Sales Process Review
What we’ll cover
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Assumptions
Sales Process
Proposed call structure and scripts
Sales staff capability
Other observations
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
Assumptions cont.
• eTech will be able to replicate or improve
current systems
• In-house capability to program prequalification engine
Sales Process
Customer Details
captured
Commissions Paid
GDA / DEA
Appointment
booked
GDA / DEA carries
out appointment
and makes
recommendations
Invoices sent to
funders
Installation
paperwork sent to
Home Energy UK
Installation takes
place
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)
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?
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 1st time completed bookings
6. Increase the number of successful re-bookings
Approach
• Stop talking about specific funding to
customers – they don’t know or care
• Sales through service
• Benefits, benefits, benefits
• Increased positive touch points
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
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]. You’ve probably heard about the government’s commitment to reducing the country’s
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, wouldn’t you? [Wait
for obvious answer ‘yes’]
To do this I need to get a bit of information about you and your property
Prequalification Engine (Etech)
Capability of sales staff
(Contact Centre)
• Assessed 4 main areas:
– Product knowledge
– Sales skills
– Productivity
– Customer care
Capability of sales staff
(Contact Centre)
– Product knowledge
– Sales skills
– Productivity
– Customer care
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Other observations
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)
Ben Cartwright
07595 423 988
www.souniq.co.uk
ben@souniq.co.uk
@bcartwrightUNIQ
facebook.com/UNIQ.Academy