Good for me

2. • Definition Of Sale
• Introduction of Process
• What & How We Do It
• Call Flow
• Main Issues Over calls
• Understanding of The Issue
• Probing Skill
• Understanding of Customer Psychology
• Buying Hints
• Diagnosing Problems
• How To Pitch
• Expected Breakers
• Rebuttals
• Software Training

3. Definition Of Sales
Fulfilling the customer’s requirement
And
Charging for that
= Sales

4. When You Computer is Sick
Introduction Of Process What Is Tech Support
Scam Mails System Slow Problem
Internet Issues
Printer / Router issuesPopups / Virus
Black / Blue Screen
Install/Uninstall Software
No Boot
Due to Any of these or more reasons

5. And you feel like
Introduction Of Process What Is Tech Support
Or May Be Like This

6. What You Can DO ?
Introduction Of Process What Is Tech Support
Call A Local Technician
• Response time minimum 30 minutes
• Charge per hour basis
• Charge for problem diagnosis as well
• Minimum Charge $80 to visit the
home
• Security Issues
• You need to be present physically
• Can’t support 24/7
• Support available in local area only
Call An Online Technician
• Immediate Response
• Charge only if problem is resolved
• No charge for problem diagnosis
• No Minimum Charge
• No one is entering in your home
• You need not to be present
physically all the time
• Support 24/7
• Support available in any part of
the world

7. What & How We Do It How We Do IT
Customer Calls Us We Listen & Understand
We take remote access We Diagnosis
We offer a solution

8. Call Flow
• Opening
• Apology/ Empathy
• Customer Information
• Assurance
• Paraphrase
• Probing
• Remote Access
• Diagnosing The System
• Educate The Customer
• Offer Solution
• Convincing
• Sale
• Closing
What & How We Do It

9. Main Issues & Understanding Of Those Over The Call
• Virus • Email Issues
• Popup • No Boot
• Blue / Black Screen • Windows Issue
• Slow Computer • Peripherals Not Working
• Not Able To Use
Software's
• Or More As Per Campaign
What & How We Do It

10. Probing Skill
Universal Probing
• For how long you are facing this issue?
• Do you use a laptop or desktop?
• Which windows do use?
• Have you made any software or hardware
changes after that the problem accrued?
• Are you the single user of the device?
Issue Specific Probing: Popup Call
• What is the error message you get on the screen?
• Have you downloaded anything after that problem
accrued?
What & How We Do It

11. Understanding of Customer Psychology
Type Of Customer
• Irate Customer
• Old Customer
• Lady Customer
• Computer Illiterate Customer
• Computer Literate Customer
• Customer In Hurry
What & How We Do It

12. Irate Customer
• Be patient
• Be an active listener
• Be extra ordinary with soft skill
• Get to the resolution quick
Understanding of Customer PsychologyWhat & How We Do It

13. Old Customer
• Be patient
• Be an active listener
• Match there pace
• Be elaborative
• Don’t use jargons
• Appreciate there efforts
Understanding of Customer PsychologyWhat & How We Do It

14. • Be extra patient
• Expect long conversation
• Be courteous
• Take care of soft skill
• Show value for money
Understanding of Customer PsychologyWhat & How We Do It
Lady Customer

15. Computer Illiterate Customer
• Listen patiently
• Paraphrase
• Explain in detail
• Don’t assume
• Make them feel good
Understanding of Customer PsychologyWhat & How We Do It

16. • Listen carefully
• Talk to the point
• Don’t create story
Understanding of Customer PsychologyWhat & How We Do It
Computer Illiterate Customer

17. Customer In Hurry
• Understand in one go
• Tell them your work flow and expected
time required
• Talk to the point
• Gate to the resolution in minimum time
Understanding of Customer PsychologyWhat & How We Do It

18. Buying Hints
• Customer is self earning or dependent?
• What is he/she uses the computer for?
• How important is the data?
• What is customer urgency as if now?
• How old is the device?
• Does customer go for online shopping?
What & How We Do It

19. Introduction Of Process Diagnosing Problems
It depends on the norms of the process…
What all tools are allowed to use while convincing the caller

20. Introduction Of Process How To Pitch
• Show the problems
• Let the customer know the charges from
local technician and other brand
• Then tell them that you can also provide
support as you know the problem well
• Sales guy can divide the payment in small
parts and can add separate
• Talk about benefits of using your service
Pitching is learning by experience, and very much depends upon the
customer and query type
This can be taught in classroom and on the floor only
• Show the problems
• Tell customer that there is no technician
charge however we have to purchase a
software to repair the problem

21. Introduction Of Process Expected Breakers
• Is it IBM / Microsoft / Dell…?
• How can I trust your company?
• I don’t want to share my screen with you
• Are you a hacker?
• I have got impotent data in my system?
• Its too expensive
• And more
Each question has a unique answer, which helps building repo with
customer
Sir / Mam, we are …………….. And we do
support IBM / Micro Soft / Dell products.
Which product do you use Laptop or Desk
Top?
(By asking this close ended question following with 1
or 2 more, customer may get deviated from his
original question. This works 50 to 60 % time)

22. Introduction Of Process Software Training
• This Slide will be develop step by step screen shot of how to use CRM or other software used in the
company