Policy Number:
Effectivity: TBA
Revision Code: 14
Last Revision: January 09, 2025
Total Pages:
Author: Farrah Alfonso
Approved by: Thomas Parkinson
Revised Script for Onboarding Calls for New Clients
CONSULTED:
Jeefran Aris Bartolome
Jerson Bojos
Ruel Dave Lacueva
Mary Eslit
INFORMED:
Brenna Evangelista - Operations Manager
PURPOSE:
The purpose of implementing an onboarding call script for our specialists at Fast Track FBA is to facilitate a seamless and professional introduction between our clients and newly onboarded VAs. This scripted framework aims to establish clear communication, set expectations, and build a foundation of trust from the very first interaction. By providing a standardized approach, the script enables our specialists to efficiently gather essential client information, understand specific requirements, and explain the onboarding process comprehensively. This purposeful script empowers our specialists to create a positive and personalized experience for clients, ensuring that their unique needs are understood and addressed right from the outset. As a result, the onboarding call script not only streamlines the onboarding process but also contributes to the overall satisfaction of our clients, setting the stage for a productive and successful partnership between Fast Track FBA and our valued Amazon Seller clients.
NOTE:
This script is tailored to effectively engage with clients who are new to the concept of VAs or are engaging with Fast Track FBA's VA Academy for the first time.
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
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?
***Start recording the call.
[Introduction]
You: The recording has started, so let me introduce myself. I am [Specialist’s Name] from the Training and Aftercare Team.
So the call should take between 30-45 minutes to go through depending on questions and we are going to go through four sections
I would like learn more about you as seller and your expectations for your new VA
I will share about our recruitment process
I will let you know the exact step by step training plan we go through
I will give you in the everything you need to know about the 12 week after care process
You: I hope you don’t mind me asking, how did you learn about us?
You: Great, that's good to hear! Also, what made you choose to go with us? ( Fast Track FBA)
You: Before we dive into our discussion, I'd like to understand what you're hoping to achieve from our conversation today. What are your expectations for this call?
You: Thanks for letting us know. And can I ask, what are you looking for from the VA Academy?
You: Great, that helps me understand your goals better. Moving forward, what are you looking for from your new VA? What qualities and skills do you envision in your ideal VA, and how do you define success in this collaboration? Are there any measurable metrics you have in mind?
Perfect, I would love to learn more about your Amazon business. How long have you been selling on Amazon?
Cover the following areas; (if get the answer to ensure we are aligned)
Online Arbitrage, Wholesale, or Private Label OA
Years selling on Amazon?
Marketplace - UK / USA / Canada Etc- US Marketplace
Do you currently have any virtual assistants? / or history with VA’s that have left?
You: REPEAT BACK Thank you for sharing that. Just to make sure I understand correctly, you've been selling on Amazon for [XXX] years. And you're using the [OA/WS/PL] model. Your primary marketplace is [UK/USA/XXX]. Is that accurate?
You: Alright, before we proceed into the details of the processes and timeline, is there anything specific you'd like to ask or clarify?
You: Ok! Now let's proceed into the processes and timeline so that we can set clear expectations. [Read Objectives in the Presentation] First, let's talk about the recruitment process.
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"
Firstly, let's discuss what's included in our package. When you opt for our services, you'll enjoy several key benefits:
Unlimited VA Replacement for 12 Weeks: If a VA isn't a perfect match within the first 12 weeks, we offer replacements until you are satisfied.
Ultimate VA Owner Operator Handbook: A comprehensive guide covering onboarding, setting expectations, managing performance, bonuses, incentives, and termination if necessary.
FB Group Access: If you're already part of the group, stay connected with other sellers. If not, here's the link to join: FB Link . May I know your facebook name so that I can accept your request. Could you please send a request right now? We need to add you to the group during this call. Thank you!
Refund Policy: We offer a flexible refund policy.
100% Money Back: Up to 2 weeks from the sign-up date.
75% Money Back: Up to 4 weeks from the sign-up date.
50% Money Back: Up to 8 weeks from the sign-up date.
25% Money Back: Up to 12 weeks from the sign-up date.
IF FOR ANY REASON YOU NEED TO PUT DELAY THE REPLACEMENT OF YOUR VA, you may delay for 60 days……………………
Please note that most of our VAs might not have Amazon experience. They come from various corporate backgrounds in the Philippines and are transitioning to virtual work. Some have experience, but it doesn't necessarily make them experts. Knowing this helps avoid any confusion about their skills.
After training, your VA will need access to Seller Central and other tools to check which products are gated or hazmat in your account.
For communication, it’s best to choose an instant messaging app that you and your VA both like. This will make it easy for your VA to contact you when needed.
About the benefits, there is a 13th Month Bonus as part of their work contract with you. We will send out calculators in late October or early November to help you plan and save for this bonus. This avoids any awkward situations in deciding the amount. We understand the importance of recognizing hard work and dedication.
Regarding the VA's holidays, we acknowledge six paid holidays outlined in the contract: Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day, Good Friday, and All Saints Day. You also have the option to include other holidays such as Thanksgiving or Boxing Day, depending on your generosity. This time off helps VAs relax, reenergize, or refresh themselves.
Additionally, your VA earns one day of Paid Time Off (PTO) for each month of service. For example, if your VA starts on April 17, they will get 1 PTO day on May 17. These PTO days are not convertible to cash and should be used by the end of the year, with a maximum of 3 PTO days used at a time.
Our Recruitment Team will send you the VA’s salary details and a PDF guide on how to use Wise for salary payments prior to the scheduled payment date.
Do you have any questions or need any clarifications before we move on to the training and aftercare process?
If the client asks, how soon the VA will be available for them, check if we have the information on hand otherwise:
We understand the importance of getting your VA onboarded promptly. I don't have this information on hand, rest assured, we'll coordinate with our recruitment team to ensure they get in touch with you to discuss the specifics.
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"
[Training]
You: Hello! I'm here to provide you with key information about our training.
[Training Duration and Structure]
Our 10-day training program starts with a self-paced online course covering Keepa, including its Product Finder, and how to analyze buy box statistics, offers, and variations. We also provide training on sourcing guidelines and methods, teaching how to identify mismatches, find legitimate suppliers, and establish sourcing criteria. Top Tips and Tricks are shared to maximize efficiency, utilizing tools and strategies for effective sourcing. The remainder of the training focuses on practical application, allowing trainees to practice and hone their sourcing skills.
[Training Activities and Assessments]
During the training, they will participate in activity assessments and submit deals for evaluation. Successful completion of the training requires passing all assessments and submitting 15 qualifying deals that meet the training criteria.
[Confirm Client Criterias]
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?
[Tools Used and Covered During Training]
Our training introduces various tools essential for successful online retail arbitrage. These tools include Keepa, FBA Multitool, SAS, Buybot Pro, Asinzen, and Revseller. During training, they will mainly use Seller Amp SAS and its graph, which is similar to Keepa, for sourcing. If you notice the VA having trouble with the tools you use, please let us know right away so we can help them with more coaching.
That covers the key points of our training program. Are there any questions before we proceed to our Aftercare Program?
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"
[Aftercare]
As for our aftercare program and how we can support you as you work with your VA.
Our aftercare program includes 12 weeks of support through regular coaching sessions and support calls. We also provide a dedicated Google group chat for them to ask questions directly to our Training and Aftercare Specialist.
In addition to these resources, we conduct Follow-Through Sessions after the handover of the VA. We understand that onboarding a new VA can be a challenging process, especially if they don't have prior experience in sourcing. That's why our aftercare program is designed to bridge that gap and provide the necessary support.
We all put them under Close Monitoring with a dedicated Training and Aftercare Specialist. We want to make sure that every VA, even those without a background in sourcing, has the support they need to perform at their best.
To help you and your VA get started. Here’s the link to the Onboarding checklist – please make a copy for yourself. This checklist will guide you through the onboarding process. During the first month, we ask that you conduct regular deals analysis for at least one hour every day. This will help develop your VA's skills and understanding of your buying preferences while giving them hands-on experience in sourcing.
During the first three months, we recommend that your VA focuses on basic criteria, such as profit, ROI, SPM, BSR, the number of FBA sellers, and basic variation while they’re going through their learning curve. These are fundamental aspects of sourcing, and we believe that by starting with these criteria, your VA will gain a solid foundation in the process. Once your VA's skills are developed, you may introduce other purchasing guidelines. This progressive approach will help your VA continue to grow and improve over time.
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!
We strongly recommend tracking your VA's weekly spend as it is essential for assessing their performance and ensuring alignment with your business goals. Monitoring the total amount spent on purchased deals helps gauge the VA's effectiveness in sourcing profitable products, identify areas for improvement, and optimize your investment. Tom, who leads our weekly performance meetings, highly advocates this practice to ensure both your VA and your business achieve success.
To assist with this, we provide a customizable Spend Target Tracking Sheet. It compares your spending targets with the number of deals sourced daily, helping you and your VA stay on track and monitor progress. We kindly ask for your commitment to share your weekly spend data with us. Please note that we only track the total amount spent—not the individual deals.
We’ll be reviewing this data during our weekly meetings with Tom, so your input is essential for ongoing support and accountability. If you need help using the Spend Target Tracking Sheet or have any questions, please don’t hesitate to reach out. Here is the link for reference: [link]. Thank you for partnering with us in driving your VA’s success!
To help set clear expectations, we use a gradual approach to measure your VA's success. In the first month, the VA is expected to find 3-4 purchased deals per day, increasing to 5-7 in month two, and 8-9 by month three. These targets are based on specific deal criteria—£3/ $4 profit, 30% ROI in the UK/ 40% in the US, and under 100k sales rank. If your criteria are more stringent than these, the number of purchased deals may be lower, so keep that in mind as we manage expectations around deal submissions.
To ensure smooth communication and track progress, they’ll use a confidential coaching form where they’ll document your feedback on the bad deals daily for the next 12 weeks. This ensures we can review and discuss your comments without sharing or compromising any sensitive deal information, keeping everything completely private. Link for the coaching form
If you ever experience any issues with your VA, we recommend that you reach out to us right away. We offer VA replacements if necessary. We understand that sometimes timing for a replacement may not be ideal, so we offer a flexible hold policy. If you're opting for a replacement VA but are not ready to onboard immediately, we can hold the replacement for up to 60 days. During this time, we’ll keep the replacement window open to address any concerns or resolve issues before endorsing a new VA. However, after 60 days, the replacement window will close, and you will no longer be eligible to request another VA.
May I ask who the main point of contact or point person is for your business? Do you currently have a purchasing manager or an admin we should coordinate with? Additionally, could you share the most active email address that you or your point of contact are using for seamless communication about your VA and the spend that she has for the week?
[Importance of NPS Survey]
You: Lastly, your feedback is crucial to us. We encourage you to complete our Net Promoter Score (NPS) survey every 4 weeks during the 12-week period. This allows us to improve through your feedback as we always strive to help you grow your business. Plus, each survey completion earns you tokens for deals from our Leads Services. Your insights help us provide the best support possible!
So, that's our aftercare program in a nutshell. Do you have any questions or concerns that I can help with?
We’d like to make sure we got all the information correctly regarding your business criteria and contact information:
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… your email address is ________, are these correct?
A week before the end of the 12-week period, we will be scheduling an offboarding call with you. You’ll receive an email from us with a link to book your preferred time for the call.
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.
REMIND CLIENTS BEFORE ENDING THE CALL
Client Onboarding = This session we have right now is your onboarding call where we discuss the Recruitment process, exact step by step Training plan, and our 12 week Aftercare process. So if you have any questions or clarifications please let me know.
VA Onboarding = As the business owner you will handle the Onboarding of your VA, a separate session as soon as VA is handed over to your business.
Contract and Documents - You will receive these both shortly after the onboarding email and after we receive confirmation email from you. We send the necessary contracts and documents related to your VA by Monday or on the day that they will officially start working with you.
Working Hours = Schedule should be determined and agreed between Client & VA. Flexible working hours is not recommended especially in the first 3 months of the VA, to ensure continuous skills development
FTF Review Link: https://fasttrackfba.com/reviewus and https://uk.trustpilot.com/review/fasttrackfba.com
Thank you so much for joining us on this onboarding call! Before we wrap up, I’d like to invite you to leave a quick review on Google or TrustPilot. At this stage, your feedback can really inspire others who would also like to scale their business.
Why did you choose Fast Track FBA and how was the call?
It will really help our performance and the assessment of our supervisor, Here is the link: https://fasttrackfba.com/reviewus and https://uk.trustpilot.com/review/fasttrackfba.com
It won't take long, and your insights would be incredibly valuable to us. Thank you so much for your time and support!
You: Alright, Do you have any questions or clarifications? If there’s none, may you have a pleasant rest of your day/evening. Thanks again, bye!
How many days a week do you want your VA to work?*
5 days Monday to Friday (normal)
Other
What should be the start and end time of your VA's shifts?*
8 am to 4 pm (Philippines Time)
2 pm to 10 pm (Philippines time)
Flexible (not recommended)
Other
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"
[References]
Spend based on the Market Condition
Standard/ Normal Market Condition
First Month - £/$118 per day spent = £/$2,360.00 monthly
Second Month £/$207 per day spent = £/$ 4,140.00 monthly
Third Month £/$267 per day spent = £/$ 5,340.00 monthly
** Guide - Internal Spent **
First Month - £/$1500 per week spent
Second Month £/$3000 per week spent
Third Month £/$7000 per week spent