Outbound telemarketing unsolicited telephone calls Unsolicited telephone calls to consumers (other than to existing consumers, former consumers within 18 months of their leaving the service, or consumers who have been referred to Virgin Mobile by existing consumers) are unacceptable. The call must be either: • Following up on a previous piece of communication such as direct mail; • Following up on a customer enquiry; • Contacting a current customer with a service related message; or • A marketing message to existing consumers, former consumers within 18 months of their leaving the service, or consumers who have been referred to Virgin Mobile by existing consumers (but allowing them the option to refuse further such contact).
Outbound telemarketing unsolicited telephone calls Virgin’s policy is not to do unsolicited outbound telemarketing other than to existing consumers who have not opted out of receiving such messages, former consumers within 18 months of their leaving the service, or consumers who have been referred to Virgin Mobile by existing consumers; provided that such telemarketing will not target potential consumers who have registered their telephone numbers with the Federal Trade Commission’s National Do Not Call Registry unless there is an existing business relationship. Brand damage is suffered due to the intrusive and unsolicited nature of the outbound call. The call must be either: • Following up on a customer inquiry; • Following up on a previous piece of communication such as direct mail, so long as the original communication was also not “cold” (see section on direct mail, email and SMS below); • Contacting a current customer with a service message; or • A marketing message to existing consumers, former consumers within 18 months of their leaving the service, or consumers who have been referred by existing consumers, provided that such customer is allowed to refuse further such contact. Further guidelines on selling to consumers over the phone are based on the principles of sensitivity and respect: • Describe the benefits of the product in a no-nonsense, peer-to-peer friendly way and allow the customer to make up their own mind about it. • Pursue the sale if the customer is interested but respect the “no” that a customer gives – especially an emphatic or repeated “no”. • Get to the point quickly – don’t waste their time. • However, don’t be afraid to ask for the sale if you think they may want to buy. • Finish the call politely and graciously, ensuring that the customer feels positive at the end of the experience. • Only use other parts of the Virgin Group as a way in to the conversation (e.g., name dropping other Virgin successes) with their prior consent.
Outbound telemarketing unsolicited telephone calls Unsolicited telephone calls to consumers are unacceptable. The call must be either:- • Following up on a previous piece of communication such as DM; or • Following up on a customer enquiry; or • Contacting a current customer with a relevant message (but allowing them the option to refuse further such contact).
