Section 01
Purpose
The Partner Plus Concierge role exists to proactively engage program members in a highly relational, personalised manner — by phone. This is not a call centre function. It is a strategic touchpoint designed to unlock genuine value for members while driving measurable commercial outcomes for Partner Plus and its clients.
What We're Driving
Increased points redemption, deeper perceived program value, relevant upsell opportunities, and incremental revenue — all through genuine relationship.
The Guiding Principle
- Every member should feel someone is personally looking after them inside the program.
- Every call should create value — not just activity.
Section 02
The Concierge Role
The Concierge is a relationship-driven program advisor. Understanding what this role is — and critically, what it is not — is fundamental to performing it well. The positioning of every call depends on the concierge embodying this identity completely.
The Concierge Is NOT
- A support agent resolving complaints
- A cold salesperson working a script
- A script reader going through motions
- A transactional order-taker
The Concierge IS
- A trusted advisor the member looks forward to hearing from
- A program strategist who understands the member's business
- A business partner invested in the member's success
- The human face of the Partner Plus program
Tone Standard
- Listen 60% of the time. Speak 40%.
- Speak calmly, clearly and without jargon.
- Use the member's name naturally throughout the call.
- Never pressure. Every recommendation must be anchored to a stated need.
- Personalise every call — no two members should receive the same pitch.
Section 03
Target Member Selection
Not all members are equal priority. Outreach should be structured and deliberate — focused on those with the highest likelihood of redemption and the most to gain from a conversation.
Prioritise Outreach To
Members with a high points balance and no recent redemption — points expiring within 90 days — high earning velocity but low redemption — recently joined members (onboarding activation) — members who abandoned marketplace checkout.
A
High Value
High points balance. Active earners. Strong upsell potential.
Priority: Outreach within 48 hours. Full call framework. Premium offer matching.
B
Mid-Range
Moderate balance. Some redemption history. Engaged but inconsistent.
Priority: Weekly cadence. Focus on friction removal and marketplace education.
C
At-Risk / Dormant
Low or expiring balance. No recent activity. Risk of disengagement.
Priority: Re-activation call. Simplified redemption. Urgency framing around expiry.
Section 04
Call Framework
The call is structured in five phases, each with a clear objective. The framework is a guide — not a script. Every call should feel natural, responsive and genuinely personalised. The best concierge conversations feel like catching up with a business advisor, not a scheduled outreach call.
Phase 1
Context & Rapport
5–7 mins
Objective — Build trust and understand business context
Open with context, not a pitch. The member should feel this call is about them, not about Points redemption targets.
Example Opening
"Hi [Name], it's [Concierge Name] from Partner Plus. I'm calling because I noticed you've built up quite a strong points balance and I wanted to make sure you're getting the most value out of it."
Explore with
How's business going this quarter?
What are you focused on at the moment?
What's taking most of your attention right now?
- Take detailed notes — everything said here informs phases 3 and 4.
- Mirror their language and pace.
- Listen for business priorities, challenges and upcoming events.
Phase 2
Points Education & Friction Removal
3–5 mins
Objective — Remove confusion and lower the barrier to redemption
Many members don't redeem because they don't fully understand how. Identify and remove that friction without making the member feel uninformed.
If They Don't Know How to Redeem
"If it helps, I can walk you through redeeming right now. It takes about 2 minutes."
- Offer to walk through the redemption process live on the call.
- Send a follow-up email with direct links while still on the call if needed.
- Clarify any misconceptions around points expiry, value or process.
- Reinforce the tangible value of the balance they've already earned.
Phase 3
Value Discovery
3–5 mins
Objective — Identify genuine business needs to match offers against
This is the most important phase for unlocking upsell and off-marketplace opportunities. The questions asked here determine the quality of the offer in Phase 4.
If you could use your points to make one thing easier in your business right now, what would it be?
Are you currently investing in marketing, team development, technology or events?
Is there anything significant coming up this quarter we could help with?
- Document every answer — this feeds directly into CRM logging and future outreach.
- Look for upcoming events, investments or pain points as entry points for tailored offers.
Phase 4
Offer Matching
4–6 mins
Objective — Present relevant marketplace and off-marketplace options anchored to stated needs
Present options, not products. Everything offered should feel like it was selected specifically for this member based on what they just told you.
Off-Marketplace Positioning Example
"We don't advertise this widely, but some members in your position have used their points toward [X service]. Based on what you've mentioned, I think it could be really relevant — would you like me to walk you through it?"
- Always present marketplace quick wins alongside any premium options.
- Frame everything as tailored — avoid any language that sounds like a catalogue pitch.
- Anchor every recommendation back to something the member said in Phases 1 or 3.
- Only approved off-marketplace offers may be presented — see Section 05.
Phase 5
Commitment & Close
2–4 mins
Objective — Move toward clear action with confidence
The close is not a pressure moment — it's a natural next step. If the conversation has been handled well, commitment should feel easy and logical.
Would you like to allocate some of your points to this today?
Shall we lock that in now?
Would you prefer to use your full balance or stage it across a few things?
If Hesitation
- Reduce the decision size — suggest partial redemption as a starting point.
- Narrow the choice to 2 relevant options, not a broad range.
- Offer a specific follow-up date rather than leaving it open.
- Always end with a clear next step — never leave a call without one.
- Confirm via email before hanging up if possible.
- State a timeline: "I'll send that through in the next 10 minutes."
Section 05
Off-Marketplace Offer Protocol
Off-marketplace offers represent a significant commercial opportunity but must be handled with discipline. Only approved offers may be presented, and every interaction must be documented.
Rules
- Only approved offers may be pitched. No improvising offers in the moment.
- Pricing and point conversion must be pre-approved before any offer is made.
- Every off-marketplace interaction must be documented in CRM — what was offered, why it was relevant, and the outcome.
- Frame offers as tailored and exclusive — never as a standard product pitch.
Section 06
Objection Handling
Objections are not rejections — they are invitations to reframe. A well-handled objection often leads to the strongest conversions. Never argue, never push. Redirect, reduce, and re-anchor.
I don't have time."
Totally understand — this will take 2 minutes and could unlock value you've already earned."
I'll look at it later."
Would it help if I narrowed it to 2 relevant options based on what you mentioned? I can send them through right now."
Not interested."
That's completely fine — before I let you go, can I ask what would make this program more valuable for you?"
I don't really use the program."
That's actually exactly why I'm calling — I'd love to understand why, so we can make it worth your while."
I'm not sure what I can use my points on."
Let me walk you through a few things — based on what you do, I think there are 2 or 3 options that would actually be useful."
Section 07
Ideal Call Outcome Ladder
Not every call will result in an immediate redemption — and that's expected. What's not acceptable is ending a call with no clear next step. Every interaction must move the relationship forward.
Best Case
Immediate redemption + upsell. Member redeems points and takes up an additional offer in the same call.
Good
Immediate redemption. Member redeems points during or directly after the call.
Acceptable
Clear scheduled follow-up. Member is engaged and has committed to a specific follow-up date with a defined next action.
Poor
No action and no future touchpoint. Call ends without any commitment or clear next step. This outcome requires a debrief.
Section 08
CRM Logging & Follow-Up Cadence
Every call must be logged in CRM immediately after it ends. Incomplete logging is not acceptable — the quality of future outreach depends entirely on the quality of today's notes.
Call Outcome
Redeemed / Scheduled Follow-Up / Not Interested
Points Spent
Total points redeemed in this interaction
Product / Service Discussed
What was presented and the member's response
Business Needs Identified
Key priorities, challenges or upcoming events mentioned
Next Follow-Up Date
Specific date — never "sometime next week"
Follow-Up Email Sent
Yes / No — must be sent within 1 hour of call ending
If No Immediate Redemption
- Send summary email within 1 hour
- Schedule follow-up within 7–14 days
- Add calendar reminder
- Send 24-hour reminder before follow-up call
If Redeemed
- Send confirmation email immediately
- Check in again 30 days later
- Log upsell opportunity for next call
Section 09
Performance Metrics
Track weekly. Review in team stand-up. Every concierge should know their numbers at all times — these metrics are the pulse of the program.
Calls Made
Total outbound calls attempted in the period
Conversations Had
Calls that resulted in a live conversation
Redemption Rate
% of conversations resulting in redemption
Points Burned
Total points redeemed across all conversations
Revenue Generated
Revenue attributable to concierge activity
Upsell Conversion Rate
% of calls that resulted in an upsell
Avg Points per Call
Average points redeemed per conversation had
Average Call Length
Target: 12–20 minutes for a full framework call
Member Satisfaction
Post-call NPS or satisfaction score where captured
Section 10
Ethical Guardrails
The integrity of the concierge relationship is its greatest commercial asset. These guardrails are non-negotiable. Any breach requires immediate escalation to the program manager.
✓
No misleading urgency. Any urgency communicated must be genuine — expiring points, limited stock or time-bound offers only.
✓
No unauthorised offers. Only pre-approved offers may be presented. No improvising commercial terms on a call.
✓
No pressure selling. If a member says no, accept it gracefully. Reframe once only — then move on.
✓
No discounting without approval. Point values and pricing must be presented exactly as approved.
✓
Points value must be transparent. Members must always understand exactly what their points are worth and what they're getting.
✓
Immediate escalation. Any member complaint, unusual request or off-script situation must be escalated immediately — never handled alone.
Quality Control
- Monthly call reviews with team lead
- Regular mystery shopper audits
- Script calibration sessions following new offer launches
- Ongoing objection handling training
Section 11
Training Requirements
No concierge goes live without completing all training requirements. This is non-negotiable. The quality of the first call a member receives sets the standard for the entire relationship.
1
Product Knowledge Certification
Full certification across all current marketplace offers, point values, redemption processes and program mechanics. Must be passed before any live calls.
2
Mock Calls — Minimum 10
Ten supervised mock calls covering all five call phases, common member profiles, and objection handling scenarios. Signed off by team lead before going live.
3
Objection Handling Training
Dedicated session covering all standard objections and the approved response framework. Role-played until responses feel natural, not scripted.
4
CRM Logging Test
Demonstrated ability to log a complete and accurate CRM entry from a mock call within 5 minutes of call ending. All required fields must be completed correctly.
5
Shadow 5 Live Calls
Observe 5 successful calls conducted by an experienced concierge. Note approach, language, pacing and how the framework is adapted in real time. Debrief after each.