Earn the Right to Sell (Phase 1)

Establish a strong, open relationship based on trust by making sure our customers feel they have the right person who can help them.

This can be done by acknowledging the reason why our customers are calling us and at the same time by making sure we understand what matters to them.

This happens during the first 4 minutes of the call...
Name: 


A red asterisk (*) indicates required questions.

  1. Oracle Number:*


  1. Evaluation Date: (mm/dd/yyyy)*


  1. Call ID:


  1. Call Type:  *


  1. Did the agent make the customer feel he/she is in the right place after opening the call?
    (agent should sound excited and lively when opening the call)
    *
    Yes
    No


  1. Did the agent understand what matters to our customer?
    (agent should probe, ask clarifying questions or paraphrase if necessary)*
    Yes
    No


  1. Did the agent create the need to close the sale on this call?
    ( agent should let the customer feel that today is the best day to buy the product that they are calling about)*
    Yes
    No


  1. Did the agent offer something?
    ( Agent Offer Rate Compliance)*
    Yes
    No


  1. What is the total price of the product the customer is calling about?
    (Call Value or potential lost revenue)*


  1. Did the Agent Earn the Right to Sell?
    (you should hear the customer fully engaged with the agent?*
    Yes
    No


  1. What could have been offered by the agent on this call?
    (care pack, new PC, back up ink/toner, paper or accessories)*





HP HHO Program
Boise, ID