| CALLS | Counseling | Setting the Sales team up for success | Building Value | |
|---|---|---|---|---|
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Address, phone number, email.
What are 3 things we read back to the customer to make sure they are correct?
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* Pass or Fail?
" Can I get a ball park price?"
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Making sure addresses, phone numbers and emails are correct. Send out premailers, confirm appts. Calendar checks.
The 4 things we do to ensure the Sales team has a successful schedule?
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* Pass or Fail?
Something we say to build the value of our Sales team with our customers?
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* Pass or Fail?
In what ways does Davenport redefine the industry?
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3 rings.
How many times can the phone ring before it has to be answered?
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* Pass or Fail?
" That's too far out! we need this fixed right now"
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We call them until they tell us to stop!
how many times do we call a customer until we decide they no longer need our help?
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* Pass or Fail?
Something we say to build value in our goals as a company for our customers?
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Hungry, humble and smart.
What traits does Davenport believe a team member must have to be successful?
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Ask " How did you hear about us?"
Something you do to make sure Davenport is spending it's money wisely?
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* Pass or Fail?
" We have another contractor doing the work"
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They are to create a remarkable experience for the customer, letting them know who is coming to their home, and give them an opportunity to be more educated about their issue. The more educated a customer is about their issue the more lucrative an appt. can be for a sale guy.
What is the importance of a pre-mailer?
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* Pass or Fail?
Something that we can say to build value in keeping an appt with us?
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to redefine what Value, Quality and Peace of mind means for Homes for Families For communities.
What is our company purpose?
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Matching the customer's tone and pace.
What is Mirroring?
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Fix it, fix it now, fix it right, fix it with us!
What are the 4 Beliefs of Davenport?
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Ensures the sale team is scheduled to capacity and those appts are staying on the schedule to create as many opportunities for them as possible.
Why is hitting our KPIS important to the Sales Team?
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* Pass or Fail?
What are things that we do to build value in our customer care department for our customers?
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" Do it for Grandma"
What phrase did we adopt as a company to help create a culture of providing our customers with a remarkable experience?
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1. hot KIPS to create as many opportunities as possible. 2. Create remarkable experiences by being the best impression of our company. 3. Set our Sales and Marketing up for success.
What is the most important functions of the customer care department as it relates to the company?
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Short term gratification is fulfilling an immediate want with out thinking of the long term effects. Long term satisfaction is creating the opportunity to build sustainable and secure fulfillment of needs.
What is Short Term Gratification Vs. Long term Satisfaction?
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We are the first initial impression a customer has of our company. What we do and how we handle the phone call sets the tone for what the customer thinks of our company when they open the door for the Salesteam. The more impressed a customer is with our customer care department the more they expect of the Salesteam. And the better experience they have when those expectations are met.
What is the most important function of the customer care team as it relates to the customer?
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* Pass or Fail?
What are things we can say to build value in our production department for our customers?
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Accountable, Elevating and Altruistic.
What are Customer Cares Values?
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