FST Day 4

What is the frame work for presenting a product?

• Feature - Advantage - Benefit

• Feature - Characteristics - Solutions

• Cause - Effect

• Concern - Solution - Benefit

What is the framework guidance for Objection Handling?

• Advantage - Question - Present - Benefit

• Acknowledge - Question - Position - Check

• Acknowledge - Question - Check - Advantage

• Question - Check - Present - Tennis ball

Why Discovery/ Probing questions are important? (Select all correct answers)

• Uncover the issue of a business

• Narrow down the area to support

• Increase the call handling time

• Avoid objection from advertisers

What are the good practices for giving instructions? (Select all correct answers)

• Keep the instruction simple

• Use a lot of technical terms

• Give clear navigation. For example: Look at the menu on the top left of your screen.

• Pulse check if advertisers are still following.

What are the jobs at the Closing Part of the call? Select all correct answer

• Summarise/ Recap what we discussed

• Check if they have any other questions

• Schedule next appointment if they need

• Send recap email

• Log the outcomes/ results of teh call on CRM

Should we pitch the solution to a Gatekeeper?

• Yes. They can be a part of the business

• No. We should use techniques to get information or connect successfully to decision maker

Which 2 techniques from below are recommended to solve a Gatekeeper?

• Tennis back: Question them back to get connect with decision maker

• Ask them take the call instead of decision maker

• Stimulus - Pause - Response: Acknowledge the situation and answer what is unclear to them without revealing privacy info

• Say sorry and give up on that advertiser

How we can guarantee the decision maker before starting the support?

• Ask them to share the screen for us to see

• Ask them to send you an email from the email recorded in the system

• Ask them to verify the last 4 digits of the ad account

What should we do if another person joins the call?

• Ask decision maker to remove that person

• Greet them and provide the call disclaimer about the recording purposes.

• Ask the new person to schedule a new call

What should we include in Introduction to advertisers? Select all correct answer.

• Your name

• Company or Team you represent

• Your age

• Reason for the call

• Call disclaimer on recording purposes