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Engage the member/traveller outbound
10
ENGAGE THE MEMBER/TRAVELLER - OUTBOUND
The model
Conclusion and
next steps
About this
module
Making outbound calls
Engage the member/traveller - outbound
Relate to what our member/travellers are thinking and feeling
Look at techniques to engage our member/travellers in the first few seconds of an outbound interaction
Set expectations to create interest and gain agreement to spend some time with them
Why do we call our members/travellers?
- Follow up on a request
- Follow up a quote
- Call back request
Hurried
Confused
Happy
Thinking and feeling?
Relieved
Thinking and feeling?
Anxious
Frustrated
How long is this going to take?
Rushed
Correct information
Simple
Answers
Talk to an expert
Expecting?
Professional
Expecting?
Prepared
Easy Solution
Actively Listen
Correct information
Offer a
solution
Need to do?
Be clear
Need to do?
Make it simple
Respect their time
Straight to the point
Make it worthwhile
What techniques do you already use when you make an outbound call?
"No it's not"
Introduce yourself
"Is now a good time?"
State the reason for the call
Already doing?
Ask if now is a good time to talk
Compliance checks
Engage the member/traveller
15 seconds
70
Words
Prepare
"Hi this is Mary from nib, am I speaking with John?"
- Check self (right mindset)
- First impressions
- Show Interest
- Be prepared
- Tone and manner
- Name and company
- Body language
- Standout greeting
Greet
member/traveller
- Provide context to the call (link)
- Reason for the call
- Create interest (benefit)
- Ask agreement question & gain permission to continue the conversation (question)
- Celebrate moments
- Show empathy/enthusiasm and reassurance
Engage
member/traveller
Before I get into the details, were there any questions you have?
"No"
"The reason for my call today John is I have an answer regarding the issue I was looking into for you"
"Is now a good time to give you this information?"
- Set scene
- Input
- Time
- Transition to 'Discover'
- Credibility Statement
Agenda statement
Great. This will only take me about 10 minutes, is that ok?"
"Sure"
Activity
Activity
Engage the Member/Traveller - Outbound
Look at the examples in your workbook
Listen to some examples
- Greet the Member
- LINK > BENEFIT > QUESTION
- Set expectations
Skills practice - put together a response in the provided space in your workbook using the Engage the Member/Traveller - Outbound Framework
What we've learned
Member/Traveller Expectations
1
What are our members/travellers thinking, feeling and expecting when we call them? What do we need to do?
Techniques for making proactive calls
2
The first few moments when a member/traveller speaks to us, are the most important.
3
Engage the Member/Traveller - Outbound Model
A framework we use to generate interest right away.
Next steps...
Watch video
Attend workshop
Complete activities
Watch 'Engage the Member/Traveller - Outbound' video.
Complete activities and put together an Engage the Member/Traveller Outbound response in your workbook.
Attend Engage the Member/Traveller skills practice. Bring along the response you have put together.