What well cover Assumptions Sales Process Proposed call
structure and scripts Sales staff capability Other
observations
Slide 3
Assumptions Products currently being sold: Loft insulation
Cavity Wall Insulation External Wall Insulation All sales process /
scripts etc. were based on these 3 main products
Slide 4
Assumptions cont. eTech will be able to replicate or improve
current systems In-house capability to program pre- qualification
engine
Slide 5
Sales Process
Slide 6
Initial Customer Contact Currently the initial customer
experience could be significantly improved Customer data is often
not recorded The initial customer care / sales process needs to be
developed significantly (based on contact centre only not
canvassers)
Slide 7
Initial Customer Contact Q. What is the process for the D2D
canvassers and what script / process do they follow? Q. What sales
and marketing materials do they leave with the potential clients?
Q. Who tracks what they do?
Slide 8
Proposed Sales Process Objectives 1.To leave a positive first
impression of Home Energy UK 2.To capture as much customer data as
possible 3.To find out what product(s) are most suitable for that
customer 4.To book an assessment as soon as possible 5.Maximise the
number of 1 st time completed bookings 6.Increase the number of
successful re-bookings
Slide 9
Approach Stop talking about specific funding to customers they
dont know or care Sales through service Benefits, benefits,
benefits Increased positive touch points
Slide 10
What does this mean All customer touch points should deliver
the same customer experience polite, helpful, customer centric The
customer is only interested in the WIIFM factor, therefore that is
all we should talk about Customer service should become the most
important piece of every customer interaction (sales will come as
part of that) Every customer touch point should be followed up by
another piece of marketing / sales material e.g. letter / email
confirming what was discussed. Text messaging to remind people of
installations and GDA / DEA visits Product leaflets etc. left
explaining the benefits even after install
Slide 11
Example sales script Introduction Good morning / afternoon /
evening, my name is......., and I am calling from Home Energy UK.
We are a renewable energy company and we help people like you to
save hundreds of pounds a year through government based funding.
May I speak to [Customer Name]? Hello [Customer Name], as I said we
can save you hundreds of pounds a year on your energy costs.
However to do this I need to find out a bit about your house.
Firstly, can I just confirm your address. [Add address to system or
check the address is correct this should include house number,
street name, town and postcode.] Thank you [Customer Name]. Youve
probably heard about the governments commitment to reducing the
countrys carbon footprint. This means there are many grants
available to make your house more energy efficient, saving you
money every month, and the best bit is that it may be completely
free. If I could save you hundreds of pounds every year at no cost
whatsoever, you would be delighted, wouldnt you? [Wait for obvious
answer yes] To do this I need to get a bit of information about you
and your property
Slide 12
Prequalification Engine (Etech)
Slide 13
Capability of sales staff (Contact Centre) Assessed 4 main
areas: Product knowledge Sales skills Productivity Customer
care
Slide 14
Capability of sales staff (Contact Centre) Product knowledge
12345 Sales skills 12345 Productivity 12345 Customer care
12345
Slide 15
Other observations
Slide 16
Possible Issues with Etech integration Programming of
prequalification engine Installer paperwork how will it be
delivered to customers (not all will have internet /email) Data
Migration how will it work? Process discrepancies Reporting System
integration (with future systems)
Slide 17
Ben Cartwright 07595 423 988 www.souniq.co.uk [email protected]
@bcartwrightUNIQ facebook.com/UNIQ.Academy