CALL FLOW
If customer calls and they have seen a stock number of item then often we still do the normal parts search flow
YEAR , MODEL , PART TYPE , INTERCHANGE OPTION
We do it this way as customer very often isnt aware of their being different interchange options
if customer is correct when do do normal call flow look up we should end up and see the stock number that the customer mentioned at start of call
possible call script
customer : im ringing as regards an item i saw online , its a LH TAIL LIGHT the advert had a stock number is C12346
Salesperson : ok lets see that we have the correct type for you ,whats your year and model
.....
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IM GETTING BEHIND AND HAVE TO FINISH DEALS /PAPERWORK
Use the system to assist you
if you have more than 2 URGENT deals backed up and incomplete
if possible go offline ( if more than 3 agents on green ) catch up on your paperwork and then go back online
keep an eye on call board so you can jump back online if calls fill up board
some days you will just be too busy, it happens but on these days your output ( invoice and sales count ) will be well above average so its ok
what cant happen is we cant be behind but also not be getting above average results , thats not sustainable
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