Member Retention Call Scripts

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1 Member Retention Call Scripts Membership retention isn t just about contacting members who have lost interest in APICS. It s about maintaining a relationship with your membership and consistently communicating program benefits to them. A personalized phone call can often have the most impact. It s easy to ignore a flyer or delete an , but a friendly phone call is harder to resist. Here are some tips and talking points for contacting your members, and communicating the value of an APICS membership. Before making your calls Identify who you re calling Whether a member has just joined APICS or has been a part of the organization for 20 years, it s important to know how long someone has been a member in order to best address his or her needs. Have a script prepared The call scripts below include an introduction, fact finding questions, resolutions, and a close to the conversation. Choose from one of four different script categories (New Member, 1 5 Years, 6+ Years and I Don t Plan on Renewing ). Know the benefits Go to apics.org/community/membership/benefits to familiarize yourself with the key benefits of APICS membership. Have promotional materials in front of you Keep materials including brochures and applications on hand to help answer specific questions, and to send to people who ask for additional The following scripts are provided as a guideline. Please feel free to copy and edit as you see fit. New Member Script.. Page Year Member Script.. Page 4 6+ Year Member Script. Page 6 I Don t Plan on Renewing Reason and Response Script... Page 8

2 NEW MEMBER SCRIPT For any industry professional new to APICS, looking to gain the credentials and education necessary to advance his or her career. Call these individuals within the first three months of their membership. Hello. This is (your name). I m calling to welcome you to the APICS (local chapter name) Chapter, and go over any questions you may have about your new membership. Go over the BENEFITS of APICS membership. You know there s more to your membership than just certification benefits. You have access to APICS magazine, members-only research, and your chapter newsletter. You can also connect to a global network of industry professionals through outlets like the new Supply Chain Channel on apics.org. Mention members-only savings. Your membership gives you access to free, select webinars ondemand, reduced fees for educational events, reduced exam fees for certification, and discounts on materials from the APICS Bookstore There are so many advantages. Mention your chapter programs, too. Do you have any questions about how to use your benefits? CERTIFICATION PROGRAMS And don t forget about your education and training benefits. With our CPIM and CSCP programs, you can earn APICS certifications that ensure you are among the most highly skilled professionals in the industry. Have you signed up for any courses, review classes, or exams yet? If yes, skip to (a). If NO, read on No problem! It s easy to get started on the CPIM [and/or CSCP] program[s]. We have exam modules, test-taking tips, review webinars, and much more for your certification needs at apics.org/cpim [and/or apics.org/cscp].

3 3 Be sure to inform the new member of any LOCAL events, courses, review classes, or exams you have coming up at your local chapter. You can also refer him/her to your CHAPTER WEBSITE for more Skip to QUESTIONS. (a) YES, I have signed up for courses/review classes/exams. Great, then you re already off to a good start! I should remind you there are other great educational programs and opportunities, like webinars and conferences that can be found at apics.org/onlineevents, and apics.org/conferences. And these programs are discounted and at times free for members. Be sure to inform the new member of any LOCAL events, courses, review classes, or exams you have coming up at your local chapter. You can also refer him/her to your CHAPTER WEBSITE for more QUESTIONS Do you have any questions about any of the benefits we covered? END THE CALL If you think of any more questions, or have any more concerns about your APICS membership, don t hesitate to call. Feel free to call me at [your phone number], or [other chapter contacts phone numbers], or contact APICS Customer Service at x4300. Thank you, and thanks for being a part of the APICS community! Invite new member to the next chapter meeting before ending the conversation.

4 4 1 5 YEAR MEMBER SCRIPT For an industry professional who is familiar with supply chain and operations management, looking to re certify or maintain/advance his or her career path. Hello. This is [your name] from your APICS [local chapter name] Chapter. I m just calling to see if you have any questions/concerns about your membership, and if you plan on renewing your membership when it expires on [date]. If not, skip to the I DON T PLAN ON RENEWING script on PAGE 8 of this document. If YES, read on Great! Did you know that you can renew your APICS membership online or by telephone APICS Customer Service at ? To renew online, log in with your username and password at apics.org, then click on the RENEW NOW button on the top right corner of your screen. (or) If you are not yet registered as a member on apics.org, or don t remember your assigned username or password, you can contact APICS Customer Service at or or from 8:00 a.m. 5:00 p.m. central time. They will be happy to assist you with accessing your apics.org account and renewing your membership. BENEFITS OF APICS MEMBERSHIP And remember, your APICS membership is more than just certification benefits. You have access to APICS magazine, members-only research, and your chapter newsletter. You can connect to a global network of industry professionals through the new Supply Chain Channel on apics.org. Mention members-only savings. You can access free, select webinars on-demand, reduced fees for educational events, reduced exam fees for certification, and

5 5 discounts on materials from the APICS Bookstore There are so many advantages. Be sure to inform the member of any LOCAL events, courses, review classes, or exams you have coming up at your local chapter. You can also refer him/her to your CHAPTER WEBSITE for more Do you have any questions about how to use your benefits? MAINTAINING CREDENTIALS If the member is an APICS CPIM, CSCP, or CFPIM certificate designee I see that you achieved APICS certification. Are you familiar with the APICS Certification Maintenance Program? This program ensures that APICS CPIM, CSCP, and CFPIM designees stay on top of best practices and advancements in their field. It includes a series of professional development opportunities that are required to maintain your certification status. And, your membership offers access and savings on many of the activities that are eligible for certification maintenance. You can even receive certification maintenance points just for renewing your membership. You can get a list of those activities at apics.org /maintenance. You can also refer him/her to your CHAPTER WEBSITE for more QUESTIONS Do you have any further questions about any of the benefits we covered? We like to know if there is anything APICS can be doing better, would you mind sharing any feedback on your APICS membership experience so far? END THE CALL If you think of any more questions, or have any more concerns about your APICS membership, don t hesitate to call. Feel free to call me at [your phone number], or [other chapter contacts phone numbers], or contact APICS Customer Service at Thank you, and thanks for choosing APICS! Invite member to the next chapter meeting before ending the conversation.

6 6 6+ YEAR MEMBER SCRIPT For a professional who has reached veteran status in the industry. He or she is less concerned with certification benefits and programs, and more interested in maintaining relationships and status within APICS. Hello. This is [your name] from your APICS [local chapter name] Chapter. As a valued member of our chapter, I just wanted to call and check in with you to see if you have any questions/concerns about your membership, and remind you that your renewal date is coming up on [date]. Give renewal details. As you know, you can renew your APICS membership online or by telephone APICS Customer Service at To renew online, log in with your username and password at apics.org, then click on the RENEW NOW button on the top right corner of your screen. (or) If you are not yet registered as a member on apics.org, or don t remember your assigned username or password, you can contact APICS Customer Service at or or from 8:00 a.m. 5:00 p.m. central time. They will be happy to assist you with accessing your apics.org account and renewing your membership. (If, for some reason, the member mentions he or she does not intend to renew membership, skip to the I DON T PLAN ON RENEWING script on PAGE 8 of this document.) BENEFITS OF APICS MEMBERSHIP Also, be sure to check out all the exciting changes at the new apics.org, including the brand new Supply Chain Channel. It s an online community that allows you to find local networking opportunities, connect with peers in your industry worldwide, participate in industry discussions, and stay up to date on the latest news, reports and events. And, as always, be sure to take advantage of your access to APICS magazine, your chapter newsletter, members-only research and savings opportunities! Be sure to inform the member of any LOCAL events, courses, review classes, or exams you have coming up at your local chapter.

7 7 MAINTAINING CREDENTIALS If the member is an APICS CPIM, CSCP, or CFPIM certificate designee I see that you achieved APICS certification. Are you familiar with the APICS Certification Maintenance Program? This program ensures that APICS CPIM, CSCP, and CFPIM designees stay on top of best practices and advancements in their field. It includes a series of professional development opportunities that are required to maintain your certification status. And, your membership offers access and savings on many of the activities that are eligible for certification maintenance. You can even receive certification maintenance points just for renewing your membership. You can get a list of those activities at apics.org /maintenance. You can also refer him/her to your CHAPTER WEBSITE for more QUESTIONS Do you have any further questions about any of the benefits we covered? We like to know if there is anything APICS can be doing better, would you mind sharing any feedback on your APICS membership experience so far? END THE CALL If you think of any more questions, or have any more feedback about your APICS membership, don t hesitate to call. Feel free to call me at [your phone number], or [other chapter contacts phone numbers], or contact APICS Customer Support at Thank you, and thanks for choosing APICS! Invite member to the next chapter meeting before ending the conversation.

8 8 I DON T PLAN ON RENEWING REASON AND RESPONSE SCRIPT For a former or soon to be former APICS member who has lost interest in the organization. He or she has not renewed or does not intend to renew membership due to a perceived lack of value. During your conversation, be sure to stay positive with responses like I can certainly appreciate that, or we re working to change that. If the member is firm about not renewing, end on a friendly note, like we're sorry to lose your support, but thanks for your time. Otherwise, refer to the questions and responses below. Find out why they plan NOT to renew. REASON ONE I have been busy with other activities and wasn t aware that my membership had lapsed. No problem. Did you know that you can renew your APICS membership online or by calling APICS Customer Service at ? To renew online, log in with your username and password at apics.org, then click on the RENEW NOW button on the top right corner of your screen. If you are not yet registered as a member on apics.org, or don t remember your assigned username or password, you can contact APICS Customer Service at or or from 8:00 a.m. to 5:00 p.m. central time. They will be happy to assist you with accessing your apics.org account and renewing your membership. Invite member/former member to the next chapter meeting before ending the conversation. REASON TWO I misplaced or lost my renewal notice. Can you please send me a replacement? Yes, I would be happy to request a renewal notice for you. However, did you know that you can renew your APICS membership online or by telephone APICS Customer Service at ?

9 9 To renew online, log in with your username and password at apics.org, then click on the RENEW NOW button on the top right corner of your screen. REASON THREE I don't find the meetings to be very valuable to me. We d like to change that. Do you have specific suggestions? Would you be willing to volunteer to help us improve our programs? Would you be willing to teach a course for us? REASON FOUR My company won't pay anymore. Would it help if we sent you information on APICS benefits and educational events so you could show your manager the value of membership? REASON FIVE REASON SIX I'm already APICS CPIM/CSCP certified, so there's really no reason to renew. Did you know renewing your membership gives you 6 points toward your Certification Maintenance? Would you like information about the Certification Maintenance program? I have changed roles in my line of work and APICS doesn t benefit me anymore. APICS membership offers a broad range of education and professional advancement resources for professionals in all areas of supply chain and operations management. Can I send you information on APICS offerings?

10 10 REASON SEVEN If yes I'm going to be moving away from the area served by the chapter. APICS has more than 230 chapters in North America and local partners around the world. Would you like information on how to find an APICS chapter near your new location? Use the APICS Partner and Event Finder at apics.org/finder to find the nearest chapter by entering a zip code, or search by chapter name, code, country, or state/province. REASON EIGHT I am currently unemployed and can t afford to renew my membership. Did you know APICS offers a complimentary six month unemployed member benefit extension? I would be glad to forward you the application. Return the completed application to your chapter president. Provide president s address and/or fax number. If you receive a response relating to military deployment or retirement, refer to Military Reservist Member Application or the Retired Member Application.

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