Appt Entry
9am, 1pm, 4/430pm, 6/630/7pm
The customer says "I dont wanna hear from you anymore!" and hangs up. What is the dispo?
This is a DNC
Spoke with Tenant and they said they are close with the landlord and know they won't mind
Must speak with the homeowner directly to set the appt. In this case that would be the landlord
Only asking, "Any other homeowners on the deed?"
Nope! Must always ask the spouse question first! "What is your spouses name?"
Appt Times for Inbound / Resets
10/1030am, 2/230pm, 6/630/7pm
I have a customer on the phone that I am unable to set and they tell me to give them a callback tomorrow at 3 and hang up before I am able to rebuttal. What is this dispo?
Contacted or Contacted - Retry. We do not do callbacks under any circumstances. This is a missed opportunity we did not set.
A Huntsville lead calls in requesting a free estimate for 5 windows, the product line says windows. What is your intro and response?
Thanks for calling Renuity Home Remodeling, how many windows are you looking for?
You call a WICH lead with a product line that says KWIT. What is your intro?
Hi, this is ____ with Renuity by Kohler
There was an appointment that was set and OVB yesterday at 2pm. I call them today at 10am to reschedule. Can this go in my name?
Yes this would go in my name because I am calling them the day after
You are speaking to a customer who is looking to replace all of the windows in their mobile home. What grade is this?
Plus, anything done on a mobile home is a plus
A customer calls and I am able to introduce myself and ask them how many windows they are looking for. The respond, "3 but not from you" and hang up. What is the disposition
Contacted or Contacted - Retry
Anytime the customer answers a question of ours it counts as a contact
There is a kitchen estimate where the customer has solid, wood cabinets and wants to extend those to the ceiling. Is this something I can set?
Yes! This is absolutely something we can do
Give an example of an effective way to ask for a second phone?
Anything that sounds confident and not overly hesitant or like it is asking permission.
I am looking through my appointments and find one that was OVB'd and then reset by a different department for more than 3 days out in their name. Can I ask for this back?
Yes, only with manager approval you are able to ask to have these instances put back in your name. This is why its so important to check our appts every day
You are speaking to a customer who wants to replace the shower with a tub in their condo. The credit tier is A. What is the grade?
Prime! Anything A credit will always be prime unless it is a mobile home.
I call a customer and introduce myself and ask if they were looking for a tub or a shower. They respond, "I dont know anything about that" and hang up. What is the disposition?
Hung Up
The customer did not answer the actual question so it is not a contact, but they did not way it wasnt them either so we want to keep this one in the rotation. This does not count against us
There is a HUNT lead where the product is Bath. How do I introduce myself?
Renuity Home Remodeling
Give an example of an effective way to ask for all homeowners (full version)
followed by.....
Anything that asks about other homeowners or decisionmakers and doesn't dance around the question
A mobile home was OVB'd for a bathroom last week, I reschedule it for tomorrow. What do I grade the appointment?
Priority. Anything that is previously OVB'd and reset is a priority.
You are setting up an appt with a customer whose address has a unit or lot number. Where does this go?
In the second address line
you are on the phone with the homeowner and the call is disconnected in the middle of your conversation, what do you disposition the call?
Contacted or Contacted Retry (I would call this customer back right away to try and reconnect!)
I am on the phone with a previous cancel customer who says they are available tomorrow at 6pm. I let them know we prefer both home owners to be there but I don't ask specifically if it works for them both or if they have a spouse. Did I fully qualify this appt?
Nope! If you dont ask the spouse question, this is NOT a fully qualified appt. Even if it was previously set by someone else, everyone makes mistakes and that is why we double check each time we set that we have the name of the spouse and all homeowners present at the time of the appt.
How would you respond to......"im busy call me back later"
Anything that moves on quickly to product questions and doesn't result in a callback
There is an appt that OVB'd yesterday at 2pm. I call them today from the list at 1:30pm and reset them for tomorrow. Does this go in my name?
Yes, anything that is set the day AFTER the original time run is fair game and would go in your name