Callbacks Guide for Salesperson PDF

1 CALLBACKS GUIDE FOR SALESPERSON UPDATED BRAD 24/06/2024 LINK LOOP TO ZOHO ARTICLE LINK TO GUIDE FOR PERSON MAKING THIS CALL BACK LIST FOR SALES STAFF ============================...

1 CALLBACKS GUIDE FOR SALESPERSON UPDATED BRAD 24/06/2024 LINK LOOP TO ZOHO ARTICLE LINK TO GUIDE FOR PERSON MAKING THIS CALL BACK LIST FOR SALES STAFF =================================================================== Why do we do this - overview CALL BACKS TO GET MORE SALES AND INCREASE YOURS AND COMPANIES CUSTOMER BASE AND GET FEEDBACK ON HOW ARE QUOTES ARE IN THE MARKET —--------------------------------------------------------------------------------------------------------------------- SETUP Email from CS@ with call back data sheet Pinnacle Pricing calculator Phone MYsms —--------------------------------------------------------------------------------------------------------------------- TIPS SUMMARY for call backs quotes Do the Quote Follow ups in a Batch IE: Do 10 at a time - 1 after the other!!! Do after 10am and not after 3pm ------------------------------------------------------------------------------------------------------------------------ PROCESS STEPS FOR SALES DOING CALL BACKS : WATCH VIDEO GUIDE ○ Open the call back data sheet emailed to you daily ○ START FROM THE TOP HIGHEST VALUE FIRST ○ Look at the quote from the sales screen - before the call - be ready for objections ○ Have your quote in pinnacle open ○ Have your parts found screen so you have all information in front of you , ( from quote - item- search for replacement parts) ○ Check your discount calculator what the best price is ○ Make the call ○ When doing the call  2 ○ Be aware what deal you did with the original quote i.e. 12 months PARTS AND LABOUR warranty etc. RULES FOR THESE CALLBACKS You do not do FREE quotes till you have completed your own call back quotes You do not do call backs for quotes to other dismantlers or Partscheck customers If quotes not followed up from the previous day these are now FREE to other staff members —---------------------------------------------------------------------------- SCRIPTS - these are just template to assist - you don't have to do exactly like this Hi, it's xxxx from JJ Auto parts. How are you doing? Another sales member has had an inquiry also on that part I quoted you yesterday. Do you want me to send it out today? Hi, it's xxxx from JJ Auto parts. How are you doing? I’m just calling in regards to the xxxxxx part we spoke about (yesterday / this morning)….. do we need to send it out today? IF DOING ANOTHER SALESMAN QUOTES OK TO INFORM THE CUSTOMER JUST FOLLOWING UP ON BEHALF OF ****** WHILE YOU HAVE THE CUSTOMER ON THE PHONE: “Ok no worries about this quote but is there anything in the shop that you need quoted while i have you?” “All good have a good day remember JJs is here for your auto parts needs my name is ***** i’ll email you or sms you my direct details for the next quote you need” Be prepared for customer objections I can get it cheaper –our is better quality, first choice from auction, lower km Can we increase the warranty? I can get with better warranty – OUR warranty carried out by licensed mechanics in licensed premises Remember if you confirm the work order from the quote then these details will show on work order !!!!  3 We can follow up on sales, and should when we can ,to check customer is happy ,ask for another sale IF CUSTOMER DOESN'T ORDER ASK WHY? GET FEEDBACK? ADD ALL NOTES!!! ================================================================= AFTER THE CALL *FOLLOW THESE STEPS, THIS IS IMPORTANT* 1. Add the follow up Call notes INTO THE ORDER HISTORY NOTES 2. START COMMENTS WITH WITH F/UP- 3. Who you spoke to , description of discussion , next action if any - If you didn't get the sale why, what was the feedback? 4. If you update the price then update the price in the quote and add to notes previously priced $$$ new is price is $$$ 5. Change the quote name into your name 6. YOU MUST Save the updated quote If these steps are followed this means you can easily see which quotes you have followed up and which you haven't Once you SAVE quotes you can easily see which quotes have been already followed up on by the last modified date.  4 ASK FOR THE SALE!!!! Why- increase your customer base , increase hit rate, gather information on market , ----------------------------------------------------------------------------------------------------- #2.All quotes log must have a contact name. Why? When you are following up with these customer's you can ask for that person directly rather then saying "Hi i quoted someone the other day on a..... ", then the customer will have to find out who we quoted and it just makes it all very messy. ----------------------------------- Customer says i can get it cheaper elsewhere make sure the customer is aware of our superior warranty ask what warranty was offered is it parts and labor is it unlimited km warranty be prepared to offer ours with longer warranty rater than discounting price don't ever say - oh that's cheap , i couldn't do it that cheap -DON'T EVER SAY THAT !!!!!!!!!!!  5 ========================================================== ========================================================== FAQ: What if the customer does not pick up and we leave a voicemail ? We note down in order history "F/UP - NO ANSWERED, LEFT VOICE MAIL" This DOES NOT count as a follow unless you send a SMS If you reach a VM send an SMS message it's that simple Script "Hi Jack, I quoted you on a Hilux Engine yesterday. Just following up and seeing if you have made a decision on it yet? I only have 1 left in stock. Do you want me to put it on hold for you? Let me know ASAP Quote number is 123456 Thanks Brad @ JJs" We note down in order history "F/UP - NO ANSWERED, LEFT VOICE MAIL & SENT SMS" This now counts as 1 follow up ----------------------- How many times should I call the customer back ?  6 We don't want to annoy customer but also don't want to sound desperate as well, Ideally we would call them once if no answer then send a follow up SMS right after the second call and that's it. ============================================ TIPS IN THE ORIGINAL PHONE CALL/QUOTE PLEASE NOTE THE BELOW TO MAKE CALL BACKS EASIER CONTACT WHO YOU SPOKE TO WARRANTY QUOTED KM IF IT WAS SPECIFIED FREIGHT DEAL + any other parts of the deal Just "BARRY 12m P&L " is ok , or 84k one or landed $3000 6m PARTS ONLY is enough , just the basic so we know the "deal that was done" This makes the follow up task easier and when customer calls back you have all details known , also if you are absent other staff are aware of the deal —--------------------------------------------------------------------------------------------- ADVANCED TIP:IF YOU WERE DOING TO ANOTHER DISMANTLER ( THIS IS EXCEPTION AND NOT USUAL- only experienced sales do this - i.e staff that broker @ high levels )  7 #1.When following up with other dismantlers, always ask them for a price on a part that they have. This is a good ice breaker to start the conversation. It doesn't have to be a part you require, just pick a part from the top of your head. A good script to have is - "...I just got an inquiry from ABC AUTO PARTS IN QLD (make sure it's a different area to where the customer is located) and I wanted to see where you were up to...." 8 9 10  11 OLD DO NOT USE!!! BRAD 03/08/2022 QUOTES - CALLBACKS FOR OTHER SALESPERSON GUIDE FOR SUPPORT TEAM -updated 03/08/2022 VIDEO 1 :BEFORE THE CALL VIDEO 1.2 BEFORE THE CALL EXPLAINED VIDEO 1.3 PO ITEMS VIDEO 1.3 DO NOT CALL NOTES EXPLAINED VIDEO 2 :AFTER THE CALL LINK TO CALL TABLE IS HERE Link to training tips Doc Matt 20/11/2018 Why do we do this ?? The purpose is to maximize the opportunity of the inquiry into sales and to obtain extra inquiry by asking the customer "anything else we can help you with " use it as an opportunity to build relationships increase your customer base , increase hit rate, gather information on market , ask do you require anything else today ? When do we do this task SYDNEY HOURS - 9am to 4pm. (After or before those hours the customer is too busy and will reject the calls ) Which quotes do I follow up on ? All quotes that have a value of plus $100 ,sort into $$ order and start with the highest value quotes first @ feb 2015 support team doesnt follow up on dismantling /wrecking yard quotes ( if not sure if this is a dismantling yard then message salesperson ) SEE VIDEO BELOW. if Trading Partner/Yard/Dismantler please skip VIDEO TO CHECK BUSINESS TYPE IS HERE  12 DEFINE SUCCESS We convert the inquiry on while on the follow up call to a sale we obtain extra inquiry from the customer A quote follow up /call back is defined as When you spoke to the person whom you quoted and discussed the part you quoted KPIS / TARGETS: 6 CALLS /HR 10% CONVERSION RATE ( 1 LEAD PER 10 CALLS) definition of lead: 1. A fresh request of a part ( that we could sell) i.e if request for a 2013 corolla bonnet even if we dont have is still a lead 2. if we get 3 parts requested in a single call ( again, that we may sell) then this is classified as 3 leads 3. if we get a request for a different quote terms, ex: we quoted 6 month warranty but customer wants quote for 2 year warranty then this is a lead 4. if we get a realistic offer- say within 25% of quoted price 5. if we secure payment/ order ( by credit card or similar) while we are on the phone doing a follow up call what is not a lead 1. Request for things we dont sell ex: floor carpet of 1971 corolla 2. customer says he will pick up tomorrow but dont secure payment 3. ridiculous offers. Ex we quoted engine for $1000 and customer offer $300 for it -------------------------------------------------------------------------------------------------------------------------------------------- PROCESS BEFORE CALL: Check account notes if anything stated as DO NOT CALL. Select F3, enter account name and see customer notes as seen below: CHECK QUOTE PRIVATE NOTES; EXAMPLE BELOW SAYS " SUPPORT DO NOT CALL"  13 Please also refer to back up spreadsheet : https://docs.google.com/spreadsheets/d/1c6qVAQ4JU9cf5qJMpcJEQiPVrccVnOrRiZjAs8CKmOk/edit?usp=sharing BEFORE STARTING THIS TASK YOU SHOULD BE ABLE TO UNDERSTAND PROCESS DOC TASK OF FOLLOWING UP YOUR OWN QUOTES ================================================================================== SCRIPTS SUGGESTIONS AS REGARDS QUOTE FOLLOW UPS PREPARE – Always search the actual part in the pinnacle sales screen to understand what options/competition you have USE IT AS AN OPPORTUNITY TO ASK FOR OTHER INQUIRIES Hi, it's xxxx from JJ Autoparts. How are you doing? I’m just calling in regards to the xxxxxx part you were inquiring about (yesterday / this morning)…..where are we at with this ASK FOR THE SALE!!!! If the customer asks "why am I speaking with you and not the original salesperson??" I am just following up on his quotes. develop a strategy plan with the sales rep who does the quotes. Teamwork is better. Factors may include who converts the quote to work order, Freight, additional negotiations, private notes, etc. Get extra sales via " ANYTHING ELSE I CAN HELP YOU WITH TODAY ? " we want to offer salespersons direct number so if customer rings back they can contact the correct sales person efficiently script may be "Ok if you wanted to follow up and call us again as regards this quote he is xxx ( the salespersons ) direct number for details of these numbers see the article list of gmail accounts and direct numbers -------------------------------------------------------------------------------------------------------------------  14 If you have to leave a message on a voice recorder its best not to use your name ,(otherwise too confusing for the customer ) suggested possible script "Hi its jj auto parts just calling as regards the... ,can you call xxx ( jj sydney salespersons name ) back on my direct number which is xxx-xxxx , and quote number which is xxxxx thanks " If you are speaking to a live person and need to leave message for a call back this rule applies as well, in this case just mention you are calling the quote of ex: Luke in his behalf and please call us back at your earliest convenience, give quote number and name of JJ Sydney Rep ================================================================================= AFTER THE CALL -LOG THE DETAILS INTO 2 SPOTS 1. GOOGLE SHEET ADD NOTE TO THE SALESMAN QUOTE ON THAT LINE WHOM YOU HAVE FOLLOWED UP WHAT HAPPENED ------------------------------------------------------------------------------------------------ 2. IN PINNACLE ON THE ACTUAL QUOTE add private notes DATE YOUR NAME CODE IT AS QFO- For quote follow up !!! WHOM YOU SPOKE TO ADD IN THE TICKET NUMBER FROM ZENDESK OR TALK DESK CALL OUTCOME Have enough information so other sales staff know where the deal is at Save this once done so you can see whom modified last ON PRIVATE NOTES MAKE SURE " ADD TO SELECTED ' IS TICKED We can see the quotes we have already followed back on by the last modified column.  15 ================================================================================= FAQ Whats the landed price mean on quote ? How do i know if freight is to be added ?? Price landed means the sales person has quoted with JJ paying the freight to the buyers door as a default @ FEB 2015 SYDNEY CUSTOMERS (HOW TO TELL SYDNEY CUSTOMER PHONE NUMBER IS 029.. ,OR 028.. ) --smash repairer in JJ pays the freight to deliver the part (its inbuilt in part pricing ) --Mechanic -JJ would charge extra for freight ,this maybe separately charged or if it is part of the deal will be shown as landed price --Private customer -they would pay the freight OUTSIDE OF SYDNEY CITY -Customers would pay extra freight for items unless specified on the quote as "landed price " -------------------------------------------------------------------------------------------------------------------------------------------------- ---------------- What if the customer asks for a better price? Be prepared for this question before the call ,so study the price recommendation and guides and BE READY If the customer asks for a better deal and we can do a deal under usual parameters then lets do a deal ,we may say ,oh ok i can reduce it to that if you will buy it now. ASK FOR SALE!! IF WE DONT ASK, ANSWER ALWAYS IS " NO " , " NOT NEEDED" we need to be pro acvtive What if the customer needs to get back to us AFTER we negotiate price? ( Not Ready yet) We log the price on quote private notes only. DO NOT MODIFY PRICE OF QUOTE!! just add your private note of what you have discussed. We need to make sure whoever picks up quote is aware of this. As a teamwork move email the rep regarding this so is aware VIDEO IS HERE ON NEGOTIATION TIPS ------------------------------------------------------------------------------------------------------------------------------------------ VIDEO TO ADJUST PRICE ON QUOTE If customers desired price is beyond usual parameters then we will refer this back to the original salesperson , we will perhaps say to customer :" ok not sure if we can reduce by that much ,let me check with xxx and ill ask him to get back to you " or something like that add the notes to the quote then email salesperson and they can follow up with customer as required ------------------------------------------------------------------------------------------------------------------------------- What if the customer would like to order while im doing the follow up?  16 If the customer would like to order while you are doing follow up you take the order ( ask if they can provide order # ) ,then add notes to quote in pinnacle and then email these details to the person whom did the origional quote. DO NOT MODIFY OR EDIT QUOTE. WHILE TAKING ORDER: ask for delivery address, contact name , phone #. If customer is private need to take CC details and forward all info to sales rep. MUST inform the total charges to customer. If has an account with us just simply take order # ( if applicable) and confirm delivery address in account. We take orders via Capricorn, just need their Capricorn # ----------------------------------------------------------------------------------------------------------------------------------- What if there is not enough info on the quote to call back on? you will require at least a contact number ,If this is the case we leave the quote and move onto the next one. ------------------------------------------------------------------------------------------------------------------------------------- What if the customer requests to speak to the original salesperson? We want to let the customer that the original salesperson is on another call but we can get them to call back. Send an email to the salesperson with the quote number as the subject and let them know to call the customer back. ------------------------------------------------------------------------------------------------------------------------------------------------ How do i know if the part isnt already sold before i do the quote ? if quote is marked as completed then you know that items is already sold and no need to follow up SEE THE VIDEO if part is on workorder or already invoiced you can see this when you look at sales screen , -------------------------------------------------------------------------------------------------------------------------------------------------- While im doing follow up I think price on pinnacle is wrong or If customer says the price is wrong and.or i think the price is wrong ? If you think price is wrong send details of item ,jsut the year,model ,part type and ic number details to pricing@ and pricing team will check it out you dont have to be correct in thinking the pricing is wrong just if it doesnt look right ,they will fix and wont reply unless you aks them too ------------------------------------------------------------------------------------------------------------------------------------------ I noticed a core charge on the quote ,whats this ,how does this work ? see seperate article re core charges ------------------------------------------------------------------------------------------------------------------------------------------ What if nearby customer wants to pick up part and it is not JJ stock but a broker part? We say that we just need to get this part dismantled and ready, and that we will advise them as to when ready ------------------------------------------------------------------------------------------------------------------------------------------ Customer has ACC, COD,CHK OR CAP after their name whats that mean ? --ACC-They have an account with us --CAP-they have a capricorn account ( see seperate article re capricorn) --COD-when we sell to them the carrier collects the $ COD,some companies especially small mechanical business prefer it this way if you are doing quote follow up you dont have to worry about taking payment unless customer offers it to you i.e gives you credit card details ,in this cse ,take details and pass them to JJ Syd sales person CHK-this means customer has a bad credit histroy with us ,dont do quote follow ups with these customers ------------------------------------------------------------------------------------------------------------------------------------------ Customer asks what does it come with ? ( as in does the mirror come ith the door ?? ) Refer to the parts specific training guides ,these show which items are usually supplied with the part and which parts are an extra cost  17 i.e door hinges as a default come with the door ,but door mirror doesnt if you are unsure then check with salesperson , if you state that a certain part comes with the item quoted then mention this on quote notes so sales person knows the situation ----------------------------------------------------------------------------------------------------------------------------------- ------------ Customer mentions complaint or issue ,what does support team do ? They inform customer that they will pass this message immediately to the original salesperson they pass message to the original sales person i.e FYI i was doing follow up courtesy call for you on invoice 12345 customer advised " xxx """ add these notes to customer extra notes file ----------------------------------------------------------------------------------------------------------------------------------- ------------ Customer not too happy of our frequent calls and notices this and now complains. What does support do? We add notes in F3 for next support team or JJ Sydney staff is aware. ex: S/W SUE, UPSET WITH OUR FREQUENT FOLLOW UP CALLS, THEY WILL CALL US IF THEY NEED IT..***DO NOT CALL*** JOHN 05/07 ================================================================================ GUIDE FOR JJ SYDNEY SALES STAFF this should be an asset to JJ Sydney sales team and will be shown by better opportunity numbers ,like most things it is relient on a process given other people are part of the process @ April 2015 support is instructed to not call yards EVER ( noted as yard/trading partner in pinnacle ) If we don't want customer to ever be called for quote follow up or courtesy call In the customer account (F3) in the EXTRA notes ( not the normal notes ) add detail of SUPPORT DO NOT CALL ,WITH YOUR NAME AND DATE If we don't want customer to be called for a quote follow up for a specific deal , this would be when its too complex ( this should be an exception,remember support should be an asset ) the on private comments on quote write clearly SUPPORT DO NOT CALL  18 SUPPORT NEGOTIATING PRICE Support team wants to help you make sales , they have guidelines and authority to negotiate price it they offer discounted price they will mention this in the private notes but they won't alter the price on the quote TIPS: Narrow down your quotes to the ones you think has interest with what we quoted. 1. Car already in shop 2. Car arriving in shop on xx/xx/ day 3. Car owner waiting for his mechanic to pull down transmission and see if can repair or not 4. Car owner /repairer only got a price from us and NO one else 5. Feedback that we are cheapest amongst other quotes 6. Person you spoke to is cooperative and tells you more than what you have expected 7. Person you spoke to requested a call back at xx/xx/xx date/time Use the tools provided…DO NOT SOLVE TICKET. Submit it as pending, put your notes in ticket as a reminder to when you think is best to follow up.