The
Basics
Basics
Are 1-time orders eligible for the first delivery discount?
No, the customer must enroll for recurring deliveries.
You will not get paid for a one-time delivery.
What is the minimum cart size needed for the customer to receive recurring deliveries?
The customer must have at least $27 of recurring products to receive a delivery.
You see a no solicitation sign after knocking on a door.
What do you do?
If the person answers:
Apologize & say that you didn't see the sign.
Tell them to have a good day & walk on to the next house.
You pitch a prospect who really wants service, but they lost their CC. They have cash on them and ask if you could take the cash and help them place the order. What do you do?
You apologize and state that you are unable to accept cash for payment.
Offer to return later or provide your phone number and have them contact you when they have a card available.
Door to door rep told the customer that the total monthly price would be $10.70. Customer claims that they told the rep that they just wanted cases and would receive a free 5-gallon jug for signing up. The customer noticed that they were charged for the 5-gallon jug.
The rep did not make it clear to the customer that the discount only applied to the first delivery.
Instead of telling the customer they will receive a free case of water, the rep told them that the 5-gallon jug was free. Since the customer did not want 5-gallon jugs the rep mislead the customer so the jug would be added to the order and the rep would get paid.
When will a customer receive their jug deposit back?
The deposit will be refunded after the account is closed and empty jugs are returned.
Will anything be deducted from the customer's account at the time of enrollment?
Yes, there will be a hold put on the account immediately after sign-up.
The hold includes the $20 jug deposit and the amount owed for the first delivery. The customer will see this reflected in their available balance.
True or False – As long as you have a permit you can work in any territory within your permit zone.
False -
You must work an approved ZIP code.
The property must not be on the ReadyRefresh restricted territory list.
If you work MDU's you must get permission from management to be there, even if you have a permit for the town.
You pitch service to a household and both roommates want service, but ask for separate accounts. What do you do?
Apologize, and state that we are only able to enroll one account per household.
The door-to-door rep did not make it clear that the customer was signing up for monthly service and entered the customer's information incorrectly.
Nothing should be left to customer interpretation or omitted.
The rep is not allowed to set the account up for the customer.
By having the customer build their cart and create the account they are taking responsibility for the information provided, and product selection. This also ensures that the customer is genuinely interested in the service.
How should all enrollments be conducted?
Enrollments should all be completed on the microsite and reps should preempt customers to complete the survey.
The customer must complete 100% of the enrollment process on their own device.
Reps are there to walk the customer through sign-up. They are not to build the cart for the customer, submit the order on their behalf, or have any involvement in payment.
What requirements need to be met for a customer to receive a referral credit?
1.) The customer must send referral link from their account portal
2.) Referral must set their account up and enter payment information after clicking on the provided link.
4.) Purchase a minimum order of $27
5.) Referee must enroll for recurring deliveries.
Approximately How many cases of water are in a 5-gallon jug?
One 5-gallon jug is equivalent to approximately 2 -3 cases of water (depending on water bottle size).
You have a prospect who wants service but does not have a smartphone. They ask if you can complete the enrollment for them. What do you do?
Ask the customer to grab a laptop, tablet or have them call customer service to complete the sale.
Never complete the sale on your own device or do it for them on their device.
The customer stated that they did not want the service and told the rep that they only wanted the first discounted delivery. The rep put the account recurring and told the customer that they should call to cancel after the first delivery.
This is considered deceptive tactics and slamming.
The rep put recurring deliveries on to get paid for an order, although the customer stated they did not want recurring service – Slamming.
The rep told the customer to just cancel after the first delivery. This way the customer got their products discounted, but has no future obligations – gaming the system and deceptive tactics.
Your goal as a sales rep is to provide RR with long-term customers who are genuinely interested in receiving recurring deliveries.
What information should you include in your rehash?
A full price bill breakdown for at least one non-discounted delivery.
Remind the customer that the discounted pricing applies to the first delivery only.
Review recurring deliveries, pricing and reiterate the deposit, delivery fee & refurbishment fee (if applicable).
Name at least 4 things that are needed for a rep to receive credit for a sale.
1.) Approved ZIP code
2.) Rep ID code for a free case of water
3.) At least one 5-gallon jug
4.) Recurring deliveries with a $27 minimum cart size
5.) Jug deposit
6.) Must be a new customer (someone who hasn't had service in a yr+)
What should you do before working an MDU?
Build a relationship with management:
Introduce yourself and show them the ReadyRefresh field letter.
Get permission to work the MDU via management.
MDU's are considered private property and you are trespassing if you do not have permission.
You knock on a door and a sweet little old lady answers the door. She is so excited that she can get water delivered to her door.
Is there anything that you should make sure to discuss before completing the enrollment with her?
Make sure she knows and understands that the delivery is contactless.
Preempt her to have a family member/ friend/ neighbor over to assist her in carrying everything in and setting up the cooler (if applicable).
The customer was told that service would be free for 5-months and only the dispenser would be billed to her. The customer also states that the rep never said it was a recurring service and since she did not have a CC on her the rep put theirs on file.
This rep not only lied to the customer and set improper expectations, but they were directly involved in the payment process. This is grounds for automatic removal.
All reps have read and signed the customer acquisition guidelines. Any deviation from this signed document will result in an immediate rep removal.
What type of coolers can customers get?
What are the purchase options for coolers?
Two Top Load – Ambient and Cold & Hot and Cold
Two Bottom Load – Lumina & Madea
Allure Sparkling Dispenser
Rent/ Purchase in full/ Rent to own.
If a customer calls customer service, name three things that will cause them to be charged the $4.99 service fee?
1.) Calling in to place an order (on an existing account).
2.) Calling in to edit an order.
3.) Calling in to make a payment.
These are all things customers can do, and are expected to do, through their account portal online or through the app.
Name at least three perks of Refresh+
1.) Waived delivery fees for a year (Hydration superhero = up to 24 waived delivery fees per year).
2.) 15% - 25% off all premium products.
3.) Free dispenser cleaning.
4.) Exclusive samples.
5.) Priority customer service.
6.) Priority delivery.
7.) No late fees.
You knock on someone's door and they show a genuine interest in service. They have a hard time hearing you and ask you to please remove your mask, what do you do?
Let them know that you must abide by the ReadyRefresh PPE guidelines and are required to wear it.
Make sure that you speak slowly, clearly, and loud enough for prospects to hear and understand you.
Rep signed up 3 accounts for one address. Told one of the customers that they would receive referral credits on the other two accounts. One account was for the customer, one was for the roommate, and one for a next-door neighbor that the customer helps.
The customer is mad that they did not get a referral credit.
Rep broke acquisition guidelines of only enrolling one account per household.
The rep should have only opened one account for the address. If the roommate wanted to sign up for service separately the rep should have advised them that they were unable to help set the second account up as it goes against policy.
If the customer wants to purchase service for the neighbor they need to be involved in this decision. Also, the delivery should be set for the neighbor's address, not the customers.
The client sees this as the rep and the customer taking advantage of service incentives and gaming the system. The customer was able to get multiple orders at a discounted rate and the rep got 3 sales from it.