Category 1
What should you mark if the customer has requested a call back longer than 2 weeks away?
Call back book long
What does COT stand for?
Change of tenancy
What is a quote made up from?
Wholesale cost and retail fee
Why does it matter if we have accurate readings?
It allows us to send accurate bills
What is a 'new' lead?
A lead that has yet to be called by you/your team
What if the customer has just moved, what should you do?
Check if they have completed a change of tenancy, redirect them to the CoT team
How many attempts can you make on a lead maximum?
10
When you are 'working' a lead, what does that mean?
You are actively calling the customer
What does the ideal journey look like from start to finish?
Receive lead - call customer - create quote - send contract - complete sale
What is companies house?
UK government registry containing all UK registered companies with numbers
What does a lost status mean for a lead and what must you do in this case?
Not proceeding, must select reason why
What are some of the issues that can occur from making mistakes?
Failed credit checks, delays in switching, customer complaints, lost revenue
When we get the process right, what positive things can happen?
Positive customer experience, business growth, your own success
Why should you leave a note on each call?
They protect you, they create a detailed record, they prevent duplication, they give context to your colleagues
What does a converted status mean for a lead?
Quote has been sent
What might happen if you choose the wrong business type?
It will result in a failed credit check
List 3 features of a limited company
Registered with UK government
Will have a company number
Separate from owner
What's one question you must always ask when discussing business types with your customer?
"Are you trading under any other names?"
List 3 features of a sole trader
Business and person are same entity
They do not have a company number
Credit checks will be performed on the individual
What are the 3 most common credit check fail reasons?
Wrong business type selected
Wrong company registration number or address
Recently moved/previous addresses required
What are the two types of business we deal with?
Limited company / sole trader
What are 3 things you should always do to ensure due diligence before continuing to complete a quote?
Check if they have at least 3 years' address history
Check if they have performed a change of tenancy if they have just moved in
If you need to add a sole trader's home address (which is allowed)
What are the actions step by step when a lead comes in?
Open lead immediately, call customer, log every attempt, update status, make details notes
The customer has said yes to a contract - what are your next steps?
Continue the call, read out all parts of the quote, making sure what you say matches, send the contract to the customer to sign
What should you do if the customer says they want to think about it?
Download and send the quote to them, book in a follow up call and set an agenda, double check you have the right person and telephone number