Inbounds
What should you always do when on the phone?
SMILE :)
Name 2 Forbidden phrases
Would you like to play with a puppy
Are you familiar with what we include
Have you been here before
Let me know if you have any questions
Would you like to book a reservation
What are Petlands 5 commitments?
Socialization
Breeder regulations
the puppies health and care
Peace of mind
Puppy training
What is Stenotic nare?
Nostrils are abnormally narrow or collapsed
How big does a Cavalier King Charles Spaniel get? What size crate does the puppy go home with?
15-22lbs
24inch crate
What is the greeting?
We're having a great day here at Petland Novi. My name is______ may I interest you in scheduling a reservation to meet one of our beautiful puppies today?
What do you say before leaving the playroom?
what are 3 playroom rules?
Fall in love I'll be right back
Sanitize hands, not on bench, Have fun
What are 4 things the breeders will OFA test their adults?
Knees, hips, elbows, heart disease, eyes
What does cryptorchid mean?
a condition where one or both testes fail to descend
How big does a Rottweiler get? What size crate does a Rottweiler go home with?
80-135 lbs
48inch crate
What is the best type of reservation to book?
Same Day
What questions do we ask to find out what our guest finds valuable?
How long have you been looking for...
what makes you interested in this breed?
What are your priorities when it comes to finding a puppy?
Name 3 of the Canine Care certification.
Physical Health
Behavioral health
Environment
Breeding life and retirement
Caretaker expectation
What is an umbilical Hernia?
soft bulge appears at the belly button due to a gap in the abdominal muscles, often present from birth, allowing fat to push through
How big does a docker spaniel get? Do they shed? What size crate?
20-30
yes
30inch
What is the percent of a same day showing vs a future?
80% vs 18%
Name 2 Objections.
What is the first thing you do with a customer when you get an objection
Acknowledge
What are 5 things covered in the $250 coverage through VCA
Colds, parasites, Skin disorders, ear and eye infections, UTI, Suture removal,
What is an Inguinal Hernia?
When abdominal organs or tissues push through a weak spot in the groin (inguinal canal), causing a bulge, often in the inner thigh/belly area
How big does an Ital Grey hound get? What is an Ital Greyhound good at? Give two activities they're good at.
7-14lbs
Running (racing) Hunting small game
If they book a reservation right off the bat what do you NOT ask?
Which puppy do you want to see? We want to give them an amazing experience no matter what and if you ask it there is a higher chance this will lead to a price question.
What are the 3 unspoken objections?
Puppy mills
we sell sick puppie
training concern
What is the real meaning of SALES
Sales- Serve the customer
Ask the right questions
Listen actively and carefully
Explain the value clearly
Seal the deal with confidence
What is in a DA2PPV
Distemper, Adenovirus Type 2 (Hepatitis), Parainfluenza, and Parvovirus
How big does an West Highland Terrier get? Does a Westie Shed? What was a Westie bred for?
15-20
Low shedding
To hunt small animals (rats, foxes and badgers)