE StructurE. People enjoy recognition. Have your call-takers, who are performing well,
stand up in meetings and get a round of applause. If the whole team has
Help your call-takers write a script outline. (Outlines don’t sound as me- a great week, buy them lunch. Telling them every week how much you
chanical as scripts.) Coach them through the process, but allow them to appreciate their hard work goes a long way.
put terms in their own words. Of course, be sure to brainstorm every As you see, selling clubs doesn’t have to be difficult. For additional help,
objection imaginable and develop a response to each. Learning Alliance offers the Telephone Essentials Online! Be sure to sign
your CCR up! You’ll be selling more clubs than ever before!

THE COMPASS | Issue 3 | 2017 5