1 MAN -1 JOB
If we get call and its another persons deal and they are available - transfer the call , otherwise things get mixed up
POSSIBLE MESSAGE TO CUSTOMER “Its better for you ( the customer ) if I get the origional person to sort this .”
We would warm transfer if we have got into the story with customer to save the customer explaining it all again but if not its ok to cold transfer
If they are unavailable
If simple - take the details - do the action but message the origional salesperson
If more complex - i.e brokered or 2 steps , then message the original salesperson immediately and they will aciton
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ONE WAY BEST WAY
We have many steps in buying , selling so we must follow a consistent process so the next person in the process understands the
status of the transaction
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ADD THE NOTES - WE CANT BE EXPECTED TO REMEMBER
We have many transactions from different staff happening at the same time, we cant be expected to remember it all, but we can be expected to
make a note at the time of transaction.
if we look at an invoice again after the sale we should be adding a note to say what we did
i.e customer called to check when it will arrive , i said thursday
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BE PROACTIVE
Customers ringing us asking for an update or status or update is RED FLAG
we dont over promise and we are clear with expectations
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NO WORK ORDERS OR ACTION FOR PRIVATE CUSTOMER UNLESS WE GET PAYMENT (Partial Payment is OK)
We have many customers who say they will come down to pick up and item but dont turn up
we ask for payment of customer so we can get parts ready and do dismantling
Possible Script
You can pay deposit for item so we can have ready when you pick up
That way we will have ready
If resistance -
its ok if your not happy when you see item we will credit your card on the spot
Its ok you can come in and pay on the spot but if you dont want us to get it ready for you im just advising you that it might take 15-30 minutes to get ready , our warehouse is bigger than a football field so it wont take 1 minute
Use that exact wording if you dont want us to get it ready for you - dont say if you dont want to prepay------------------------------------------------------------------------------------------------------------------------------------------------
DONT HAVE TOO MANY SCREENS OPEN IN PINNACLE
You have to keep closing parts found screens in pinnacle ,otherwise will get all mixed up
You cant keep screens open while waiting for chat replies - use the day sheets make a note.
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USE THE TECHNOLOGY
Chat is more efficient than calls so use is as a priority over calling
Sure if you need an answer after an amount of time then call but not as first option , use will not
achieve the high level of sales required with the new technology available unless you use that technology