About the Kick Off
The theme for the 2024 Sales Specialist Support Kickoff
What is Bridging the Gap
Name all revenue queues
What is corporate, government, GSA and key accounts?
Returns Incoming Examples
What is
•Damages/Warranty Claims
•Returns for Refund
•Mis-Shipments (Duplicate Item Received, Order Never Received, Stuck in Label Created, etc.)
We learned something new in Week 3
What is freight tracking
Case first step
What is attach account and contact
The topic we have not learned yet, that is apart of the kick off
What is CX meetings
The activity from week 1
What is drawing a house with a chimney and 2 trees
IR Case Lifecycle
What is 28 hours
2023 Revenue Per Call
What is $730
We do these steps to remember there is a fan on the other side
What is Keep it personal, be empathetic, & put yourself in their shoes
The Soft Skill Bret presented to us
What is Communication?
The case queues that only seniors are responsible for
What is IR and Key Accounts
Name the three responsibilities we learned more about
What is Returns, IR, and CDW/OD
BANT Stands for
What is budget, authority, need and time
The number of hours between case follow up
What is 8 hours
Name the topic we learned in Week 1.
What is Team Processes & How to Be a Process Advocate
Name a miscellaneous/seniors process
What is
Portal Catalogs
STO Process
EU Case Queues
Vari Giving
or B2B Issues
Three Pain Points Consistent between Returns & IR
What is
•Missing Information (CX Vnet Template)
•Delayed Communication
•Requests to Circumvent Processes
Name one Inbound Call Pain Point
What is
•Vonage System Issues
•Phone Routing System
•Internal Movement
•Salesforce Speed
•Alignment on Expectations
Max time for last modified
What is 1 week
The Why for 2024 Kick Off
What is unification through understanding and being clearly conscious of your value
The steps for being a process advocate
What is no one safe, knowledge is power, and move in one direction
Specialist Revenue Generated since May
What is $4 Million
The number of follow up types for inbound sales
What is 3
Case F/U
Lead F/U
Quote F/U
The percentage of emails received that are actually opened
What is 20%