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[ELECTRONIC MUSIC]

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Welcome to this video-lecture
of Live Text Access:

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Training for
real-time intralingual subtitlers.

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This is unit 4. Entrepreneurship
and service competence.

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Element 3:
Business strategies.

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My name is Julia Borchert
and this lecture

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is about professional interviews
with customers.

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The materials are created
by SUBTI-Access and ZDF Digital.

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This is the learning outcome: The
trainee can prepare himself/herself

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to conduct professional interviews

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with customers
and potential customers.

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We will explore the topic
by means of looking first

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how to do a good preparation,
a detailed briefing before the job

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and in the end how to do a debriefing
with your client after a job.

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Let's start with the preparation.

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Once you have identified
potential customers,

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the contacting comes next.

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What do you need to consider
before a first initial call?

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Check all the previous activities
of your customer on the internet.

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Check the website
to understand their potential needs.

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Try to find out
a direct contact person and number.

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Observe in advance
the following facts:

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Calling around 09.30 in the morning
or 14.30 in the afternoon

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is quite often a suitable time.

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Remember all details of your calls:

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Like names, numbers,
date, content and the next steps.

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First check if the call
suits your customer,

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if you do cold calling for example.

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Cold calling is a method
of creating a business connection

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without any prior contact.

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What is your goal for the call?

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Get in contact, present yourself,
inform them about a new skill,

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new developments
in your field of industry?

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And what are your key skills?

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Deliver a good opening pitch.

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The first step of the call
is to introduce yourself.

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Some people
advocate the 7-second rule,

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where you must introduce yourself,
your company, and your purpose

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in 7 seconds,
otherwise you will lose the client.

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After your short opening pitch
try to find out

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where your customers' needs are,
by starting to ask questions

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with care instead
of starting your presentation.

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Try to adjust your proposal,
presentation or services.

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Ask about their current operations.

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Ask if they would benefit
from your service.

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And ask if they would be open
for a follow-up call.

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Leave your contact details.

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Do not forget to put
your address signature in emails.

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This can be programmed in
your email program to always occur.

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Conclude with tact.

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And after the initial call
send a thank you note and a review.

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Let's take a look at the briefing
before a job with your client.

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When you have convinced the customer
to use your service,

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it's important
to make a detailed briefing.

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You need to clarify
every detail:

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when, where,
how long, the budget, the languages.

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What is needed?
What technical limitations?

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Timing, partners involved,
speaker booth available,

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and reproduction rights.

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Discuss with your client when the
cost estimation should be presented.

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Which output formats are needed?

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All technical requirements.

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What version of the subs is needed:

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Maybe full text,
slightly adjusted or condensed?

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What is the main objective
of the event?

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Any need to adjust the live subs
after the event?

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What does the client
needs afterwards?

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A text, key notes or a script?

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Before starting, ask for special
vocabulary available,

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or names of representers or other
useful things for your preparation.

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Talk about a possible testing
or a rehearsal

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and if special equipment
is needed at the booth.

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Try to discuss every little detail.

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For example, that background noise
should be avoided

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or the parking situation,

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security, registration,
clearance of rights,

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such as exploitation rights
or anything else.

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Now the debriefing.

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Before you dive into your next event,

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it is important to review the
previous one with an event debrief.

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An interview with the client after
the job is very helpful

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to improve yourself and to stay
in contact with the customer

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and maybe to receive
a follow-up order.

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Questions for the event debrief
will better help you

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to get the feedback
and valuable insights.

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Ask yourself and the client:

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What went well
and what was not optimal?

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Based on this analysis, areas for
improvement can be determined.

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Record identified successes,
lessons learned and the next steps.

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And when asking what can be improved,
possible answers can be for example:

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the quality of the operation,
the team constellation,

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the technical equipment,
or the method itself.

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For a final and detailed
identification of key successes

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and lessons learned
ask yourself and also the client

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questions like these in addition:

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How did we utilize technology
at this event?

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Was it a success?

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What would you like to see happening
at similar events in the future?

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What were some triumphs at the event?

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How can I replicate
these successes in the future?

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Were there any setbacks
beyond your control?

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Summary.

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You never know what will happen
when you meet a potential customer

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for the first time,

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and that uncertainty
can lead to anxiety.

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To make initial calls
more comfortable

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being well prepared is key.

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When you have convinced
the customer to use your service,

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it's important to make a detailed
briefing to clarify all details.

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Before you dive into your next event,

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it's important to review the previous
one with an event debrief.

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Exercises.

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The exercises for this video lecture
are in the Trainer's Guide

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and the PowerPoint file.

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Thank you for your attention.

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[ELECTRONIC MUSIC]

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LTA - LiveTextAccess.

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Universitat Auonoma de Barcelona.

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SDI - Internationale Hochschule.

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Scuola Superiore
per Mediatori Linguistici.

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ZDF Digital.

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The European Federation
of Hard of Hearing People - EFHOH.

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VELOTYPE.

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SUB-TI ACCESS.

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European Certification and
Qualification Association - ECQA.

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Co-funded by the Erasmus+ Programme
of the European Union.

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Erasmus+ Project:
2018-1-DE01-KA203-004218.

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The information and views
set on this presentation

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are those of the authors
and do not necessarily reflect

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the official opinion
of the European Union.

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Neither the European Union
institutions and bodies

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nor any person acting on their behalf
may be held responsible for the use

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which may be made
of the information contained here.