Lead appoinng process Including Receponist Primary Roles and responsibilies: 1 Key principles 2 Telephone Calls 3 Zen Chats 4 ‘sales@’ and ‘11111’ process 5 Lead appointment booking criteria 6 1st Stage contract administraon • Metrics to be reviewed daily by Design Team Manager • Metrics to be reviewed weekly by Design Team Manager & Man- aging Director. Version 4: 10/12/20
16
Embed
Lead appointing process Including Receptionist Primary ...
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Lead appointing process
Including Receptionist Primary Roles and responsibilities:
1 Key principles
2 Telephone Calls
3 Zen Chats
4 ‘sales@’ and ‘11111’ process
5 Lead appointment booking criteria
6 1st Stage contract administration
• Metrics to be reviewed daily by Design Team Manager
• Metrics to be reviewed weekly by Design Team Manager & Man-
aging Director.
Version 4: 10/12/20
1) Key principles
For all customer interactions—regardless of the method of contact:
Telephone calls / Zen Chat / showroom visits
• Keep questions relevant, It is not the responsibility of the receptionist role to enquire as to how they intend to pay, how much or to give any technical info
In a nutshell—the key requirement for the receptionist role is to:
• Answer any incoming calls at the earliest opportunity
• Deal with customers enquiry or divert to relevant department/Person
For a 50 week year that’s £875k potential loss simply
because we have not answered the phone when it rang
This is your number 1 responsibility, the most important part of the role—if the phone is ring-
ing everything else is secondary—answer the phone & drop everything else.
• Everything is now visible on Xelion Wall boards. Permanently on display in Design Team
manager’s Office and when required by all other senior Managers
PLEASE NOTE of the 11 missed on the new enquiries line (top) 9 went onto the overflow, So 2
missed at this point (probably rung off). Of the 7 on the overflow 2 more were missed. So in
this example, 4 opportunities were missed in total. If we say we convert 1 in 4 leads and an av-
erage order is approx. £3.5K
Just 1 lead a day for 5 days not including Saturdays is £17.5K per week potential lost business.
2) Telephone calls
• Zen Chat is also a key responsibility
• The use of web-chat facilities is on the rise and customers expect to be able to get help
quickly via this medium
• Please consider Zen Chats to be as important as somebody physically visiting our showroom
• We would never leave a customer standing at the showroom door waiting to be spoken to—
so we should never leave a Zen Chat customer unattended to either
• Same process as phone lines, do not get involved with offering pricing solutions or technical
advice
3) Zen Chats
Overview and expectations for timescales
• The aim is to book as many leads as possible by speaking to all customers, if they have requested an appointment at any time, either virtual or actual
• Focus on listening to what the customer wants, the aim is to keep the call to the facts and moving onto next tasks
• If we can meet the requirements then it can be booked and confirmation email sent.
• We are looking for a minimum of 10 per day.
• All other enquiries to be called as a first option and always leave a message. If its practical to do so make a provision-al booking via the message and follow this up with the confirmation.
SALES@ PROCESS
• To take info from sales@email inbox and populate 11111 report
• No sales@ emails to be left unattended for more than 1/2 day
• Daily review
11111 PROCESS
• To SPEAK to the person enquiring at the earliest opportunity, (preferably within a few
hours max)
• To Book an appointment with a designer (telephone or actual) at the customers conven-
ience.
• Work through all 11111 by calling any outstanding logs. (if no answer always leave a mes-
sage and follow up with an email.
• No 11111 opportunity to be left unattended-every one dealt with as a first attempt to ap-
point before the end of the day in which it arrived
• Every 11111 opportunity to be re-visited by phone then email every 2 days until appointed
or removed
• Remove from 111 list after 4 attempts to contact with no success, by removing date and
111s from main cms page
4) ‘sales@’ and ‘11111’ process
Reminder: every appointed lead is worth £1,000 to the
company eventually
Detailed instructions:
• 1st Stage Process to follow for ALL other enquiries. 111 list & sales@ email
All other enquiries will be sent via various sources to [email protected]
1, Check the lead sheet and CMS to make sure it has not already been appointed, (if it has, add
any notes as to what the further enquiry etc is. ie; downloaded brochure)
2, All other/new opportunities must then be added to CMS and at the same time the customer
called (always call as a first option, see KEY AIMS).
3, Always leave a message when you can and let the customer know you will also email them.
(send the ‘tried to contact you’ email template and add notes to cms)
4, Change the next action date to 2 days later. (This is the maximum the opportunity should be
left at this stage, but further attempts can be made later that day or the next).
5, No 11111 opportunity to be left unattended-every one dealt with as a first attempt to appoint
before the end of the day in which it arrived
4) ‘sales@’ and ‘11111’ process
2nd Stage process to follow for 111 list
Work through all 11111 by calling any outstanding logs. (if no answer always leave a message and
follow up with an email).
• Every 11111 opportunity to be re-visited by phone then email a maximum of every 2 days until
appointed or the customer informs us otherwise.(always update CMS notes and change next
action date)
• After 3 attempts to call and messages left. Send the fully dealt with email and remove from the
111 list by removing date and 111s from main cms page and adding 00000