Sick days happen, always have and always will ,we try to manager the inconvenience for other sales team members and customers when this happens
Understand
the goal - no interruptions to sales results
the problem you will have - how many calls are we looking to cover today , otehr tasks ?
the resources available - with remote teams /other staff who arent part of main sales groups --who can help, who is best to help
the time frame - when do i need to explain plan by
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STEPS
1.ensure person show is covering for that person has done normal steps
Guide for other sales staff who are covering for person who is absent
Our aim ideally is for sales to perform as usual - no interference to customers , no overwhelm for sales staff
remember - its sales that are no# 1 over projects - we do the projects to sell the part
When managing cover for sick days if required arranges for extra resources in sales team ,this may be
-for full day
-counter sales only
-lunch break period
TIPS
Look at calls quantity for same day in last 2 weeks - you should plan for that same number of calls today
If key staff away and other staff are covering them then make the person covering the m to be in lower group for incoming calls so they will be available to take calls for that person that they are covering
look for abandoned calls count - if this is plus 20 @ lunchtime then arrange more resources
ideally only want 1 phone answering staff on break at the same time
Encourage staff to be concise on calls Encourage staff to send items off for vin verification if busy
Encourage staff to have standard email inquiries to be sent to other text based inquiry teams to assist