First, sales outsourcing finds out the degree of interest in the goods and services provided, this happens through the following actions: communication with decision-makers, argumentation of benefits in the acquisition, overcoming any objections and suppression of other arguments, primary and secondary calls to maintain the personal interest of the client, transfer the result to the main customer.
Many people ask themselves what is the difference between outsourcing and call-center functions. The main thing is the type of action. In outsourcing, employees do not have a specific, standard script with which they make cold calls. The call center operator does not have complete information and often cannot answer the questions that users ask to obtain additional information... Outsourcing is distinguished by first-class professionalism, includes several calls and is an excellent argument for its opinion.
We are developing mobile applications for startups and made their own boxed solution for marketplaces, that is, projects that make money on meeting a client and a seller. The most famous projects that work according to this model:
- FL.ru
- youdo
- Profi.Ru
- Avito
In our turnkey solution, which includes a website and iOS apps and Android there are 4 types of monetization:
- Percentage of the deal
- Subscription to new tasks
- Pay per job response
- Payment for the publication of the assignment
Usually we recommended to make a subscription and / or pay per response, focusing on youdo, but many of our clients would like to make exactly a percentage of the transaction amount. After all, this is a fairly simple and straightforward mechanism - the more the amount of transactions concluded through your application, the more you earn.
But this is also the most risky way. In most cases, nothing prevents the client and the seller from exchanging contacts, formally canceling the deal and agreeing outside the service. For example, apartment renovation services cost about 50,000 rubles, and you take 10% of the transaction amount. A cunning repairman indicates a formal price of 1000 rubles. (that is, you will earn 100 rubles from this transaction), and writes to the client in the chat that he will make a discount of 2000 rubles if he accepts this formal price in the service. As a result, they are in the black (the client got a 2000 discount, the repairman saved 2,900 rubles), and you are in the red (you got 100 rubles instead of 5000). This is just one example, but I’ll recall a dozen of these schemes.
Seeing such an unhealthy situation, I decided to write an article on how to find out such scammers and develop my application. I will make a reservation right away - there are no one hundred percent solutions here and the complex application of protection means will help.
Stop words in chat and feedback
During the conversation between the client and the wizard in the chat of the application, you can set up a stop list of words, for example:
- agree
- telephone (11 digits in a row)
- cheaper
- etc.
Naturally, their use is not a guarantee that people want to leave the service behind their backs, but when using a stop word, you can automatically send a link to the dialogue to the moderator. And already a living person will assess the adequacy of the correspondence.
Response sum autoanalysis
This method is aimed at detecting enticement. In the described repair example for 50 thousand, it looks like this. several masters responded with amounts of 45-55 thousand, and one wrote 5,000 rubles, the client writes why so little, and the master says that in fact, 45, but if we agree outside the service, then it can be for 43.
That is, we analyze the obvious inadequacy of the price in comparison with competitors and also send it to the moderator for verification.
Bounce report
It's like a taxi. It happens that you sit down and the driver asks you to cancel the order. This means that he pays not for a subscription to the service, but for each transportation. Well, when you canceled, the commission, of course, is not paid. Taxis fight these drivers in two ways:
- You can refuse a maximum of 10% of orders. Otherwise, you are thrown out of the service
- Compares the gps tracks of the client and the driver. That is, if you drive at the same speed and along the same route as the driver, then the service is still provided
Mystery shopper
The good old way. Everything is simple here - register a separate client account for yourself, create tasks and ask those who responded whether it is possible to "negotiate"?
The main disadvantage of this option is that it cannot be automated and online fraudsters can be analyzed.
Lack of direct communication
That is, to act in front of clients as a service. For example, about the same repairs. You accept orders for repairs, as a company, and having already received an advance payment, lay out the task for your performers with the exact price in their direction and choose from those who are ready to work for that amount. But in front of the client, the performers will no longer look like independent units, but like your employees.
Safe deal
Offer added value when working through a service. For example, a client is afraid that they will not make a high-quality repair. Your service might suggest a scheme like this:
- The client makes a deposit of the service the cost of the work
- The master receives a notification of the payment of the amount and performs the work
- The client checks and confirms the quality
- The service transfers the amount of work to the master, excluding its commission.
Thus, the client understands that until he is satisfied with the work of the master, the master will not receive money and is it worth risking such a guarantee for the sake of 2000r. is a big question.
Instead of a conclusion
I hope my advice will allow you to take your project to a new stage of development, subscribe to my blog and YouTube channel and write questions to [email protected]- I will definitely go through them in the following articles and videos.
