Purpose:

 

The purpose of this document is to guide Sales Representatives on how they can assist potential customer for any collection enquiry.

 

Call Flow:

 

Rep:     Good Morning! Australian Waste Management. (Name) speaking.

Customer:     Yes, this is from (name). I would like to know how much is your service fee for collecting our waste.

Rep:     I would be happy to discuss our available services. (You would advise which service we currently have. and ask them if they need to have DD, PC, GW or CM.)

(Customer says service requirement.)

Rep:     May I know your post code? (Please see website to check if we cater the area.)

 

If we don't cater the area (Should the area be just out of our map, please confirm with Rachelle before saying no to jobs.)

Rep: As of the moment, we are not yet covering this area for collections, but plan to do in the near future. What I can suggest this time perhaps is for you to contact your local council so they can adivse you on how or where you can find a local waste management company that should be able to assist you. Is there anything else that I can still help you with?

(If customer says no)

Rep: Thank you for your interest with Australian Waste Management services! Have a great day ahead!

(If customer says yes)

Note:     Customer says concern: take note of all the concerns and recommend solution. If you are in doubt, ask.

Rep:     Thank you for your feedback, we value your concern, and we will ensure that it is passed on to the appropriate department.

Rep:     I trust that we have been able to address the concern you have had. Thank you for calling and have a great day!

 

If we cater area

Rep:     May I know what size of bin would you require? We currently have 240, 660 and 1100 litre bin available with different available frequency such as (check website for available frequency based on location, it can be weekly, fortnightly, 4 weekly and at call).

(Note: Please see the website under "Service" to know the bin sizes that we offer, frequency of service that we offer also if it is a Morning or Daytime collection)

(If customer wants an At Call service)

Rep:     (Give all the advantages of having regular service instead of an At Call service)

Note: If customer agreed, thank the customer, if not, say you understand and follow instead the script for the regular service below.

(If customer agrees with regular service)

Rep:    (Provide the service quote) Would you like me to setup the service now for you?

>If Yes:

Rep: Perfect! I will need to confirm some information so that I can send the service agreement to your email address (COMPLETE THE SERVICE AGREEMENT. Please ensure that all company detail are correct.)

Rep: Please ensure all company detail are correct and then simply sign and return the Signed Agreement to us via email from here we set up an account for you and promptly deliver your bin. Is there anything else that I can help you with?

>If No:

Rep:     You are more than welcome to always call back with any queries you may have. We hope to be able to assist you in the future. Is there anything else that I can still help you with?

(If customer says no)

Rep: Thank you for your interest with Australian Waste Management services! Have a great day ahead!

(if customer says yes)

Note:     Customer says concern: take note of all the concerns and recommend solution. If you are in doubt, ask.

Rep:     Thank you for your feedback, we value your concern, and we will ensure that it is passed on to the appropriate department.

Rep:     I trust that we have been able to address the concern you have had. Thank you for calling and have a great day!