Sales Rep Phone Support

Being able to provide efficient sales support was one of the many advantages considered when creating our shared appointment centers. To that end, we have added an automatic rollover line from ASC to CIB for after-hours sales rep support calls. Reps are advised to contact our departments to report a customer no-show, to let us know that they are running late, and to cancel or reschedule an appointment with the customer on the phone. The proper procedures to accomplish these tasks are outlined below:

CUSTOMER NO-SHOW

• Rep has knocked on door, rang bell, and no one has answered (ensure appointment time has passed - do not call customer early)

• Confirm the zip code and name of customer with rep

• Place rep on hold, dial customer phone number

• If customer answers, tell them that the rep is at their home for their scheduled appointment, get their arrival time, or reschedule per customer as needed

• If no customer answer, leave voicemail that rep is at their home for their scheduled appointment and will wait for 15 minutes

• Take rep off hold, tell them the outcome of your call to the customer

• **Reps know that they are to wait 15 minutes past the appointment time and to leave a business card in the door**

REP RUNNING LATE

• Rep is running late due to unplanned circumstances (usually a few minutes to an hour late)

• Confirm the zip code and name of customer with rep

• Place rep on hold, dial customer phone number

• If customer answers, advise them of the delay, okay or reschedule based on customer's request as needed (only customer may cancel the appointment)

• If no customer answer, leave a voicemail that rep will be delayed

• Take rep off hold and advise the outcome of your call to the customer

• **Reps may not cancel their appointment with ASC or CIB; advise rep to contact their Division Manager**

CUSTOMER CANCELLING / RESCHEDULING AT DOOR

• Rep calls from the customer's home at the scheduled appointment time and the customer wishes to cancel or reschedule their appointment

• Speak to customer, confirm zip code and customer name , pull up appointment in Appointment Plus

• Cancel current appointment and reset as needed

  • Cancel only: choose OTHER and add notes "cancel per customer request" with your initials and date

  • Reschedules: move appointment from current date to new date with comments "reset with customer at door per their request" with your initials and date

• Send "Same-Day Cancel/Reschedule" email with proper notes

• **Only customers can cancel/reschedule their appointments**