Thumbs-Up Marketing Presentation for Thumbs-Up Telemarketing, Inc. 13545 Barrett Parkway Suite 101 Ballwin, MO 63021 Bus: 314.821.8111 ext. 3016 .

Thumbs-Up MarketingPresentation

for

Thumbs-Up Telemarketing, Inc.13545 Barrett ParkwaySuite 101Ballwin, MO 63021Bus: 314.821.8111 ext. 3016www.thumbsupinc.com 1

Overview

Introduction – Contact Center Solutions

Target Audience

Call Content

In-House vs. Outsourcing

ROI

Q & A

2

Contact Center Solutions

Types of Contact Center Services

Inbound Teleservices

Outbound Teleservices

Email

Chat

Skype

Teleservices offers 2-way “live voice” communication

Teleservices is non-static & highly trackable

“Our calls have memories” – This is the key to being the “R” in Relationship

Customer Lifecycle touchpoints

3

Contact Center Applications

Telephone used for:

Provide information/Broadcasting message

Gather information

Sell a product

Sell a service

Provide customer service

Generate and qualify leads

Customer Loyalty/Retention DELIGHT

4

Integrated Marketing can support branding through

“RPV”

Reputation Promise Vision

5

Teleservices Continuum

Prospect New Customer

6

Teleservices Continuum

Prospect New Customer

Identify Decision Maker – Database Hygiene

7

Teleservices Continuum

Prospect New Customer

SurveyIdentify Decision Maker – Database Hygiene

8

Teleservices Continuum

Prospect New Customer

Survey QualifyIdentify Decision Maker – Database Hygiene

9

Teleservices Continuum

Prospect New Customer

Survey QualifyIdentify Decision Maker – Database Hygiene

Identify Need

10

Teleservices Continuum

Prospect New Customer

Survey QualifyIdentify Decision Maker – Database Hygiene

Identify Need

Generate Lead

11

Teleservices Continuum

Prospect New Customer

Survey QualifyIdentify Decision Maker – Database Hygiene

Identify Need

Generate Lead

Gather Information/

Schedule Appointment

12

Teleservices Continuum

Prospect New Customer

Survey QualifyIdentify Decision Maker – Database Hygiene

Identify Need

Generate Lead

Gather Information/

Schedule Appointment

Close the Sale

13

Customer “Delight”

Proactive Call Center

Earning the business of a new customer is SIX to SEVEN times more expensive than retaining an existing one!

Customer Acquisition

Increase Lifetime value of existing customer

Detractors in a Digital World

14

Who are you going to call?

15

Target Audience

Success of the program is

50%

dependent on your list!

16

Target Audience

In-House Lists

Current and/or past customers

Direct Mail

Web

Digital

External Lists

Jigsaw

Re-sellers

Trigger Leads

17

What are you going to say?

18

Call Content

Objective of Call

Identifying Decision Maker / Database Hygiene

Survey

Qualify

Identify Need

Generate Lead

Gather Information / Schedule Appointment

Close the Sale

19

Call Content

Objective of Call

Identifying Decision Maker / Database Hygiene

Survey

Qualify

Identify Need

Generate Lead

Gather Information / Schedule Appointment

Close the Sale

These services are NOT mutually exclusive! 20

Call Content

Verbatim

Followed Word-for-Word - Regulated

Guided

Conversation adjusted based on response

Outline

Bullet points

Completely conversational & needs based selling

21

On-Going Management

Staffing

Time management

Quality of calls

Escalations

On-going analysis

22

TrackingCampaign NameStart Date: To: Records Received: Co: Usable Records: From: Thumbs-Up

Date Project TotalsHours: Contacts: /hr /hrCompletes: /hr /hr Conversion Rate:Hot Leads: 0 0.00/hr 0 0.00/hrWarm Leads: 0 0.00/hr 0 0.00/hrCold Leads: 0 0.00/hr 0 0.00/hr___________________________________________________________________________________________Total Appointments: 0 0.00/hr 0 0.00/hrDNS Mail: 0 0DNS Phone and Mail: 0 0Business Number: 0 0Left Message: 0 0Deceased: 0 0Do Not Call: 0 0Wrong #: 0 0Disconnects: 0 0Call Manager: 0 0Spanish: 0 0Voice Mail: 0 0Reschedules: 0 0Reasons For Not InterestedHung-Up/Not Interested: 0 0Bad Experience: 0 0Picture Already Taken : 0 0Already Set Appt: 0 0Will Make Appt.Themselves: 0 0Too Busy: 0 0Sears Not Convenient : 0 0Too Expensive: 0 0Total Refusals: 0 0

23

ROI

Define Outcome

Measure Results

How many new accounts were closed?

What was the revenue generated?

What was your cost per sale?

What is the “Lifetime Value” of new customer?

24

Q & A

25