Skills Required

How to accomplish and gain these skills

EFFECTIVE LISTENER:

Focus on the call at hand, gather customer information to best help the customer by providing instant solutions without the back and forth. Refer to the Potential Sales Lead Sheet to ensure all of the right customer information is gathered and followed up accordingly.

EMPATHY:

Use empathy to understand customer’s needs and provide solutions. Take into consideration what problems are my customer not yet aware of? How can I then solve the problem? How can I best sell the solution?

ENTHUSIASM:

Know your products and services. Show enthusiasm and excitement for the products and services, create a buzz of excitement.

EFFECTIVE COMMUNICATION SKILLS:

Ensure to communicate precisely, understand the customer’s needs and relay any points that aren’t clear back to the customer in your own words (as you understand them) for clarification.

POSITIVE ATTITUDE:

Customers enjoy a positive, cheerful, confident and helpful voice. Staff MUST answer the phone stating “Good Morning/Afternoon, Australian Waste Management _____Speaking” with a smile on their face!

CONFIDENCE:

Know your product and services. Use your tools and research anything you may not know, with inbound calls customers are calling because they want to buy!! All you have to do is confidently help them make the purchase.

ACTIVE LEARNER:

Learn from your success and mistakes, never stop learning. Focus on learning. Ask and understanding why a customer didn’t sign up. All salespeople should treat every customer as an opportunity to learn what works and what does not. Don’t let your mind become stale. Seek out new learning opportunities from various you tube clips or speak to the marketing team.

Use your tools and research competition and other market trends so that you are better equipped to deal with customer enquiries and needs.

GO THE EXTRA MILE:

Separate yourself from other companies and provide that extra touch of customer service to ensure that the potential customer remembers you as the stand out. Maximising the chance of converting the sale. Show customers that YOU genuinely care about their experience and want to help them. Consistently make small efforts and provide personalised contact to increase sales opportunities

UNDERSTAND CUSTOMER   PSYCHOLOGY:

Focus on learning and understanding customers personalities, making adjustments in sales techniques where needed. Take note of how customers react to different sales approaches and alter techniques accordingly

What problems is my customer not yet aware of?

How can I solve the problem for the customer?

How Can I sell the solution?

CUSTOMER IS FILLING UP BINS MUCH QUICKER OR SLOWER THAN EXPECTED

Verify customers address and provide assistance on amending the collection frequency to better suit the customer’s needs.

Alternatively we can upgrade the bin to a larger size or provide a smaller bin to better utilise the service.

Refer to Awaste website to obtain current pricing and collection available. Should it not be listed on the website please feel free to contact management to see if it is a service we can provide to the customer

AWM can always take away a few (up to 2) extra boxes if placed with the bin at no extra charge.

ACCESS TO CUSTOMERS BINS

Ensure customer is aware that our bins are to be supplied upon sign up and for all PC NIGHT, GW and CM collections, bins are to be placed kerbside by 5pm the evening prior to collection to avoid getting missed. PC Day must be placed kerbside by 9am the day of collection.
Please note that this does not apply for DD collections.

Ensure that that the bin is placed kerbside by these times will allow the driver to see the bin and provide efficient collections.

Verify that the customer collection notes are up to date and current

RANDOM PEOPLE PUTTING CONTAMINATION INTO BINS

A chain and padlock can be fitted to the bin providing the customer and our driver with a key to ensure that no one else can put unwanted items in the bin. Please see our website for current pricing of this option. Customers must not use their own lock. Only our lock can befitted.

This options ensures that no unwanted material is placed within the customers bins, however the customer has access to allow bulk items to be placed within the bin.

The bin can also be chained to an item so that the bin going missing is kept to a minimum.

CUSTOMER IS UNSURE OF COLLECTION DATES

Confirm the customers email address and send over a current collection calendar

Provide a positive solution by forwarding an up to date collection calendar.

Statement said by customer

Positive statement to attract the customer

“YOUR SERVICES ARE TO EXPENSIVE”

• Providing cost effective recycling collections with 1 low annual per bin per year.
• No hidden fees such as monthly rental or admin fees.
• The quoted prices you see are what you pay.

“CAN YOU PROVIDE A DISCOUNT”

• Offer FREEDEL on any new ongoing service, not to be used in conjunction with any other offer.
• For 2 or more weekly, fortnightly or 4 weekly DD services can offer 2 for the price of 1 deal. Not to be used in conjunction with any other offer.
• For multiple 660 or 1100 litre weekly services a 5% overall discount can be provided

“WHAT SEPARATES YOU FROM OTHER RECYCLING BUSINESSES”

• Australian owed family operated business
• Innovative new technology to ensure accurate collections
• Highly trained customer service team always on hand for any assistance required
• Customised service options such as night and day runs to ensure all collections are completed smoothly.
• Cost effective recycling services
• One stop shop for all recycling services and waste industry products

“CAN I USE MY OWN BIN INSTEAD OF YOURS”

• Using an AWM bin ensures that collection drivers collect and empty the right bin, it is stickered accordingly.
• Maintenance of the bin is also included in the fee ensuring the bin stays in the best usable condition.

“MY CURRENT SERVICE PROVIDER IS UNRELIABLE”

• Innovative modern technology ensures collections are completed with accuracy.
• Bin not out reporting features with captured photographs to better equip drivers with up to date knowledge
• Collection calendar emailed over to you to ensure collections are not missed
• Should you have a few boxes (up to 2) extra, drivers will always take them away at no extra charge

“WHAT HAPPENS IF I NEED AN URGENT COLLECTION

• Confirm customers suburb, if a driver is going to be in the area over the coming days offer the customer a free collection (Please note that this excludes DD At Call Customers, in this case the standard $44 fee applies)
• Should the customer require an urgent collection on a day that the vehicle is not in the area or requires a collection on a certain day or time a minimum $44 urgent fee will apply.

“WHAT HAPPENS IF I NEED MORE FREQUENT COLLECTIONS THAN YOU CURRENTLY OFFER AS LISTED ON YOUR WEBSITE”

• Confirm customers suburb and see if we cover the area more frequently than weekly. If unsure confirm with Management.
• If available simply calculate the price by multiplying the annual fee. Ie: Annual Fee for weekly morning collections is  $299, therefore twice weekly would be $299 X 2 = $598.00
• For paper and cardboard, If more frequent collections is not an option, offer the customer a free bin of the same size with same collection frequency with only a delivery fee, the annual fee will be waived. This cannot be offered for all other services.

“SHOULD I SIGN UP FOR AN AT CALL PAPER RECYCLING SERVICE”

• Advise the customer that there is a promotion running and should they book a 4 weekly collection service as oppose to an at call they will save.
• Customer saves time by not having to book in any collections all by referring to their 4 weekly collection calendar. At call services can only book up to 10 collections per year.

“WHY SHOULD I BOOK IN A SITE ATTENDANCE THROUGH YOUR COMPANY”

• Highly trained customer service staff to attend the site and remove the documentation in the safest secure way
• 2 team members will attend to ensure the site attendance is completed accurately and in a timely fashion
• Flexible service which allows for various items to be taken away.

“WHAT ITEMS CAN BE TAKEN AWAY”

• Anything paper or cardboard based, including items such as boxes, magazines, newspapers, envelopes, plastic pockets, ring binders etc.
• Things like paper clips, bull clips, staples are also fine to be taken away and do not need to be separated.

“WHAT IF I HAVE MORE BOXES THAN FIRST ANTICIPATED”

• If there are up to 10 boxes the price will not change.
• Should you have more boxes than first arranged our drivers will take some photos and let the office know prior to commencing the job, from here the office will be in touch to amend the pricing

“WHAT IF THE ACCESS IS HARDER THAT FIRST ANTICIPATED”

• Should the access be harder than what was scheduled in, drivers will take some photos and let the office know prior to commencing the job, from here the office will be in touch to amend the pricing

“WHAT IF I WANT TO KEEP THE CONTAINERS OR BOXES THAT MY DOCUMENTS ARE STORED IN ”

• Customers can keep the boxes or plastic containers that the documentation is stored in. The price should reflect this by increasing the price of the SAF up to the next price bracket to allow for additional time on site.

GENERAL WASTE COLLECTIONS

• Would you like to purchase bin liners to ensure your bin is always kept clean and tidy?

COMMINGLED RECYCLING COLLECTIONS

• Would you like to purchase bin liners to ensure your bin is always kept clean and tidy

DOCUMENT DESTRUCTION COLLECTIONS

• Would you like to purchase any floor boxes suitable for beside printers and photocopiers to allow you to better recycle all of your paper needs.
• Would you like to purchase any desk top boxes suitable for underneath desks to allow you to better recycle all of your paper needs.

PAPER RECYCLING COLLECTIONS

• Would you like to purchase any floor boxes suitable for beside printers and photocopiers to allow you to better recycle all of your paper needs.
• Would you like to purchase any desk top boxes suitable for underneath desks to allow you to better recycle all of your paper needs.

1

“What can I offer you today to help you sign up with Australian Waste Management”.

2

“Is there any offer that I can authorise right now to allow you to proceed with signing up for a service with Australian Waste Management”.

3

“Do you feel that any service could be improved on in order for you to sign up for any of our services”.

1

• HAVE THE RIGHT ATTITUDE – up to 90% of everything in life is attitude, this is no different in sales. Tell yourself you can sell anyone on anything in any situation

2

• BE PERSISTENT – Must be willing to keep contacting prospects via phone or email until you are able to make direct contact with them.

3

• MASTER THE SALES PITCH – Must know your products and services completely and be able to explain them with ease and confidence, must call with a focus on achieving your goal.

4

• GAINS AND LOSSES – Comprehend that sometimes there will be rejection, it is part of the sales process. Always keep in mind that everything is to gain and you have nothing to loose. This serves as a powerful confidence and motivator.

5

• BELIEVE your company has the best products for the best value regardless of price. Understand what makes your products and services better and stand out from the rest.

6

• DIVERISFY be sure to try new and different techniques to see what works and what doesn’t, take notes and report to management as necessary

7

• TIMELINESS The best time to make contact with potential prospects is between 4.00pm – 5.00pm and between 8.00am – 9.00am where possible.
• Best days to contact potential prospects are Wednesdays and Thursdays.

8

• TRY NEW TECHNIQUES Write like a human, try different slogans, include recipients name where possible, give context with a clear call to action, each sentence needs to show value and pushes closer to the next step. Ways to make an email stand out include a personal note, company humblebrag and use of bold important information. Experiment with email runs by trying different subject lines, using personalization or sending the email on a different day or at a different time