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The Customer Survey: (Presale _Role 1)

Scripting The Interview;
Our first task in arriving at the most effective study of your market sector, is to script a concise telephone interview. This is done in direct consultation and collaboration with you the client.

Each query in an interview will elicit from your customer, responses which when analyzed at stages in your study, will address key concerns you have about your product/service and the market you are to offer in.

The Telephone Interview;
We contact your actual customers, real and perspective. Through precise, targeted telephone interviews we achieve several things;

1. Assess the need for your products and services
2. Acquire much needed input on your products/service features, allowing you to fine tune your offering
3. Acquire actual user feedback on an existing product/service offering
4. Achieve direct publicity of existing and planned offerings with each new interview

Computerized Databasing;
Each instance of your study is immediately databased on our computer system using our Windows Environment custom software. On completion of a particular study this master document is available to you our client in the personal computer file format of your choice.

Data Analysis;
In addition to providing all data accumulated during the course of a study. Our software is equipped with features that allow for immediate and accurate comparisons and compilations of all information allowing many varied cross-sections of the valuable data.

Organized and concise documentation of all of this analysis are also made available to you our client.

Lead Generation: (Presale Role 2)

Cold Calling;From our database of leads, numbering in the millions, we begin by initially contacting perspective customers on our client's behalf. Ample thought is given as to the form of contact, (i.e. telephone, faxing, or email), as that initial contact is very critical, and will dictate the tone of the entire sales cycle.

Strong leads are generated, whereby the perspective expressly requests scheduled follow-up regarding a specific product or service offering.

CORE COMPONENT 1 _Presales:

This dual role module is intended firstly for thorough market analysis. Through targeted customer surveys, product and service market viability can be readily accessed.

CORE COMPONENT 2 _Sales:

Our sales module will take a perspective customer through the entire sales process.

Opening The Sale;

That the entire sales process is effected in Core Component 2, this module begins with first contact. Consultation is done with you, the client, and first contact specifics are arranged and implemented. First contact leads can either come from you, the client, or from our database.

Information and Education;

To enable sales success, you the client, will provide all relevant information for the education and familiarizing of your perspective customer with your product or service offering. Because sale rests entirely with Millennium Group, there can be no referring of perspectives to direct client information and education, such as websites or client telephone numbers. Until the sales process has ended, in our role as your agent, all perspective information and education concerning your offering must be passed directly from our sales representatives to the end user.

Closing the Sale;

When arrangements are made for receipt of a specific product, or for the implementation of a specific service, as well as for exchange of payment, the sale has effectively been closed. Details concerning product or service delivery will be passed on through training to our sales representative, and ultimately to your customer by our reps.

Outbound Customer Support;

Following up with a customer after purchase of a product or service, we demonstrate support for end user implementation, as well as collecting information that is passed on to you our client for future modification and improvement to your offering.

Inbound Technical Support;

Support can be offered on an inbound basis to your customer, assisting them in resolving technical issues that may occur during the initial stages of product or service end use.

STAFFING

Each core component of our Customer Development and Support Service employs various staff tiers. Each of these staff tiers posses varying levels of experience and expertise. In their capacity, each staff tier is capable of individual complete role fulfillment, or can act as part of more complicated campaigns, where Multi-Tier contact is required for successful campaign completion.

Pre-Sales Component (2 tier)
· Market Research Representative (MRR) Responsible for accurate customer survey/questionnaire completion. May also act as 1st or 2nd contact during Multi-Tier contact sale cycle.
· Data Management Analyst (DMA) Responsible for all data back-source analysis and structuring.

Sales Component (3 tier)
· Telemarketing Sales Representative (TMR) Responsible for Single-Contact_Single-Tier sales initiatives. May also act as 1st or 2nd contact during Multi-Tier contact sale cycle.
· Account Representative (AR) Responsible for Multi-Contact_Single-Tier sales initiatives. May also act as 1st or 2nd contact during Multi_Tier contact sale cycle.
· Account Manager (AM) Responsible for the management and implementation of all sales initiatives.

Post Sales Component (3 tier)
· Customer Service Representative (CSR) Responsible for all sourced inbound and outbound non-technical customer assistance.
· Technical Support Representative (TSR) Responsible for all sourced inbound and outbound technical customer assistance.
· Customer Support Manager (CSM) Responsible for the management and implementation of all customer service initiatives.

Product Education:

All information pertaining to the familiarizing and educating of a potential consumer must be provided by you the client, prior to commencement of a campaign. Updates and amendments to information will also be provided by you the client as they arise during ongoing dialogue with Millennium Group as a campaign is effected.

Training:

Depending on the scope and complexity of a campaign, a pre-determined period of product and policy training must be effected prior to commencement of a campaign. Where individual representatives are assigned to a campaign after commencement, there may also be an ongoing need for training.

Backsourcing:

We employ various methods in backsourcing information to the client:

A pre-sales campaign may involve backsourcing only qualified leads to the client or may involve direct liaising with our data analysis for specific planning and strategy.
Sales backsourcing may involve referring won customers directly to client product and service delivery, or may involve periodic return of won customer payment and contact information.

Comments;

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