Purpose:

The purpose of this document is to guide the Sales Representatives on the call flow regarding the upgrade of their PC collection frequency that they would benefit from.

Procedure:

Rep:     Hi, good ____________ my is xxx, and I am calling from Australian Waste Management.
May I be able to speak to the person who is in charge of managing your waste and recycling services or would I be able to discuss the account with you?

Customer: Yes, how can I help you?

Rep:     We are currently managing your paper and cardboard recycling service and I can see that your current collection frequency is on “At Call” basis for $199 per annum. I am calling because we see your account to be eligible for our 4-weekly regular collection for only $199 per annum. Also, not only that you will save money, you will also save time in needing to call us every time you require collection because with the 4-weekly collection arrangement, you don’t need to call us to schedule a collection because it  will automatically schedule the emptying of your bin every 4- weeks. All you have to do put the bin kerbside by 5pm the day prior to your scheduled collection date.  We will be sending you a collection calendar for the schedule of your collection so you be regularly reminded.
Would you like me to  go ahead and change your collection frequency to 4-weekly okay?

Customer: Okay.

Rep:     That’s Great! Let me go ahead and process this changes on your account then. Please note that your next collection will be on ____________________ and every 4-weekly thereafter.

As promised, I will sending you today your collection calendar. May I have the email address where I can send the calendar?

Customer: (will provide email add).

Rep: Wonderful, we will be sending the collection calendar after this call. Thank you for your time      and have a wonderful day.