LMS Flipbook Updated 2017

LMS Flipbook Updated 2017

LMS… To Success

LMS Index

These are all the tips and tricks to learning, understanding, and utilizing LMS.

 Introductory Materials:  What is LMS  Why use LMS  Best Practices When Using LMS  How to Improve Your Sales Culture o Five Factors of a Positive Voice Image o Five Telephone Skills to Engage Callers  Improving Call Conversion  Definitions  Written Lessons:  Options- Setting up Your Defaults  LMS- How to Train Your CSR  Introduction to a Lead File  How to Navigate LMS Features  The 4 Scripts and the Importance of Role Play  Scripting- Why we Say What we Say  How to Maximize the Sale Process  Addressing FAQs and Objections  Understanding the Pricing Worksheet  Understanding the Call-Conversion Report  How to Track Estimates and Calendar Maintenance  Calendar, Email, and FAQ Maintenance

 Videos: 

LMS- How to Train Your CSR Click HERE Introduction to a Lead File Click HERE



 The 4 Scripts and the Importance of Role Play Click HERE  Scripting- Why we Say What we Say Click HERE  Addressing FAQs and Objections Click HERE  Understanding the Pricing Worksheet Click HERE  Understanding the Call-Conversion Report Click H ERE

What is LMS?

 Strategic, proven method to turn your leads into customers  An efficient, organized process to track and follow those leads through the entire sales process  Best method to book an estimate

Why use LMS?

By updating each and every contact with a lead everyone in the office will be on the same page. No more yelling across the room to see what’s happening with Joe or Bob. No more hounding the estimator to see what happened at the estimate. All information gets recorded in the Lead file. AND, not only does the information get recorded but the NEXT ACTION you must take to convert the lead is set up for you- the date, the time, and what must be done. All you have to do is be consistent and committed to updating after every contact. Remember- LMS is the best way to book an estimate. And YOU , the talented and successful Estimator will turn that estimate into regular service. This is how you GROW your business.

Sales = Growth = Profit

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Best Practices…

“A method or technique that has consistently shown results superior to those achieved with other means”

 Use Social Proofing- This is the FOREMOST WAY to get regular service. DO NOT just offer a One Time Clean. You MUST say, “Typically our customers use us for regular service, some of our customers choose us for special occasions. Which do you prefer for your home?”  Be comfortable with common objections and frequently asked questions- know how to answer them professionally and positively  Establish one person who is ultimately responsible- ensure no bold leads at the end of the day  Each office person knows the sales procedure and how to update  Each office person logs all call attempts and contacts  Act on leads as they become bold  Use LMS for back marketing  Use LMS to understand your Call Conversion  Do role play with your staff  Regularly engage in call coaching

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How to Improve Your Sales Culture…..

 Have a Sense of Urgency- Call IMMEDIATELY  Follow these Top 5 Factors to a Positive Voice Image  5 Telephone Skills to Engage Callers  Possess Customer Service Skills o

Patience- your customers might be confused and frustrated- you can help! o Attentiveness- really listen to customers o Communicate Clearly- keep it simple, leave nothing to doubt o Know your Product- understand the script and how and why it works. Understand everything that Molly Maid has to offer o Stay Positive o Read your Customers- listen for clues about their current mood and patience level o Have a Goal- Get that ESTIMATE using the tools we provided, SCRIPTING WORKS o If you don’t know the answer- admit it. You will get back to them with the correct answer.

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Improving Call Conversion

CSR Initial Inbound Conversion Rate Report

What does it do? o



Tracks CSR conversion rates

What are the benchmarks? o



40% of your calls should be about Estimates o 60% of your calls should be about One Time Cleans o How do you do this???  SCRIPTING- are you only pushing an OTC?  Call Coaching  This only works if you are entering 100% of your leads

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Definitions…..

 Alternative Choice Language: a choice limited to one of two or more possibilities, do not give the customer the option to say no  Call Log Box: Tells the chronological story of where the customer is in the sales process  Lead: The potential customer  Lead File: The page in LMS that contains all the information about that potential customer  Lead Status: Where the lead is in the sales process  Next Action: The physical step that comes next. Everyone in the office should understand these terms  Next Action Date: When to perform the next action  Sales Process: The process of moving the Lead through the LMS system  Social Proofing: people do what others are doing- they assume the actions of others in an attempt to reflect correct behavior for a given situation.

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Options- Setting Up Your Defaults General a. Alerts- when a lead needs attention or when a new lead comes into the system b. IT generally sets up c. Everything should be checked 2. Customer Care a. Path to CCS that indicates you are integrated 3. User 1.

a. Set up your custom signature at bottom of emails b. DBA, address, phone number, contact person and title c. User Display Name- Customize the way your name appears in the script d. Next three items are checked off e. Can change font size, name, or window set up

4. Franchise

a. Typically set up for you b. Your “Contact Us” on your website c. Custom Estimate Report Path- copy and paste your path to store estimates- Contact IT if you want to set this up d. Next two items should be checked off 5. Mapping a. Default Mapping Engine- can be set up on Bing Maps or Map Point b. If you choose to use Map Point- put the file here 6. Perceptionist a. Shows you are integrated with Perceptionist 7. Home Advisor a. Very few businesses use 8. Accurate- Obsolete 9. Call Scripting- Set up your call script options a. Set font, name, salutation b. Decide if you want all upper case or mixture c. Check rest of boxes d. Choose script you want to use- most owners use script 1 e. Recently added an outbound script 10. Pricing- grid with your pricing a. Right side does not work b. Left side- i. Add in the different hourly rates ii. Increase from weekly to alt. weekly and to monthly

1. This is a dollar amount iii. Weekly Range between quotes

1. On your pricing grid have a low end and a high end 2. Ex.- 25% means your high end will be $125 based on a $100 hourly rate

c. Recalculate Pricing Grid

i. Once you have changed the price you MUST take 5 steps for it to complete ii. Ensure that it says “Changes Saved” iii. Double check grid iv. Can edit pricing grid to accommodate any housing configurations that are not currently in the grid. 1. Add New Pricing Row- add info 2. Hit Recalculate Pricing Grid 3. Can customize any additional notes but make sure to recalculate grid correctly

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How to Train Your CSR Or… Call Your FC

Best used if you have 1-3 days to spend training your CSR a. Open a script and go through it (Why we say what we say) i. Goal is to have the CSR practice scripting b. How the lead appears in the Lead File c. Go through Lead File and explain all the components d. Go through Active Leads- bold v. grey i. What triggers the bold e. Open up different leads- go through call action log box i. Explain the scenario presented in the log box f. Calendars i. Perceptionist Web ii. Perceptionist One Time clean iii. Perceptionist Estimate g. How to track estimates ii. What do you do with a bold lead? (

HINT ACT - IMMEDIATELY)

i. Change the color once the estimate has been closed for simple tracking

h. How to follow up on estimates- thank you cards i. How to follow up on leads- sales procedure j. Call Conversion Report

i. Tells you how many leads are being converted ii. Only works if ALL leads are tracked

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Introduction to a Lead File

All activity on a lead is tracked here.



 Left side- (Lead Information) This automatically populates with the information from the script or a customer filling out a Request for Service  Right side- where the activity occurs.  Make sure to log each contact with the customer utilizing the Make Call, Scripted Call, and Send Email  Make sure to update each action while going through the Sales Process with Lead Status, Next Action, and Next Action Date  The Next Action will show up on the LMS Calendar on the date you inputted.  The link will show you the date is booked on the Perceptionist Estimates Calendar  The Box- Any comments inputted here will be exported to CCS with the lead file  Call Log Action Box- This is the chronological order of recorded actions of the lead being moved through the sales process.

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How to Navigate LMS Toolbar

Starting from the top and going from left to right we have….

Home Tab

1. New lead- A way to start a new lead 2. Cancel- Close a file 3. Close and Close All- Close tabs at top 4. Delete- Use only when you have a duplicate lead 5. Find a Lead- If you have dead leaded or you can use as a search tool

6. Refresh- LMS likes to be refreshed 7. Email- Never use for an initial contact 8. Print- When a lead file is open you can print your estimate worksheet, estimate and lead details 9. Map- can map in lead from office to home or map house in Zillow 10. Options- Setting up Defaults 11. FAQs- list of often asked questions and the subsequent answers (to close this need to right click) 12. Start Call Script- typical place to start call script

Tools Tab

1.

Email- send email to the open lead

2. Map- same as above 3. Options- another way to get to the defaults 4. Export Lead- do not use this option. Only export from open lead status 5. Transfer Lead- transfer to another owner >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28

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