RBA Mystery
Scenarios & Scripts
Processes
100

Why is it important look up a lead’s tempo 

To ensure we are calling the lead the correct number of times throughout the day, to avoid violating TPCA guidelines. 

Also, certain types of Tempos may have additional processes attached.

100

What do you say when you do not know the answer?

  • “That’s a great question for you design consultant!”


  • (If it is something we can assist them with)
    “Do you mind if I put you on a brief hold to get that information you are looking for?" 
100

A customer calls in to reschedule their appointment that is running today. What do you do?

  • Pull up the customer's account and verify who you are speaking with.
  • "Let me get you over to our scheduling department so they can assist you." 
  • Transfer the customer to scheduling, If no one is available, follow the chain of command.
  • Once you have transferred the customer, post your Call Notes on the file.
  • Hit 'Get Next Lead'
200

What email do we give out to a customer?

Should we give out any other email addresses? Why or why not?

  • marketing@teamrba.com
  • We do not want to use our work or any other personal emails. We do this because if there is a response to your email and you are not available, no one else would be able to assist the customer. The goal is to help our customers in a timely and professional manner.
200

What should we say if a customer asks why we need their email/objects to giving out their email?

  • “We send you an email with the time and date of the appointment, a good number to reach us in case something changes and a link to our website so you can check things out.”

  • "This is also how you will receive the electronical copy of your quote."
200

What is the process for an Andersen Lead? (When an Andersen customer needs service or parts for their windows)

  • Gather all of the caller's information 
  • Verify that they are calling for Andersen and not Renewal by Andersen
  • Give the caller the Andersen Parts//Solutions number
  • Add lead to Enabled +
  • Source as Other/Other and notate in a post note and yellow box notes the original source 
  • Subject – "Andersen Lead Inbound Source:"
  • Post Call Notes in a post note 
  • Place a week callback to follow up to see if Andersen was able to help. If not, try to set. If so, 'Not Interest' the account.
300

What 3 things do we not tolerate?

  • Negativity
  • Disrespect
  • Inaction
300

How do we explain the difference between Andersen and Renewal by Andersen to a customer?

“Andersen is our sister company. Here at Renewal by Andersen, we focus on the full replacement of existing residential windows, patio doors, and front entry doors. We offer a high-quality custom made products and are with you throughout the entire process; from the free in-home design consult to after the installation.

Whereas Andersen creates mass produced factory made products that are later shipped to your local home improvement or big box stores.”

300

What must we ask if someone is looking to replace windows in a rental property?

  • **VERIFY THEY OWN THE PROPERTY**
  • Ask discovery questions on if they currently rent out all or part of the rental property.
  • If they live in half, where would we be doing the free in-home design consult?
  • “We would be more than happy to give you a quote on your rental property, but we want to be upfront with you. Here at Renewal by Andersen we offer high end solutions I would like to confirm that you are looking for a high-end window solution or a less expensive option.”  
400

What do you do if you accidentally delete an email from the Marketing inbox?

  • Go to your personal deleted items and right click on the deleted lead
  • Select 'Move' and click "Other Folder'
  • Scroll down to the Marketing Folder' and click the drop down arrow
  • Select 'Inbox'
400

What should we say to a customer who wants to install the windows themselves?

“We would be happy to give you a quote on the full replacement of your (window/door) the instillation is included, so you don’t have to deal with the hassle of instillation or contacting a contractor. We also back up our products with a 20 year limited warranty!”

400

What is the process for handling an online scheduling appt in the inbox?

  •  Flag the e-mail in the in-box. 
  • Post a note that you are working on in Enabled (The first one gets it)
  • Post a note in Teams that you are working on 
  • Uncheck the Consent box. (If you see the “Ghost phone” symbol add a post note that we have 90 days to call and the end date) 
  • Call the lead to "set" or leave a message to have them call us
  • Dispo the call per your Disposition Sheet. If you "set" the appointment, post your consent and appointment notes
  • Check off the e-mail in the inbox 
  • Forward the email from the marketing inbox to scheduling and let them know what happened with the call. (Make sure to change the 'From' to your email instead of the marketing inbox)
500

What are the rules for taking breaks? How many people can be on a break at a time? Are there specific times during the day that this changes?

  • Cannot take breaks during the first and last hour of our shift
  • Breaks are not stackable
  •  8-12pm: 2 people on a break at a time
  • 12-4pm: 3 people on a break at a time
  • 4-8pm: 2 people on a break at a time
500

What is our Call Center Vison Statement?

"Our Vision is to be the premier leading Inside Sales Team that represents our brand with excellence, while driving the continued success of our organization and unlocking the potential within each other. Our success is built upon the foundation of team collaboration, continuous development, and fundamental focus on future customer delight."

500

What is the process for getting pictures approved?

  • Gather all project information.
  • Ask the customer if they would rather text/email in pictures. (If they would like to email make sure to get/verify the email on file)
  • Post Call Notes and a note labeled “Waiting On Pictures” including why and what we are getting pictures of and if they are emailing/texting them in.
  • Place a callback for two days.
  • Post in teams, “Waiting for Pictures” from *Customers Name* and if they are call/texting them in (if the customer is texting in pictures, tag scheduling in Teams.


  • If the customer sends their photos via email. Look up the account in enabled. Post a note labeled “Received Pictures – Waiting for approval. Then forward the email to leaders and scheduling for approval (Make sure to change the 'From' to your personal work email)
  • Leaders will reach out to sales to approve/deny the project and post the results on the account and/or let you know in person
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