Dudley ~ Between the Lines ~

October 2015 Newsletter

Ready for another fantastic week!!

First, I would like to say Thank YOU! The responses regarding the newsletter have been phenomenal! If you would like your recipe featured or have anything you would like to share with us, Please submit them!! The response from the Confirmation Dept. alone has been very exciting for me this week! So this week is definitely Confirmation Week!!

Five9 and Windows 10!!

The wait is OVER!!! Yes ladies.. It's finally here... Five9 is now compatible with Windows 10! But before you press that notification that's been lurking in your task bar... here are the details:

Windows 10 (32 & 64-bit) - Windows Edge browser is not supported

So what browsers CAN we use? Five9 Agent & Supervisor supports web browsers that are 32-bit versions ONLY:

  • Google Chrome™ Most recent stable version. (Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version.)
  • Firefox Versions 3.0, 3.5, and 4.0
  • Firefox Versions 10, 17, 20, 24, 25, 36, 39, and 40 on the following operating systems in VCC: Windows Vista, Windows 7, Windows 8, Windows 10.
  • Internet Explorer Versions 8, 9, and 10 (minimum Internet Explorer 8 recommended) IE 10 & 11 are supported only with Windows 7, and Windows 8
  • Mac - Firefox versions 18, 20, 25, 28, 35, 36, 39, 40 64-bit (the ONLY 64-bit supported)
  • Safari 6, 7, and 8

As most of you know... this documentation wasn't enough for me. I needed to hear it straight from Five9's mouth. This past Tuesday ended up being "Meranda Technical Issue Day!" YAY ME!! Ha-ha.. I kid you not... right after my issue was resolved and they asked me if there was anything else.. that's right you guessed it! ALL has been Confirmed!

So before claiming that free upgrade and freaking out because your Five9 doesn't work.. Please check your browsers and make sure everything is "A-Okay" before trying to login to work! I don't know about you but I am definitely looking forward to scribbling on the internet and making my mark on the world!

Five9 Technical Requirements (Mac pg. 6, PC pg. 7)

Weekly Wrap UP!!

This week we have been noticing more and more booking outside the window. I am pretty positive you all saw the broadcast that was sent out regarding "Creating Urgency!" You should definitely be doing this before you even ask for a time outside the window.

How Show percentages work:
Same Day bookings show about 50%... Next day 30%... 2 days out 20% and further out it drops significantly!! It is best for you to book with the least amount of time lapse between booking and open house. This is also why you should only be offering one day at a time and wait for their answer! If that doesn't work for them, suggest the next day!

Sales/Closing Tip: ALWAYS act a if they WILL Book with you! You don't say it like they have an option. "I can go ahead and put you down for tonight at 8pm!" NOT "Will 8pm tonight work for you?"

Here's what we want to hear:
1. You should not ask questions that are not in the script because that opens the caller to objection.

2.Instead of "Which works best for you?" We want to hear "I can go ahead and put you down for tonight at 8pm and they'll have everything there for you."

3. If they can't make the first time, offer the second time. If they can't do same day, you need to say "I'm not sure if they'll still have tablets then, The response has been overwhelming and last I heard, there were only enough for today.... I'd hate for you to miss out, so let me check with my supervisor to see if they will still have tablets tomorrow..." wait a tiny bit and say "My supervisor DID say that there are enough tablets for Tomorrow at 8pm" or whatever the next wave is...

So Create that sense of Urgency! You will be AMAZED!! Not only at their response but at your paychecks as well! $$$
Big image

Working in a Virtual World!!

Meet Costa's cat Thor!! Thor has a personality like no other... he is very unique and looks like he definitely enjoys spending time with Momma! (Smile)

It's ALL about Perspective!

Why do we ask ALL 4 Questions?

If you think about it's quite logical.. You cannot tell them that they do NOT Qualify or WHY! From their perspective you are scheduling them to pick up their tablet! They do not know anything about the Open House! You Never tell them anything you have not told them already in the Script!

What's the Bonus Gift?

Based on the information you provided me.. I was unable to match you with a promotion in your area.. but You are welcome to pick up your tablet @ (date, time, location..)

Why do I need to bring my Spouse or S/O if I'm just picking up a tablet?

You were matched to a couple’s promotion... They just want to introduce you to their company... see where they are located.. walk through the doors.. and the tablet will be there waiting for you to pick up.. they might give you some brochures or pamphlets but that's it!

Do NOT tell them a specific amount of time that they will be there for pick up.

IF Asked "How Long?” It all depends on the number of people that show up to pick up their tablet!

The questions are ALWAYS your first goal.. push through that Intro! More often than not it answers all of their immediate questions. If they keep interrupting you utilize the rebuttal provided at the bottom of the script page! If they will not answer any of the questions this is the rebuttal you should be using:

I need you to answer my questions before I answer yours.

I will not have any details for you until I match you with a promotion in your area, there are just 4 questions. First... (Ask Questions)

Style and Strategy

Dispositioning calls:

Let's make sure we are all on the same page!

You are creating a new booking.
Child answered phone or placed call.
Do Not Call - The caller said "Take me off your list," "Remove me from your system!" "Don't call me again!" or anything to this affect.. you do not and cannot rebuttal these! Just say "Yes Ma'am/Sir, I will take care of that for you!"
No One There:
No one is on the line at time of screen-pop.
Not Interested:
Customer said Not Interested, Couldn't find a day & time, Caller is a Mother, Sister, Assistant or anyone other than the name on the letter and is not a child! Caller Disconnected, even if it is in the middle of a booking!
NQ: Age Old:
The customer and/or their significant other are older than allowed.
NQ: Age Young:
The customer and/or their significant other are younger than allowed.
NQ: Credit Card:
We are not using this one at the moment - so ignore!
NQ: Income:
The customer’s annual household income is less than the requirement.
NQ: Language:
The customer does not speak English, needs a translator, or an Assisted Call
NQ: Other:
Not Qualified – miscellaneous reason (No email or fax, or deceased)
NQ: Significant Other:
The customer spouse or significant other can not attend due to other issues (military, nursing home, hospice etc.)
NQ: Single Male:
The customer is a single male (which we are not using this one at the moment!)
NQ: Toured-Member:
The customer is already a member or has already toured in the last 12-months. This also applies to those who already own Time Shares, or are members of a vacation club!

Please make sure you are selecting the correct dispositions. When in doubt ask your supervisor!! Always go to your Supervisor for any and all questions and if needed they will direct you to the person that can answer you accurately! Costa is your main Supervisor on days before 2pm and Tina is after 2pm!

Dudley's Do-Right's!!

Last week was September's Top Booker/Show'er... Now it's time to look at the other side of our Bookings... the ones who make sure our beloved bookings receive their information and are going to keep their reservations! They work their magic and sometimes fight hard to save our bookings and making sure they become SHOWS!! Without further a due... meet the Top Confirmer for September... Lydia Mayfield!! Lydia has been apart of the Dudley Media Group Team off and on for almost 8 years now. She meets every day with a huge Smile and her enthusiasm shines through every broadcast she sends out! I reached out to Lydia and asked if she had any inspiring words of wisdom for us...

"Greetings my fellow teammates, nothing excites me more than the callers bragging and applauding of how well you have presented the info to them regarding the promotion! I'm so proud of each and every one of you and am grateful to have the opportunity to make sure your bookings show! Lets remember out of all the things you wear, your expression is the most important! (smile)" - Lydia

Geez, Lydia.. we aren't trying to give the CSR's a big head or anything <wink, wink> What Lydia is saying is very true! If we do our jobs as a CSR... Present the Information with a Smile, Verbatim, Get them excited about their gifts and create that "Sense of Urgency"... with all of these methods combined; You have the POWER!!!

How about your fellow Confirmers'... any tips for them?

"To my fellow confirmers, One of my tricks to calming down an irritated customer who's upset or griping about how many times we called... I apologize and say its an automated dialer, but once I set them to confirmed status it takes their number out of the stack and it won't dial them again... That either calms them down or makes them gripe about our dial up system which I again explain we have no control over... I say, Sir I'm just a robot who reads my screen when the info pops and most of the time they will laugh lol :-p...smoochez xoxoxo" - Lydia

From My Kitchen to Yours!

Open up those recipe boxes, ladies.. This is one you will definitely want to add to your Fall Menus. My husband says that chili is for All Year long, especially Summer. Personally, I am not a fan of soups or chilis during those Hot Spring/Summer months, but once Fall hits and the temperatures start dropping... Bring it ON!! This week Ashley Ballard has given us a peek into her kitchen... we now know how she stays so cheery ha-ha <wink>

Drunk Texan Chili

Submitted by: Ashley Ballard

1/4 cup butter

1 pound ground deer (or lean ground beef)

1 pound ground beef

1 pound ground deer sausage

1 large onion, chopped

1 fresh jalapeno, minced

3 tbs chili powder

1 tsp cayenne

1 tsp paprika

1/2 tsp ground sea salt

1 tsp brown sugar

1 1/2 tsp cumin

1 tsp tomato high quality tomato paste

2 (14 oz) cans stewed tomatoes, with juice
1 (15 oz) can tomato sauce
6 cloves garlic, minced
4 cubes beef bouillon, roughly chopped
1/4 Jack Daniels
2 cans beer (I use Budweiser, hate drinking it, but it's good in chili)

1 cup water

Melt the butter in a large pot over medium heat. Cook the meat in the melted butter until just browned, you really want it to finish cooking in the crock pot. Add the onion and jalapeno; cook until tender. Season with chili powder, cayenne pepper, and cumin, and brown sugar. Transfer to crock pot.

Stir in the stewed tomatoes, tomato sauce, tomato paste, garlic and beef bouillon. Pour the bourbon, beer, and water into the mixture and stir. Cook on low while you work your shift.(about 6 hours) Note: You will have to book because if you get sent off early it won't be ready!! Top with cheese, green onions, sour cream etc. Serve with saltine crackers and beer hey, you're off work and you worked hard!

Please note that while cooking with alcohol most people say it all cooks off and it is ok to serve to children. However I have also read that not all of the alcohol cooks out. If serving to your kiddos you may want to sub the beer and bourbon for equal amounts water.


I would like to Thank ALL of the Ladies on Night shift and those from Day Shift that were available to log back in for the call volume spike on Friday! These ladies created so much urgency that Ashley said she had about 20 Same Days come across her screen! GREAT JOB LADIES!!! Keep up the Great work! :D

Signing OFF...

Until next week ladies! Don't forget to submit those Birthdays, Recipes, or anything you would like to share! I look forward to reading all of your responses.

Still in Need of Birthdays Ladies! I don't need the year ha-ha! I would like to Wish Each and Every one of you a Happy Birthday on your special day!

Brought to you by:

Human Resources
Dudley Media Group