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WorksheetsFST Day 4
Total questions: 10
Worksheet time: 25mins
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
