Phone
This is the max amount of times a phone should ring.
What is 2 rings?
Sending one of these in your own handwriting can leave a customer impressed for life.
What is a thank you note?
You should do this 2 days before an appointment.
What is confirm the appointment?
You should ask the customer to fill this out when the project has been completed.
The office should do this one day after a service appointment.
What is a "Follow-up call?"
When putting someone on hold, remember this phrase is a question, not a statement.
What is "Can you hold please?"
Great salespeople use this skill by asking questions, paying attention, and understanding the customers needs.
What is active listening?
Email this before the sales person arrives, including a personal profile, company information, references, and awards
What is a "Pre-mailer?"
Once a job has been scheduled, we send this to the customer with install detail, preparation instructions, and a questionnaire for special instructions.
What is a "Pre-install package?"
This approach involves showing a customer a new problem, demonstrating it, and ask if they want to know the solution.
This is the courteous way to wrap up a phone call.
What is "Thank them for calling."
Do this within 10 days after an install to check and make sure everything is okay is called
What is a post-installation call?
This is what sales schedulers should say right after a customer requests and estimate.
What is "You've called the right place!"
You can do this to help respect the customers property during an installation.
What is "Covering items, controlling dust, and avoid unnecessary damage."
After completion with a service appointment, this involves explaining your work, checking if the homeowner is satisfied, and mention any extra work done.
What is "Review what you did."
Be sure to repeat this back at the closing of the call.
What is day and time of the appointment?
Instead of making promises to a customer, salespeople should provide this to ensure clarity and accountability.
What is documenting what we sold?
Make sure the customer knows they can call anyone in this department about questions for an install.
What is the production team?
What is "Branding the house?"
If a serviceman can not solve a problem, the manager rearranges resources so that this can be accomplished.
What is "getting it fixed today"
This is the type of transfer when it will be the customer on the other line when answering.
What is a cold transfer?
Accuracy matters. This principle ensures the production team is prepared.
What is measuring and pricing the job correctly?
At the end of the call, you should tell the customer these things about the salesperson coming out.
What are positive things about the salesperson?
This rule says when you get within 10 feet of a customer you do this and 4 feet you do this.
What is "10-4 rule. Smile and make eye contact at 10 feet, 4 feet greet them verbally."
Stay in touch with customers regularly, offering ongoing services or check-ins to maintain the relationship.
What is "Being present every year?"