Call Attempts
How many call attempts does a storm door only lead receive?
What is 1 call attempt
What is the difference between RbA Eligible and RbA Eligible - Can Schedule?
What is RbA Eligible - send email to local RbA (affiliate) office and RbA Eligible- Can Schedule indicates it's market we can schedule an RbA appt for (CORO).
When reviewing the lead, what needs to be checked before calling outbound?
What is duplicates
What does the bolded verbiage in Salesforce indicate?
Verbiage must be verbatium.
When do you result your call completed?
If you speak with the homeowner.
Where can you locate the daily call attempt communication? And how often should you check for call attempt updates?
What is MS Teams/OneNote. Before shift daily and any notifications flagged as important.
Give (2) instances where an RbA appt should not be scheduled.
Not RbA Eligible
Not a good fit for RbA
Why do we need to check activity on each lead?
To determine if the lead was sent to RbA E+.
If the homeowner confirms the project type is remodeling, what qualifying question must be asked?
Are you going to be modifying the opening to make it larger/smaller or are you creating a new opening?
What are (3) best practices for our MS team channel?
Check for updates multiple times a day, make certain notifications are turned on, and always react to updates.
If a lead was submitted on 1/17/22 and it is RbA Eligible- Can Schedule; when would we send the lead to RbA E+?
What is the 5th attempt
What button in Salesforce needs to be selected when scheduling an RbA appt? And how do you locate the lead in E+?
What is "Send lead to RbA E+" and by find a lead in E+.
Which lead sources must be phone qualified to convert?
What is all sources.
Exception: 5th call attempt w/ Non-Phone Qualified partner
To earn full points for asking about the project type, how should this question be stated?
Always state all 3 projects.
What does not qualifying a lead mean, and list (3) not qualified reasons.
Taking a lead out of the active calling queue.
What lead sources receive only 1 call attempt?
What is service, storm door only, AW.com literature requests, OOT, and voicemails.
Which (2) lead sources would we not offer RbA on?
What is RbA lead share program and RbA out of territory.
When should you assign the channel partner and who gets priority to replacement/remodeling leads with installation?
What is before converting the lead and certified contractors.
If the homeowner is unwilling to answer questions about the problems with their windows and pain points, what rebuttal can be used to ensure you earn full Call Criteria points?
"What types of projects, products, and services each dealer handles varies, if I could ask you a couple of questions about your project, we can find the local dealer that is the best fit for your project. How does that sound? "
What is our objective on IB?
To generate leads for our channel partner (conversion) while providing a good customer service experience.
Where can you locate the lead inquiry creation date and why is this important?
What is Details and to see when the lead should be sent to RbA E+ (if eligible) and NQ'd (before Nov. 1st).
When locating a lead in E+ how do you determine the market?
What is input the zip code into Add a Lead (or Accept Inbound Call) and hit tab.
What needs to be filled out in the Final Check Tab before converting?
What is phone qualification method, # of windows/doors, and reason not sent or appt date/time set with RbA.
If the homeowner asks what is the difference between RbA & AW, what rebuttal must be used?
"Renewal offers one product made of maintenance free Fibrex that is completely customizable. Andersen offers 5 product lines offered in a variety of materials, and offered in custom and standard sizing."
Why is it important to result your call right after the call ends? And what happens if you result the call after selecting "Assign to Queue"?
Call results are tired to recycle logic.
If you result the call after assigning the lead to queue it will continue to loop potentially never coming back through omni-channel.