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Appointments For Advisors
Enabling appointments on all your listings is a great new
way to grow your business -- and boost your revenues -- on KEEN:
You don't even have to be available in order to receive
appointment calls -- so you can talk to your most valued customers even
when you don't want anyone else to be able to call you!
How do appointments work?
There are two ways to begin offering appointments.
Visit My Account and click "Options" under the
Arranged Calls bar. Then click the "Appointments" box and
"Okay" to let customers request an appointment with you
through links on your listings and/or your home page.
You can also send Mail inviting your best customers or prospects to make appointments with you. Simply begin creating
a new Mail and select "Suggest Appointment" from the
pull-down menu. You'll see a pre-composed Mail with a link for
your customer to request an appointment with you.
if you want, you can edit this message before you send it.
What happens when a customer requests an appointment
You'll receive a Mail when a customer requests an appointment. You
can then either accept or decline their request.
An appointment is not confirmed until you've accepted your customer's
request. If the customer cancels the appointment before you've accepted
the request, their deposit will be refunded to their account.
You can check and update the status of all your appointments
on your My Appointments page, which contains a record of all your appointments,
including requests to which you haven't yet responded.
What happens at the appointment time?
If you aren't on another call, then at your appointment time, you'll simply
get a call, just like always, and we'll connect you with your appointment
If you're on another call
You'll hear a warning chime letting you know that an
appointment call is coming in a few minutes.
We'll call the customer. If he or she doesn't answer
or doesn't accept the call, nothing further will happen -- you can
simply continue the call you're already on.
If the customer accepts the call, you'll hear a double
chime. Press pound (#) to end your current call and stay on the line.
We'll connect you with your appointment customer.
- To reject your appointment call and stay on your current
call, simply press 2. Note, however, that rejecting an appointment
call will count as a missed call. So we urge you to honor all your appointment
calls once you've confirmed them.
What is a deposit?
A deposit is the amount a customer pays from his or
her account in order to reserve an appointment time with an advisor.
Deposits can range from $10 to $50. Advisors
can choose whether or not to require a deposit.
Note: Customers cannot use any promotional money to help pay for an appointment deposit. However, promotional money can be used to help pay for the appointment call itself.
How do deposits work?
If the advisor with whom a customer wants an appointment
requires a deposit, it will be paid from the customer's account when
he or she sends the appointment request. If the advisor declines the appointment,
the deposit will be returned to the customer. If the customer cancels
the request before the advisor has accepted it, the deposit will be returned
to the customer's account.
The full deposit amount will be transferred into the
advisor's account once the call begins.
Are deposits ever refunded?
Yes. Deposits are refunded to the customer when:
- The advisor misses or cancels the appointment call.
- The customer cancels the appointment call more than 24
hours in advance.