The
Basics
Basics
Is there a minimum order requirement for the first delivery? If so what is it?
Yes, on the first order there is a $20 min before discounts are applied.
Customer must get at least one 5-gallon jug
What is the minimum basket size required for the customer to get service?
The customer needs at least $20 of water products before promotional discounts are applied.
True or False – You can work any territory.
False, you must work in an approved zip code.
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 were also told that they would receive a free 5-gallon jug for signing up, but they were charged for it.
The rep did not make it clear to the customer that the discount only applied to the first delivery.
Instead of telling the customer that they will receive a free case of water, the rep told the customer that the 5-gallon jug was free. T would get added to the order and the rep would get paid.
This is deceptive to the customer and does not provide RR with quality customers who want recurring deliveries.
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 recurring amount needed for the customer to receive deliveries?
The customer must have at least $20 of recurring products to receive a delivery.
True or False – As long as you have a permit you can work in any area within your permit zone.
False- if you work MDU's you must get permission to be there, even if you have a permit for the town. (it also has to be in an approved zip code).
While you're signing a customer up their roommate comes home and wants service too. They state that they want separate accounts so they do not have to worry about getting anything mixed up or using each others items. 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 should not be setting the account up for the customer – especially not the personal information portion. This breaks PPE if the rep uses the customer's device.
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.
When will a customer recieve their account deposit back?
The deposit will be refunded when 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.
You see a no solicitation sign on someone's door? Do you knock on the door and pretend you did not see it or keep walking?
You should honor the no-solicitation signage and walk to the next house.
If you have a permit and knock on someone's door that has a no solicitation sign the township has the right to revoke the permit.
You have a prospect who really wants service but does not want to do anything themselves on their device. They ask if you could just do it for them while you're with them. What do you do?
Explain that due to the PPE guidelines put in place we are unable to touch their device, but would be happy to walk them through the process and make it as easy as possible.
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 break down
Remind them that 50% only applies to first delivery.
Reiterate, deposit, delivery fee & refurbishment fee (if applicable)
What five things 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 $20 minimum
5.) Jug deposit
You see a no-solicitation sign after knocking on a door. What do you do?
If the person answers the door you apologize for knocking and state that you didn't see their sign. Tell them to have a good day and walk away.
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 you should consider or discuss before signing her up?
Make sure she knows that delivery is contactless and preempt her having a family member/ friend/ neighbor over to assist her carrying everything in and setting up the cooler (if applicable).
The customer was told that service would free for 5-months and only the dispenser would be billed to her. Also said that it was not 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?
Top load cooler, bottom load cooler, Hot and cold, ambient and cold.
Most coolers come in black, white, or silver.
They can rent, buy or lease to own.
What requirements need to be met for a customer to receive referral credit?
1.) 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.) A minimum of $20 AFTER all promotional discounts are applied.
5.) The referral must get 3 deliveries before the customer gets the credit.
What should you do before working an MDU?
Build a relationship with management. Introduce yourself and present the value in providing the residence water delivery right to their door. You must get permission to work any MDU's. They are considered private property and you are tresspassing if you do not have permission.
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 PPE protocol put in place by ReadyRefresh and you are required to wear it for your safety and the safety of others.
Make sure that you speak slowly, clearly, and loud enough for prospects to hear and understand you correctly.
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.