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what_not_to_include_at_the_beginning [2019/08/08 11:07] lisa.illgen_concentrix.com Added Anchor Links |
what_not_to_include_at_the_beginning [2019/08/09 12:18] (current) lisa.illgen_concentrix.com [Sales Pitches] |
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| ==== Sales Pitches ==== | ==== Sales Pitches ==== | ||
| - | Listening to a sales pitch is rarely if ever part of a caller's goal. Sales pitches may have a role in an application, for example, as part of an up-sell or cross-sell option after a caller has finished a task, but not in the introduction. "Poorly placed advertisements that inappropriately take up the caller's time or offer directions that are unlikely to be followed, are a hit against the brand -- unless the brand stands for slow, thoughtless service. This behavior frustrates the caller and wastes money" ([[references#kotelly2006|(Kotelly, 2006]], p. 62). | + | Listening to a sales pitch is rarely if ever part of a caller's goal. Sales pitches may have a role in an application, for example, as part of an up-sell or cross-sell option after a caller has finished a task, but not in the introduction. "Poorly placed advertisements that inappropriately take up the caller's time or offer directions that are unlikely to be followed, are a hit against the brand -- unless the brand stands for slow, thoughtless service. This behavior frustrates the caller and wastes money" ([[references#kotelly2006|Kotelly, 2006]], p. 62). |
| ==== Prompts for Touchtone versus Speech ==== | ==== Prompts for Touchtone versus Speech ==== | ||