TELEMARKETING INDIA PROCESS

1. 50 Calls per day mandatory

2. Segmentation: Before you start making the calls, segment your inactive
customers based on relevant criteria. This could be their last purchase date,
interaction history, or any other relevant data. This will help you tailor your
approach based on their specific situation.
3. Goal Setting: Define a clear goal for these calls. Are you trying to re-engage
them, gather feedback, offer a promotion, or something else? Having a clear
objective will guide your conversation and make it more productive.
4. Script Preparation: Develop a script that outlines the main points you want to
cover during the call. This will ensure that you cover all necessary information and
maintain a consistent approach across calls.
5. Personalization: While using a script is helpful, ensure that your conversation
feels natural and personalized. Mention any previous interactions or purchases
they've made to show that you value their business.
6. Value Proposition: Highlight the value or benefits of re-engaging with your
business. Whether it's new products, improved services, or exclusive offers, make
sure they understand what they stand to gain.
7. Active Listening: Pay attention to what the customer is saying. If they express
concerns or reasons for their inactivity, listen and address their issues. This can
help rebuild their trust.
8. Data Recording: Keep a record of the calls you make, noting down any
important details, feedback, or outcomes. This information will be valuable for
future follow-ups or analysis.
9. Time Management: Plan your calls strategically throughout the day. Consider
when your customers are most likely to be available and receptive to calls. Be
mindful of time zones if your customer base is spread out.
10. Follow-Up Strategy: If a customer expresses interest in re-engaging, have a
follow-up plan ready. This might involve sending them additional information,
scheduling a demo, or providing a special offer.
11. Feedback Collection: Use these calls as an opportunity to gather feedback on
why customers became inactive. This information can be valuable for improving
your products, services, or customer experience.
12. Training and Empowerment: If you're managing a team, ensure that your staff
is adequately trained to handle these calls. Provide them with the necessary
information and guidance to address various customer scenarios.
13. Metrics and Analysis: Track the outcomes of these calls, such as how many
customers express interest in re-engaging, how many convert, and so on. This
data can help you refine your approach over time.
2. Processing Credit Card Orders:

1. Order Placement: Customers place orders on your website or through other

channels, providing their credit card information.
2. Data Encryption: Ensure that the credit card information provided by customers
is securely encrypted to protect their sensitive data.
3. Payment Gateway: Integrate a reliable payment gateway to handle the credit
card transaction. The payment gateway authorizes and processes the payment
securely.
4. Authorization: The payment gateway contacts the customer's credit card issuer
to verify the card details and ensure that there are sufficient funds.
5. Transaction Approval: If the credit card is valid and has enough funds, the
transaction is approved, and you receive a confirmation from the payment
gateway.
6. Order Confirmation: Send an order confirmation to the customer, including
details of the order and payment receipt.
7. Order Fulfillment: Proceed with order processing, which may involve picking,
packing, and shipping the products to the customer.
8. Accounting: Record the transaction in your accounting system for proper
financial tracking.

3. Processing Manual Orders:

1. Order Details Collection: Collect order details from customers through phone,
email, or other communication channels.
2. Order Verification: Verify the accuracy of the order details provided by the
customer to avoid errors.
3. Payment Information: If the customer provides credit card details, follow the
credit card order processing steps mentioned above.
4. Invoice Generation: Create an invoice for the manual order, including item
details, quantities, prices, and any applicable taxes or fees.
5. Payment Collection: If the customer hasn't provided credit card information,
request payment through secure methods like bank transfer or PayPal.
6. Order Confirmation: Confirm the order with the customer, providing them with
an order summary, payment details, and an estimated delivery timeline.
7. Order Fulfillment: Proceed with order processing and fulfillment as you would
with credit card orders.
8. Accounting: Record the transaction and payment in your accounting system for
accurate financial tracking.
4. Credit Notes
1. Documentation Review: Verify that the credit note has been accurately prepared, including the
correct details such as the reason for the credit, the amount, and any reference numbers.
2. Internal Communication:
• Finance Department: Ensure the finance department is aware of the credit note so they
can update the accounts accordingly.
• Sales Team: If the credit note is related to a customer return or adjustment, inform the
sales team so they are aware of the changes.
3. Customer Notification:
• Send Communication: If the credit note affects a customer's account, promptly notify
the customer about the credit note. This could be through email, a letter, or another
preferred method of communication.
• Explanation: Provide a clear explanation of why the credit note was issued. Transparency
can prevent misunderstandings.
4. Account Reconciliation:
• Check Customer's Account: Ensure that the customer's account reflects the updated
balance due to the credit note. This might involve adjustments to invoices or statements.
• Confirm Balance: Make sure both your records and the customer's records show the
same balance after the credit note adjustment.
5. Follow-Up Protocol:
• Internal Checklists: Implement internal checklists or processes to ensure that all
necessary steps are taken when a credit note is issued.
• Timely Follow-Up: Set deadlines for follow-up actions to prevent delays in processing
credit note adjustments.
6. Feedback Loop:
• Customer Feedback: If applicable, gather feedback from customers regarding the reason
for the credit note. This can help improve processes and prevent similar issues in the
future.
7. Record Keeping:
• Document Management: Maintain organized records of all credit notes issued and their
respective reasons.
• Audit Trail: Ensure there's a clear audit trail in case the credit note needs to be reviewed
in the future.
8. Process Improvement:
• Analysis: Regularly analyze the reasons for credit notes. If certain issues are recurring,
consider addressing the root causes to reduce the need for future credit notes.
9. Customer Relations:
• Personal Touch: In some cases, a personal phone call or follow-up email to the customer
can demonstrate a commitment to their satisfaction and help build positive relationships.
5. Central Registration Depository (CRD) Holds

1. Pending Investigations: If a regulatory authority is investigating potential

misconduct by a securities professional or their firm, they might place a hold on
the professional's registration during the investigation to prevent further actions
that could harm investors or the market.
2. Disciplinary Actions: If a securities professional is found to have violated
industry regulations, they may face disciplinary actions. These actions could
include placing their registration on hold for a specific period, suspending their
ability to trade, or even revoking their registration.
3. Licensing Issues: If a securities professional fails to meet licensing requirements,
such as completing required continuing education, their registration might be
placed on hold until they rectify the situation and fulfill the necessary
requirements.
4. Pending Resolutions: In some cases, a hold might be placed on a registration
while legal or regulatory issues are being resolved. This could involve legal
disputes or unresolved customer complaints.
5. Financial Issues: A hold might also be imposed if a securities professional is
facing financial difficulties that could impact their ability to conduct business in a
responsible manner.
 6. Providing Quotes:
1. Be Clear and Detailed: Ensure your quote includes a breakdown of all the relevant costs,
products or services, quantities, and any other important details. This helps the customer
understand exactly what they're getting.
2. Personalize the Quote: Address the customer by name and reference any previous discussions
or interactions you've had with them.
3. Provide Options: If applicable, offer different options or packages with varying features and price
points. This gives the customer flexibility to choose what suits them best.
4. Highlight Value: Clearly communicate the value the customer will receive from your products or
services. This could be through features, benefits, or cost savings.
5. Include Terms and Conditions: If there are any terms, payment conditions, or expiration dates
associated with the quote, make sure they're clearly stated.
6. Promptness: Provide the quote as soon as possible after the customer's request to demonstrate
your responsiveness.

Sample Quote Email:

Subject: Your Custom Quote for Product/Service

Dear [Customer's Name],

I hope this email finds you well. Thank you for considering [Your Company Name] for your
product/service needs. We've prepared a customized quote based on our discussions and your
requirements:

•
• Quantity: [Quantity]
• Price per Unit: [Price]
• Total Cost: [Total Cost]
• [Additional Details, if applicable]

Please find the attached quote document for your reference. If you have any questions or need further
clarification, please don't hesitate to reach out. We're committed to providing you with the best possible
solution to meet your needs.

We look forward to the opportunity to serve you. If you're ready to move forward, simply reply to this
email, and we'll initiate the next steps.

Thank you again for considering [Your Company Name].

Best regards, [Your Name] [Your Title] [Your Contact Information]

 7. Following Up on Quotes:
1. Timing: Follow up with the customer within a reasonable time frame after
sending the quote. This shows your eagerness to assist and helps prevent the
quote from being forgotten.
2. Personalize Your Follow-Up: Reference the quote you provided and ask if the
customer has any questions or if there's anything else you can assist with.
3. Express Interest: Let the customer know you're genuinely interested in their
business and are available to address any concerns.
4. Value Proposition: Reinforce the value your products or services can bring to
the customer's specific needs.
5. Clarify Next Steps: If the customer is ready to proceed, clarify the next steps in
the process. If they need more time, inquire about a suitable timeframe for their
decision.

Sample Follow-Up Email:

Subject: Follow-Up on Your Custom Quote

Dear [Customer's Name],

I hope you're doing well. I wanted to check in and see if you had a chance to review the
custom quote we provided for product/service. We're excited about the possibility of
working with you to meet your [specific need].

If you have any questions about the quote, need further details, or would like to discuss
any specific requirements, please feel free to reach out. We're here to assist you in any
way we can.

We understand that decisions like these take time, and we're more than willing to work
with your timeline. When you're ready, simply let us know how you'd like to proceed.

Thank you once again for considering [Your Company Name]. We're looking forward to
the opportunity to serve you.

Best regards, [Your Name] [Your Title] [Your Contact Information]

 8. Working on margins & Special pricing

1. Understand Your Costs:

• Calculate all costs associated with producing or delivering your products/services.

Include direct costs (materials, labor) and indirect costs (overhead, marketing).
• Analyze your variable and fixed costs to determine your break-even point.

2. Set Profit Margins:

• Determine your desired profit margin based on industry standards, business

goals, and market positioning.
• Align your pricing strategy with your profit margin goals.

3. Segment Your Customers:

• Identify different customer segments based on factors such as volume, loyalty,

and purchasing behavior.
• Tailor pricing strategies to address the unique needs of each segment.

4. Special Pricing Strategies:

• Discounts: Offer percentage-based discounts for bulk purchases or seasonal

promotions.
• Tiered Pricing: Implement different price levels based on quantity or package
features.
• Bundle Pricing: Combine related products/services into bundles at a discounted
price.
• Promotional Pricing: Temporarily lower prices for specific events or to introduce
new products.
• Value-Based Pricing: Set prices based on the perceived value your
products/services offer to customers.

5. Competitive Analysis:

• Research competitors' pricing strategies to ensure your prices are competitive

within the market.
• Differentiate your offerings based on value rather than solely on price.

6. Customer Communication:
 • Clearly communicate the value of your products/services to justify any premium
pricing.
• Explain the rationale behind special pricing or discounts to build trust with
customers.

7. Negotiation Skills:

• Train sales representatives to negotiate effectively while maintaining profitability.

• Have predefined limits and guidelines for negotiating prices.

8. Monitor and Adjust:

• Regularly review pricing strategies and monitor their impact on margins and
sales.
• Adjust pricing based on market trends, changes in costs, and competitive
dynamics.

9. Use Technology:

• Implement pricing software or tools to manage complex pricing structures and

analyze data.
• Utilize Customer Relationship Management (CRM) systems to track customer
preferences and purchasing behavior.

10. Align Sales and Marketing:

• Ensure that marketing efforts communicate the value of your products/services in

line with the pricing strategy.
• Collaborate between sales and marketing teams to create cohesive messaging.

11. Monitor Customer Reactions:

• Pay attention to how customers react to changes in pricing or special offers.

• Collect feedback to refine your strategies over time.

12. Loyalty Programs:

 • Implement loyalty programs that reward customers for repeat business,
encouraging them to choose your brand over competitors.

13. Consider Long-Term Relationships:

• Balancing margins with special pricing is important for both short-term profit and
long-term customer relationships.

9. Working on new enquires

Working on new inquiries is a crucial part of the sales process. Effectively managing and
responding to these inquiries can lead to increased conversions and better customer
relationships. Here's a step-by-step guide to help you navigate new inquiries
successfully:

1. Prompt Response:

• Respond to inquiries as quickly as possible, ideally within 24 hours.

• A prompt response shows your commitment and professionalism.

2. Gather Information:

• Gather all relevant details about the customer's needs, preferences, and any
specific requirements.
• This information will help you tailor your response and offerings accordingly.

3. Personalization:

• Personalize your response to address the customer by name.

• Refer to any specifics mentioned in their inquiry to show that you've read and
understood their needs.

4. Provide Value:

• Clearly communicate the value your products/services can offer to address the
customer's needs.
• Highlight unique features or benefits that differentiate you from competitors.
5. Address Questions:

• Answer any questions the customer has posed in their inquiry.

• Be thorough and provide detailed explanations where necessary.

6. Offer Solutions:

• Propose solutions that align with the customer's requirements.

• Present different options or packages if applicable.

7. Pricing and Discounts:

• If possible, provide a preliminary pricing estimate based on the information

provided.
• Mention any ongoing promotions or discounts that could be relevant.

8. Share Success Stories:

• Share relevant case studies or success stories that demonstrate how your
products/services have helped other clients.

9. Clear Call to Action:

• Include a clear call to action that guides the customer on the next steps.
• Provide contact information and encourage them to reach out for further
discussion.

10. Follow-Up:

• If you don't receive an immediate response, follow up with a polite and non-
intrusive reminder.
• Sometimes customers need extra time to make a decision.

11. Handle Objections:

• If the customer raises objections or concerns, address them thoughtfully and

provide solutions.

12. Stay Professional:

 • Maintain a professional tone and demeanor in all communications.
• Be courteous and respectful, even if the customer doesn't proceed.

13. CRM Tools:

• Use Customer Relationship Management (CRM) tools to track and manage

inquiries.
• CRM systems can help you organize interactions and streamline follow-up.

14. Collaboration:

• Collaborate with colleagues, especially technical experts or product specialists, to

ensure accurate and comprehensive responses.

15. Feedback Loop:

• Collect feedback from inquiries that did not convert to understand potential
areas for improvement.

16. Document and Analyze:

• Keep a record of interactions, responses, and outcomes.

• Analyze trends to refine your approach over time.

Remember that each inquiry is an opportunity to showcase your professionalism,

expertise, and commitment to customer satisfaction. By providing valuable information
and personalized solutions, you can increase the likelihood of turning inquiries into
successful conversions.