Call Flow
This is the first thing you must do when starting a call.
What is a branded greeting & introduction?
You should always use this when talking to the customer.
What is a friendly positive tone?
The service should be introduced when customers struggle with bookkeeping.
What is Assisted Bookkeeping?
This must be completed for every call to understand the customers business needs.
What is handoff notes?
These are basic "How do I " Questions.
What are in-scope troubleshooting questions?
This step confirms you are speaking with the correct customer.
What is VCI Level 1?
Instead of saying "I don't know" you should use these.
What are power words?
This should be promoted when discussing invoices and receiving funds.
What is QuickBooks Payments?
This must be done after every call.
What is documenting the engagement?
You should avoid saying this when helping a customer.
What is "I can't help with that."?
These 3 parts must be covered when setting expectations.
What are purpose, scope, and time frame?
This means working with the customer, not just telling them what to do.
What is collaborative Coaching?
This product is best if a customer is needing to pay their employees?
What is payroll?
This should be sent when the Customer has stated they do not have time today.
What is Reschedule Email?
If you cannot resolve the issue, and it is out of your scope, you may need to do this.
What is Transfer?
This part of the call focuses on understanding the customers business needs.
What is business exploration?
You should do this when a customer is frustrated.
What is showing empathy?
When a customer wants to pay contractors and vendors, but doesn't want a payroll subscription.
What is Bill Pay?
You use this note template if it's a final call back attempt.
What is a no show?
This tool is used with screen sharing with customers.
What is Smart Look?
This is what should always happen at the end of the call.
What is recap, resolution, and branded closing?
This means adjusting your speed and explanations to fit the customer.
What is matching the customers pace?
If a customer needs to upgrade a product feature but still wants to go through the GSU the solution would be.
What is Serve To Sale?
Send this if a customer were half through there Guided Set Up and had to go.
What is incomplete email?
This must be completed before starting screen share.
What is reading the smart look disclaimer?