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Video Transcript

We've covered setting your digital sales strategy and we've covered being able to make sure you have your vision and alignment with your team on what you're trying to make possible. Now, it's time to dive into and actually review what are the processes you're going to use to actually make this turn into real opportunities for you and your team.

So, the first is looking, realizing that PERQ and your digital sales strategy are going to create two different kinds of opportunities, leads and digital ups. So now, let's dive into those because to make sure we're clear as to what we mean by that.

Leads are consumers that have not asked a question on the website. They've gone through some different types of experiences on the website that they decided they wanted to interact with to get information back in real time, but they never actually asked a question. They were just enjoying the interactive web pieces on your website that PERQ has provided.

Digital ups are those consumers that took it to the next level. They actually have asked a question. They were a lead, but now they’ve asked a question and have become a digital up. These two different types of opportunities require two different types of processes to turn into revenue.

So, the leads process. Lead process is the reaching out to them with the intent of starting a conversation to ultimately get them to become a digital up, because that's how we determine a digital up is when they have asked a question.

The process for those is to be able to make sure that we're helping them just like you would in store where you're helping to lead them to a purchase. With the digital ups process, you're helping them a manner that helps them decide to come visit you in store to ultimately complete that transaction.

So, the leads process. Let's dive into this a little bit more detail. Remember, the goal here is to get a conversation started that comes with digital up. I repeat that several times to make sure it is known that this is the most important piece to it. The entire part of this process is you want to create a conversation, because that is when it becomes real for you and your team to be able to have a real opportunity to generate revenue.

All leads that come from the website will be put through a personalized email automation that is messaged based on what we learned from what the consumer did on the website and the entire tent and all this email automation is to get the consumer to respond either by scheduling an appointment or asking a conversation through the automated messaging that we have set up.

These are the blue leads in the CRM will receive only the email automation. We will not be trying to leverage your sales team time and following up with these leads because that is what we set up the automation for.

But on red and yellow leads, this is where we want your team to actually put the personal touch in of following up with text messages. We want these team members to follow the scripts and process and cadence as much as possible, but we want them also to be encouraged to be adorable as we like to say. Feel free to use emojis. Look for that little personal touch that you may have to be able to add into what you learned on the website that truly causes that consumer that says, "Wow, you are looking to help and you actually seem like you're going to make this enjoyable, so here's how you could help me." That's the ultimate goal we're trying to have.

When the consumer asks a question, it now becomes a digital up and we'll move into the digital up process. The automation on the email will then stop because in this new process that we're going to have on the digital up, that now is all led by your team as opposed to automation. So, know that it will stop when we get a conversation created.

The speed to lead and following up with these leads that come from your website, it's important. We want to be able to do that as soon as possible, but remember these leads weren't sitting there waiting for a question to be answered, but when they become a digital up, that means a question was asked and we want to hit them as quickly as possible with them understanding that you're here to help.

So now, let's move into the digital ups process. When a consumer has actually asked a question, now what do we do? Well, ultimately the goal here is we're trying to turn that digital up into an in-store up to where you guys have a great deal of processes and strategy on how to actually help them experience the full brain experience you try to provide to them.

The digital ups are the leads that have asked the question. They have either asked that question from the website or now as you have learned the whole lead process is intended to also get them to ask a question there.

When they've asked the question from the website, that is flagged in the CRM to notify this person has not heard from anybody from your team yet and needs a response as quickly as possible. So, when a question is asked from the website, you will see on the CRM, we notify this person is waiting for an answer.

This will also be how we flag the appointment consultations that get scheduled from the website. When someone has scheduled an appointment, we want you to respond as quick as possible. Let them know you'll be looking for them. More detail on how to follow up with appointments in the next video series.

Once there is a sales question asked, it is the exact same as a customer asking a question in your store. We talked about it earlier that sometimes it feels the same when somebody says, "No thanks, I don't need any help." When somebody responds to text messaging saying, "Please stop."

Well, the exact opposite occurs when somebody actually engages with asking a question. You now know how to sell. They asked a question around a product, availability, price, options in terms of color. You know how to be able to handle those and so you're going to take them through by giving them prompt answers, check-ins, and then actually trying to move towards the close just like you do in store.

The difference here is that the close is getting the in-store appointment, in-store visit. So, everything you're doing in the following up with them when they're a digital up is intended to be able to help them but also have them understand that I can help you so much more if you end up having a visit.

You may, at times, find that it's easier to hop on the phone too if they're asking the complex question as a way to show that you're willing to go the extra mile. "Let's just get on the phone. I have a quick conversation with you."

And then you use that phone call to help be able to drive them into the store. But the goal is always to be able to get an in-store visit because you should have found out by now that the consumer, that is where they're intending to end up making a purchase, and you want it to be from you.

If an appointment is scheduled in the CRM, the consumer will receive appointment reminders through text messaging and email. So, a great thing to know is that when you schedule that appointment in the CRM, you don't need to worry about anything. The consumer will be reminded about what to be prepared for on your visit, and you know that if anything were to change, they can respond through text message and let you know they need a different appointment time.

There is a process to follow through this, but the important thing to know is that this is like sales. There's adaptation, there's consultation that occurs, and it takes a person to be able to learn from their talent and experience on how to be able to truly be able to get that consumer who's asked that question. To be able to be happy about it, excited about the opportunity and offer the help that you've given them, and then ultimately to be using that as a reason to come in and meet with you. Because they know that you are much further ahead than anybody else's when it comes to be able to meet their needs, because you've already engaged with them beyond any other level than their store has provided.

So in summary, hopefully from this video, you've realized that there are two different kinds of opportunities that PERQ and your digital sales strategy will provide you. That means there are two different kinds of processes to employ, leads and the digital ups process. Looking forward to be able to dive in deeper on what these different roles can mean on how to be able to make them better set up for success with these different processes.

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