We are a month into our busiest season of the year if you are not maximizing this KPI (Revenue per replacement lead) here are things you need to check... be proactive and maximize your dollars!!
. Improve your closing ratio.
- Review with your technicians the importance of identifying replacement opportunities and turning those into sales leads.
- Train and role-play with your technicians so they know how to properly set a lead once they identify an opportunity.
- Review with your CCRs the importance of communicating with the caller that both heads of the household (the decision makers) should be home for the appointment. Calls should be recorded for quality assurance—take time to review those calls to ensure your CCRs are properly following their scripts.
- Implement a call priority system. The older the system; the sooner you want to have a selling technician and/or comfort advisor at the home. If necessary, reschedule other appointments and waive those homeowners service fee.
- Review your dispatching procedures. Make sure that the right selling technician and/or comfort advisor is going to the right appointment. For example, you want your best communicator to go to a home with a system that’s passed its life expectancy.
- Review with your selling technicians and/or comfort advisors the importance of spending time with clients.
- Review with your selling technicians and/or comfort advisors the importance of both their appearance and sales presentation.
- Review with your selling technicians and/or comfort advisors the importance of following the comfort guide for your location.
- Review with your selling technicians and/or comfort advisors the importance of presenting additional products and services as opportunities arise. Your sales team should always be listening to your clients.
- Review with your selling technicians and/or comfort advisors the importance of presenting financing—and the various financing options your company has available to homeowners.
- The sales manager should occasionally be riding along with all of your selling technicians and/or comfort advisors, especially those that are failing to achieve acceptable performance levels. Consider having underperforming selling technicians and/or comfort advisors ride along with your best performers.
- The sales manager should call homeowners who do not buy. Ask them what made their decision. You may get a considerable amount of information on what your selling technicians and/or comfort advisors are saying or doing. Also use this as an opportunity to potentially save the leads.
- If after continued training and ride alongs certain selling technicians and/or comfort advisors are not achieving performance minimums responsive to the training, you should consider replacing that employee. You can’t continue to burn good leads.
- To help motivate your selling technicians and/or comfort advisors to provide maximum effort on each lead consider moving to performance-based compensation. It will focus their attention on every call, and in turn, they will earn more as well. Note: be cognizant and follow all state regulations regarding overtime pay.
- You may have too many leads. You may need additional sales team members.
