Note October 2006: There are minor differences to this
form from the screen shots shown below due to program and demonstration updating!
The Telesales Demonstration Script for MaxForms
Introduction - What is in a Telesales
script? - What is in this demonstration?
- Practical Use for Demonstration - Demonstration Tips -Lookup Files
- Practical Use for a Real Client
Because the screen shots of this demo are relatively large in size at a total of
about 345 Kbytes, we have placed them on a separate page so that you may choose whether or
not you wish to see them. To view the
screen shots click this link.
This demonstration set of forms is one of two that simulate a simple telesales script
and can be used either to demonstrate MaxForms or as the basis for building a real
client's script. This sheet refers to Telesales Demo Version B.
Version A is very similar but shows a slightly
different approach. A Generic base version
is available as the basis for building a real client's form.
A Telesales script consists of a series of forms that are linked together. Each
question in the script is saved as a different form and, during the call, question forms
are loaded in sequence. Typically a Telesales form is built around four main areas, a
question or questions, a guidance or sales notes section that provides the user with
further pertinent information, an answer recording section and a navigation section that
determines which form is loaded next.
The entry of answers into Maximizer is often into User Defined Fields. They can later
easily be analysed or used in reports. Sometime a Note is more appropriate, or a Hotlist
task or Calendar appointment must be created. All these options are available from any
It is generally important to leave some choice about where to go next so that the user can
cope with the unexpected in the course of the call. Normally the user will choose to go
the "Next" question. This may be a specific question or the information entered
on the form can be used to determine automatically which is the appropriate
"Next" question for this particular call. This is called conditional navigation
and works by retrieving the name of the next question form from a lookup file using the
answer recorded as the lookup key. The forms in this set all also give the ability to go
to any of the questions by choosing the question number or question topic from drop lists.
It is common to allow the user to go from any point in the script to a final question or
return to the starting question ready to make the next call.
Forms can be created from a template form, which is initially defined with a common style
and some standard content for the whole script. The template form is saved in a new name
for each new question and the content adjusted to suit the specific question. A script is
easier to use if there is a coherent style and layout to the forms.
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The scenario used for this demonstration is of Telesales work on a list of cold call,
company records that are loaded in the Maximizer Address Book window with the overall aim
of obtaining a sales appointment in connection with the provision of Web services. The
purpose of the call is to identify the appropriate person, to obtain some qualification
information about the company website and the extent of its integration with other company
systems and to try to obtain a sales appointment. The information obtained is recorded,
the prospect is classified and any call-back or appointment scheduled in Maximizer. The
user then loops back to the beginning and moved down to, and telephones, the next company
in the list.
This demonstration consists of a small series forms called 1.zmf to 10.zmf. The
"Home" (1.zmf ) form has four tabs and provides the functionality typically
required at the beginning of a call. The Down option on the MaxForms toolbar enables the
next record to be chosen from a call list loaded in Maximizer. The Dialling tab can be
user to activate the Maximizer dialler to dial any one of the company's telephone numbers.
The first question tries to establish the appropriate contact person at the company and
the remaining two tabs on this form allow a contact to be added if a contact name is
obtained and the contact and company record to be edited.
When a contact is added, a "Return to Company Record" button allows the user
to change the current record in Maximizer back to the Company from the new Contact. The
scenario assumes the information obtained will be recorded against the Company record.
Having established (hopefully) contact with the right person, the next form prompts the
first assessment question "Do you have a company website?". If the answer is
"No" then the other assessment questions are irrelevant and the script branches
to a form relevant to a company with no website. The answer "Yes" causes the
script to branch to a further assessment question and so on for a total of four possible
questions (2.zmf, 8.zmf, 9.zmf and 10.zmf).
These questions could equally have been presented at one time on a single composite form
instead of being presented separately. The choice is a matter of taste and an alternative
version A of the demonstration is available built that way. Depending upon the answers (if
any) to these four questions, one of five different forms (called 3.zmf to 7.zmf) is
displayed when the user clicks the "Next" button. These provide questions,
offers and sales points that are relevant to the degree of sophistication uncovered.
The conditional navigation from the Yes/No answers to these four questions is an example
of how simple branched scripts are built in MaxForms. This is explained below.
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The User defined fields that are used by the form are listed below. These fields must
exist in the open Address Book Folder for the form to run. They are incorporated in the
MaxForms Demonstration Address Book Folder issued from 1st September 2000 onwards. This
can be sent to you by Email on request or is available for download from www.saysales.com/try-it.htm.
A Column View and Macro are also included in it to produce a matching call report for
all the Telesales information. (Remember Login is as MASTER with a password of
"password" after conversion to the present Maximizer version format)
If you have built extra functionality into the MaxForms demonstration Address Book Folder
which you have developed and do not wish to lose, then you can transfer the User Defined
Fields and the accompanying Column View and Macro from a copy of the new Address Book
Folder into your old one. To do this you should follow the same instructions as for
"Practical Use for a Real Client".
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As with all MaxForms demonstrations, you must open a suitable Address Book Folder that
contains the appropriate user defined fields and then run MaxForms and the MaxForms file,
in this case the Home question 1.zmf. If you have used the form before, this is
conveniently done by double clicking it in the recently used file list. We suggest you
leave both the Maximizer and MaxForms windows open and use the Taskbar to switch between
the two as necessary.
For this demonstration we suggest that you show the way a prospect list is built in the
Address Book window in Maximizer. You should then run the demonstration and show how the
telephone functionality works and how you can go up and down the list.
Simulate different answers starting with "No web site" and show how the Next
form loaded depends on the answers received and how these answers are being recorded back
Having covered the practicalities of using a script you might show how results can be
presented in Maximizer by running the Macro and discuss how they can be used in a report
writer or exported for analysis. At the same time they are available instantly to all
users including remote synchronised ones.
You might then discuss how simply new scripts can be created and scripts modified, how
flexible they are. The conditional Navigation is most easily explained by showing the
structure of the lookup file that relates the Yes/No answers to the forms. (Lookup33.zml)
(Associate the .zml file extension with Notepad to enable you
to display it easily by double-clicking it.) This makes it easy to grasp the way
that an item chosen from a list controls which is the Next question form to be shown.
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The assessment question forms all use the same lookup file to determine where to go
Next depending on the Yes or No answer. Each form uses a separate column. A range lookup
would be more appropriate where there a question response has a continuous range. (eg How
?) This would set ranges for each of the navigation options.
Answer Routing from various questions
(As file LOOKUP33.ZML)
The files are actually stored as "3.ZMF" and so on and are placed together in a
single folder. MaxForms defaults to adding the ".ZMF" extension and looks in the
same folder as the active form.
The same the technique is used with the "Divert to Topic Number Displayed"
button on this form. This loads a list of possible topic titles from the file Lookup30.zmf
and each returns the value of the number (name) of the form related to the topic. Although
in this case the selected information is not saved into Maximizer, for a data collection
field it would be.
|Website No Sales
|No Sales Automation
|No Stock Links
(As file LOOKUP30.ZML)
To transfer the required structure to use the form as it stands into the Client's
Address Book Folder you should open up the MaxForms Demonstration Address Book Folder and
choose the File Menu, Transfer, User defined fields and then select the fields below.
D01 Have a website?
D02 Orders off website?
D03 Integrated Order Process?
D04 Integrated Stock Control?
D10 Website Builder
D11 Website Maintenance
D12 Website Host
D99 Prospect Status
Repeat the operation with File Menu, Transfer, Column View and then select the View below.
Telesales Call Report
Repeat the operation with File Menu, Transfer, Macro and then select the Macro below.
Display Telesales Results
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This form set is one of a series of demonstration
and generic base MaxForms form files.