Quality Assured
Focusing on raising this KPI will typically raise both your Net-Issue and Demo Rates
QA Score
An appointment is considered this if a designer is able to make it to the customer's home.
Net-Issue
What would the appointment be considered if the designer is able to see the bathroom?
A Demo
If you miss asking for this person to be at the appointment, your call has a low chance of passing through QA confirmation.
2nd Leg or Other decision makers
Lowering this KPI can help you secure more Net-Issued Appointments.
Average Days Set Out
True or False: An appointment can Net-Issue, but not Demo
True
This is the application that you can use to look at your own graded calls.
RingCentral / Evaluations tab
True or False: A No Show appointment is not considered a Net-Issue
False
True or False: A "Sold" appointment counts as a demo for the agent who set it.
True
If you miss using this on your call to secure an earlier appointment you will get an autofail for the call when graded
Flash Sale / Urgency Statements
By mastering this technique, agents will be able to get further into calls which helps them secure more sets overall
Call Control
Lowering this will give you more chances to get connections and overall sets
Unavailable / ACW or RONA time
This happens if you set an appointment that the customer isn't sure is a good time for them to spend 60-90 minutes with the designer and can cause your call to be marked off on the QA Score
Tentative Set
A call type that presents as an inbound call, but will need to have the outbound scripting used for best results when attempting to convert a lead
Outbound ANI
This occasionally missed step can cause an appointment not to net issue because of a miscommunication with what the customer asks for before our designer gets to the home.
Proper Expectations for Pre-Appointment Calls