Policy Number:
Effectivity: TBA
Revision Code: 03
Last Revision: September 18, 2024
Total Pages:
Author: Farrah Alfonso
Approved by: Thomas Parkinson
Enhanced Onboarding:
Script for Returning Clients Adding Additional VAs
CONSULTED:
Jeefran Aris Bartolome
Jerson Bojos
Ruel Dave Lacueva
Mary Antonette Eslit
INFORMED:
Brenna Evangelista - Operations Manager
PURPOSE:
The purpose of this call script is to facilitate a streamlined onboarding process for returning clients who are expanding their team with additional virtual assistants (VAs). The call aims to gather insights about their positive experience with their current VA, understand the driving factors for choosing more VAs from us, and discuss the impact of the current VA's contributions. Additionally, we will clarify expectations regarding the new VA's tasks, highlight package benefits including unlimited VA replacements and our refund policy, address prior experience considerations, and offer a platform for clients to seek clarifications and ask questions. The call ensures clients are well-informed, confident in their decision, and prepared for a successful partnership with our services.
NOTE:
The following onboarding call script is tailored for clients who have added or purchased virtual assistants (VAs) after February 2023. This script is intended to guide the onboarding process for clients who are expanding their team with additional VAs and have recently engaged with our services. For clients who purchased their first VA on or before February 2023, please refer to the main onboarding call script. (Insert KB Link here)
To ensure we have the correct information, please repeat all the details provided by the client based on our queries. This way, we can be sure that their needs and expectations are fully understood.
NOTE: IF THE SPECIALIST DOES NOT KNOW THE ANSWER TO ANY PARTICULAR QUESTION THE CLIENT MIGHT ASK, HERE IS THE SPIEL THAT YOU WILL FOLLOW:
"I will email you the information, as I would like to consult our experts internally" OR "Since you are now a member of our FB group, you may post the question there, Tom or other amazon Sellers will respond. This will give you a broader perspective from different Amazon Sellers who are in different stages in their journey"
CALL FLOW
[Recording Notice and Permission]
You: Hi [Client's Name], before we begin, I want to inform you that we'll be recording this call for internal review and training purposes. Is that okay with you?
[Introduction]
You: Great, thank you for confirming. Thanks for taking the time to attend this call, [Client's Name]. How's everything going on your end?
[Expressing Gratitude and Clarifying the New VA]
You: First of all, a big thank you for your continued trust in our services. We noticed that you've recently added another VA to your team, and that's fantastic news.
[Understanding What Worked Well and Return Decision]
You: To begin, I'd love to hear what aspects of your current VA's performance particularly impressed you. Additionally, could you share what influenced your decision to choose us again for an additional VA? Your insights are invaluable to us.
[Discussing Results and Impact]
You: We're excited to hear about the positive outcomes. Could you share specific examples of how your current VA's efforts have made an impact on your business or projects?
[Exploring Additional Support Needs]
You: With the new VA, are there specific areas or tasks where you're seeking extra support? This information will help us ensure we match you with the right talent.
[Checking Target and Criteria Consistency]
You: Looking ahead, should the additional VA have similar responsibilities with your current VA, or will they be assigned different tasks or targets? I also want to clarify the criteria that you use. This clarification will ensure a smooth transition.
I'd like to ensure that we have your confirmed criteria and targets accurately recorded. Your targets or criterias are:
ROI; Profit; SPM; BSR and other preferences.
I'd like to ask if there are specific categories or stores you'd prefer your VA to avoid during this acclimation period.
Also, your business fees are….
Prep Cost; Shipping Cost; Bundle Cost…
And you will be using these tools…
SAS/BBP/Keepa
To confirm, your targets or criterias are….. you’d like to avoid the following…. Your business fees are ….. And you will be using these tools… are these correct?
[Package Details and Expectations]
You: I want to highlight some of the package benefits. Firstly, we offer unlimited VA replacements, which means if you ever need a change within the first 12 weeks after your VA's handover, we'll be ready to assist. If you ever feel that despite all the resources and support, the VA isn't meeting your expectations, you have the option to request a replacement.
Additionally, our refund policy includes various options based on timing:
100% refund: Up to 2 weeks from sign-up
75% refund: Up to 4 weeks from sign-up
50% refund: Up to 8 weeks from sign-up
25% refund: Up to 12 weeks from sign-up
Remember, the refund period is counted from the date of sign-up, while the VA replacement refreshes and the 12-week period restarts from the date of the VA's handover to you.
[Important Points to Note]
You: Before we proceed, just a quick check-in: do you have a particular date in mind for the VA's onboarding? Are you in a hurry to start, or is there a specific schedule you're aiming for? This helps us make sure everything aligns smoothly. Also, keep in mind that our VAs generally don't come with prior Amazon Product Research experience.
[Quality Assurance and Support]
You: In the first week of the VA being handed over to you, we'd like them to share the deals they're working on. This helps us ensure quality, track progress, and offer any needed assistance. Would this be fine with you?
[Clarifying Training Process]
You: Do you have any questions about the training process or specific topics we cover that I can clarify?
You: If you ever face challenges or have questions about your VA’s performance, you can easily schedule a one-on-one call with your dedicated Training and Aftercare Specialist. We’re here to help resolve any issues, clarify tasks, or provide guidance to ensure your VA meets your expectations.Having this direct support is key to maintaining a successful working relationship, and we're committed to assisting you every step of the way. You can book a call anytime using this link: Book a Call. Don’t hesitate to reach out if needed!
[Confirmation and NPS Survey]
You: Before we conclude, let's confirm a few details. Is [Client's Email Address] the best email to reach you? Also, are you already part of our Facebook Support Group?
[Importance of NPS Survey]
You: Lastly, your feedback is vital. We encourage you to complete our Net Promoter Score (NPS) survey every 4 weeks within the 12-week period. Each survey completion earns you tokens for deals from our Leads Services.
Before we end the call, I just want to ask if you could take a moment to leave us a review on Google. It will really help our performance and the assessment of our supervisor, if you leave us a positive public review in google review us or Trust pilot. Whichever is convenient for you. Here is the link: https://fasttrackfba.com/reviewus and https://uk.trustpilot.com/review/fasttrackfba.com
[Closing and Next Steps]
You: Thanks for sharing your insights, [Client's Name]. Your feedback truly guides our improvements. If you have any more thoughts or questions, feel free to reach out. We're here to support you every step of the way.
You: Alright, may you have a pleasant rest of your day/evening. Thanks again, bye!
NOTE: IF THE SPECIALIST DOES NOT KNOW THE ANSWER TO ANY PARTICULAR QUESTION THE CLIENT MIGHT ASK, HERE IS THE SPIEL THAT YOU WILL FOLLOW:
"I will email you the information, as I would like to consult our experts internally" OR "Since you are now a member of our FB group, you may post the question there, Tom or other amazon Sellers will respond. This will give you a broader perspective from different Amazon Sellers who are in different stages in their journey"