Telephone Survey

Telephone Survey

PURPOSE

Use the "Telephone Survey", on the TrakMate for Windows^TM Desktop menu as an opportunity to contact prospective customers and to record customer impressions about the quality of service your sales staff provides. TrakMate for Windows^TM keeps your follow-up efforts in chronological order. Remember, only a user with a security level 3 (DLR/MGR/ADMIN) can print the Telephone Survey.

We recommend that you call prospects within 24 hours of the initial contact.

HOW TO PROCEED

At the TrakMate for Windows^TM Desktop Menu Select "Activities" and then "Telephone Survey". Two choices are available, you may select ACTive prospects or Sold customers.

TrakMate for Windows^TM will locate all active prospects or Sold customers who have not yet responded to the survey and sort them by salesperson and date. Each record is then displayed in turn, with key information from the Prospect Screen and survey questions.

Survey questions for can be edited under the Edit /Edit Survey Questions from the menu bar of TrakMate’s desk top. Through this function, you may change the questions for the Active prospects survey and the Sold Customers survey.

INTERPRETING THE SCREEN DISPLAY

TrakMate for Windows^TM provides a suggested set of ten survey questions. You can modify these questions if you choose by using the "Edit Survey Questions" on the Desktop Menu. Details on how to change the questions follows this section.

To record customer replies, follow the screen prompts and record the appropriate digit from 0 - 4. The HINT box will also give an explanation of what to enter in response to each question.

Customers whose Source code on the Prospect Screen is PU (Phone-Up) will not appear in the telephone survey, since they did not make in-person contact with your sales staff. A Phone-up is not considered an Up until the prospect talks face-to-face with a salesperson.

You can also record specific customer remarks or your own notes on the conversation in the Comments by clicking on the <Comments> button. This will open up a window with the Comments field for easy editing.

PRINTED REPORTS

You can receive a printed report detailing customer satisfaction survey results over a selected period of time. Select "Telephone Satisfaction Survey" from the "Reports" menu on the TrakMate for Windows^TM Desktop.

To print a copy of a particular prospect record, click the <Print> button.

	To record answers to survey questions, type in the appropriate response and click the button.
	To display the next record without recording survey answers, click the button without typing any response information.
	To move from answer field to answer field, use the <Tab> key or mouse.
	To return to the Desktop, click the button.

PURPOSE

Use the "Edit Survey Questions" option on the TrakMate for Windows^TM Menu to change the standard questions to be used in the telephone follow-up survey. Remember, only a user with a security level 3 (DLR/MGR/ADMIN) can print the Telephone Survey.

HOW TO PROCEED

	Select the "Edit" Menu on the TrakMate for Windows^TM Desktop, then select "Edit Survey Questions".
	You will have the option of opening the survey questions for Active Prospects or the questions for Sold Customers.

Standard questions for the chosen type of prospect appear on this form. To change questions, type over them in each of the fields. Press <Tab> to move to the next question. Click <OK> to save the changes or <Cancel>" to exit without saving the changes.

If you change the questions after you have completed evaluations, be sure to check the date range on your Satisfaction Report to be certain you are receiving information from the new set of questions.