Callbacks Guide for Salespersons

Callbacks Guide for Salesperson

Why do we do this?

• To increase sales and customer base
• To get feedback on our quotes in the market

Setup

• Receive email from CS@ with call back data sheet
• Use Pinnacle, pricing calculator, phone, and MYsms

Tips

• Do quote follow-ups in batches (10 at a time) after 10am and not after 3pm

Process Steps for Sales doing Callbacks

• Open the call back data sheet emailed daily
• Start from the top highest value first
• Review the quote from the sales screen before calling
• Have the quote in Pinnacle open
• Have the parts found screen open for reference
• Check the discount calculator for the best price
• Make the call and be prepared for objections

Scripts

• Template scripts to assist with the call
• Example scripts to ask if the customer wants to follow up on the quote

FAQ

• What if the customer doesn't answer the call?
  • Leave a voicemail and send a follow-up SMS
• How many times should I call the customer back?
  • Ideally once, and if no answer, send a follow-up SMS

Advanced Tips

• When following up with other dismantlers, ask them for a price on a part they have
• Use this as an icebreaker to start the conversation

KPIs/Targets

• 6 calls per hour
• 10% conversion rate (1 lead per 10 calls)
• Definition of a lead:
  • A fresh request for a part
  • A request for a different quote term
  • A realistic offer
  • Securing payment/order while on the call

Process

• Before the call:

  • Check account notes for "DO NOT CALL" or private notes
  • Check the quote private notes

• After the call:

  • Log the details into two spots: Google Sheet and Pinnacle
  • Add notes to the salesman quote on the line whom you have followed up
  • Code it as QFO for quote follow-up
  • Add the ticket number from Zendesk or Talk Desk call
  • Outcome: have enough information so other sales staff know where the deal is at
  • Save the quote once done### Customer Account Types

• ACC: Customer has an account with us

• CAP: Customer has a Capricorn account (refer to separate article for details)

• COD: Carrier collects payment when we sell to them; some companies prefer this method

• CHK: Customer has a bad credit history with us; avoid doing quote follow-ups with these customers

Quoting and Parts

• Check the parts specific training guides to determine what items are usually supplied with a part and which are extra cost
• If unsure, check with the salesperson
• If a part is included with the item quoted, mention this on the quote notes for the salesperson's reference

Handling Customer Complaints

• If a customer mentions a complaint or issue, inform them that the message will be passed to the original salesperson
• Pass the message to the original salesperson and add notes to the customer's extra notes file

Dealing with Unhappy Customers

• If a customer complains about frequent calls and notices, add notes in F3 stating "DO NOT CALL" to ensure future awareness

Guide for JJ Sydney Sales Staff

• Avoid calling yards/trading partners (noted as such in Pinnacle) as per the April 2015 instruction
• To prevent a customer from being called for quote follow-ups or courtesy calls, add "SUPPORT DO NOT CALL" with the user's name and date in the customer's account (F3) extra notes
• To exclude a customer from being called for a specific quote follow-up, add "SUPPORT DO NOT CALL" in the private comments on the quote

Support Team Guidelines

• The support team has guidelines and authority to negotiate prices
• If they offer a discounted price, they will mention it in the private notes but not alter the price on the quote

Tips for Sales Staff

• Narrow down quotes to those with potential interest
• Use criteria such as:
  • Car already in the shop
  • Car arriving in the shop on a specific date
  • Car owner waiting for a mechanic to inspect and repair
  • Car owner/repairer only got a price from us
  • Feedback that we are the cheapest amongst other quotes
  • Cooperative and informative person
  • Request for a call back at a specific date and time
• Use the provided tools and submit tickets as pending, adding notes as a reminder for future follow-ups