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1. We believe in reaching out ASAP, engaging with the students as soon as they are in the state of preparing for GMAT. The mindspace matters. Else irrespective of how convinced they are and how good we are, it would be difficult to convert.

The first step is the response to the query

Immediate call to answer the query and convince the appointment for the demo session.

If the call is unanswered/not reachable- A whatsapp message and email is sent out.  A constant follow up is done until every enquiry has an appointment for the demo session of their choice.

Send email with the course details- generic but is sent manually.

Its extremely important that the first call to a student should not cause any worry but rather ease out all the worry about the exam/MBA admissions.

INTERNAL Management: Manage the CRM manually in the google sheet. All the no answer, follow-ups will be checked and reminded everyday in order to ensure that we do not miss out on any inquiry.
Also we do retarget once a month to the entire database with an information/offer etc using Mail merge to send bulk email.

The appointments fixed are communicated on whatsapp group with the details. Alternatively its also sent on our google calendar.

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Is the appointment. It's important that we give individual attention. This way we will be able to address the aspirants questions related to GMAT, MBA or the profile.
Guide through the demo process. Explain what he/she will yield right after the demo. You need to be absolutely clear what is been communicated and show them the clarity of this exam and MBA. There should not be any 2 thoughts lingering.

The demo process are in 3 steps.
1. Call the appointment scheduled 2 hours before. Brief the process. Engage in ensuring the students completes the questions within the time. Follow up if needed.
Have a whatsapp conversation for instant message.
2. Ensure the student has watched the video without any technical difficulty.
3. A study plan has to be sent to understand the structure of the course and the contents.
Connect with Autrri Chakravarthi always regarding the MBA application and profile.
We need to be thorough with the flow.

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At Top-One-Percent, the leads or inquiry are mainly from three sources but are not restricted at it.
1. Word of Mouth. Old students refer their family or friends based on the experience.
2. Website/Landing Pages: On google search, GMAT aspirants read about us/watch the video testimonials or watch the sample videos on youtube and land on our website. There is an inquiry form that a students fill in order to get more information or download few contents.
3. This inquiry form in the website allows us to capture the leads and some of them directly call.

We work extremely closely with our vendor- Kunwar( Deepak) who runs the PPC campaign and generate about 250 leads every month. It is absolutely mandatory to keep up with him and demand more leads every day of the week. A warning to be issues if the leads number are less than 5 every day.

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Options for a student to enrol
1. LIVE ONLINE at 37000
2. Self paced at 27000
Once the student sign up:
1. Confirm the payment received on whatsapp and automatic invoice message on email.
2. Send the instruction email to download the video content and the software.
3. Issue a license key.

Internal:

You need to be thorough with how the user uses the system, software.

You need to carefully redirect the student to the right person to resolve the issue.

Touchpoints to assure someone will be there to help right through.

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Generally students ask for some time to think. Do ask the specific date to followup.
In this time, we need to make an effort to constantly engage them with information about GMAT exam,new content alert, MBA deadlines, our testimonials and any offer.

INTERNAL: Creating a new marketing message and sending on whatsapp and email. Any new content has to be approved.

Maintain the data of students who have taken appointment in order to follow up efficiently and effectively.

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1. We  mainly use ccaveue as the payment gateway
Any request for a discount is a denial in the first place.
In addition, we have alternative payment option: paypal(in usd and inr), razor pay.
2 If there is any discount, check back with the team and then offer suitable discount as agreed. be aware of the payment link.
3. Communicate the payment amount clearly via email + whatsapp.
4. There should be a record of every payment made.
5. The payment has to be confirmed at ccavenue everyday.
6. Maintain a data of students who have registered from all source of payment every month

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There is a troubleshoot document that will allow us to understand the issues that students run into. Be familiar with it for faster resolution.
Almost 90% of students have problem. Most of it is with download as the file size is big.

Help students understand exactly how to go about installing content.

The content needs to be updated every year. Videos needs to be encrypted and uploaded. materials has to be updated.

License key count has to be carefully considered.

There will be many instances where a student after successfully installing may run into issues. We need to offer support immediately. Communicate instantly on whatsapp.

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