DAILY WORKFLOW (FOH - CSR)
- Clock in
- Turn on TV (Background Video) and prep your area.
- Check your Monday Task list. Check and clear all notifications and messages. Implement or make notes and update tasks.
- Check Voicemail on Vonage and call back any missed calls - Notate in Monday and delegate if necessary.
- Open Freshdesk / Reply to all emails and begin to input into Monday or WM Back-end (orders / custom quotes).
- Check Pick-Up shelf and follow up with any orders that are back there to be picked up.
- Lunch Break
- Check Mail (Physical Mail)
- Upload Important Documents to folders and shred/forward to proper department if needed.
- Check Back End Quotes and follow up with your list by filtering ESTIMATE SENT with your Name Assigned.
- From Last to Most Current, call client to follow up with the estimate sent. If they do not Answer, send an email.
- Make a note in the Quote Request with date and details of your follow up.
- Repeat Steps 3, 4, 5 & 6 once complete until end of day.
*REMOTE EMPLOYEES SKIP STEP 2 , 8 & 9
THINGS YOU MAY NEED TO ASK TO GET A PROPER CUSTOM QUOTE DRAFTED:
- Product Name: (Brochure, T-Shirts etc)
- Size: (Width, Height, Dimensions if extra)
- Quantity: (1000/5000 etc)
- Color: (Full color, one color etc)
- Sides: (Front, Back, Both, Sides, etc)
- Finish or Embellishments etc: (Matte, Silk Lam, Spot UV etc)
- Extra Options: (Need them bundled or Shrink Wrap etc)
- Notes: (Client wants to make sure the stickers can adhere to donkey hair etc)
- Due Date: (when does the client need them by)
- Delivery: (Local Pick-up, UPS Ground, Carrier etc)
- Payment: (How will you be paying, would you like us to keep this on file for future jobs?)
If a client answers your follow up, use these tips to help get accurate information for updates and/or help landing estimate.
Good Morning/Afternoon this is Your Name Here from WM Printing how are you doing today?
I am just following up to see if you have any questions about the estimate we sent for your Enter Clients Product(s) Here.
Is there anything I can do to help get your project in motion?
*(TRY TO COLLECT PAYMENT IF THEY LIKE THE PRICE)
Feel free to reach out if you have any questions or want to move forward with this amazing project.
Standing by to help make this happen for you, have a #1derful day!!! {insert your own awesome close out statement}
UP-SELL TIPS:
"I noticed that your flyers are for a very cool looking event coming up next week, do you need any banners or posters for the event, we could have them out in about 3 days if you need them fast".
FIND OUT MORE ABOUT THE CLIENT:
"Tell me a little bit about the project, maybe I can make some recommendations"!
Create a connection by asking them questions, that allow them to explain (brag) about their project.
"I love what your doing, such a great concept!...Where did you come up with this amazing idea?... Can't wait to see what you come up with next"! (LET THEM TALK YOUR EAR OFF IF NEED BE - THE ART OF LISTENING WELL IS PROVEN TO BE ONE OF THE MOST EFFECTIVE SALES TECHNIQUES YOU CAN USE TO CLOSE A POTENTIAL PROJECT).
"Have you seen our custom table throws and retractable banners, they would look great when you set up your booth. We also have trade show displays, step and repeats, pretty much anything you can think of".
"Need any custom T-shirt's for this project? Did you know we do them in house on our state-of-the-art fully automated silk screen machine". You should come by sometime and let me give you a quick & safe tour".
"I noticed your service van is always picking up your projects, its perfect for a custom vehicle wrap" Should I get a quote started for you? If so, what is the year, make and model of the vehicle. Send us some pictures to give you a mock up".
"Did you know we have an entire catalog of promotional products to choose from? I am emailing you a link https://wmprinting.espwebsite.com/ along with some cool recommendations I have already done the research on that may fit your projects personality perfectly'.
COMMON RESPONSES (Helpful Dialog)
CLIENT: "I did not receive the estimate".
RESPONSE: "Your estimate came from Support@wmprinting.com - Check your spam and mark as not spam if you can't find it in your inbox. I will resend again to make sure it is going through properly". *Now go to back-end and resend the estimate.
CLIENT: "The Price seems too high. Not sure if it's in our budget. I will get back to you"
RESPONSE: Did you have a budget in mind? Have you received any other quotes? In most cases we can match or beat our competitors as long as we are comparing apples to apples. Can you send over a copy of the other estimate you received so we can compare, and see if we can save you some money?
*We DO NOT NEED to see the competitors estimate to match or beat, we just need the info to match, so ASK the client to read it to you if they don't feel comfortable sending it... and take notes for quote dept to do the research, make sure to get the price they want to be at.
CLIENT: "How fast can I get it, I need it tomorrow"?
RESPONSE: "Our standard turnaround for this product is 3-5 Days (depending on the product of course) - But if you need it rushed, we would need an addition 50% charge to get it done to meet your deadline".
CLIENT: Can I see a sample?
RESPONSE: "You will receive a digital proof upon request when you place the order if you need one at NO EXTRA COST, but a physical copy will cost you about $10-$20 (or more depending on the product) and can slow down the production turnaround".
CLIENT: "I wanted something a little bit fancier, more exotic, do you have any recommendations"?
RESPONSE: "I'm sure we can find something perfect for you, let me sit down with our R&D team (research & development) to create some options that will make an impact on your target market. Can I give you a call back after we do some research"