Jewellery TV

Training Material
https://www.youtube.com/watch?v=MmjZLl2hYz4&feature=youtu.be
Budapest, 2016. October 21.
 LIVE TELEVISION teleshopping SHOW

•Channel: NATIONAL TV/FAVORIT TV + SMALL CHANNEL

•We promote Jewels which can be purchased during the live show

•The price of the products or sets are very favourable

•During the live show the product prices are droped to the lowest possible

•Everyone will receive the ordered product at the lowest price

•The jewellery stock is limited

• The purchase is completely safe: 30-day money refund is guaranteed

• The process is simple: the customers call the phone number shown on the television
screen and the operators take the order on the interface created for this purpose

• Beside the TV show there is also a webshop available (http://bijuteriitv.ro/)

JEWELLERY

• During the show various jewels are promoted which are shown on the screen for
different time periods

• Some of them are offered individually while some are offered with other jewels
together as a set

• Timeslot: NATIONAL TV/FAVORIT TV MONDAY-FRIDAY 11:00-12:00,

SMALL CHANNEL MONDAY-FRIDAY 120 MINUTES anytime between 17:00-21:00

• The price decreases continuously during the promotion of the product/set

• The quantity of stock is presented on the screen which encourages the viewers to
purchase
 GOALS

•To record the order quickly and precisely on the interface created for this purpose

• To terminate the calls with an appropriate closure (termination)

• To keep up the interest and the intention of purchasing the items

• To simplify the process of the purchase for the customer

We have to record an order from each call. During the conversation we have to
help and control the customer with our communication
TERMINATIONS

Succesful order – Item(s) are in the basket the data recording is OK

Modification of previous order– The customer would like to modify a previous

order recorded on the same day → at the basket we sign „not ordering” and we
fill out the comment section briefly at closure

Cancelling previous order – The customer cancelled the previous order recorded
on the same day →at the basket we sign „not ordering” and we fill out the
comment section briefly at closure

Customer Service Calls– the customer ordered earlier and has questions
regarding the order→at the basket we sign „not ordering” and we fill out the
comment section briefly at closure

The item was not in stock – the item the customer wanted to buy was not in
stock→at the basket we sign „not ordering” and we fill out the comment section
briefly at closure
TERMINATIONS

No ring size- The customer wanted to buy a ring, and the right ring size was not in stock
→at the basket we sign „not ordering” and we fill out the comment section briefly at
closure

The call was disconnected – When the call was disconnected during the conversation

Short/Empty call – When there was no Customer on the phone since from the
beginning or Customer hanged up straight after the connection

Asking for informatiom, without ordering- The customer had questions (regarding the
show or the items etc.) but did not make an order

He did not want to order for some other reason – Choose this option, when the
customer does not want to order for some other reason not listed previously, at the
basket we sign „not ordering” and we fill out the comment section briefly at closure
Payment Delivery and FAQ

The way of payment is:

- Cash on delivery: Customer has to pay to the Delivery Person when she/he receiving
the package

The invoice is in the package

Generally the delivery takes 4-5 working days
COMMUNICATION – Control the call

•Following the live show is only possible with an enthusiastic, dynamic and
polite communication („shopping feeling”)

•If the customer is indecisive and has questions in that case the customer
needs to be convinced – Our target group makes its decisions based on their
feelings, they called our number because they liked what they saw and
imagined the item on themselves or on the person they wish to give the
jewellery as a present to

• In case of an indecisive customer we can argue that there is nothing to lose:

1. The lowest prize shown on screen during the show is guaranteed

2. If they are not satisfied with the item, they can send it back within 30 days.
 COMMUNICATION – The process of the call

•We welcome the customer

WELCOME TO BIJUTERII TV! My name is XY…

May I record your order for the item .............. (summary of the jewellery)

We clarify the quantity, price, size, the phone number of the customer and the
delivery address.

In the end we thank the customer for the order and we assure the customer that the
jewel will arrive to the provided address within 4-5 working days.

We ask for the privacy statement and we say good-bye

 COMMUNICATION – sales techniques

•Besides or instead of an individual jewel we offer a set, if there is one- the customer
can receive it with the same delivery cost

• We can offer jewels presented previously to the one ordered currently

• If there is no right ring size we can offer an other ring of which we see there is one or
we can offer the jewel for testing
 Expected performance rate

• the time of taking an order is max 3 minutes

• the 85% of the received calls must end in recording an order

• We accept the closure of the call exclusively with the right terminations

• polite, convincing, dynamic, communication which controls and keeps the call well in hand
 Products

•During the live TV show several different products are offered

•The show director is sending the product list that will appear in the show 1 hour prior to
It is a minimum price
The available
the show: which can be the
lowest price during the quantity of
Prouct code Product description promotion (maybe products
NOT the final price!)
Live support during the show

• During the live TV show we offer live support to the supervisor of the call center
team via skype: Please specify the correct contact details

• If you have any question about the products / deal during the show the
supervisor can always ask immediately on Skype from the studio directly

• We send you a link where you can stream the live TV show
 Reporting structure

• Call center is sending daily the report in the given format after the show

• In the same e-mail please send daily comments (technical, marketing etc.)
Software Instructions

Please login to the test system:

https://jeweldp-test.telemedia.hu/sessions/for/carmedia

Username: demo1...demo30/ Password: demo1...demo20

First page where you are waiting for the call

(During the show you do not have to click this you receive the call automatically)
Please select the correct show: During the show you do not have to choose the show!!
System knows automatically! (This page is hidden during the show!!)
The main points of the ordering process are:

Tv Show (during the show this page is hidden - you do not have to fill it)
Cart (during the show this is your 1st page where you choose the products!)
Call (if the system knows the phone number this page is hidden! If customer calls us
from hidden number you have to fill it!)
Customer (if the customer called us before and we know the data you can choose the
cutomer with a click)
Details (New customer: you have to fill the data)
Confirm (You can see the total order this is the final check with the customer)
Termination (It is very important! You have to terminate the call!)
 2. Sell Products

Please select the products which the customers want to buy (Please be a sales person
you can sell more product if you can from the previous products!)
- the products will be shown in the same order as in the TV show
- the product with red color means that this item is currently promoted on the show
Informations about the products:

1. Product code: every product has a unique code which is shown on the TV screen
2. Photo of the product (it helps you to indentify the product with the customer)
3. The current price of the product - this price is shown currently on the TV screen
4. Add the product to the basket/cart.
5. Choose a ring size!
6. Sold out (if you see „sold out” sign you can NOT sell this product anymore - Please
offer something else from the previous products!
1. 3.

2. 5.

6.
Select the ring sizes

The agent can choose between the "type of the sizes” based on the district or
diameter or the 3rd general sizes XS, S, M, etc. which can help the agent to help the
Customer.

1. You can check the available diameters

Select the ring sizes

2. Below the sizes you can find the available districts or the district which is the
closest to the desired size.
Please check and repeat the ordered products to the customer!

1. You can change the quantity of the products

2. You can remove the products also
3. Next (continue the process when you finish!)

1. 2.
3.
First name and last name: Obligatory to fill it!
Email address: It is NOT obligatory to give it but
obligatory to ask for it!
Phones: the customer’s phone number will be
shown automatically
Mobile phone/other data: Obligatory to ask for
these information. Mobile number is necessary to
the delivery company eg. Not obligatory to give
these data!
Please fill the address boxes with the „Address
lookup” help! We will give you more instruction
about this during the training
The country is automatically Romania.
If the customer wants to receive the invoice to
another address, please type the second address
If the shipping address is same with payment
address , please press

(see on the next power point page!)

Please double check all details! And don’t forget to press button: SAVE CUSTOMER!
Payment method is:
- Cash on delivery

!
Here you can check all the
details.

Please repeat for the customer

the details and if everything is
correct don’t forget to press
button:
Confirm!

If is not correct here you can

Modify the details.

!
On the last page select the correct termination
type!
If the customer asks for a callback, please
slide the NO button to the left 1. 3.
Please write your comments into the Memo
window. 2.
Please use the following results:
Sale closed
Previous order modified
Previous order cancelled
Request information without orders
No order due to other reason
Product not in stock 1.
No ring size
No payment method accepted
Call cut off
Short/Empty call
Customer service call
Save 3. 2.
Terminations – explanation!

Sale closed - It is easy everything was good and you can close the order

Previous order modified succesfuly - Customer wanted to modify a previous order (during the same show)

Previous order cancelled - Customer called back and wanted to cancel a previous order (during the same show)

Information request - Customer wanted to ask something (about the product or about the show) but did not make an order

No order due to other reason - Choose this termination when customer did not buy because of some other reason

Product not in stock - The product was not in stock that the customer wanted to buy

No ring size - The ring size was missing what the customer wanted to buy

No payment method accepted – When Customer is not find a suitable payment method

Call cut off - The call was interrupted

Short/Empty call - There was no Customer on the phone since from the beginning or Customer hanged up straight after the connection

Customer service call - This was a customer service call

If the customer calls us more time we recognise their details and you have to identify
him/her. And you do not have to ask for the details again! BIG HELP FOR YOU! 
If this is a new caller this page is hidden!
If the customer calls us more time during the same show we recognise
their previous order and you can merge this order with the new product.
BIG HELP FOR YOU! 
1. If you want to add more product from the same show you have to click
on the yellow button.
1. If you clicked on the yellow button this pop-up window will come out and you
can re-open the order
When you re-opened the order you can add more product from the list
When you added more product to the order you just have to terminate
the call and save everything
QUESTIONS?