RBA
What should we say if a customer says, "I just want a price."
"I can absolutely help you with that! How many windows or doors are you looking to replace?"
What is (typically) the Inbox Process in order?
1. Flag lead 2. Search number in 'Find a Lead' 3. Post on the Enabled account you are calling 4. Post in Teams who you are calling 5. Pretty up Account and read notes 6. Call Lead
What is the Call Tempo for Non-traditional Tier 1 Fresh?
Call once a day, LVM every other call.
You answer an Everconnect Call. The Inbox Lead has not come in yet. How do you notify others that you are helping this customer?
Post in Teams that you are "OTP with Everconnect Lead (First/Last name).
1. What is the name of the product that Renewal by Andersen’s windows are made of? What are the 2 materials and the percentages that make up that product?
2. What are our Patio doors made up of?
1. Our product is called Fibrex. It is made up of 40% reclaimed wood and 60% thermoplastic polymer.
2. Our patio doors are made out of vinyl wrapped pine wood.
How do you source an Everconnect Call?
Keyword Connects - PPC National Evercommerce
An APEX Lead comes through the inbox. In order, what should we do?
1.Flag lead
2. Search in 'Find a Lead' using all/any information to ensure we do not create a duplicate account.
3. If there isn't an existing account, post in Teams that you are "Adding APEX Lead (First/Last Name)". 4. Click on 'Add New Lead' and enter the information/Source lead as Org Web - TeamRBA.com -CHAT.
5. Post on E+ account that you are calling.
6. Copy and Past entire APEX Lead in a post note
7. Read the APEX Summery and call the customer
A call cannot be completed for 22 days. How should we Dispo?
Dispo as No Answer.
We will follow the "Wrong Number Process" for 30 days before Wrong Numbering the lead (If there is only one number on file).
A man calls and asks for Hannah Arndt. He says he has worked with her on marketing projects in the past and is trying to get ahold of her. What do you do?
Gather his name, phone number, email address, why he is calling and what company he is calling from (if applicable). Let him know that you will send her an email and she will reach out in the next couple of business days.
After getting off the phone, send an Email to Alaina, and cc Leadership, informing her that someone called trying to reach her, why he called, and include his information.
What is our warranty on our windows/patio doors
What are the three Outside Marketing sources? Which ones do we call? Is there any exceptions to this?
GOOD TO CALL!
* Proximity Marketing – North – Call Back
DO NOT CALL!
* Proximity Marketing – North – Set Appointment
* Proximity Marketing – North – Manual Schedule
(Unless the appointment has been canceled, then it becomes a Reset, and it is GOOD TO CALL)
A customer is trying to email to their concierge, but sends it to the Marketing Inbox instead. What should you do?
1.Pull up the customer's account in Enabled and copy and paste the email in a post note.
2. Forward the email to concierge@TeamRBA.com. Make sure to change the 'From' to your name before clicking 'Send'. Include the customer's account information and let them know that (First/Last Name) was trying to reach their personal concierge.
What scenario should we use the 'Busy' Disposition?
Never.
A customer calls and says they need to cancel their appointment. If you weren't on the Cancel Save Team, who would you contact (in order using Job title).
1. Agents on the Cancel Save Team
2. Admin (Emily P)
3. Team Leads (Vera and Haley)
4. Scheduling (Andrew, Melissa, and Zoe)
5. Management (Kari S, Sue C, Cece)
6. If all else fails, Amanda R.
What should we do/ask if a customer says they have a Manufactured or Prefab home?
1.Ask 3 Questions
2. If the customer meets all three requirements or is unsure, request measurements and pictures from inside and outside showing the roof to foundation.
Do we double source leads? Are there any exceptions? If so what are they?
We do NOT double source leads. However, there are two exceptions.
1. Return customers (Business to Business - Return Customer
2. Referrals (Customer/Prospect Referral -(Select Customer))
A new Inbox Lead comes in for an existing account that is on the National DNC Registry from 2/12/25.
The new request has a different phone number than the original number on the file. What should you do?
Add the new phone number to the account and send an email to leaders and Emily P to have the DNC'd number removed. Post a note detailing as such.
A customer PUHU's every call for the last 42 days. You call and they hang up after your intro. How should you Dispo the account?
Post your PUHU note and Not Interest the account.
A customer calls to cancel their Sale. Do you transfer this customer to someone? What do you do?
1. Search the customer's phone number to pull up their Enabled account to verify who you are speaking. Say to them:
“I am sorry to hear you are cancelling your sale, I will let our sales team know that you called in, someone will be reaching out in the next few days to finalize the cancellation. If I can ask, I’d like to confirm the reason you are cancelling. I just need to let the sales team know the reason.”
* Verify the customer information to ensure we have correct file
* Ask a best time to call.
* Post a note that they called to cancel sale and that an email was sent
2. Send email to cancellation@teamrba.com, and the designer who sold the project. Include the customer information (name/address/phone/email), best time to call and the reason they want to cancel the sale.
What is the minimum number of windows/doors required for us to give an estimate?
1. A customer calls in on RBA CC or RBA GW. What do we ask?
2.Where and how do you find the source?
1. How did you hear about us? What phone number did you dial to reach us?
2. The 2025 GWI Reference Sheet that is attached to Alaina S' monthly promotion email. Click Shft + F and type in the phone number the customer dialed to find the source.
A customer who had a Demo No Sale within the year sends in a new request. How many times should we call this customer? What questions would we ask?
Call once. If they answer, let them know we received another request and ask if they are looking to move forward with their project or if they have any additional units they would like a quote for.
You call a brand new lead. A woman answers and says the is trying to use the government grant for our windows. What should we say and how should we DISPO this lead.
"Typically, we find that grants or substitution programs will not accept our bid because we are a high-end custom window and door company. You will most likely end up paying out of pocket. That being said, I would be more than happy to set you up for a free in-home design consultation. We also have finance options, and during the month of _______ we have our_______ promotion."
* If the customer is insistent on using a grant or free windows, Not Interest the account and send an email to leaders with the customer's information and source.
A customer calls with questions about their "bill" or "payments". What question should we ask to determine what department they should be transferred to? What are the 2 departments?
The bill you received, was that sent by GreenSky or Renewal by Anderson?
* If it came from Renewal by Andersen-- this will go to Accounting
* If it came from GreenSky-- this will go to Finance