Dealer Call Script

You have THREE goals

  1. introduce the new mobile app and Hexmag's new store locator feature 
  2. verify their email address and have them expect to receive our email in their inbox
  3. if they have time, have them download the mobile app and login to the mobile app

Call Script

  1. Hi, this is <your name here>.  I am calling on behalf of Hexmag. 
  2. Hexmag recently sent your store an email regarding their new MOBILE APP and STORE LOCATOR feature?
  3. Can I talk to you, or your manager, for a minute about that email?  Not everyone pays attention to their email, so we have been reaching out by phone.
  4. Hexmag has a new INTERACTIVE store locator feature on their website
    1. Customers no longer need to enter their zip code, with a single-button click, it will automatically detect their location and display your store (if the customer is nearby)
    2. When your store is displayed, it will allow the customer to CHAT DIRECTLY WITH YOUR STORE instead of forcing them to call you
  5. Hexmag's MOBILE APP allows you to chat directly with customers on their website, do you have time right now to download the app?
    1. Ask for their email address, they will use it as their login
      1. Update their Zendesk Account email address - directions below
      2. Update their FindNearMe Acount email address - directions below
      3. Optionally, you can create a new FindNearMe Account - directions below
    2. Have them install the app from our email or search the Apple or Play store, for "FindNearMe In-store Products" (by Zenreki or Splice Technology)

If they say, "No" then ask the following

  1. Would there be a better time to talk, or can i email you more details?
    1. Verify their email address if they are OK with an email
      1. Set their Zendesk Account email address - directions below
    2. If they really have no interest
      1. in the lower-left of the dealers account TAB in Zendesk, check the "hexmag-signup-not-interested" checkbox 

If they say, "Yes" but ask why is it free?

  1. Its a "win-win" for your store and Hexmag
    1. It gives you a chance to build a relationship instead of them buying products online
    2. The goal is to put more foot traffic in your store, which increases your sales
    3. An increase in yours sales, creates an increase in Hexmag sales

 Update Zendesk Account email or Send an Email

  1. Ask for their email address
    1. click on their phone number or store name in the tab in the upper-left of Zendesk
    2. click on "add contact" then select "Email" from the popup
    3. type in their email address and hit the Enter key on your keyboard
  2. Do the following to send an email and/or text message
    1. Click on "+ Add" in the upper-left (this creates a new ticket)
    2. In the middle-lower-left, click on "Apply Macro" then "send_text"  (automatically fills it out)
    3. Enter the "Requester" as their email address or text number 
      1. If the user's phone is not found, click "Add User" in the Requester search box
        1. Set their name, email and "Add" with the role of "End-User"
        2. Click on their name tab in the upper-left, next to the ticket tab
          1. Click on "add contact" and add their text phone number
          2. This will send them an email and/or text message 
    4. Update the content of the email in THREE places
      1. <enter their name here>
      2. <enter your name here>
      3. <enter their email here>
    5. In the lower-right, click the "Submit as Solved" to send the email

 Update FindNearMe Account email

  • Login to FindNearMe admin website at https://admin.findnearme.com
    • Click on "Account Log In"
      • Username: agent@findnearme.com
      • Password: FindNearMe@#1
  • Find their FindNearMe account
    • Click on the Menu icon in the upper-right
      • Then click on "Admins"
        • Then click on "Users"
  • On the FindNearMe "Users" page, hit CTRL-F to search for the name of their store.  (A store user should already exist.  If you do not find the default store user, just make a note in the ticket with the following; otherwise, ask them the following and make the changes yourself.)
    • Click "Edit" on the default store user 
    • Ask them to set an email address for their login
      • Ignore username - its too confusing
    • Tell them the default password to is "FindNearMe@My#1Store"
      • If they want to change the password over the phone
        • Click "Edit" on that user and update the password.  (Requires at least 1 number, 1 capital letter, and 1 non-alphanumeric)

Add new FindNearMe Account for a user

  • Login to FindNearMe admin website at https://admin.findnearme.com
    • Click on "Account Log In"
      • Username: agent@findnearme.com
      • Password: FindNearMe@#1
  • Find their FindNearMe account
    • Click on the Menu icon in the upper-right
      • Then click on "Admins"
        • Then click on "Users"
  • On the FindNearMe "Users" page, click "Create New"
    • Enter their "Zipcode",then click the "Geocode" button
    • Click the "store-employee" checkbox (right under the "Geocode" button)
    • Enter their "UserName", "Email", "Password" and "Confirm Password"
      • Just make the "Email" and "Username" the same
    • Click on the "Create User" button
  • On the FindNearMe "Users" page, hit CTRL-F to search for their "UserName"
    • Click "Edit" once you find their "UserName"
      • Change their "Store" using the dropdown list find their store name and select it
      • Click the "Save" button
        • This will assign their account to their store for the mobile app to work correctly

Support Agent Instructions

  • Login to https://findnearme.zendesk.com
  • Click on the menu item “Support” in the upper-right
  • Click on Phone icon
    • On the "Talk" tab, select the phone number you are calling from
      • Select 1-855-912-2999 phone number from the drop-down 
      • Click on the Earth icon
        • Select "Via Browser"
          • Make sure you headphones speakers and mic are working
          • Make a call to 1-801-995-0959 (chris.hyland@zenreki.com) to verify
          • Make sure your mic volume and speaker volume are turned up (and not muted)
    • Click on the "Online” buttn
      • You are ready to make out-bound phone calls and take in-bound phone calls
  • Click on the Settings icon in the left-hand menu bar, then click on People
    • Search for “FNM-Signup” to pull up the customer list
      • Refresh the browser and search for "fnm-signup" after every call
    • Click on the next business or phone number to call
      • Refresh the browser after every call
      • Look for an existing call ticket and comments
        • If someone has already called this business, go on to the next business
    • Click on their phone number, then “Call this number
    • Resolve the call by making notes in the "Internal Note" tab, and by doing one of the following
      • If there is no answer, or you get voicemail, or they are too busy
        • leave an "Internal Note" with the details
        • mark the ticket as "open"
      • If the dealer gives your their email address, downloads the app or logins to the app then do the following
        • click on their phone number in the tab in the upper-left of Zendesk
        • in the lower-left of the dealers account TAB in Zendesk, click on any of the following that apply to that dealer
          • "Signup-Email-Sent" checkbox
          • "Signup-App-Downloaded" checkbox
          • "Signup-Login-Completed" checkbox 
        • in the lower-right, click the submit button that marks the ticket "Solved"
      • If a dealer expresses no interest in signing up
        • click on their phone number in the TAB in the upper-left of zendesk
        • in the lower-left of the dealers account TAB in Zendesk, check the "hexmag-signup-not-interested" checkbox 
        • in the lower-right, click the submit button that marks the ticket "Solved"
  • When you are done making calls
    • Sign-out and text your time card and results to Chris at 1-801-995-0959

 

Common Q&A  

Why is Hexmag calling me?

You have expressed interest in selling Hexmag products, or you are currently selling Hexmag products.

 

What is Hexmag offering?

A free store locator service and a mobile app.

 

Is this service free?

YES! Hexmag is paying for the service, and you are receiving it for free.

 

How do I get more information?

Go to http://www.findnearme.com or call 1-855-912-2999

 

How do I change my password?

Go to http://admin.findnearme.com

Click on “Account Log In”.

Click on “hamburger menu” in the upper right, then click on “Account”

Click “Change your password”

 

What can I do with Hexmag’s mobile application?

After receiving a store locator notification, if you and the customer wish to communicate, you can text-chat in real-time with the customer. 

Otherwise, if you or the customer does not want to chat, you will receive a free monthly report about customers and the products they are interested in.

 

How do I chat with customers?

Download the mobile application and login.  Here is how:

Search for “FindNearMe In-Store Products” to find the app for iOS or Andriod.

Once you sign-in, you will receive a notification from Hexmag when a customer wants to locate your store.

 

 

Where do the customer referrals come from?

People on the Hexmag website who are physically located within 100 miles of your store.

 

Can customers get directions and other information about my store?

Yes, we give your customers a map and information about your store from http://www.google.com/business and/or http://www.yelp.com

 

Can I get customer referrals from other websites?

Yes, we are in the process of signing up Beretta and several other manufacturers in your industry.

Our goal is to have dozens of manufacturers signed up within the next 90 days.

 

Do I use my personal phone?

Yes, you install the mobile application to your phone.

But, the chat does not use your personal phone number or any personal information. 

It uses the chat feature inside the Hexmag mobile application.

 

Will I get notification on my personal phone when I am not at work?

No, not if you sign out and exit the mobile application.

  

  

 

 

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